Driving Innovation at the Intersection of Media, Telecom, and Customer Experience

Redefining Success through Customer-Centric Innovation

In an increasingly competitive digital economy, organisations operating at the intersection of media, telecoms, and customer experience face a common challenge: how to unlock sustainable revenue growth while reducing cost and delivering consistently superior customer experiences at scale.

This is the challenge CXG set out to solve in partnership with MultiChoice a Canal+ Company and DStv.

The Industry Challenge : Growth, Cost Pressure, and CX Complexity

The telecom and media landscape is under relentless pressure. Customers demand seamless, always-on digital experiences, while operators face shrinking margins, rising infrastructure costs, and increasing competition from agile digital-first entrants.

Traditional MVNO models often fail because they are built as commodity offerings undifferentiated data products competing purely on price. Without a clear customer value proposition or ecosystem integration, these models struggle to scale, retain customers, or grow lifetime value.

Through an evolved strategic partnership, we provide and manage MultiChoice and DStv across a fully converged ecosystem including:

• Voice and Digital experience management

• NOC and infrastructure support

• Lead generation and sales activations

The result is a solution that does not merely support MultiChoice’s operations, but actively drives revenue, reduces cost, and enhances customer experience end-to-end.

A Differentiated MVNO Built Around Lifestyle and Value

The success of DStv Internet as one of South Africa’s most successful MVNOs is rooted in two fundamental principles:

1. Deep understanding of customer lifestyle needs and pain points

2. Leveraging existing brand and content assets to address those needs

By integrating DStv’s core video entertainment offering into a telecom product, MVNE and MultiChoice created a unique value proposition that competitors simply cannot replicate. This convergence enables targeted offerings designed to expand wallet share, extend customer lifetime value, and reinforce brand relevance.

Today, DStv Internet:

• Accounts for 10% of all data traffic on MTN’s host network

• Is fully managed by DSG across platforms, systems, activations, support, and CX that

• Delivers the entire customer journey, from onboarding through to in-hand device activation

This approach has helped build a significant business, proving that innovation grounded in customer relevance drives commercial success.

Measurable Customer Experience Impact

From inception, CXG and MultiChoice defined clear, measurable CX and operational KPIs. The results consistently exceed targets across both support and sales environments.

Digital Chat & DStv Internet Support Performance

• First Response Time: 100% within 20 seconds

• Chat Resolution: within 25 minutes

• Repeats: within 20%

• CHAP Score: Happiness 91%

Sales and Revenue Outcomes

• Over 9,000 leads generated across the ecosystem

• 3,200 Internet sales activations

• Strong ARPU contribution underpinning long-term value creation

These outcomes demonstrate how disciplined CX execution directly translates into revenue growth and operational efficiency.

Implementation: A Converged, End-to-End Execution Model

With an implementation strategy focused on convergence, scale, and accountability.

Key execution pillars include:

• Clear customer segmentation and value proposition design

• Integration of video entertainment into telecom bundles

• Deployment of a converged billing and engagement platform

• End-to-end CX ownership, from acquisition to activation and support

• Scalable, on-demand operational delivery

This integrated approach ensures that every customer interaction is aligned to both experience and commercial outcomes an essential differentiator in complex MVNO environments.

Competitive Advantage in the CX Landscape : With a 27-year track record, CXG is a leading on-demand digital CX partner to some of the largest consumer-facing brands. Our competitive advantage lies in a combination of scale, flexibility, and purpose-driven partnership.

Key differentiators include:

1. Clear identification of critical success factors and performance indicators

2. Seamless, consistent experiences across opti-channels

3. Delivery against a uniquely designed (EEQL) framework

4. True on-demand scalability across people, process, and technology

5. Shared risk and shared success partnership models

6. A deep commitment to empowerment and sustainability

Through our learn-and-earn approach, we actively support unemployed students in South Africa, using enterprise partnerships to drive skills development, job creation, and community upliftment. This purpose-led model reflects Creating meaningful experiences that change lives.

Innovation That Delivers Commercial and Human Impact

The MultiChoice Canal+ partnership demonstrates that innovation is not about technology alone. It is about aligning customer experience, operational excellence which drives sustainable growth.

By reimagining the MVNO model through convergence, data-driven CX, and true partnership, our partnership unlock new revenue streams, elevates customer experiences, and build a scalable, future-ready business.

This is innovation with impact : commercially, operationally, and socially.