Tele-optimising the future

With technology bringing the world closer this year, there's no better time to be in the telecoms industry

Twenty years ago, we saw how telecom companies moved to become more prominent in the ICT domain. Today, we can witness the impact of digital transformation that is making telecom companies become ICDT - Information, Communications and Digital Technology. Telecom companies compete with each other for a wider range and audience. Currently, companies need to supercharge their digital capabilities to gain and maintain a competitive advantage. They can no longer ignore this area, given the current business environment all over the world, with tighter budgets and the need to support urgent business initiatives.

Other technologies that are being explored and invested in are 5G, multi-cloud environments and infrastructure, artificial intelligence, big data, IoT, smart cities and home, etc. In the end, we need to be fully aware of all the upcoming trends and their impact from three dimensions - the technology and telecom sector, company vision and customers and the market. We live in an infinite learning curve, hence we need to always be ready, eager and open to any new technology at any time and keep updating our strategy to link with globalisation and marketing trends, while keeping our core vision and values. 

Obstacles faced in the GCC

There are many everyday challenges that come with a job so dynamic. We need always to acquire a clear framework in order to identify and navigate all major risks to the global trading system and gain insight on how all organisations should plan for these risks and uncover opportunities. Some of the risks were unknown; for example, what happened when Covid-19 hit the world, the economy and people's lives. Now we need to have post-pandemic strategies, adopt methodologies of fast delivery, reshape digital and marketing trends, understand customer expectations and enhance CX in all B2C and B2B landscapes. We have to focus on day-to-day operation and engage more in every layer with the customer, global market and even internally with our employees, to make sure they are safe, empowered, working in a healthy environment and maintaining high ethics.

What's trending

There are many possibilities, we are exploring some of them now and some are upcoming, but eventually, we are moving towards things that make life easier and more efficient for the customer from the level of individual to cities, countries and the whole world we should be all connected and synced with high-speed internet and networks. 5G, Fiber, FWA, that lead to fast and easier streaming, video gaming, social media use, IoT, smart homes and cities, along with clouding, virtualisation, AI and big data, digitalisation, FinTech and cybersecurity are all trending and going to be booming more in coming years. Each field has a million opportunities to take us further for a better life, and we are ready to make that happen.

Consumer Behaviour

The power in the hands of the customer has increased, we can see that with the impact a customer has on a company. All companies need to connect, engage, be close with and win the customer. For example, all companies in the telecom industry or outside, have a dedicated team focusing on social media. Not only that but they also detect all keywords mentioning their brands, designed to provide analysis and immediate actionable response whether it is a positive or negative comment. If it is positive, companies engage more with the customer, if negative they handle the complaint quickly before it becomes news. Today, communication takes place through multiple channels with every channel handling a different demographic.

Prospects with 5G

5G is about high-speed internet that will allow fast delivery and connection. It will eventually lead to smart cities from self-driven cars to smart homes, building self-service cafes with machines, improved healthcare services, transportation, energy-economic opportunities, advanced artificial intelligence and virtual reality, and more.

In 2020, technology connected us and made us closer than ever. It showed us that wherever we are and whoever we are, we need each other, and we need science and technology. The future of the telecom industry is bright. 

Abdulaziz Salem Alturayri is the Transformation Programmes/Portfolios IT and Digital Delivery Director at Zain KSA 

Boardroom hosted by Khaleej Times and Riverbed Technologies on January 26, 2021

 

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