In recent years, Mobily, the leading telecommunications provider in Saudi Arabia, has been dedicated to digital transformation, not only to accelerate company growth and operational efficiency but also to elevate customer experience. This commitment has resulted in consecutive Customer Experience Awards from the Communications, Space & Technology Commission for the telco giant.
According to Alaa Malki, Mobily’s Chief Technology Officer, the key to this success lies in the exceptional human capital within the mobile technology department. With a strong spirit and extensive knowledge, coupled with close collaboration across Mobily’s units, the company has transformed into a customer experience-centric organization.
Recognizing the competitive nature of the Saudi market and the demanding nature of its customers, Malki emphasizes the critical role of digitalization. At Mobily, this involves deploying cutting-edge AI and widespread automation across operations to create an optimal customer journey. The company’s digital transformation strategy revolves around four pillars: digital infrastructure, digital operations, digital customer engagement, and new digital services.
In terms of infrastructure, Mobily focuses on developing standalone 5G and IoT capabilities, simplifying telco cloudification, and anticipating future growth. The company is leveraging digital technologies to enhance operations, ensuring efficiency, agility, and an outstanding customer experience. Data plays a crucial role in understanding customer needs and providing anticipatory solutions.
Mobily’s digital transformation extends to the development of new digital services that contribute to smart city initiatives, support company growth, and align with Saudi Vision 2030. Malki emphasizes the importance of balancing innovation and customer experience, with optimization being a key focus area. Mobily employs digital twins to replicate infrastructure, live traffic, and customer interactions, allowing the team to test ideas thoroughly before implementation.
As Mobily’s digital strategy proves successful, Malki underscores the significance of talent development and fostering a culture of change for sustained long-term success.”
