Connecting the Digital Dots

27th of September 2016


Customer Experience The Digital Journey
10.10 am -10.50 am 11.10 am -11.20 am
Customer Experience for digital Etisalat’s Digital
transformation Six step journey
Miguel Villalonga
Jose Sanchez
10.50 am -11.10 am
Coffee Break
Welcome speech
Agenda
12.05 pm -12.20 pm
Digital Security 12.35 pm -12.50 pm
Kamran Ahsan Taking it Forward
11.35 am -11.50 am
Global Connectivity Omar Al-Sharif
12.50 pm -01:00 pm
Saif Al Salman Closing Remarks
12.20 pm -12.35 pm
11.20 am -11.35 am
Digital Channels & IOT Ragy Magdy
Connectivity & Mobility 01:00 pm
Sahebzada Haider Khan
Oscar Gomez 11.50 am -12.05 pm Lunch
Cloud & Data Center
Omran Mansour
Customer Experience for Digital Transformation
Jose Sanchez
Sr. Vice President
Pre-Sales & Customer Service Delivery
 Customer Experience
We have been working in building the team and the required tools to fix the basics in
our support model

Pre-Sales Delivery Customer Care

Expert agents

NOC
 Customer Experience

we want to go a step further now we are transforming order handling & billing complaints to better serve you…
Orders Customer Care Technical & Billing

Unified email address orders@etisalat.ae

 Customer Experience

… and we have set an ambitious roadmap to exceed your expectations

Ordering Delivery Care

Orders Right Speedy SLA

First Time Delivery Multichannel
Etisalat’s Digital Six Step Journey
Miguel Angel Villalonga
Vice President Cloud & Data Center
 The world is becoming Digital
Right now half of the ecommerce is coming from By 2020,
mobiles there will be 20 billion connected devices

Daily,
1/3
over 1.5 million cyber crimes
of all data
are conducted in the Gulf region
will be on the Cloud by 2020
 GO SMART
Our Six Steps Journey
We are here to help in enabling Enterprises
to become smarter

GoGoGoPhygital
Connected
Agile
Go Intelligent drive
toto
GotoTrusted
Mobile enabletoto
upbe
to better
keep partDigital
engage
with
efficiencies
build of&speed
the
productivity the
withDigital
your
of
unlock
Trust
anywhere, GO Intelligent
digital
new business World
customer
change
opportunities
anytime on in ITdevice
any GO Phygital

GO Trusted
GO Agile
GO Mobile
GO Connected
 Creating a Digital Customer Experience

Digital Journey for a

GO Intelligent
retail customer GO Phygital
GO Trusted
GO Agile
GO Mobile
GO Connected
 Understanding the customer

Customer Profile Customer Needs & Challenges

• Food industry – gourmet products • Reduce operational costs and improve efficiency

• 6 branches across UAE, • Improve Customer Service

+ additional international locations • Centralized solution

• Head office in Singapore • Geographical dispersion

Hamad Abdullah
• E-Commerce presence • Stock management
CIO of RetailGrow Group • Main DC in Singapore – In-house development
• Security of the E-Commerce environment
• Marketing Channels to target the right Audience
 Go Connected

Connectivity
Oscar Garcia
Sr. Vice President Business Marketing
 Go Connected

Companies need to access the right information at the right place and the right time

Managed Voice Managed Internet Managed Connectivity

First step towards the
Digital transformation…
 Go Connected
Our customer…
Managed Voice

Managed Internet

Managed Connectivity
 Go Connected

11.5 M saving over 3 years

Impact
1.5 Y
years payback
45% reduction in TCO for
same period
For a large retail customer in UAE
 Go Connected

Thanks for your trust:

13,000+ managed devices
and growing...
 Go Mobile

Mobility
 Go Mobile
Workforce being productive while on the move, anywhere and anytime while getting the control
through self-service and self-care tools
Providing access to any location,
Mobile Hub Business Devices Unified Communications
connecting your workforce wherever
they are
 Go Mobile
• Commitment based plan: rates decrease as monthly Who pays
spend commitment increase
… addressing the full range of payment options Company pays Hybrid Individual pays

• Including devices and other add-on’s

Introducing Mobile Hybrid by Hybrid by
• Introducing Control Center for a 360 view Value Service
Hub
If max allowance is Line goes Excess charged Line goes Excess charged
reached Line goes Barred
Prepaid to Individual Prepaid to Individual
 Go Mobile

• Inventory management
• Allocating usages and allowances
• Spend analysis
Introducing
• Self-service diagnosis
Control Center
 Go Mobile
Our customer…
Mobile Hub

Business Devices
 Etisalat Global Services

Saif Al Salman
Sr. Director Etisalat Global Services
 Etisalat Global Services
Flexible, secure and scalable solutions, tailored to your needs and expertly managed around the
clock by local specialists and global partners

Expand and enhance our coverage to parts of the

world which present strategic business growth
opportunities to our customers
 Etisalat Global Services

GS London Amsterdam, NL
London, GB

Alexandria, EG
GS Dubai
Rabat, MA Karachi, PK
New York, US Beijing, CN

Our global UAE Singapore, SG

coverage
Riyadh, SA
 16 On-net POPs spanning the globe Doha, QA
Kuwait City, KW GS Singapore
 39 established NNI partners Manama, BH
Muscat, OM Sydney, AU
 192+ countries extended coverage Amman, JO
 1000+ POPs accessible globally Johannesburg, SA
 Etisalat Global Services
 GLOBAL SLA
 End-To-End Managed Services
SLA  Network Performance & Delivery
 Committed SLAs, Rebates - if committed SLAs not achieved
Online Portal  ONLINE PORTAL
 Unified: Unified portal for all types of connectivity
 Friendly UI: Accessible for Customers/Partners/Suppliers
Global Solutions MPLS  MPLS
Etisalat GS 

Redundant nodes & Worldwide presences.
L2/L3 VPN with IPV4&IPV6 supported
Portfolio VOIP 

VOIP
SLA is offered to guarantee the quality of VOIP

VAS  VAS
 Media Connect is designed for media customer
 GNOC support, various VPN solutions
 Etisalat Global Services

Savings

Network

Fundamentally different
approach to conventional
carriers Alliances In-House
 Etisalat Global Services
Our customer…
Specific service benefits include:
• Higher performance solution with demonstrable cost savings
• Fully integrated Hybrid Network with direct Cloud access
• Network is future proofed and secured using Etisalat
services
• A single, robust, end-to-end SLA covering all technologies
 Etisalat Global Services

Network savings
30%

Impact Increase in operational efficiency

17%

20% Service Level Agreement

For a large retail customer in UAE

 Etisalat Global Services

Some of our Global

Customers for EGS
 Etisalat Global Services

Invitation to visit our Global Network

Operations Center
Available within your feedback form
 Go Agile

Omran A Mansour
Sr. Manager Cloud & Data Center
 Go Agile

Varying ideas of what constitutes

digital strategy

A healthy digital strategy mandates innovation based on agile, flexible and cost efficient IT solutions
 Go Agile

• Faster
• Security & Compliance Concerns
“Drivers” • Easier “Inhibitors” • Control & Governance
• More Flexible
• Integration
Why are companies migrating to • Cheaper
the Cloud? • Performance
• More Scalable
• Lock-in
• Applications

Trusted Cloud Solutions help IT move at the speed of Business

 Go Agile

Public / Private IaaS Secured Service Consultancy

Etisalat OneCloud
Connectivity SLAs & Strategy

Go Agile
Proposition
Data Managed 24 x 7 Migration &
In-country Services Local support P.S

SAP Outsourcing
Our customer…
Deploy new SAP Enterprise Inventory and
SAP SCM environments to help better
manage supply & demand and balance
inventory level and costs – managed by
Etisalat OneCloud.
Go Agile
Take advantage of existing ULAs or
completely outsource hosting of Oracle
workloads (with L1-L3 support) on private
cloud infrastructure provided and
managed by Etisalat
Oracle Hosting
 Go Agile
Our customer…
Outsourcing server provisioning, Hybrid Cloud to leverage on existing IT investments and
operating and maintenance with SLA conform to security policies

Certified infrastructure: SAP, PCI, HIPAA Cloud bursting to public infrastructure to deal with
hosting seasonal traffic spikes

Offsite data backup

…
Hot or Cold Disaster Recovery
 Go Agile

… increase in business
50% resiliency
Impact
42%
Faster time to market
Reduction in Overall IT
17%
costs

For a large retail customer in UAE

 Go Agile

Some existing
Customers
 Go Trusted

Kamran Ahsan
Sr. Director Security Solutions
 Go Trusted

Security Demand
is
More than ever before!

Threat Vectors in Retail

Source: Verizon DBIR 2016
 Go Trusted

Easy to Compromise but

Difficult to Detect!

Incident Timeline in Retail

Source: Verizon DBIR 2016
 Go Trusted
Increased Attack Sophistication
Lack of Adherence to Policies
Skills Shortage
Maintaining Security
63%
Budget 62%
43% 43%
Challenges 40%
are beyond
Technology
Middle East CIO/ CISO Challenges
Multidimensional Challenges
Source: IDC Middle East CIO Summit Survey, 2016, n=111
 Go Trusted
Assess Predict

End to End
and
Continuous Respond & Recover Detect & Protect

Security
Modern Security Approach
 Network Security Services (NSS) Go Trusted
• DDoS Mitigation Service (Cloud & CPE based)
from • Cloud Web & Email Security Services
• PKI Certificate Service
Network Security Managed Security Services (MSS)
to • Device Management
Cyber Threat • Security Monitoring

Intelligence
• Managed SoC

Cyber Security Services (CSS)

• Threat Intelligence
• Persistent Pentesting / Vulnerability Assessment
 Go Trusted

Detect & Protect Respond & Recover

• Continuous Security Monitoring
Detect & Protect  You can’t manage if you don’t monitor Predict Assess & Respond
• Protection against DDOS attacks, the primary
• Security Device Management • Protection against Business Disruption, Online
threat vector
 Change, Patch & Problem Management Fraud and Branding & Reputation
• Control against spear phishing emails and web
• Intelligence scouting from Public, Underground,
surfing threats
• Incident Management Alliances & Official sources
• PKI Certificates as a 2nd factor authentication
 Identify, contain, respond and recover Takedowns, URL blocking, Browser block and
technical & legal support
Ref: Target & Home Depot Attacks
 Go Trusted

Partnerships
constitute our
Muscle Power
 Businesses trust their Internet &
Go Trusted
Email Security with us
40+
Organizations subscribed to
120+
Our High Profile Threat Intel Cloud DDOS Protection

Customers 5+ Customers in multiple

industry verticals
Footprint
Banks, Government and Oil
45+ Co Managed from our Global Digital Certificates in the
10,000+
SOC UAE from Etisalat
 # of DDoS Attacks detected by our in- Total Incidents Proactive findings of our
24X7 Cyber Threat Intelligence for an
country Scrubbing Center
Dec 2015 – Mar 2016
13,604,520 Energy & Utility customer
Security Threats Duration : ~ One Month
Impact
12,624,799
of Our 2087 250 Stolen 10 Suspicious
Policy Violations 979,721 Credentials Mobile Apps
Value From 1G
Propositions to 100G+ Protected Internet Traffic by our UAE
151 Cyber Multiple instances
Squatting Domains of Backoff POS
based Web Security Cloud; malware
136.7 M transactions in 3 months
of an Enterprise Customer
 Go Phygital

Sahebzada Haider Khan

Sr. Director, Digital Channels
Payments, M2M & IOT
 Go Phygital
Connecting both physical and online worlds together through an omni-channel experience to engage
with customers

Homogeneous 360° Digital Customer Experience Upgrade to Phygital

The right message to the right
Any channel Anytime Anywhere
people at the right time through
the right channel
 Go Phygital
Digital Channels Digital Payments

Digital Signage Customer Insights Payment Hub Mobile Wallet

Business Messaging Payment Channels

 Go Phygital
Our customer…
Attract – Digital Signage

Engage – Electronic Payment Gateway Analytics

Retain – Business Messaging

 Go Phygital

Improvement of the opening rate Transactions conducted through our

from 11% with E-mails to 95% with 14M Payment platform
95%
SMS

Increased Customer
Impact 67% Engagement through Digital
Signage
 Go Phygital

Some existing
Customers
Go Intelligent
 Go Intelligent
INTERNET OF THINGS
Digital World Physical World

Product Smart Smart, Connected Product System System Of Systems

Product Product

Tractors Farm Equipment

System

Things are changing… Tillers

Farm
Equipment System Planters
Irrigation
System
Farm Management
System Platform Weather Data
System

Combine Field sensors Rain, humidity, temperature sensors

Harvesters Irrigation nodes Seed Optimization System
Weather maps
Irrigation application
Farm performance database Weather forecasts

Seed database Weather data application

Seed optimization application
 Go Intelligent
Connecting everything to access and use information to improve processes, create new business models and
improve the life of citizens

Improve processes to be more

efficient and access new business
models
 Go Intelligent
M2M Internet of Things
Wireless sensors networks M2M Control Center IoT Platform
Augmented Reality

M2M Shared Pack.

Big Data Capabilities
 Go Intelligent
Our customer…
Video Surveillance for fraud detection

Logistics and stock management

Cold chain monitoring

 Go Intelligent
1
Customer Operation
Center
Teller Cameras 2
Etisalat Surveillance
Etisalat MPLS Command Center
Network
3
Retail Etisalat Datacenter
Parking lot monitoring Retail Shops
4
Access to authorities
and public entities

61
 Go Intelligent
Cost saving through a better stock
management
15%

Impact Cost saving through monitoring

30% the cold chain

10% Fraud reduction by using our Video

surveillance analytics
For a large retail customer in UAE
 Go Intelligent

Some existing
Customers
 Taking it Forward

Omar Al-Sharif
Director
Vertical Marketing Communications
“Watson, come here! …
I want to see you”
What would alexander Graham Bell say if he saw this...
Want to around the
Afterwards we can do

Sure, I will & u!

How would Orville & Wilbur Wright feel if they board
on an A380 Emirates flight?
Bad quality of the
image
Thank you “‫شكرا‬