AIRTEL ZAMBIA MD HUSSAM BADAY WINS CX STRATEGIC LEADER OF THE YEAR AWARD

LUSAKA – Airtel Zambia Managing Director Hussam Baday has been recognised as CX Strategic Leader of the Year at the 2026 Customer Experience Excellence Awards, highlighting the growing importance of customer experience in the telecommunications industry.

The award recognises Mr Baday's leadership in advancing customer experience and strengthening the focus on customer-centred service delivery within the telecommunications sector.

The recognition also places the spotlight on Airtel Zambia's efforts to improve how customers interact with its products and services in an increasingly competitive and digitally driven telecommunications market.

Customer experience has become an important differentiating factor among telecommunications companies as consumers increasingly expect reliable connectivity, accessible digital platforms, responsive customer support and convenient service delivery.

The recognition of Mr Baday at the 2026 Customer Experience Excellence Awards comes at a time when the telecommunications industry is experiencing rapid technological changes, with digital services and mobile connectivity playing an increasingly important role in business operations and everyday life.

The award highlights the importance of strategic leadership in ensuring that customer satisfaction remains central to business growth, innovation and service delivery.

As Zambia's telecommunications market continues to evolve, customer experience is expected to remain a key consideration in attracting and retaining subscribers, building consumer confidence and strengthening brand competitiveness.

Mr Baday's recognition therefore provides an opportunity to highlight the role of leadership in shaping customer-focused business strategies and supporting the continued development of Zambia's digital economy.