Entanet CEO takes on key role to drive customer-led transformation across the CityFibre Group, setting a new industry benchmark for customer experience excellence.

CityFibre, the UK’s leading alternative provider of wholesale full fibre infrastructure, has reinforced its commitment to create a market-leading and customer-focused operator by appointing Elsa Chen, Chief Executive at Entanet, CityFibre’s wholesale business, to a new role of Chief Customer Officer for the CityFibre Group. In this capacity, Elsa will be responsible for CityFibre’s end-to-end customer experience strategy across all market verticals.

Speaking of her new role, Elsa said: “The scale of opportunity that CityFibre has created in the UK market is one that we haven’t seen in this industry for a long time. I look forward to helping to realise this exciting opportunity for our customers by bringing focus on what really matters to them. By applying a customer lens from infrastructure delivery to product innovation, we can deliver truly innovative and differentiated insight-led solutions and services to our partners.

“We have already begun to align our sales operations, account management, marketing, product management and service operations teams that support our partners across all markets we serve. This is not only about streamlining how we work with partners but also, more importantly, ensuring a unified customer experience that delivers the CityFibre brand values that we care deeply and passionately about.”

Greg Mesch, CEO at CityFibre, added: “Elsa’s appointment as Chief Customer Officer for the Group demonstrates our determination to keep our customers front and centre as we scale. As we continue to deliver our Gigabit City investment programme, bringing full fibre access to over 20% of the UK market by 2025, this new role will bring clear executive focus on every aspect of customer value creation and drive customer-focused investment across our operations.”

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