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Digital Transformation at Yettel: What It Brings to Customers and Businesses

Belgrade, December 4 - At the 33rd “Telfor” Conference, Yettel presented its digital transformation journey from the perspective of a telecommunications operator evolving into a technology company. The panel focused on improving the customer experience through digital channels, as well as on the need to unify telecommunications and ICT services for the business community.

Marija Stojanović, Head of Digital Platforms Development, spoke about what this transformation looks like from the perspective of individual customers and how the Yettel app has evolved over the past several years.

“Our app today has more than 1.5 million monthly active users. User activities range from bill and parking payments to plan changes and the purchase of add-on services. To achieve this, we changed the way we work, as developing digital products requires agility and continuous testing. Every innovation is driven by analytics and customer feedback, enabling us to assess ease of use and overall user experience and, based on that, make decisions about further development. The result is a highly rated app and an experience that is personalized, fast, and reliable. For us, digital transformation primarily means delivering solutions that allow customers to complete everything easily and securely in one place,” Stojanović said.

Saša Mijatović, Director of ICT Solutions at Yettel, spoke about business customers, emphasizing that ICT solutions, together with traditional telecommunications services and a stable infrastructure, are now essential for business operations. The integration of Yettel and SBB has created opportunities for a joint market approach toward companies, with unified offerings ranging from network infrastructure and data protection to advanced IT services.

“For years, we have been investing in networks, data centers, and platforms that support millions of users and are available at all times. Our data centers are built to the highest security standards, with multiple layers of protection, access control, and continuous monitoring, which is especially important at a time of increasingly frequent cyberattacks. Today, we can offer companies operating in Serbia a comprehensive range of services, from infrastructure maintenance and security to the implementation of new digital solutions, allowing us to serve as a true technology partner,” Mijatović emphasized.

The speakers concluded that further service development will continue to follow global trends. These include accelerated adoption of cloud solutions that bring flexibility and cost optimization, heightened focus on security, and broader application of artificial intelligence, from analytics to process automation and business decision making. These trends further underscore the importance of data protection and the responsible use of AI technologies.