Interview: Bader Al Zidi
How can telecommunications companies develop robust digital infrastructure to meet growing demand for remote connectivity and cloud services?
BADER AL ZIDI: I see two essential approaches to developing robust digital infrastructure in Oman. First, the government’s role in providing open passive infrastructure, such as fibre, towers and data centres, has been pivotal. This foundation allows companies to expand connectivity rapidly, especially in remote areas, as we are able to leverage existing resources without duplicating efforts. For instance, cloud services and hyperscalers play an essential part in providing the telecoms operators the required infrastructure to build services and applications rapidly, focusing effort and investment into serving rural and remote areas. Second, embracing new technologies and cloud-based operations from the outset supports rapid scalability. Without the traditional build-out requirements, it becomes far easier and faster to deliver seamless remote connectivity across Oman.
What strategies are essential for enhancing the Omani population’s digital literacy and tech skills to support growth in the ICT sector?
AL ZIDI: Boosting digital literacy and tech skills requires innovation in service delivery and customer engagement. For example, by digitising the entire customer journey – from onboarding to transaction procedures – telecommunications companies showcase the convenience and capability of digital services to customers, helping users become comfortable with a digital-first approach. Furthermore, we have seen success through offering kiosks as fully digital service points across the country. This strategy provides customers with hands-on, guided exposure to self-service options, helping them build their confidence with digital tools. Initially, we placed assistants at digital kiosks to facilitate a smoother transition, acknowledging that comfort with digital processes is a learning curve. In the long term, this incremental approach supports a population more attuned to digital solutions and fosters a digitally skilled workforce ready to support Oman’s growing ICT sector.
In what ways do you see the customer experience and service delivery evolving with the integration of artificial intelligence (AI) and machine learning?
AL ZIDI: AI and machine learning are already transforming the customer experience. With real-time issue detection, service interruptions can be proactively addressed, reducing the burden on customer support centres. AI also strengthens cybersecurity efforts, as it enables telecommunications companies to continuously analyse millions of transactions and identify potential threats. On the personalisation front, data science allows customer behaviour prediction – including churn risk – facilitating the provision of proactive support and tailored services to individual needs. This predictive, data-driven service helps companies refine customer interactions and improve user satisfaction.
Where do you see opportunities for the ICT sector to adopt green technologies and practices to reduce its ecological footprint?
AL ZIDI: The ICT sector in Oman has an opportunity to lead in developing and adhering to sustainable practices, especially through energy-efficient operations and cloud technology. By hosting services on the cloud rather than relying on extensive physical data centres, we reduce the ©energy and resources traditionally associated with telecommunications infrastructure.
Additionally, integrating renewable energy sources such as solar into network operations can help lessen our ecological impact. Beyond infrastructure, IoT can optimise energy use in smart cities and logistics, while AI can improve the efficiency of network management, further lowering carbon emissions. Adopting green technology is not only about minimising our footprint but also about setting a sustainable operational model that aligns with Oman’s broader environmental goals.
