Airtel Strengthens Its Customer-first Culture

News Desk, News Nation 360: On March 12, 2026, Airtel observed Customer Day 2026, an extensive initiative to embed “customer obsession” into the very essence of the organisation. In an impressive demonstration of their dedication to customers, 20,000 people, including the organisation’s top leadership and experts on the ground, stepped out of their offices to engage with customers wherever they are. The day was an opportunity for employees to follow engineers into customers’ homes and stores, and engage with customers at retail stores and service outlets to listen to them firsthand about their challenges while dealing with Airtel services. Shashwat Sharma, who assumed charge as Managing Director and CEO of Airtel India on January 1, 2026, saw the day as an important opportunity to “nudge” employees to “listen deeply” to customers to take prompt action to simplify the customer experience. The organisation’s customer-centric approach has already led to many innovations, like artificial intelligence-based “fraud protection” and “intuitive digital experiences” within the Airtel app. By making customer service an ongoing process rather than an isolated activity, Airtel is committed to making every strategic move start with, and always return to, the customer.