Banglalink has secured two international honours at The Fast Mode Awards 2025, with the company’s chief executive receiving a regional leadership award and the operator being recognised for customer service excellence.
The company’s Chief Executive Officer Johan Buse won the “CEO of the Year” award for the Asia Pacific region, while Banglalink received the “Customer Experience Champion” award, according to a press release.
The Fast Mode Awards is organised by The Fast Mode, a Malaysia-based global telecommunications media and research platform, which evaluates innovation, leadership and industry impact.
The 2025 edition drew more than 300 submissions across telecommunications, solution provider and leadership categories, assessed by an international panel of industry experts.
The recognition of Johan Buse followed his leadership of Banglalink’s RESET 2.0 transformation programme, which focused on streamlining operations, reducing hierarchies and strengthening a customer-first culture.
Under his leadership, the operator returned to a growth trajectory after five consecutive quarters of revenue decline, while accelerating its shift towards a broader digital ecosystem aligned with parent company VEON’s DO1440 ambition.
The “Customer Experience Champion” award acknowledged Banglalink’s progress in customer service through technology-driven initiatives, including artificial intelligence-powered services and expanded self-service options.
The operator reported a 94 per cent first contact resolution rate, a 35 per cent reduction in call centre volume and the introduction of Bangladesh’s first generative artificial intelligence-powered service chatbot.
The MyBL application, rated as the country’s highest-ranked telecom app, has played a central role by offering more than 20 services and a structured system for issue identification and complaint registration.
“These awards belong to everyone at Banglalink, as consistent improvements in customer satisfaction reflect the dedication of our teams,” said Banglalink Chief Executive Officer Johan Buse.
From Bangladesh, Grameenphone also received recognition in the operational excellence category, while Robi Axiata was honoured as an emerging telecom brand at the same awards.
