Airtel Africa has strengthened its network infrastructure and digital services as it seeks to improve customer experience and expand connectivity across its 14 markets.
The telecommunications company, which serves 183.5 million customers, said it had added more than 3,250 new sites and 3,200 kilometres of fibre over the past year as part of efforts to increase network coverage and capacity.
The company made the announcement as it joined the global observance of Customer Service Week 2026, held under the theme “The Extra Mile.”
Airtel Africa chief executive officer Sunil Taldar said the theme reflects the company’s commitment to listening to customers, understanding their needs and continuously improving its services.
“The theme of this year’s events, ‘The Extra Mile’, is aligned with our unwavering commitment to always go the extra mile for our customers by transforming their experience, listening to them, learning from them and acting on their needs and expectations,” Taldar said.
He said the company was using technology and wider connectivity to create opportunities for individuals, businesses and economies across Africa.
“By digitising our services and broadening access to connectivity, we are helping to unlock extraordinary opportunities for people, businesses and economies across the continent,” he said.
Airtel Africa has also expanded its use of emerging technologies to reach communities that remain beyond the coverage of conventional terrestrial mobile networks.
Taldar highlighted the company’s recent commercial deployment of direct-to-device satellite technology in underserved rural communities.
The technology enables Airtel customers with compatible smartphones to remain connected in areas beyond the reach of terrestrial mobile networks, provided they have a clear view of the sky.
The company said the initiative is part of its broader effort to extend reliable connectivity to underserved communities and narrow the digital divide.
Alongside network expansion, Airtel Africa has invested in retail outlets and other distribution channels while increasing the use of artificial intelligence to improve customers’ digital experience.
The company has also introduced AI-powered Spam Alert, a free service available to all Airtel subscribers to help identify and block suspected spam SMS messages.
The service provides customers with real-time alerts and is intended to strengthen protection against unwanted and potentially fraudulent messages.
The move comes amid growing reliance on digital communication and mobile financial services, which has increased the importance of protecting customers from digital threats.
Taldar said technology investment must ultimately translate into a better experience for customers.
The company said its employees will join frontline teams across its 14 markets during Customer Service Week to engage directly with customers, gather feedback and identify ways of improving service delivery.
The engagement will focus on understanding customers’ experiences and finding ways to provide more reliable and responsive services.
Airtel Africa said its continued investment in network infrastructure, fibre, artificial intelligence and emerging connectivity technologies is aimed at expanding coverage and capacity while supporting greater digital and financial inclusion across the continent.
With 183.5 million customers across its markets, the company said it would continue investing in technology and strategic partnerships to respond to changing customer needs.
