Banglalink has won two awards at The Fast Mode Awards 2025, with its Chief Executive Officer Johan Buse receiving the 'CEO of the Year' award for the Asia Pacific region, while the company was recognised as 'Customer Experience (CX) Champion'.
The Fast Mode Awards, organised by Malaysia-based telecommunications media and research platform The Fast Mode, recognise innovation, leadership and industry impact. The 2025 edition received more than 300 submissions across telco, solution provider and leadership excellence categories, which were evaluated by an international panel of experts.
Johan Buse received the 'CEO of the Year' award for his leadership of Banglalink's RESET 2.0 transformation programme. Under his leadership, the company streamlined operations, strengthened a customer-first culture, reduced organisational layers to speed up decision-making and empowered frontline teams.
His leadership also helped return Banglalink to growth after five consecutive quarters of revenue decline. During this period, the company accelerated its transition towards a broader digital ecosystem, in line with its parent company VEON's DO1440 ambition, which focuses on making customers' daily digital interactions more seamless.
The 'CX Champion' award reflects Banglalink's customer service initiatives driven by technological innovation. The operator introduced AI-powered services, expanded self-service features through its MyBL app and strengthened customer feedback mechanisms.
These initiatives resulted in a 94 percent first contact resolution rate and a 35 percent reduction in call centre volume, supported by Bangladesh's first GenAI-powered telecom service chatbot.
MyBL, the country's highest-rated telecom app, offers more than 20 services and uses generative artificial intelligence to assist customers with issue identification and complaint registration.
Receiving the award, Johan Buse said, "This recognition belongs to the entire Banglalink team. Our progress in customer satisfaction reflects our commitment to listening to customers and responding with empathy."
In the CX Champion category, Banglalink was recognised for strong performance against key performance indicators. From Bangladesh, Grameenphone and Robi Axiata also received awards in the operational excellence and emerging telco brand categories, respectively.
TBS / Banglalink / Corporate