< PreviousEtisalat investing AED 4 billion in digital transformation this year For more stories, check out commsmea.com. Follow CommsMEA on Twitter: @COMMSMEA Also planning to build no fewer than 1,000 5G towers across the UAE. THERE’S BIG MONEY IN DIGITAL. Etisalat’s pioneering efforts in 5G will pave the way for the ‘Future of Connectiv- ity’ with innovation and digital transfor- mation taking centre stage and leading the company to play a greater role in the digi- tal lives of consumers and enterprises - so said Hatem Bamatraf, Etisalat chief tech- nology officer, at 5G MENA 2019. Bamatraf was the keynote speaker at region having empowered digital trans- formation and opening up opportunities to engage with our customers in new ways. Etisalat plans to invest AED 4 billion dur- ing 2019 in digital transformation, mobile and fibre networks. “We are stepping into an era, which marks the revolution of ‘Intelligent Con- nectivity’ underpinned by ubiquitous and hyper connectivity. This term is used to Etisalat is pouring huge amounts of money into helping businesses go digital. the event in Dubai that held high-level keynotes, 5G use-cases, onstage debates and interviews, executive CxO summits, a series of networking opportunities, an awards ceremony, a day-long Blockchain and IoT focused stream. As part of his keynote, Bamatraf high- lighted Etisalat’s continuous investments and focus on enhancing and building one of the most advanced networks in the 10www.commsmea.com UPDATE ETISALAT CommsMEA July/August 2019 For more stories, check out commsmea.com. Follow CommsMEA on Twitter: @COMMSMEA describe the powerful combination of flex- ible, high-speed 5G networks, the Internet of Things (IoT) and Artificial Intelligence (AI). This will have a significant and profound change on individuals, industries, society and the economy, transforming how we live and work. 5G is a reality in UAE due to Etisalat’s pioneering efforts , which will enable subscribers to enjoy technologies blending physical and digital realms from AR & VR to IoT, AI, autonomous vehicles, advanced robotics, 3D printing, wearable tech and more. This is mainly due to the backbone of a robust and one of the most advanced, fastest and widest network in the region. ” “ Innovation was always at the core of our strategy to ‘Drive the digital future to empower societies’ putting our efforts on providing innovative solutions enabling connectivity, mobility, connected devices, energy efficiency, lower latencies and more reliability.” Bamatraf added. Bamatraf reflected the successful jour- ney of Etisalat setting a benchmark for the telecom industry. The major milestone for Etisalat and the telecom industry was the launch of the first commercial 5G wireless network in May 2018 in the UAE becoming the first telecom operator in the Middle East and North Africa (MENA) region to achieve this technological breakthrough and set an industry benchmark. Etisalat was the first operator to have a fully developed commercial 5G network available to provide gigabit internet ser- vices to its customers. The network will fuel enterprises digital transformation, IoT, smart cities and the so-called Fourth Industrial Revolution. He added that Etisalat’s network will also provide the most advanced digital and telecom services to Expo 2020 Dubai and its millions of visitors, supporting an expected 300,000 users on peak days. It will be a key component of the Expo 2020 ‘smart site’ that will deliver a unique and memorable experience for the millions of visitors. In terms of 5G readiness, Etisalat is ready to launch the 5G service for all con- sumers with its infrastructure and net- work equipped to support all 5G devices set to be launched by global mobile device manufacturers throughout this year. With continuous investments in tech- nology and innovation on the network, Etisalat’s infrastructure can enable 5G connectivity today for all fixed devices ex- pected to be launched this year. Etisalat’s technical teams are building 5G network sites to make this a reality and enable 5G coverage across the country, Bamatraf told the audience. He said: “Etisalat’s network and infra- structure will be ready to provide the ser- vice as soon as the 5G mobile handsets are available in UAE. We are aiming to build 1,000 5G towers across the UAE during 2019 to enable 5G coverage. ”We have started 5G planning across Etisalat Group footprint. In KSA, we started 5G trials since last year. Our com- mercial 5G plans gained big momentum when the KSA government released new spectrum in 2.6 GHz and 3.5 GHz bands this year.” He added: “We believe that 5G can be a good substitute for fibre for fixed services in our emerging markets footprint. In that regard, we have started evaluating the technical and commercial viability of 5G for FWA (Fixed Wireless Access) in some of our markets. These evaluations will help us in developing a road map for com- mercial FWA rollout in selected markets.” With majority of 5G deployments to be implemented by 2020 on a global level, by the end of 2024 industry estimates indi- cate a projection of 1.5 billion 5G subscrip- tions accounting to 17% of all mobile sub- scriptions at that time. Etisalat foresees the future of connectivity and is already exploring use cases with new technologies and services that will blend our physical and digital world. Infrastructure investments have been key to this growth and leadership in the market, this continuous investment have led to the modernisation of mobile and fibre-optic networks and infrastructure development through investments in fu- ture technologies such as IoT, AI and 5G. Etisalat believes its huge investments in digital transformation will be worth it to businesses of all sizes. 11www.commsmea.com UPDATE ETISALAT CommsMEA July/August 2019Abu Dhabi’s new airport set to be first in MENA region with public 5G For more stories, check out commsmea.com. Follow CommsMEA on Twitter: @COMMSMEA Will use Etisalat’s network and advancements in C-Band technology. 5G ON THE GO IS A THING IN ABU DHABI. Etisalat has become the first mobile opera- tor in MENA to provide 5G coverage inside an international airport. The Midfield Terminal Building (MTB), Abu Dhabi’s new international airport, will become the first airport terminal in the re- gion to benefit from 5G. The deployment is based on C-Band, delivering gigabit per second download speeds. This achievement has been ena- bled by collaboration between Etisalat and Abu Dhabi Airports to deliver the 5G net- work at the MTB before its official opening. Bryan Thompson, CEO of Abu Dhabi Airports, said: “We value our customers first and foremost, and access to fast cel- lular service is a crucial factor that makes a big difference for travellers from around the world.” He added the following: “Technology Abu Dhabi Airport. 5G COMES TO BAHRAIN Batelco has become the first company to launch commercial 5G services in Bahrain. The service was launched in June this year. Said CEO Mikkel Vinter: “Delivering the latest in digital technology to our customers is our top priority and a crucial part of our corporate digital strategy.” Vinter added: “Batelco is committed to supporting the telecom sector in line with the kingdom’s vision for the digital economy, as well as working on unleashing the great potential of 5G technology – which impacts all aspects of life and which in turn will elevate the definition of telecommunications in our community.” The service will gradually be rolled out to other parts of the Gulf nation. is at the heart of our digital transforma- tion strategy, and providing our customers with enhanced connectivity services at the Midfield Terminal Building is in line with our vision of becoming the world’s leading airports group.” Near Bahrain International Airport. 12www.commsmea.com UPDATE 5G CommsMEA July/August 20195G uptake faster than expected - Ericsson Mobility Report For more stories, check out commsmea.com. Follow CommsMEA on Twitter: @COMMSMEA 1.9 billion 5G subscriptions expected worldwide by 2024. Rapid early momentum and enthusi- asm for 5G has led Ericsson to fore- cast an extra 400 million enhanced mobile broadband subscriptions globally by the end of 2024. The June 2019 edition of the Ericsson Mobility Report forecasts 1.9 billion 5G subscriptions – up from 1.5 bil- lion forecasted in the November 2018 edi- tion – an increase of almost 27%. Other forecasts have also increased no- tably as a result of the rapid 5G uptake. 5G coverage is forecast to reach 45% of the world’s population by end of 2024. This could surge to 65%, as spectrum sharing technology enables 5G deployments on LTE frequency bands. Communication service providers in sev- eral markets have switched on 5G following the launch of 5G-compatible smartphones. Service providers in some markets are also setting more ambitious targets for popula- tion coverage of up to 90% within the first year. The strong commitment of chipset and device vendors is also key to the accelera- tion of 5G adoption. Smartphones for all main spectrum bands are slated to hit the market over the course of this year. As 5G devices increasingly become available and more 5G networks go live, more than 10% 5G subscriptions are projected worldwide by the end of 2019. The uptake of 5G subscriptions is ex- pected to be fastest in North America, with 63% of anticipated mobile subscriptions in the region being for 5G in 2024. Northeast Asia follows in second place (47%). Europe is third at 40%. Total mobile data traffic continued to soar globally in Q1 2019, up 82% year-on-year. It is predicted to reach 131 exabytes (EB) per month by the end of 2024, at which time 35% is projected to be over 5G networks. There are 1 billion cellular IoT connections globally, a figure that is expected to rise to 4.1 billion by the end of 2024, of which 45% are represented by so-called “Massive IoT.” Industries using Massive IoT include utili- ties with smart metering, healthcare in the form of medical wearables, and transport with tracking sensors. The June 2019 report also features three articles written jointly with service provid- ers that offer a glimpse of the progress being made in markets that are on the verge of, or already deploying 5G. Ericsson›s latest report says 5G adoption is even faster than expected. 13www.commsmea.comCommsMEA July/August 2019 UPDATEVIVA BAHRAIN GETS NEW CEO VIVA Bahrain has announced the appointment of its new CEO, Eng. Nezar Banabeela. Banabeela replaced Mohammed Al Khushail, who was the acting CEO of the company since the beginning of the year. Prior to Al Khushail, VIVA Bahrain was spearheaded by Ulaiyan Al Wetaid. Banabeela has more than 15 years of experience, including more than 10 years in the telecom sector with STC Group and VIVA Bahrain, where he held various positions for five years since VIVA’s inception in 2009 including chief of enterprise and wholesale sector. FAY AL-ALSHAIKH STC’S NEWEST FEMALE EXECUTIVE STC has appointed Fay Al-Alshaikh as product portfolio strategy general manager, becoming the Saudi telco’s latest female executive. Al-Alshaikh took up her new role on BAHRAINI WOMEN HELP AVAYA TO DIVERSIFY OPERATIONS A pair of talented young Bahraini women are among the latest crop of graduates from the Avaya Academy. Among the 17 new additions to Avaya’s EMEA workforce are two Bahraini and two Saudi graduates. As fully-fledged employees, these bright young profession- als are ready to contribute to the digital transformation aspirations of their home countries. One of those new employees is Eman Al Shaibani. A sales associate at the Bahrain office, Al Shaibani says: “The past six months at the Academy have been a truly enriching experience. The opportunity to be mentored by some of the industry’s visionaries, the access to cutting-edge technologies, and the unwavering support MOVERS AND SHAKERS Got a personnel change you want the world to know about? Email Andrew.Cover@itp.com to get in touch! OMANTEL DECIDES TO APPOINT A NEW CHAIR Oman Telecommunications Company (Omantel) has appointed Abdulsalam Mohammed Al Murshidi as chair of the board. Al Murshidi takes over from Sultan bin Hamdoon Al Harthi. Al Murshidi currently serves as the executive president of the State General Reserve Fund, the largest Sovereign Wealth Fund in Oman. COMMVAULT NAMES SANDRA HAMILTON AS VP OF CUSTOMER SUCCESS Commvault has announced the appointment of Sandra Hamilton as vice president of customer success. In this role, Hamilton will lead the company’s Systems Engineering, Professional Services, and Support teams – advancing its end-to-end customer engagement, service and support initiatives throughout the entire customer lifecycle. Hamilton has decades of experience. A roundup of hires, promotions, personnel changes, and who has gone where in the telecoms industry in the Middle East and Africa. May 15. Before joining STC, Al-Alshaikh worked as the head of enterprise at Apple in Saudi Arabia. She has also worked at brands including Cisco and Hewlett- Packard. During her career she has held multiple leadership and advisory positions, and is considered one of Saudi Arabia’s foremost experts in enterprise business. Al-Alshaikh is the latest woman to be appointed to an executive position at STC. Earlier in the year, Dr Moudhi Aljamea became the general manager of the ICT School at STC Academy. Additionally, Maha Al-Nuhait became manager of STC’s sustainability programme. In a press release, STC officials said Al-Alshaikh’s appointment reflects STC’s commitment to empowering women in executive positions and to recruit Saudi talents. of the management team, have given me unparalleled exposure and a deep under- standing of the rapidly advancing tech- nology industry. I am eager to now apply my learnings to empower enterprises across the Middle East to advance their digital agendas and create compelling customer and employee experiences.” Adds Nidal Abou-Ltaif, president of Avaya International: “Over the last six months, these 17 talented men and women have already made an impression on everyone who has worked with them, and I’m truly excited about the passion, determination and raw ability that they will bring to bear at Avaya.” Now in its second year, the Avaya Academy is an immersive development programme for new hires in customer- facing functions. 14www.commsmea.com MOVERS AND SHAKERS CommsMEA July/August 2019KaiOS nets about US$50 million in Series B funding to help “connect the next billion people” For more stories, check out commsmea.com. Follow CommsMEA on Twitter: @COMMSMEA Series B funding round led by Cathay Innovation. KaiOS Technologies, maker of the KaiOS operating system for smart feature phones, has announced US$50 million in a Series B funding round led by Cathay Innovation, with continued participation from Kai’s existing share- holders Google and TCL Holdings. With this Series B, KaiOS plans to expand into new markets, and to invest in product portfolio research and development. It will also enable KaiOS to mature its ecosystem by accelerating the growth of the KaiOS de- veloper community. “Our mission is to open up new possi- bilities for individuals, organisations, and society by bringing mobile connectivity to the billions of people without internet in emerging markets, as well as providing those in established markets with an al- ternative to smartphones,” said Sebastien Codeville, CEO of KaiOS Technologies. “We achieve this by collaborating closely with our business partners, enabling them to transform their business models with exciting new products and offerings, espe- cially for first-time internet users. This Se- ries B round allows us to accelerate these ef- forts and increase the impact we can make in societies around the world, one phone at a time.” KaiOS experienced strong growth in 2018 as it built a presence in new markets such as India and Africa through critical partnerships with companies including Reliance Jio, Google, Facebook, Twitter, Orange, MTN, Qualcomm, and others. Ac- cording to a recent Counterpoint study, the smart feature phone segment accounted for nearly one-quarter of all handset ship- ments by Q3 of last year and presents a $28 billion dollar market opportunity in the coming three years, indicating that the global demand for a sophisticated yet cost- effective smartphone alternative is on the rise. KaiOS aims to transition a substantial portion of the more than 1.5 billion feature phone users to smart feature phones, ena- bling carriers, manufacturers, developers, and advertisers to create innovative, new business models. “KaiOS is already the third mobile OS globally and one of the most impactful tech startups in the world. It has the potential to transform the lives of billions of people by giving them access to the internet for the first time. We are proud to join KaiOS’ fan- tastic investor base and to lead this round to support the company’s next phase of rapid expansion. We look forward to lever- aging our global platform and ecosystem to help accelerate KaiOS’ growth in new mar- kets,” said Denis Barrier, co-founder and CEO of Cathay Innovation. KaiOS has an optimised user interface for non-touch phones. The platform supports 3G and 4G/LTE, as well as Wi-Fi, GPS, and NFC. It works with chipsets from all ma- jor manufacturers including Qualcomm, UNISOC, and MediaTek. KaiOS offers a smooth user experience on devices with as low as 256MB of RAM. Through the KaiOS Developer Portal, app developers can cre- ate their own content for KaiOS and have it published in the KaiStore. Using KaiAds, content owners can monetize their apps and services on KaiOS, while brands have the opportunity to reach an entirely new segment of users with their ads. Cathay Innovation is a global venture capital fund, created in affiliation with Ca- thay Capital Private Equity. It was founded around the shared conviction that sup- porting digital entrepreneurs by provid- ing them with a platform bridging three key regions – North America, Europe and China – constitutes a particularly powerful value-creation strategy. As a multi-stage fund, Cathay Innovation partners with vi- sionary entrepreneurs, committed to driv- ing change through technology. Cathay In- novation has offices in San Francisco, Paris, Beijing and Shanghai. To date, more than 100 million devices running on KaiOS have been shipped, ena- bling digital transformation in over 100 countries. KaiOS smart feature phones. 15www.commsmea.com BEST OF THE WEB CommsMEA July/August 201916CommsMEA July/August 2019www.commsmea.com FEATURE ENHANCING CUSTOMER EXPERIENCE Long-maligned for poor service, just how exactly can telcos possibly hope to evolve and differentiate themselves from the competition in order to improve their customer experience? by Ben Mack ENHANCING CUSTOMER EXPERIENCE FEATURE ENHANCING CUSTOMER EXPERIENCE Improving customer service, reducing the cost of transactions and retaining and building relationships with custom- ers remain key issues for telcos – and the Middle East is no exception. Hakam Kanafani, chair of analyst group Arab Advisors says telcos too often focus on delivering new technologies to con- sumers, rather than focusing on existing technologies and services. “Usually the negative impression of telco services starts before the SIM card is activated,” he says. “Customers rate YouTube customer service, which is actually non-existent, higher than they rate CSPs (communica- tion service providers). Why? Because CSPs complicate easy tasks.” According to Kanafani, approximately six years ago the GSM Association – an industry body that manages GSM mobility – conducted a survey to measure cus- tomer service satisfaction across various industries. “The outcome was shocking. Customers ranked telecommunications companies second to last in overall affinity. “Telecommunications companies beat only tobacco companies in being favoured by customers.” The report highlights the challenge for telcos is the same as it has always been: saving money while improving their cus- tomer service. “It is mind-boggling to see the huge amount of cost telecommunications com- panies incur to serve the customers – but the customers are not really happy with these services.” Fida Kibbi, vice president and head of marketing, communications, sustain- ability and corporate responsibility at Ericsson Middle East and Africa, says too many telcos are focusing on what they think customers will want rather than what customers want today. “It is imperative to understand whether the vision set out by current telecom operators’ offerings – specifically mobile broadband plans – meets consumer expec- tations today,” she explains. 5G is a good example. According to the most recent Ericsson ConsumerLab report, just 18% of respondents said they would want to upgrade to a 5G handset as soon as networks are ready. Anthony Shiner, chief digital lifestyle and innovation officer at Dubai-based telco du, admits telcos are “not perfect” when it comes to customer experience. But he says the challenge is that customer experience is no longer about simply resolving prob- lems – it’s now about delivering a seamless, simple experience for customers. He says: “It’s a shift.” Using data to tailor experiences To deliver a seamless experience, you need data. Dr Anastassia Lauterbach, author and entrepreneur and a member of commu- nications service provider global industry association TM Forum’s Digital Ecosys-www.commsmea.com17 FEATURE ENHANCING CUSTOMER EXPERIENCE CommsMEA July/August 201918CommsMEA July/August 2019www.commsmea.com FEATURE ENHANCING CUSTOMER EXPERIENCE Customers rate YouTube customer service, which is actually non-existent, higher than they rate CSPs [communication service providers]. Why? Because CSPs complicate easy tasks.” - Hakam Kanafani, Arab Advisors chair tems Advisory Board – a non-profit organi- sation – says the idea of telcos organising the data they have to create commercial opportunities by better tailoring services to customers is not a new one – but telcos simply aren’t getting the message. “So far, they haven’t been successful,” she explains. “[Telcos] need to systematically review what they want and can do with data, where data is trapped in terms of IT silos, how to enable data cleansing and process- ing to build models. This will all enhance top and bottom line. They need to under- stand centralised versus decentralised AI [artificial intelligence] approaches. They need to develop an ecosystem, which is right for them, as opposed to copying the approach from top Internet brands.” Maxim Nartov, customer solutions director at Nexign – which supplies telcos with business support systems (BSS) soft- ware – says using tools like AI, machine learning and data is great to tailor specific products and services to individual cus- tomers. But they cannot neglect customer service. He says the adage that people like to do business with people they like is still true – and that effective communication is key to building rapport. “Operators that want to serve custom- ers the way customers want to be served, need to strike a pitch-perfect note in every interaction; they need to understand that marketing, care, sales, and support teams have subtly different relationships with subscribers and business customers. If the tone is jarring, the customer will notice.” Data, says Nartov, can help improve cus- tomer service because it’s the “foundation stone” from which to build experiences. “The starting point for some of the most successful one-to-one interactions will be the automatic, accurate collection of customer data – everything they do and say; any indication of a want, dissatisfac- tion, intention, plan or musing must be captured.” Salesforce recently released the third edition of its State of the Connected Cus- tomer report. The report shows Middle East companies are being challenged to rethink not just the individual customer, but their entire approach to customer en- gagement. Data is a key part, so long as it is used responsibly by the telco and not sold off to third-parties without a customer’s explicit consent – which could undermine customer loyalty if they feel their personal data is being misused. “Three-quarters of customers expect companies to use technology to enhance experiences underlines the importance of Middle East organisations better under- standing their customers,” says Thierry Nicault, regional vice president of the en- terprise business unit for the Middle East, Africa and Central Europe at Salesforce. “In the Middle East, AI, machine learn- ing, and the Internet of Things can opti- mise omni-channel customer engagement, drive new streams of digital revenue, and enhance customer loyalty,” he adds. Fida Kibbi. Enhancing customer experience can be done by giving customers what they want.19CommsMEA July/August 2019www.commsmea.com FEATURE ENHANCING CUSTOMER EXPERIENCE Changing customers, changing expectations Demographics are changing – and that means telcos need to rethink how they interact with and tailor experiences, as customers engage differently than they did in the past. Arab Advisors’ Kanafani says one way to rethink engagement is how services are provided. He says mobile apps – originally driven by the advent of smartphones – are what customers expect now. “Twenty years ago, most software experts thought that using software was a complicated endeavour. The Internet changed all that – today taxi drivers in Cai- ro are using the Uber app. Food delivery services in Mexico are basically managed by apps, and is mostly run by teens. Soft- ware is no longer difficult to use. There is no limit to the utility of apps. Telcos need to invest in software development and apps in general.” The du chief digital lifestyle and innova- tion officer Shiner says apps may be great for reaching customers, but their real value is in delivering a more seamless experience. He says seamless experience is the “secret sauce” to help acquire and retain customers – particularly younger customers. Shiner says telcos will need to keep pace with their changing customers. “What we used to take for granted will no longer be the case. The customer will continue to evolve.” Customers being digital natives is something Ericsson’s Kibbi says isn’t news – but also means they’re not likely to be “wowed” by 5G like older generations might be. “Consumers don’t want to pay more for mobile broadband just because it’s deliv- ered over 5G,” she explains. “The higher revenue potential must come from true customer added value.” Kanafani says changing customers, cou- pled with increasing competition as new players like Google and Facebook move in on areas traditionally dominated by telcos, reinforces one of the most important rules that can apply to any business. “Telcos need to change and become more agile and creative.” Improving customer service is not easy. Faten Halabi, regional sales leader for Ku- wait, Bahrain, Oman, Pakistan and Iraq at Avaya, discussed how it can be done. To build a defensible business, the best strategy is to deliver on what consumers really want. Whether they’re dealing with a bank, a telecoms operator, or a govern- ment organisation, consumers want to work with customer service-oriented, or so-called “super serve” organisations. Here are strategies that can help regional telcos become super serve organisations. Leverage the power of voice Voice is the new UI. Consumers are interested in using voice-controlled virtual assistants for communicating with businesses; the allure of using a smart speaker for this is particularly compel- ling – according to our research, more than 60% of UAE consumers would like to use a smart speaker, such as an Amazon Echo to access customer service, while 78% would like to use voice biometrics to bypass identification and verification questions. Extend stellar customer service to every channel So, your call centre is awesome. But what about your online chat experience? Ser- vice oriented organisations will provide the same experience regardless of chan- nel, and they’ll provide their customers with a seamless transition between any channel. In the UAE, 62% of consumers state that they find it difficult to switch from one means of communication to another when interacting with a business. And that number stands at 51% in Saudi Arabia. Don’t forget about the phone Nine out of 10 consumers still believe that first-class phone interactions are the best way to speak to someone quickly, with 65% of UAE consumers and 58% of Saudi consumers saying it’s still the easiest way to explain problems. And almost three-quarters of consumers from either country say that they get the best answers to their problems over the phone. Be predictive UAE and Saudi consumers are keen to see companies using AI and big data to recognise when, for example, they’re fac- ing difficulties. Over four in five say they like it when organisations notice if they’re having difficulty with a process, and 59% want AI to notify them if there’s a problem with a product or service. Empower your employees Super serve organisations understand that employee engagement and customer engagement are linked. According to Avaya’s research, nine-in-ten workers say that communication and collaboration could be improved through the implemen- tation of relevant technology. 5G and the future 5G may be the next big opportunity for the Middle East’s largest telecoms firms. And certainly, in the short term, there will be plenty of consumers willing to pay more for the improved services that 5G will provide. But in the long run, investment in superior customer service will likely be even more lucrative than 5G. CREATING BETTER CUSTOMER SERVICE Avaya's Faten Halabi.Next >