MobileMoney FinTech LTD (MMFL) has reaffirmed its commitment to improving customer experience through direct engagement with users and industry partners as it seeks to address service challenges and make its expanding range of digital financial services more accessible and responsive to customer needs.

The commitment was highlighted at the company’s flagship MoMo Cashless Conversation, organised during Customer Service Month to bring MMFL’s leadership, customers and partners together to discuss their experiences, concerns and expectations.

The forum provided an opportunity for customers to share feedback directly with the company, while giving MMFL insights into areas that require improvement as its mobile money platform expands beyond payments and transfers into savings, credit, insurance and other financial services.

MTN Ghana’s Chief Customer Experience Officer, Mrs Jemima Kotei Walsh, said the engagement was an important step towards understanding customers’ experiences first-hand and applying the lessons to improve service delivery.

She said MoMo had helped expand financial inclusion by making payments and money transfers accessible to millions of Ghanaians. The next phase, she explained, was to help customers derive greater benefits from digital financial services by enabling them to save, borrow, invest, obtain insurance and manage their finances more effectively.

However, she stressed that service expansion depended on customer trust, noting that users needed to find the experience simple, secure, reliable, and well supported.

The forum was therefore intended to establish what customers valued about the platform, the difficulties they encountered, where additional guidance was needed and what they expected from MMFL.

Mrs Walsh said improving customer experience was a shared responsibility involving the wider MoMo ecosystem, including agents, merchants, banks, FinTech companies, lenders, aggregators, technology providers and service teams.

She said collaboration among these stakeholders was necessary to ensure a seamless experience throughout the customer journey.

The feedback gathered would help MMFL strengthen communication, improve customer support, address recurring problems and develop services that were more relevant and responsive to users’ needs.

The participation of industry partners was particularly important because the delivery of MoMo services depended on the coordinated efforts of several institutions and service providers.

The engagement brought together customers, representatives of trade associations and professional bodies, digital entrepreneurs, students and industry partners for direct interaction with the leadership of MTN Ghana and MMFL.

Customer Service Month marks 30 years

The forum also formed part of activities marking MTN Ghana’s 30th anniversary under the theme, Connecting People, Enabling Progress.

As part of its Customer Service Month activities, the company is recognising the customers whose trust, feedback and loyalty have contributed to its growth over the past three decades.

Mrs Walsh said the observance went beyond a calendar event, describing it as both a celebration of the company’s journey and a renewed commitment to putting customers first.

The anniversary, she indicated, provided an opportunity to reflect on the role of customer relationships in the company’s development and strengthen its resolve to listen, improve and deliver more meaningful experiences.

For MMFL, the engagement comes as MoMo evolves from a money-transfer service into a broader digital financial platform. The company’s challenge is not only to expand its range of services but also to ensure that customers understand how to use them, can access the necessary support and have confidence in the platform.

The forum provided a channel for customers and partners to raise concerns directly with the company, while enabling MMFL to identify practical ways to improve its services and strengthen relationships with users.