How technology investment is underpinning e&’s global techco strategy

From pioneering 5G advancements and overcoming industry challenges to embracing cutting-edge AI and sustainability initiatives, Harrison Lung, Group Chief Strategy Officer at e&, and Khalid Murshed, Chief Technology and Information Officer at e& UAE, discuss e&’s journey to becoming a global technology powerhouse.

Q1: Given that UAE boasts one of the fastest 5G networks globally, could you provide insights into e& UAE's journey in adopting and maintaining 5G technology, highlighting key milestones and challenges overcome along the way?

[Harrison Lung (HL)]: e& has had a remarkable journey of developing one of the fastest 5G networks globally. This journey has been a testament to our commitment to innovation, strategic foresight, and unwavering dedication to excellence.

Our transformation began with a bold vision to shift from a traditional telecommunications company into a technology-driven organization. This transition was not merely an operational shift but a fundamental change in how we perceive and deliver value. Recognizing the potential of 5G, we made significant early investments in research and development, positioning ourselves at the forefront of 5G deployment. Our strategic partnerships with leading global technology providers have been crucial in accelerating our 5G rollout and ensuring we have access to the latest advancements in technology.

We focused on ensuring that our 5G network was not only fast but also reliable and accessible across the UAE. Leveraging 5G technology, we developed innovative applications across various sectors, including healthcare, education, and entertainment. These applications have significantly enhanced the digital experiences of our customers, offering them unparalleled connectivity and convenience.

Building the necessary infrastructure for 5G presented formidable challenges. We addressed these by investing heavily in network infrastructure and utilizing advanced technologies such as AI and IoT for efficient deployment. Navigating the regulatory landscape was another significant challenge, which we overcame by working closely with government authorities to ensure compliance with all regulatory requirements. Additionally, the transition to a tech-co required new skills and expertise. We implemented comprehensive training programs to reskill our existing workforce and attracted top tech talent to join our team.

Our diverse 5G product portfolio offers a range of 5G commercial products and services for both consumers and businesses, contributing to the nation's digital transformation.

e& UAE has navigated a remarkable journey in adopting and maintaining 5G technology. This journey is marked by a series of pioneering milestones, overcoming challenges through technological prowess, and a strategic focus on global standards and a diverse product portfolio.

At e&, we firmly believe that technological innovation is the cornerstone of our strategy. Being an innovator and a leader in technology is not just about staying ahead in the market; it's about shaping the future and driving progress. Our commitment to innovation enables us to meet evolving customer needs, enhance digital experiences, and drive economic growth by fostering a vibrant digital economy in the UAE.

Furthermore, our commitment to innovation extends beyond addressing the needs of developed countries like the UAE. We are dedicated to scaling our innovations to uplift less developed markets and contribute to their socio-economic development. By leveraging our expertise and experience in advanced markets, we implement best practices and cutting-edge technologies in less developed regions, accelerating their digital transformation. Our investments in building robust digital infrastructure in these markets ensure widespread access to digital services. Through digital initiatives, we empower communities by providing access to education, healthcare, and economic opportunities, bridging the digital divide and fostering inclusive growth.

[Khalid Murshed (KM)]: e& UAE has been at the forefront of 5G adoption, spearheading the UAE's position as a global leader in 5G technology.

e& UAE holds the first-mover advantage, having quickly recognized the potential of 5G and became the first operator in the MENA region to launch 5G NSA to consumers in May 2019. This advantage is built on a foundation of continuous innovation.

We have consistently pushed the boundaries when it comes to network technologies, announcing 5G SA readiness, showcasing VONR and static network slicing, and demonstrating 5G Private network deployment and 5G SA commercial launches for both FWA and smartphones.

e& UAE has achieved groundbreaking milestones by demonstrating the world's fastest 5G speed, surpassing 13 Gbps during GITEX 2023 and more recently 30.5Gbps during SAMENA leaders’ summit. This unprecedented 5G speed not only positions e& UAE as a global leader but also unlocks immense potential for high-quality connectivity, catering to diverse applications such as cloud gaming, augmented and virtual reality experiences, fixed wireless access (FWA), advanced video streaming, industrial Internet of Things (IoT), and smart factories.

Overcoming significant industry challenges has been a testament to e& UAE's technological prowess. The deployment of cutting-edge technologies such as 5G SA, e2e network slicing, and VONR demonstrates our market leadership. Another common issue faced by all telcos is finding the right balance between technological advancements and return on investment through pertinent use cases. e& has been at the forefront of developing use cases, capitalizing on 5G such as FWA and mobile private networks.

Additionally, e& UAE excelled in global benchmarks, being recognized as the fastest mobile broadband network globally by Ookla, positioning the country as the fastest nation in terms of Mobile Broadband (MBB). Earlier this year, the UAE was also once again recognized as the global leader in fiber-to-the-home (FTTH) penetration, a position it has held since 2016. With its range of FTTH innovations, e& played a significant role in enabling the country to achieve this milestone.

e& is committed to global standards, ensuring alignment with 3GPP specifications and participating in worldwide technological advancements. We are currently focusing on 5G-Advanced and anticipate the deployment starting in 2025.

Q2- I would like to ask you about 5G Advanced. What new service opportunities do you envisage with 5G and how do you expect to monetize the network?

[KM]: 5G Advanced is set to revolutionize connectivity with its enhanced capabilities, offering a plethora of new service opportunities across various sectors, including consumer, IoT, and enterprise.

In the consumer segment, 5G-Advanced will enable ultra-high-definition video streaming, real-time interactive gaming, and immersive augmented reality (AR) and virtual reality (VR) experiences, all made possible by higher speeds and lower latency.

For industry implementations, the Internet of Things will thrive with 5G Advanced, enabling massive machine-type communications and supporting a vast number of connected devices with improved energy efficiency and lower costs, facilitated by technologies like eRedcap and Passive-IoT (P-IoT).

Meanwhile, in the enterprise sector, businesses stand to benefit from 5G Advanced applications such as remote control of machinery, smart logistics, and advanced analytics, transforming operations and opening up new revenue streams, thanks to features like low latency, precise positioning, and higher speeds.

[HL]: Our business strategy for capitalizing on 5G Advanced focuses on three key areas.

First is through network-as-a-service (NaaS), which offers tailored network capabilities to businesses on a subscription basis allows them to pay for exactly what they need when they need it, providing flexibility and cost-effectiveness.

Secondly, we have API monetization. This involves creating and selling APIs that enable third-party developers to build applications leveraging the 5G network, revenue can be generated based on their usage, tapping into the burgeoning ecosystem of app developers. By certifying 17 APIs as per TM Forum and offering these APIs to our customers to test and build new use cases, we tap into the growing ecosystem of app developers and generate revenue based on API usage.

Third is through Enhanced Mobile Broadband (eMBB). By leveraging 5G Advanced’s higher data rates and lower latency, we can provide superior broadband services. This can be monetized through premium service offerings, catering to users with demands for high-performance connectivity.

These strategies position us to capitalize on the vast potential of 5G Advanced, ensuring that we not only deliver cutting-edge services but also create sustainable revenue streams in the evolving telecommunications landscape.

You can find out more details on our journey with 5G-Advanced in our latest whitepaper.

Q3: How is e& UAE progressing in its cloud transformation journey, and could you elaborate on the company's strategy with hyperscalers? Additionally, how is e& UAE evolving towards a cloud-native architecture to optimize infrastructure and enhance overall operational efficiency?

[HL]: e& UAE has been making significant strides in its cloud transformation journey, leveraging both its on-premises cloud infrastructure and strategic partnerships with hyperscalers. Our approach involves harnessing the unique capabilities of various hyperscalers while maintaining flexibility and optimizing workloads for maximum efficiency.

One key aspect of e& UAE's strategy is its openness to partnering with different hyperscalers. By collaborating with multiple providers, e& UAE ensures access to a diverse range of services and technologies, allowing them to select the most suitable solutions for specific use cases. This approach enables us to leverage the strengths of each hyperscaler, such as scalability, reliability, and innovation, to meet the evolving needs of its customers.

[KM]: In parallel to its cloud infrastructure initiatives, e& UAE is actively pursuing application transformation towards cloud-native architectures. By modernizing our applications, we aim to unlock greater agility, scalability, and resilience, essential for meeting the demands of today's digital landscape.

To drive continuous optimization of cloud resources and maintain technology leadership, e& UAE employs AI-based tools and techniques. These tools enable automated monitoring, analysis, and optimization of cloud resources, ensuring cost-effectiveness, performance optimization, and enhanced security posture.

e& UAE's cloud transformation journey has evolved through distinct milestones. A few years ago, up until 2021, we laid the foundation for e&’s cloud transformation by adopting a hybrid cloud model, combining private and public cloud environments. This approach allowed flexibility and scalability. This phase also saw the implementation of automation and orchestration tools to streamline processes and improving efficiency. It also saw the incorporation of container platforms for DevOps, underscoring a commitment to modern software development practices.

In 2022, we took a significant step forward by unifying our cloud strategy. Collaborative efforts with key partners and hyperscalers indicated a strategic alignment to leverage expertise and resources. The establishment of a unified cloud operating model across heterogeneous clouds reflected a commitment to consistency and standardization. Additionally, the introduction of a unified reference architecture provided a blueprint for efficient and coherent multi-cloud deployment, ensuring synergy across various cloud environments.

Last year, we set up a Cloud Center of Excellence (CoE), emphasizing a focus on expertise, knowledge sharing, and best practices, indicating a commitment to continuous improvement. We also strengthened collaboration with hyperscalers such as Microsoft, showcasing a diversified approach, leveraging the strengths of various cloud providers.

Re-platforming key workloads on hyperscaler systems highlighted a strategic move to optimize performance, taking advantage of the capabilities offered by these platforms. Initiatives like TCO reduction and framework agreements with key partners emphasized a focus on optimizing costs and fostering long-term partnerships. Furthermore, the commitment to enhancing end-user/customer experience through continuous automation and enrichment of cloud offerings showcased a dedication to meeting customer needs.

This year, we are transitioning towards AI-driven cloud computing marked a maturation of our cloud capabilities. Embracing multi-cloud transformation reflects a forward-looking approach that acknowledges the benefits of diverse cloud environments. The unification of technology silos and implementation of Fin-Ops for cloud economics indicated a focus on operational efficiency and cost-effectiveness. Emphasis on simplifying and unifying processes across clouds showcased a dedication to streamlining operations for agility and scalability. The adoption of artificial intelligence for operations (AI-Ops) demonstrated a commitment to leveraging cutting-edge technologies for proactive resource management, observability, agility, scalability, and faster problem resolution, ultimately enhancing overall operational efficiency.

Q4: In the realm of artificial intelligence, could you share insights into e& UAE's AI journey and specifically, how the company is adopting Generative AI? Additionally, could you highlight key use cases where Generative AI is making a significant impact within E& UAE operations?

[HL]: At e&, we are strategically integrating AI and data-driven transformations into our telecom operations to ensure sustained growth and success. This shift encompasses various initiatives, positioning the company as a leader in the ever-evolving digital era.

Firstly, we are leveraging AI to optimize business operations. By simplifying and automating business processes, we’re achieving substantial reduction in operational costs, enhancing operational efficiency and fostering agility. This AI-driven approach also enables more informed, data-driven decision-making, positioning us for better performance and adaptability in the competitive market.

In addition, we’re committed to sustainable integration. Recognizing the importance of digitalization and sustainability, we embedded sustainability practices within our AI initiatives. This ensures responsible growth and contributes to broader environmental goals.

Moreover, the growth at e& UAE is fueled by strategic capital allocation. By making targeted investments and forming partnerships, we ensure access to cutting-edge technologies and expertise. This further accelerates our AI journey, keeping us at the forefront of technological innovation and industry leadership.

We also place significant emphasis on responsible AI practices, addressing potential biases and unintended consequences to ensure ethical considerations are central to our AI-driven transformation.

[KM]: We have implemented 400+ AI use cases and over 160 Machine Learning models that span critical areas such as customer segmentation, fraud detection, and Autonomous Networking. These advancements optimize operations and drive revenue growth, notably through Customer Value Management (CVM).

Our AI applications extend beyond core telecommunications. It applies to innovations that profoundly enhance customer experiences, offering increased personalization and engagement such as facial recognition, voice biometrics, and chatbots.

Additionally, our telecommunication network is undergoing a complete AI-driven transformation to achieve end-to-end autonomy. We’ve implemented full machine learning operations (MLOps), ensuring the lifecycle management of models. Moreover, data security and regulatory compliance are prioritized to uphold industry standards.

Recognizing the transformative potential of Generative Artificial Intelligence (GenAI), we’ve strategically embraced this technology to reshape various facets of our operations.

We integrated GenAI into e& UAE's total communications portfolio, empowering AI-empowered products and scaling up Customer Value Management (CVM) revenue streams, for enterprise (Ent), government (Gov), and small and medium-sized businesses (SMBs).

In sales and marketing, we achieved autonomy in our stores, fully digitizing the sales process. We’ve opened the e& UAE Autonomous Store Experience (EASE) – the world’s first autonomous telecom store powered by AI that empower customers to enjoy a quicker and more convenient shopping journey.

Additionally, gamification strategies are employed for effective up-selling and cross-selling. GenAI-driven semantics analysis enhances the understanding of customer needs, further refining sales and marketing approaches.

Our customer experience is also transformed, with virtual assistants, powered by GenAI, that have achieved human parity in both chat and voice interactions, supporting multiple languages. We focus on delivering fully personalized experiences across all customer journeys, ensuring consistency in real-time experiences across various channels.

Corporate functions at e& UAE are fully automated, optimizing efficiency. We have scaled up the capabilities of 'citizen' data scientists, enabling non-technical staff to actively engage in and contribute to AI use cases. Within e& group, we established an AI Competency Hub, which integrates top-tier internal AI talent with global AI leaders through partnerships. Our Citizen X program also focuses on boosting skill sets and empowering our workforce in the creation and deployment of AI applications.

In the GenAI landscape, we stand out as a leader. We actively employ out-of-the-box GenAI models, consuming and leveraging pre-built models for specific tasks. Our approach includes fine-tuning pre-built models to tailor them to our specific requirements and engaging in extensive pre-training to enhance model capabilities. Additionally, we design, build, and train new foundational models using deep learning architectures, allowing for flexibility and customization, positioning us at the forefront of technological innovation.

We detail our AI journey in this whitepaper.

Q5: How does e& integrate ESG into its strategy and operations?

[HL]: At e&, we prioritize Environmental, Social, and Governance (ESG) principles to ensure an environmentally sustainable future while fostering an engaged, diverse, and inclusive workplace. ESG is one of our top strategic priorities, established as one of our four strategic pillars, specifically focusing on 'Drive Sustainability.'

Our comprehensive ESG strategy is fully funded and currently being executed. This strategy includes an environmentally focused pillar dedicated to 'Low carbon operations and helping the world decarbonize.' We aim to be a sustainability leader in the market by integrating sustainability into our internal systems and processes. By continuously adapting and evolving, we strive to become a catalyst for change, diversifying and deepening our efforts across all business verticals to contribute positively to national and global ESG ambitions, such as the UNSDGs and key global climate agreements.

To conceptualize sustainability, we rely on our sustainability framework to define and manage environmental, social, and economic impacts. This framework is built on five key pillars: securing a digital future for all, maintaining ethical and transparent business practices, being a diverse, inclusive, and ethical employer, low carbon operations and helping the world decarbonize, and giving back to society.

We have appointed a dedicated ESG function that reports to the e& Group Strategy, ensuring strong alignment with our overall strategic goals. Additionally, we have established an ESG-focused sub-committee of the Board to provide oversight and guidance on our ESG initiatives. Committed to transparency and accountability, e& engages in global ESG disclosure initiatives.

ESG risks are integrated into our corporate-wide risk management committee, ensuring they are considered in all strategic decisions. Our ESG initiatives, such as the carbon abatement plan and water management plan, are integrated across all functions, including strategy, procurement, technology, and commercial operations. At the corporate level, we have made significant ESG commitments, including pledging to achieve net-zero emissions in our UAE operations by 2030 and actively contributing to global climate action. By embedding these principles into our core business strategy, we are driving sustainable growth and making a positive impact on the world.

Q6: Please provide examples of notable green use cases moves to achive ESG strategy

[KM]: We have made several notable green moves to achieve our ESG strategy, each demonstrating our commitment to sustainability and technological excellence.

Firstly, we deployed the region's first net-zero 5G Massive MIMO site in collaboration with Huawei, showcased at COP28 in Dubai Expo City. This groundbreaking deployment is powered entirely by renewable energy and features an AI-based energy management system, reducing CO2 emissions by approximately 30 tonnes per year. This project underscores our dedication to combining sustainability with cutting-edge wireless technology.

Another significant initiative is our zero-footprint RAN site launched in partnership with Ericsson. This site boasts a compact, energy-efficient design that requires no ground footprint and utilizes fan-less convection cooling. The pilot implementation resulted in a 47% reduction in energy consumption, equating to a reduction of 15 tonnes of CO2 emissions annually.

At COP28, we also demonstrated our elastic energy infrastructure in collaboration with Intel. This demo integrates innovative solutions such as an AI/ML-powered infrastructure power manager, precision liquid cooling, and AI-orchestrated elastic energy infrastructure, all designed to optimize energy usage and performance.

Our 5G-related activities further highlight our green initiatives. We've modernized hardware at high power-consuming sites, achieving a 15%-50% reduction in power consumption. Additionally, at EXPO Dubai, we updated radio equipment at 56 sites, resulting in a 10%-30% decrease in power usage. By consolidating 2G/3G/4G/5G technologies and migrating from outdated technologies to 4G/5G, we’ve significantly reduced hardware usage and power consumption. We've also implemented intelligent power-saving features and smart shutdowns for 5G mobile sites during low traffic hours.

In terms of green data centers, we've designed facilities to minimize environmental impact by reducing energy and water usage, using eco-friendly materials, and minimizing waste. We've deployed solar panels across various sites, contributing to a significant reduction in CO2 emissions. Our decarbonization program and strategies for refrigerant gas recovery, recycling, and reutilization have further decreased CO2 emissions by over 25,000 tons. We continue to introduce renewable energy solutions across our network and employ advanced cooling technologies to enhance energy efficiency, supported by continuous monitoring to identify improvement areas.

[HL]: At e&, sustainability is embedded in our DNA, and ESG principles take center stage in our strategic vision. As we move forward, we are committed to letting our actions speak louder than words, driving impactful change and leading by example in environmental stewardship, social responsibility, and governance excellence. Our ongoing initiatives and future projects will continue to reflect our dedication to creating a sustainable, inclusive, and resilient future for all.