| Mobily

CONSUMER UNIT

DELIVERING VALUE THROUGH PRODUCT INNOVATION

In 2023, the Consumer Unit navigated price-driven competition and challenging market and regulatory dynamics to grow Mobily’s customer base. It maintained a competitive edge with its core products, led the market with attractive new offerings and continued to reduce customer churn through advanced analytics and enhanced user experience.

MOBILY PAY

EMERGING AS A TOP TIER DIGITAL E-WALLET

Launched in October 2022, Mobily Pay is a market-leading consumer digital e-wallet, offering a wide portfolio of convenient and competitive payment services. In 2023, the first full year of its commercial launch, the mobile application earned the highest customer feedback score in the market with a 4.7/5 rating across the app stores.

BUSINESS UNIT

ACHIEVEING THE HIGHEST PERFORMANCE EVER

Mobily’s Business Unit serves the Kingdom’s business-to- business (B2B) market with competitive and innovative mobile, fixed and digital services. The Unit achieved a record performance in 2023, surpassing all previous years.

WHOLESALE UNIT

EXPANDING MOBILY’S INTERNATIONAL PRESENCE CONNECTIVITY

The Wholesale Unit is the key provider of international connectivity and roaming services for Mobily and its other units. With a comprehensive portfolio, strategic partnership, and cutting-edge infrastructure, the Wholesale Unit is supporting Mobily to lead the digital transformation of Saudi Arabia and the region.

TECHNOLOGY AND INNOVATION

ENABLING MOBILY’S TRANSFORMATION

Mobily’s technology strategy is aligned with its corporate vision of building future-proof technology while optimizing its network rollout to improve customer satisfaction and returns on investment. Its 4 pillars of digital infrastructure, digital operations, digital customer engagement and digital services enable Mobily to be more agile, to improve customer experience and to generate new revenue streams.

CUSTOMER CARE AND EXPERIENCE

PROVIDING AN EXCEPTIONAL EXPERIENCE FOR ALL CUSTOMERS

In 2023, the Customer Experience and Customer Care Departments continued to build on Mobily’s legacy of exceeding customer expectations, surpassing historical key performance indicators (KPIs) and enacting the new Total Experience strategy. Innovations in service delivery, streamlined processes and a commitment to personalized interactions defined the year’s trajectory.