“Trust Is the Real Network”: A Q&A with Helen Ddungu Wanyana, Airtel Uganda’s New Director of Customer Experience, on Rebuilding CX from the Inside Out

Without customers, no business survives. In telecoms, especially, where switching costs are low and competition is relentless, loyalty cannot be assumed; it must be earned daily. Customers are not merely users of airtime, data, or mobile money; they are the ultimate arbiters of trust, the heartbeat that determines whether a network grows or bleeds. In conversation with CEO East Africa Magazine, Helen Wanyana Ddungu reflects on her journey, her leadership philosophy, and what customers can expect in her first 90 days as Director of Customer Experience at Airtel Uganda. Your journey began in banking. How did that prepare you for…