In 2007, Safaricom PLC (Safaricom) and Vodafone invented M-PESA, a mobile payment system that has transformed financial services in Kenya and beyond by bringing banking capabilities to unbanked populations. M-PESA has become a cornerstone of the Kenyan economy and helped Safaricom build a reputation for innovation. 

In this episode, I'm talking with Fawzia Ali, chief consumer business officer at Safaricom. We discuss the success of M-PESA, the company’s efforts to use AI and machine learning for continued innovation, and how it’s preparing its workforce for an AI-driven future. Listen now to hear:

• How M-PESA simplicity and wide distribution changed the game for unbanked populations [02:12];
• How Safaricom is using AI and ML to create hyper-personalized plans [06:52];
• The power of starting with small cohorts of customers and iterating quickly [09:45]; and
• How Safaricom is boosting employees’ AI know-how and fostering a culture of AI innovation [13:00].

Links and Resources

• In 2015, American television news show 60 Minutes told the story of M-PESA’s success, and in June of this year, Forbes continued the story with the article, M-PESA: Why the world’s first large mobile payment platform keeps on winning.
• Earlier this year, Fawzia wrote an article for Marketing Africa Magazine called Learn, Unlearn, Relearn about the importance of setting personal and professional goals and learning new skills. Look for it on page 8.
• Ready to unlock the power of your data and supercharge your customer experience? Listen to my MWC23 MVNO Summit Talk, SUPERCHARGE your MVNO with personalization where I talk about how you can use ML and hyperpersonalization to drive new revenue.
• Fawzia and I both have a special relationship with shoes, and she’s even talked about her passion for them in this video from Engage+.
• My go-to shoes are Golden Goose mid-stars: They have wingtip styling like a man’s business shoe. They’re my “business sneaker.”
• Watch this episode on our YouTube channel.
• You can find the episode transcript here.

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This week’s guest

Fawzia Ali is a transformational commercial leader in the FMCG and telecommunications sectors, currently serving as the chief consumer business officer at Safaricom PLC, a leading technology company in Africa. With an impressive track record of success and a deep understanding of the ever-evolving consumer landscape, Fawzia plays a pivotal role in shaping Safaricom's customer-centric strategy and driving the company's growth in the competitive technology sector. She leads a diverse and talented team focused on creating value for Safaricom's customers.

Podcast Credits

• Executive Producer and Host: Danielle Rios, TelcoDR
• Senior Producer: Lindsay Grubb, TillCo Media
• Senior Editor/Brand Manager: Alisa Jenkins, Springboard Marketing
• Audio Editor: Andrew Condell
• Supervising Producer: Amanda Avery
• Associate Producer: Kriselda Dionisio
• Music: Dyami Wilson