M1 Ltd: Taking a customer-centric approach to transformation

Singapore operator M1’s CDO Jan Morgenthal and the need to take a customer-centric approach in its ambition to become a digital powerhouse

Since it first launched commercial services in 1997, M1 Limited has achieved many firsts. It was one of the first operators to be awarded one of Singapore’s two nationwide 5G standalone network licences, the first operator to offer nationwide 4G service, as well as ultra high-speed fixed broadband, fixed voice and other services on the Next Generation Nationwide Broadband Network (NGNBN).

Today, as a subsidiary of Keppel Corporation, M1 offers a wide range of mobile and fixed communication services to consumers, while delivering an extensive suite of services and solutions to corporate customers including symmetrical connectivity solutions of up to 10Gbps, managed services, cloud solutions, cybersecurity solutions, Internet of Things and data centre services.

A highly competitive market, Singapore today has four different MNOs in the market with a number of mobile virtual network operators (MVNOs).

“For a city state which has got slightly over five and a half million people, there are quite a lot of operators trying to get their mobile and their fixed line offerings out there in the market,” explains Jan Morgenthal, M1’s Chief Digital Officer. 

In its transformation, what M1 is doing, Morganthal explains, is taking a very customer-centric approach, as part of an ambition to become a digital powerhouse.

“We want to be a fully digital operator, but also to offer made to measure offerings, and also expand our enterprise business which is a key area for us,” he says. 

“We also want to follow up our regional growth plan. We are not as big as other telco groups globally, we are a relatively small player, but we want to play smart.”

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