MTN puts AI-driven value creation at the centre of its technology strategy
MTN’s Charles Molapisi explores how the group is embedding AI across operations to improve customer experience, reduce costs, expand margins and accelerate growth.
MTN puts AI-driven value creation at the centre of its technology strategy
In an interview with William Stegmann, EVP, Composable IT & Ecosystems at TM Forum, Charles Molapisi, Group Chief Technology and Information Officer at MTN, discusses how the group is positioning AI as a core driver of business value, moving beyond technology deployment to focus on measurable outcomes such as margin expansion, cost optimization and customer experience improvements. The operator is applying AI to streamline operations, enhance digital interactions and simplify customer journeys through conversational interfaces and personalized experiences. MTN also sees software engineering capabilities as critical to its long-term competitiveness and is building development hubs across Africa to strengthen local talent. The company believes successful AI adoption requires strong business alignment, leadership support and a clear focus on quantifiable commercial value.
