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

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. Traditional MVNO models often fail because they are built as commodity offerings — undifferentiated data products competing purely on price.

Through an evolved strategic partnership, CXG provides and manages MultiChoice and DStv across a fully converged ecosystem including voice and digital experience management, NOC and infrastructure support, and lead generation and sales activations.

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: deep understanding of customer lifestyle needs, and leveraging existing brand and content assets to address those needs.

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

Measurable Customer Experience Impact

From inception, CXG and MultiChoice defined clear, measurable CX and operational KPIs:

• First Response Time: 100% within 20 seconds
• Chat Resolution: within 25 minutes
• CHAP Score (Customer Happiness): 91%
• Over 9,000 leads generated across the ecosystem
• 3,200 Internet sales activations

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, and sustainable growth. Through our learn-and-earn approach, CXG actively supports unemployed students in South Africa, using enterprise partnerships to drive skills development, job creation, and community upliftment.