In this episode of What's Next, Aki Anastasiou sits down with Cornelia van Heerden, Executive for Customer Experience and Services at MTN South Africa, to discuss how the company is strengthening its commitment to customers. Cornelia shares insights into how MTN is listening closely to customer feedback, tackling frustrations one step at a time, and ensuring that the human element remains central even as technology and automation play a bigger role.

She also highlights MTN’s rollout of facial biometric solutions, a major step in fraud prevention that balances stronger security with reduced friction for customers. From AI-driven customer support to enhanced SIM swap and OTP protection, Cornelia explains how MTN is using innovation to build trust, improve service, and create a safer, more seamless experience for millions of customers every day.