This research paper presents a qualitative case study exploring the relationship between open innovation and customer experience within a global telecom operator in Egypt. Using in-depth interviews with 35 employees across various departments and extensive secondary data, the study investigates how service innovations are created to address local market needs and enhance customer experience. Findings reveal that the telecom operator leverages customer-centric open innovation to introduce both incremental and radical service innovations, such as interactive voice responses tailored to high illiteracy rates, micro-recharge cards, and mobile transfer applications. These innovations provide value-for-money, convenience, and differentiated services, significantly improving customer experience and loyalty in the emerging market context. The study underscores the importance of integrating external and internal knowledge and agile innovation processes to sustain competitive advantage in the dynamic telecommunications sector in Egypt.