Gary Bhomer is the Principal and Founder of Tel-Consult, a consultancy based in Sydney, Australia. He specialises in helping businesses in the region launch new ventures, products, services, and entering the market. With experience in the wholesale departments of mobile network operators and various MVNOs, Gary brings deep industry expertise to his work.
Alexis Petridis is the Head of Sales Mobile Services at e& and is based in Dubai. With 15 years of experience in the telecom industry, Alexis began his career at Proximus in Belgium before moving on to BICS, a carrier. He joined Etisalat two years ago, where he now focuses on mobile services for carrier services.
Naorus Abdulghani is the Group Chief Technology Officer at BeyondONE, a company headquartered in Dubai with operations in seven countries, primarily in the GCC and LATAM regions. BeyondONE aims to provide more inclusive and hyper-personalised experiences for its customers, focusing on building journeys and communities. The company operates two telco MVNO brands, Friendly and Virgin Mobile, and is expanding into the FinTech space with additional products on the horizon.
Giles Tongue is the Vice President of Marketing at Bango, where he focuses on subscriptions and bundling. Bango, with 25 years of experience in direct carrier billing, has recently shifted its attention to the growing trend of super bundling.
Muslim Elkotob is the Principal Solutions Architect at Vodafone Business, where he focuses on providing complete digital solutions, including platform-managed services, for enterprise clients. He is particularly interested in mobile, MNO, and MVNO segments, which he looks forward to exploring further.
With new technologies evolving rapidly, MVNOs face increasing challenges in determining which to prioritise and how to integrate them effectively into their operations. However, these advancements also offer significant opportunities to launch innovative services and enhance business models. To capitalise on these opportunities, MVNOs must gain a solid understanding of the technologies shaping the industry.
To help with this, we invited industry experts for a panel discussion on how emerging technologies can enhance MVNO operations and support new revenue models. Moderated by Gary Bhomer, Principal and Founder of Tel-Consult, the panel explored technologies such as 5G, AI, machine learning, cloud-native platforms, automation, and eSIM. Gary, with his extensive experience in launching ventures and services within the MVNO landscape, provided valuable insights into how MVNOs can leverage these technologies to tackle challenges like differentiation, infrastructure investments, and adapting to rapid technological change.
Gary was joined by a distinguished group of panelists, each contributing their expertise. Alexis Petridis, Head of Sales Mobile Services at e&, shared insights from his 15-year career in telecom, focusing on his current role in carrier services. Naorus Abdulghani, Group CTO at BeyondONE, discussed the company’s innovative approach to hyper-personalised customer experiences and its expansion into FinTech. Giles Tongue, VP of Marketing at Bango, highlighted trends in subscriptions and super bundling, while Muslim Elkotob, Principal Solutions Architect at Vodafone Business, explored digital solutions and the evolving roles of MNOs and MVNOs in the IoT ecosystem.
Opportunities presented by 5G
Gary Bhomer - Tel-Consult: “5G has been around for a few years now. From MVNOs’ perspective, is it making a difference? Is it a way to differentiate?"
Alexis Petridis - e&: “Etisalat operates in 20 countries, with a $30 billion annual revenue and headquarters in Dubai. The city's fast-paced nature and business focus have driven significant investment in 5G infrastructure, attracting businesses and enabling essential services like IoT, machine learning, and enhanced roaming, boosting global opportunities.
From an MVNO perspective, we see that MVNOs traditionally focus more on retail opportunities. However, investing in 5G - gradually, step by step - could open doors to the enterprise sector, which has previously been less accessible for MVNOs. This shift could generate new opportunities and revenue streams. For instance, MVNOs could start offering 5G services or mobile private networks to enterprises, targeting IoT and machine-to-machine communication. These areas hold significant potential for business growth and differentiation.
When I speak with customers, they often tell me they face two key challenges: growing their business and reducing costs. 5G can be a critical enabler in addressing both. It provides opportunities for IoT, private networks, and other innovations.
Naorus Abdulghani - BeyondONE: "When we talk about 5G, two key factors come to mind. Firstly, the speed of connectivity. We are in an era where new generations increasingly demand faster speeds. Whether for entertainment or social media platforms, they want rapid information sharing and seamless experiences.
Back in 2015, data usage began to grow exponentially. Between 2015 and 2027, data usage is expected to increase tenfold, rising from 84 exabytes to 700 exabytes.
Secondly, certain industries are leveraging these capabilities more than others. For example, the healthcare sector has significantly transformed, especially following the pandemic. Video conferencing has become an essential part of healthcare delivery, marking a shift in how services are provided.
As we move towards the future with smart cities, self-driving cars, and greater connectivity, 5G will become the standard. And before long, we will likely be talking about 6G."
Gary Bhomer - Tel-Consult: “Traditionally, MVNOs have primarily operated in the consumer space. However, they are now beginning to explore more enterprise opportunities, such as private networks, which demand significantly greater technological expertise and investment."
Alexis Petridis - e&: “From an MVNO perspective, there are challenges, especially considering the cost of spectrum, which requires substantial investment. You’ve probably heard about the decommissioning of 2G and 3G networks, particularly in the US. This trend is now extending to Europe and the Middle East. As a result, investing in 4G and 5G becomes the natural next step.
However, this isn’t purely a cost for MVNOs. Since MNOs are leading the investment, MVNOs can piggyback on the existing infrastructure. While there are costs involved, this also creates opportunities in terms of new segments and added value for customers.
Just to give you a sense of the potential, there are over 3,000 MVNOs globally today, with an estimated market opportunity of $90 billion by 2028. Interestingly, 60% of this revenue is projected to come from IoT and machine-to-machine traffic, highlighting the opportunities available for MVNOs in these areas.”
The potential of AI and other tech to improve customer experience
Gary Bhomer - Tel-Consult: "Apart from 5G, there are a number of new technologies at the top of everyone’s agenda, including AI and machine learning, cloud-native platforms, automation, and eSIM. What are your thoughts on their importance and potential for MVNOs, having seen the new use cases over the last couple of years?"
Giles Tongue - Bango: "We’ve seen significant data indicating that 20% of all subscription video-on-demand (SVOD) services are already sold through telcos. This figure is projected to rise to 50% by 2028, which is no coincidence.
There’s a clear consumer demand for telcos to distribute these services. A recent study in the US revealed that 91% of specialist SVODs are sold via indirect channels, most of which are telco-driven. This represents a substantial opportunity for differentiation, revenue generation, and more through content sales.
When it comes to AI, its role is crucial in aligning customer bases from both the telco and content provider sides. For instance, AI can be used to create innovative bundles that cater more effectively to these audiences, improving customer satisfaction while driving revenue growth and other benefits."
Muslim Elkotob - Vodafone: "AI is indeed complementing 5G technology. With AI, we can achieve greater efficiency and automate workflows. We’ve established strategic collaborations with companies like Microsoft and Google to utilise generative AI, enabling customised solutions that can be seamlessly integrated into regular workflows across various verticals.
AI’s impact will become even more apparent with 6G, where it will further enhance the automation of services, even at the foundational level. This will reduce reliance on manpower and streamline interactions. Efficiency will improve, allowing less interactive services to serve as the foundation for customer workflows, tailored to specific requirements. This is the direction we are heading towards.".
Naorus Abdulghani - BeyondONE: "If we look back, many of the machine learning models in use were run offline, or 'off-board' as we called it. These models typically operated after hours, processing data, making decisions overnight, and delivering outcomes the following day. It could sometimes take a day or two to act on these decisions.
However, with recent advancements in generative AI specifically, and AI in general, we’re increasingly moving towards real-time, AI-driven decision-making. This shift is opening up numerous opportunities for companies to rethink their strategies.
Rather than worrying about questions like, 'Is this customer data still relevant?' or 'Are we targeting the right segment?' the focus is shifting to, 'How can we make dynamic, real-time decisions?'
I’ve seen companies begin to embrace this approach, making incremental changes by offering highly personalised packages. For example, these packages adapt dynamically based on usage. If a customer has a 10-gigabyte data plan but only uses 5 gigabytes, the system can automatically adjust the plan to 5 gigabytes and refund the difference. Conversely, if the customer exceeds their data limit, the system can seamlessly upgrade them to the next package in advance.
This level of real-time decision-making powered by AI is starting to transform the industry. It’s helping businesses optimise revenues by leveraging these dynamic, personalised modules and delivering more tailored experiences to customers."
Alexis Petridis - e&: "One topic we’re discussing a lot in the industry is digital twins. This concept involves AI playing a substantial role as a kind of sandbox. For example, in the context of digital cities, digital twins allow you to simulate scenarios to test how things might work. You can identify inefficiencies, close gaps, and optimise operations - all in a purely virtual environment supported by AI. This eventually leads to improved workflows, traffic management, and data optimisation.
The second part I’d like to mention relates to customer packages. Yesterday, there was a discussion about adapting packages to customers’ behaviours. This is already happening, though not on the data centre side, but more on the MNO side. For instance, if a customer exhibits specific behaviours or uses certain applications, the system can create dedicated packages tailored to that behaviour. Instead of running broad, costly marketing campaigns, the focus shifts to targeted offers, which are more effective and encourage users to unlock packages specifically suited to their needs."
AI’s potential to improve operational and cost efficiency
Gary Bhomer - Tel-Consult: “We’ve touched on customer offerings, but what about using AI to improve operational metrics and efficiencies? There’s clearly a significant opportunity there as well. What can MVNOs do to enhance operational efficiency while also creating a better customer experience?”
Alexis Petridis - e&: "AI is already widely used in customer service. The aim is to reduce the time it takes for customers to resolve their issues. AI systems can integrate with platforms like WhatsApp, email, or IVR systems to streamline processes.
For example, the goal might be to identify the customer and their issue immediately while simultaneously analysing their profile. If there’s a technical problem, the system can detect it in real-time, significantly shortening the resolution process. Instead of navigating six steps on an IVR, the system can reduce this to three. This not only improves service efficiency but also enhances the overall customer experience."
Muslim Elkotob - Vodafone: "Operational efficiency with AI is heavily reliant on data, as it is highly data-dependent. When you have a large volume of data, you gain significant context, enabling predictive behaviours and improved personalisation. This allows you to analyse the data using AI to suggest personalised decisions for customers. Additionally, AI can optimise resource allocation within systems. For example, if you are dealing with limited spectrum or bandwidth, AI can ensure a fairer distribution based on customer needs, ultimately improving the overall customer experience within the spectrum you’re serving.
AI’s predictive intelligence is a powerful tool, but it does come with trade-offs. AI is resource-intensive, requiring large amounts of data and energy. The balance between resource consumption and the incremental benefit it provides must be carefully managed. Inefficient AI usage can consume significant resources while yielding minimal benefits, and this imbalance should be avoided."
Naorus Abdulghani - BeyondONE: "Yes, and we touched on this when discussing areas where AI can influence operations, particularly in sales and sales channels. It’s not just about making better AI-driven decisions with new models; it also impacts sales operations, customer care, and beyond. In the future, we may reach a point where customers interact with evolving apps that adapt dynamically, offering a hyper-personalised experience tailored to each individual.
We’re also entering a phase where AI will significantly impact cybersecurity. The interaction between AI and cybersecurity will evolve, addressing gaps and enhancing security measures.
AI is filling critical gaps, not only in this industry but across many others. It is targeting efficiency improvements, enhancing operational performance, enabling quicker decision-making, and ultimately delivering a better overall customer experience."
Using new tech to diversify your business
Gary Bhomer - Tel-Consult: “Let’s talk about differentiation - how can MVNOs use technologies and operations to stand out?”
Giles Tongue - Bango: "We’re all aware that the subscription economy is booming. If we were to tally up our own subscriptions, I suspect many of us would be surprised. Personally, I currently have 15 subscriptions. A few days ago, it was 17, and tomorrow it will increase again when I sign up for AppleCare for my son’s iPad. The issue is that it’s becoming overwhelming. We often lose track of how much we’re spending and even how we signed up in the first place.
This growing 'subscription fatigue' presents a significant opportunity for operators to step in. By consolidating subscriptions into one platform - enabling customers to pay for and manage all their subscriptions in a single place - operators can not only improve the customer experience but also drive increased spending. Customers become more loyal to the service provider offering this hub, and we’ve observed that they’re willing to spend more with that provider.
Who is best positioned to deliver this service? We’ve asked this question globally. The answer is always the same: consumers overwhelmingly want their operator to provide this service. It’s a clear opportunity for differentiation.
At Bango, we’re working to facilitate this by connecting content providers and operators through a 'connect once' model. This approach enables speed and scale, helping everyone involved get to market efficiently. It’s a prime example of how technology can drive both differentiation and revenue growth."
Muslim Elkotob - Vodafone: "From the perspective of CSPs or MNOs, we’ve seen significant investments in infrastructure, such as securing frequencies and exploring viable use cases. While private networks and campus solutions were initial ventures, it took considerable time to identify sustainable business models.
MVNOs, on the other hand, enjoy the advantage of not needing upfront investment in infrastructure. This allows them to strategically target niche markets. For instance, an operator like Orange in France might explore ways to optimise its 5G network, such as introducing premium slices or specialised services to justify charging a premium. However, some 5G infrastructure still lacks sufficient traffic in specific areas.
This creates opportunities for MVNOs to selectively focus on particular verticals or use cases. By leveraging existing infrastructure and identifying high-potential niches, they can avoid spreading their resources thin and instead concentrate on areas that promise substantial returns.
For MVNOs, the ability to adopt proven technology without incurring initial costs allows for strategic risk-taking. If they make the right bets on niche markets, the rewards can be significant. It’s a flexibility that CSPs and MNOs often lack, as their investments are spread across a wider array of services."
Gary Bhomer - Tel-Consult: “How can MVNOs differentiate their service levels when the host operator does not frequently provide them with the ability to offer premium services or enhanced connectivity?”
Naorus Abdulghani - BeyondONE: “I think it's not just about service, but also about a combination of elements. You will need to focus on microservice segmentation and aggregation. By doing this, you can develop offerings that require negotiation with the host operator on how these segments are aggregated versus being offered as microservices.
On the content side, MVNOs are well-positioned to offer better aggregation of content, thanks to their connections and partnerships with content providers. I think it's a combination of both elements - service-level differentiation and content aggregation.
When it comes to hyperpersonalisation or microservice segmentation, it’s still a developing area. AI can play a role here by helping to drive decisions. For example, as an MVNO, you could analyse your overall data usage and then offer customised packages for different user segments. While we haven’t seen this fully implemented yet, some companies are certainly exploring these approaches."
Keeping up with new technologies
Gary Bhomer - Tel-Consult: “There's so much happening, particularly with technologies like IoT, AI, and convergence. How can MVNOs keep pace with these fast-evolving advancements? How can they stay informed and leverage these new technologies?”
Naorus Abdulghani - BeyondONE: “AI is here, and if you're not embracing this technology in the next five years, you're going to fall behind. You need to find a way to integrate AI into your business operations because those who do will be far more efficient than those who don’t.
Step one is recognising the legacy systems you have in place. You need to work on reducing that legacy and balancing your focus between maintaining short-term profitability and investing in long-term growth. The long-term growth should incorporate AI. If you don’t prioritise these areas, you’ll find that in the next five years, many MVNOs will be out of the market. New entrants will come in and take over.”
Giles Tongue - Bango: “In addition to technological changes, organisational and behavioural shifts need to occur. Encourage experimentation, foster curiosity, and allow room for mistakes. Everyone should be using AI now. For example, if you're planning a weekend trip, ask ChatGPT for a customised itinerary. Or, if you need to solve a problem, like fixing a phone issue, just use AI - it can even condense a ten-page document into two.
This behavioural shift will eventually spread into other areas of your business. As long as you encourage space for experimentation, failure, and even "silly" ideas, it will ultimately lead to something valuable. If you're not embracing these approaches, I guarantee you'll be left behind.”
Alexis Petridis - e&: “AI and 5G are powerful tools, but they need a clear strategy to be effective. Without a well-defined direction, you'll have the tools but won’t know how to use them, and you’ll end up lost. For example, if you want to shift from retail to enterprise, you need to understand what’s required to make that transition. This could include leveraging AI, acquiring certain connectivity, or even buying a company. It’s like everyone loves pizza, but not everyone knows how to make it - similarly, you need to know how to use your tools effectively.”
Naorus Abdulghani - BeyondONE: “The business culture is very important. At BeyondONE we focus on three main principles to foster innovation:
Think Beyond – Be curious and take calculated risks.
Achieve Together – Collaboration is key.
Deliver for Impact – We focus on meaningful results.
By embracing these values, we aim to create a mindset that drives differentiation, fosters collaboration, and ensures we deliver impact.”
Muslim Elkotob - Vodafone: “Another important factor that hasn’t been mentioned yet is agility. For instance, we manage a large IoT platform, but when a customer needs a customised, tailored solution with a quick turnaround, we partner with startups or rely on in-house technology teams. The challenge for larger companies is that these smaller, custom solutions may not be worth the investment if the customer is too small. But for MVNOs, agility is an advantage - they can quickly adapt and deliver customised solutions. If the niche is large enough, this agility becomes a significant advantage that bigger companies often can’t match.”
Key Takeaways: New technologies offer significant opportunities for MVNOs, enabling the launch of innovative services and the enhancement of business models in ways previously unimaginable.
5G and AI are two key technologies currently in focus. 5G has been in the market for some time, but its widespread adoption has recently highlighted new business models and capabilities. The upcoming sunset of 2G and 3G networks further accelerates the momentum of 5G. MVNOs have particular opportunities in the enterprise sector, especially in leveraging private networks.
AI, a prominent topic at MNL24, is enabling MVNOs to not only create and customise new offerings but also to improve operational margins and efficiency.
While these technologies are crucial, the panelists emphasised that in order to fully leverage them, organisations must have a clear strategy, a defined purpose for adopting the technology, and a culture of innovation at all levels.