How Mobily plans to be a leading digital innovator in the region

Digital Transformation is a key pillar of Mobily’s GAIN strategy. Mobily has successfully executed the GAIN strategy in 2021, amongst its four core tracks: grow core revenue, accelerate digital revenue streams and implement and optimize efficient delivery. Yousef Al Suhaibani, Chief Information Officer at Mobily explains to CIO Middle East the reasons why he joined Mobily and how he is supporting Mobily’s digital transformation strategy.

Q. You have a substantial track record in the telecommunications sector and have contributed to the success of top telecom companies. What inspired your focus on this industry, and how has your experience equipped you for the role of CIO in 2019?

A. The telecommunications sector always stood out to me as a field of constant evolution and profound impact on the way we live and work. My journey through the industry’s various facets has been a pivotal preparation for the CIO role, providing me with comprehensive insights into operational strategies and the transformative potential of digital technologies. This background has been essential in guiding Mobily’s IT initiatives, enabling us to navigate the sector’s dynamic nature and leverage tech innovations to propel us forward.

Q. Can you share some insights on the advancements of Mobily’s digital transformation journey in the past year? What impact has the national ICT strategy had on these advancements?

A. Mobily has made significant steps in our digital transformation this year. We’ve focused on optimizing operations, enhancing customer experiences, and launching new digital services. The national ICT strategy has been instrumental, providing a blueprint for growth and encouraging a more robust digital ecosystem, which has helped us to align with national goals and meet the evolving needs of our customers. 

Q. How are Mobily’s partnerships with leading technology providers contributing to the company’s digital transformation goals?

A. Our collaborations with leading technology providers are crucial. They not only supply us with the latest advancements in technology but also with invaluable expertise that complements our internal capabilities. These strategic alliances play a significant role in accelerating our digital transformation journey. They enable us to construct a resilient and agile IT infrastructure that’s not just about keeping pace with current trends but also about anticipating and shaping future ones. Through these partnerships, we’re able to deploy advanced services and solutions rapidly, ensuring that our customers have access to the best and most secure digital experiences available. Furthermore, these relationships foster a culture of innovation within Mobily, encouraging our teams to think beyond conventional parameters and drive continuous improvement in all our service offerings. 

Q. In what ways is AI technology contributing to Mobily’s operations and services?

A. AI is not just a game-changer; it’s become the cornerstone of our operational evolution, driving efficiency and innovation across all fronts. By integrating AI into our systems, we’re seeing marked improvements in network performance and reliability, enabling us to predict and prevent potential issues before they impact customers. We deployed AI-based solutions during the Hajj season that leverage automation and big data to improve network optimization and enhance throughput. The solutions deployed to monitor and assess the network to correct any anomalies, thereby enhancing performance and service experiences. This revolutionizes the way pilgrims connect during their pilgrimages by ensuring reliable and smooth connectivity throughout the Hajj season. Moreover, these solutions maximize our network capabilities and enhance user experiences in traffic-heavy locations. In customer service, AI allows us to offer more personalized interactions and recommendations, enhancing the customer experience and satisfaction. Internally, AI streamlines our processes, automates routine tasks, and facilitates data-driven decision-making, which significantly increases productivity and allows our human talent to focus on more strategic initiatives. As we continue to harness the power of AI, it’s reshaping the way we operate, positioning Mobily not just as a telecoms provider, but as a leading digital innovator in the region.

Q. Looking ahead, what are the main areas Mobily plans to invest in during 2024?

A. In 2024, our investment strategy is set to focus on key areas that will strengthen our core infrastructure, broaden our portfolio of services, and lay the groundwork for the future landscape of digital offerings. A significant portion of our investments will be channelled into expanding our digital infrastructure capabilities, which is essential for supporting the burgeoning ecosystem of connected devices and next-gen IoT solutions. We are also committed to pushing the boundaries of AI, harnessing its power to revolutionize customer experiences and operational efficiencies. These targeted investments are a testament to our dedication to not just keeping up but leading the charge in the rapidly evolving tech landscape. As we progress, our vision is to transcend traditional telecommunications boundaries, moving towards becoming a TMT leader. This ambition reflects our commitment to driving digital innovation and excellence, offering cutting-edge solutions that redefine the market and empower our customers in the digital age.