stc Bahrain uses autonomy and AI to improve customer experience and accelerate transformation

Akram Bakri, Network Director at stc Bahrain, part of STC Group, joins TM Forum’s Joanne Taaffe to discuss using autonomous network capabilities, AI and automation to improve customer experience, reduce costs and accelerate service delivery. Central to this strategy is its EVOLVE framework, developed with Huawei, which provides a structured approach to transformation across business, customer and technology domains. The operator has deployed AI-powered network analytics, proactive broadband monitoring and data-driven customer journey management, achieving significant reductions in complaints and resolution times while growing market share. Looking ahead, stc Bahrain sees agentic AI and self-healing networks as important steps toward higher levels of network autonomy and operational efficiency.