Alaa Malki, CTO of Mobily: Driving Growth Through Digitalization
Mobily, the leading telecommunications provider in Saudi Arabia, has made efforts towards digital transformation in recent years with objectives to grow the company faster while becoming operationally efficient and also improving customer experience. As a result of its efforts, Mobily has received consecutive Customer Experience Awards from the Communications, Space & Technology Commission.
According to Alaa Malki, Mobily’s Chief Technology Officer, this success is made possible by the talented human capital in Mobily’s mobile technology department. The team has a great spirit and extensive knowledge, and works in close collaboration with other units at Mobily, which has made the company a customer experience-centric organization.
Malki explained that the Saudi market is highly competitive and customers are demanding. Therefore, digitalization is critical, and at Mobily specifically, digitalization means implementing advanced AI and widespread automation across operations to ensure an optimal customer journey. Mobily’s digital transformation focuses on four pillars: digital infrastructure, digital operations, digital customer engagement and new digital services.
On the infrastructure side, Mobily is building standalone 5G and IoT capabilities, working on simplifying its telco cloudification and anticipating future growth. In operations, it is using digital technologies to ensure it is efficient, agile, and providing customers with an outstanding experience. Mobily uses data to truly understand its customers and offer them solutions in anticipation of their needs.
Mobily is also developing new digital services that contribute to smart cities, help the company grow, and align with Saudi Vision 2030. Malki says it is essential to balance innovation and customer experience, and one way Mobily does this is by focusing on optimization. Mobily uses digital twins of its infrastructure, live traffic, and customer interactions to test out ideas thoroughly before implementation.
With Mobily’s digital strategy proving successful, Malki says that talent development and creating a culture of change are essential to long-term success.
