The Power Of Communication

In this context, increasing the stickiness of your customer or developing a new product requires digital transformation. To do that, we have very strong AI, and we try to automate our day-to-day activities in order to create the best customer journey.

How has Mobily approached the digital transformation process? When it comes to digital transformation, we have a very clear strategy underpinned by four Ds. The first D is digital infrastructure, the second is digital operation, the third is digital customer engagement, and the fourth is new digital services.

In terms of infrastructure, we need to develop our digital capabilities to cater to future growth. Specifically, we need to develop standalone 5G and IoT and simplify telco cloudification. As for operations, we are embracing digital technology to help us develop intelligent, efficient, and agile operations to deliver the best possible customer experience. This leads us to the third D, which is customer engagement. By embracing data, we can really understand our customers’ needs and anticipate their requests in advance.

Last but not least, these layers will help Mobily to develop and offer new digital services that will play a role in developing smart cities, help Mobily to grow, and support Saudi Vision 2030.

How do you balance innovation with stability and reliability across Mobily’s network and operations? That is a very important balance. On the one hand, you need to have a culture of innovation, and on the other, you need to focus on customer experience. Here, optimization is critical, and we use digital twins to replicate our infrastructure, live traffic, and customers. We then work offline, trying to set all the parameters and test all the ideas, before rolling things out in the real world. Of course, this is highly skilled work and we need to focus on developing talent. But more importantly, it is essential to create a culture of change.