Airtel Africa Group Chief Executive Officer, Sunil Taldar, has commissioned two new premium experience centres at DAT Mall, Sangotedo, and Marina, Lagos, as Airtel Nigeria intensifies the expansion of its customer service network across the country.
The new centres form part of Airtel Nigeria’s ongoing rollout of a planned 500 premium experience centres, with over 350 already launched across the country. The expansion is designed to bring high-quality customer service closer to communities while giving customers convenient access to Airtel’s growing portfolio of connectivity and digital services.
Speaking at the commissioning, Taldar said the expansion reflects Airtel Africa’s confidence in Nigeria and its long-term commitment to investing in the country’s connectivity infrastructure, customer experience and economic potential.
“Nigeria is one of the most important markets in the Airtel Africa portfolio, and our commitment to this country is long term. We continue to invest because we believe in the potential of Nigeria, its people and its economy. These experience centres are part of that investment, giving customers easier access to the quality products and services that connectivity increasingly makes possible,” he said.
The premium experience centres are designed as comprehensive customer touchpoints, providing access to Airtel’s consumer and enterprise services, including Outdoor Units (ODU), Fibre and Home Broadband solutions. Customers can also make enquiries, subscribe to services, receive after-sales support and resolve service-related issues at the centres.
The rollout represents another significant step in Airtel Nigeria’s broader customer experience agenda. The company currently operates more than 9,000 exclusive shops across every local government area, over 350 premium experience centres and more than 73,000 retailers in major towns and cities nationwide.
According to Dinesh Balsingh, CEO of Airtel Nigeria, the expansion is intended to complement the company’s continuing investments in network capacity and technology by ensuring that customers experience the same commitment to quality when they engage with Airtel directly.
“Quality of service extends across the entire customer journey. It includes the strength and reliability of the network, the quality of our products and the ease with which customers can access support. These premium experience centres bring those elements together in a more convenient environment and give our customers a better way to engage with Airtel,” Balsingh said.
He added that the centres reflect the changing nature of customers’ connectivity needs, with Airtel increasingly providing solutions that extend beyond traditional mobile services to broadband, Fibre, ODU and enterprise applications.
The new centres have been designed to support faster and more efficient customer interactions, responding to feedback that many routine transactions could be completed more conveniently when services are located closer to customers. Airtel Nigeria’s initial rollout was explicitly shaped by this customer feedback, with the new retail model intended to improve accessibility, speed and convenience.
The latest openings build on the nationwide retail expansion announced earlier this month, when Airtel Nigeria unveiled 350 of the 500 premium experience centres planned for this year. The company said the initiative forms part of a wider customer experience strategy that includes digital self-service platforms, AI-powered customer support, nationwide customer forums and continued network expansion.
With the commissioning of the DAT Mall Sangotedo and Marina centres, Airtel Nigeria continues to expand the physical infrastructure through which customers can access its services, while strengthening its ambition to provide a more accessible, responsive and comprehensive customer experience across Nigeria.
