In its quest to solidify its role as a leader in Oman's digital transformation, Ooredoo Oman won’t stop until it positions itself as the undisputed leader in Oman. Expanding on this trajectory, Quique Vivas, Chief Commercial Officer, Ooredoo Oman, shared his expertise from a commercial perspective with Telecom Review.
After stepping into a new position as Chief Commercial Officer, what is your main role when it comes to Ooredoo Oman’s strategy and goals?
My role is definitely to help drive and bring life to our commercial strategy. A big part of this is our customer experience. Every customer journey should be unique, tailored and exceptional from the very first contact with us to becoming a loyal ambassador. Of course, that aligns with providing unmatched value in our services, providing the latest in digital tech and upgrading and innovating plans and products to meet changing needs—and ever-hungry data needs! We also really listen to our customer feedback to make sure we’re hitting the sweet spot and getting it right.
This year, we accomplished a great deal, from revamping our fiber plans, offering faster speeds and unbeatable value, to keeping people connected during their summer holidays and providing unforgettable rewards like our 'Manzili' home giveaway, and our current 'Win Gold' campaign. We are committed to recognizing and rewarding our subscribers and ensuring they enjoy the best possible internet experience—whether they are streaming, gaming, working or learning.
It is a competitive market, and it is important to stay ahead of the competition. This means staying on our toes to innovate and lead, with everything; from CX, products and services and putting customers first, to being agile and keeping one eye on the latest developments so that we can be first-to-market and unique-to-market.
How does Ooredoo Oman serve the digital future through modern technology and sustainable solutions?
Our commitment to adopting a digital-first strategy, in line with Ooredoo’s vision and Oman Vision 2040, drives us to innovate and adapt, and we have to be fast and furious! Our nationwide 5G network stands as a testament to this commitment, enriching lives and fueling the growth and diversification of Oman’s economy. We don’t want 5G just for the sake of 5G. Indeed, our nationwide 5G is, and will be, customer centric, and opens the door to new revenue streams through immersive experiences, smart city applications, and enhanced business solutions. It is important for us to leverage cutting-edge technologies and sustainable practices to drive both innovation and commercial success; but more importantly, to unleash the potential of Oman as a key player in the region.
We empower our customers with digital tech. This includes our multi award-winning app and, most recently, our upcoming digital mobile wallet, “walletii”. We view walletii as a driver of financial inclusion and a testament to our commitment to innovation beyond traditional telecom services.
Our commitment to sustainability is reflected in our push for digital inclusion, our eco-friendly initiatives and our development of energy-efficient network infrastructure, which reduces operational costs and enhances profitability. By embracing technological leadership and responsible growth, we are well-equipped to maintain our competitive edge and, at the same time, make a real difference in the nation's economic growth and development.
In what ways is Ooredoo Oman supporting small and medium enterprises and startups as they contribute to the national economy?
We definitely empower small and medium enterprises (SMEs) and SoHos, recognizing their crucial role in economic growth and diversification. By fostering a vibrant entrepreneurial ecosystem, we align our efforts with Oman Vision 2040.
Our flagship initiatives, “Springboard” and “SpringForward”, are tailored to support SMEs and startups on their journey to success. “Springboard”, developed by women for women, provides training opportunities for participants across the country, and promotes the inclusion of Omani women in the workplace. It empowers them with the skills and the know-how to achieve their aspirations and become future business owners, with a particular focus on digital innovation. Meanwhile, “SpringForward”, for both men and women, provides a broad basis for entrepreneurship training and skills development, serving as an ideal platform for young aspiring talent to become the nation’s future business leaders and owners.
Through these programs, we are not only promoting innovation and entrepreneurship; we are also directly contributing to job creation, economic growth, and the development of a dynamic digital economy in Oman.
Last but certainly not least, we have our hugely successful women’s incubators. These are learning hubs that support women across Oman in developing vocational skills and setting up businesses in information technology, beauty, cooking, sewing, and handicrafts. Since its launch in 2015, the incubator program has trained more than 10,000 women to set up and promote their businesses and overcome the challenges of starting a business.
How does Ooredoo Oman’s business strategy differentiate it from other regional telecom companies?
What sets us apart is a combination of things: mainly a strong focus on customer experience, innovation and a willingness to have a positive impact on Omani society. We are always on the lookout for new and forward-thinking avenues for growth, anticipating customer needs, and strategically diversifying our offerings to deliver exceptional value.
I mentioned financial inclusion via ‘walletii’ above, and this is just one example of staying on the leading edge. But there are many more, such as the diversification of our business verticals. Through this diversification, we have provided cable landing facilities at our new cutting-edge data centers and we have invested in tower companies and unique business services too, such as cloud solutions and services, disaster recovery solutions and IoT. By investing in critical infrastructure, we are not only bolstering our own business but advancing the technology landscape and its resilience.
This strategic position sets us up for sustained growth and success, and by anticipating and addressing the future needs of our customers and stakeholders, we are solidifying our role as a leader in Oman's digital transformation—and we won’t stop until we get Ooredoo to its natural position: undisputed leader in Oman.
As a leading telecommunications company, how does Ooredoo maintain its competitive edge and prepare for potential challenges and gaps in the market?
We have a multi-faceted strategy focused on customer-centricity, innovation, and staying agile and adaptable. We prioritize listening to, understanding, and exceeding customer expectations, with the aim of making every interaction seamless, personalized, and value driven. This commitment is reflected in our investments in state-of-the-art digital platforms and our ‘Voice of the Customer’ program, which tackles customer pain points and feedback head-on with a direct link to our ongoing product and service development as well as the way we interact with our customers.
We embrace emerging technologies to benefit our customers and the nation. Our pioneering 5G network and ventures into fintech highlight our commitment to staying on point. As a leading telecom company, we are a digital enabler that unleashes the potential of its customers. Through strategic initiatives, we create new revenue streams and enhance resiliency against market fluctuations and fierce competition.
Our deep understanding of the Omani market, our best in class technology, combined with a culture of agility and adaptability, enables us to anticipate trends, identify opportunities, and proactively tackle challenges. We remain committed to continuous improvement, and will always be on the hunt for new ways to create value for our customers and contribute to Oman’s digital future.
