CUSTOMER SUCCESS STORY EMBRACING ENTERPRISE-WIDE AI TO IMPROVE THE CUSTOMER EXPERIENCE With over 46.8M subscribers, Robi Axiata Limited is the second largest mobile network operator in Bangladesh and is a joint venture between Axiata Group Berhad of Malaysia and Bharti Airtel Limited of India. The company commenced operation in 1997 as Telekom Malaysia International (Bangladesh) with the brand name AKTEL, and subsequently changed its name to Robi Axiata Limited. The company offers mobile communication services, broadband services, office communication, and has been a pioneer for paving the way in taking mobile financial services to the underserved communities in the rural and semi-urban areas. Needing to improve CX through digital transformation Robi embarked upon an organizational journe

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