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“Technology transformation is a major enabler of our overarching strategy , which is to be a world-class digital leader that provides innovative services and platforms that enable the digital revolution of the MENA region ”
— Haithem M . Alfaraj , Technology & Operations SVP at STC
establishing a dedicated service performance and customer services unit , and creating new KPIs and KQIs that are aligned with a customercentric approach . To achieve these objectives , STC leveraged its data and analytics capability it has built over the years to not only improve customer experience , but also to generate revenue and optimise cost . This capability includes employing AI techniques such as machinelearning , NLP and RPA to introduce efficiency into its operations .
With regards to specific technologies , connectivity and speed of connection have been a large focus for Alfaraj and his team . STC already has the highest mobile speed and the most reliable network in the Kingdom of Saudi Arabia , yet it continues to improve this through investment in its ‘ backbone ’ – data centres , transportation networks and each individual layer of its overall network . “ Our new MySTC app has also had a significant impact ,” he notes . “ This is entirely in line with our digitalisation vision , and facilitates the purchase of smart devices and SIM cards through the app store , complete with free delivery . It also covers fixed services with intelligent customer support capabilities .” On 10 November it was announced that MySTC had received the ‘ App of the Year ’ Golden Award at the Network PGs 2019 IT World Awards , an event organised annually in San Francisco to recognise excellence in technology worldwide .
To achieve such significant change requires effective relationships with key partners and vendors . Here , Alfaraj explains that the business has
DECEMBER 2019