Bharti Airtel marked Customer Day 2026 with a large-scale initiative involving nearly 20,000 employees stepping into the field to better understand customer pain points. This initiative reflects Airtel’s ongoing commitment to improving customer experiences.
The event saw employees from various levels, including leadership and functional specialists, working alongside frontline teams. They engaged directly with customers, shadowed field engineers, and interacted at retail and service centres to gain firsthand insights into customer concerns. Shashwat Sharma, Managing Director and CEO of Airtel India, emphasised the importance of this initiative, stating that it reinforces the company’s dedication to listening to customers and acting with urgency to resolve issues.
Customer Day is part of Airtel’s broader strategy to foster a culture of customer obsession, driving continuous improvement in service delivery. The company has implemented innovations such as enhanced spam and fraud protection and more intuitive digital journeys through the Airtel app, all shaped by customer feedback.
Disclaimer: This article is based on a regulatory filing submitted to the National Stock Exchange of India (NSE).