MTN Nigeria has announced that Egerton Idehen will be its new Chief Broadband Officer (CBBO), effective April 2025.
Egerton’s journey with MTN began in 2002 as a Call Centre Agent. He quickly advanced within the company through his drive and leadership, holding key positions in customer care, billing, digital support, and operations. His impact has been substantial—he expanded MTN’s service agent workforce from 1,000 to over 10,000 in just two years and spearheaded the Service Everywhere model, which now supports over 70 million customers.
As High-Value Segment Manager, Egerton grew MTN’s premium customer base by 3%, reduced churn by 5%, and consistently achieved top performance metrics—maintaining 80% service levels and 90% call answer rates while keeping agent attrition below 4%. He also led an outsourcing strategy that improved service levels by 50% and reduced operational costs by 15%.
Dr Karl Toriola, CEO of MTN Nigeria, stated, “Egerton has been a driving force behind our customer-first approach. As we scale up fibre access nationwide, his leadership and proven experience make him the ideal choice to lead us forward.”
Academically, Egerton holds an MBA from Nanyang Technological University, Singapore, and a postgraduate certificate from the University of Leicester, UK. He is pursuing a DBA in Spain and has completed executive training at UC Berkeley, Wharton, and Georgetown.
Egerton has also played a pivotal role in MTN’s digital transformation, increasing digital customer interactions from under 5% to 64% and launching Africa’s first fully digital telco retail store. He was instrumental in creating MTN’s flagship airport lounge, enhancing the brand’s premium customer experience.
Recognised with awards such as Best Team Manager and Customer Service Excellence, Egerton is also devoted to community development, volunteering with NGOs like the Joshua2 Foundation and the Brook Besor Foundation.
His appointment comes as MTN accelerates its FibreX rollout, renewing its focus and energy on advancing Nigeria’s national broadband agenda.
