In the AI era, telecommunications operators are at a strategic crossroads. For decades, competitive advantage was built on spectrum coverage and speed and associated pricing. Today, however, customer loyalty is shaped less by network ownership and more by both tailored and digital experience and services. With the mobile device a focal point of customers’ lives, this is where communication service providers need to increasingly live. This means reshaping their mobile device experience.
As consumers demand more personalization, guidance and curation of their experience, telecom operators must pivot their AI investment to this area to win back customer affinity – helping customers solve issues when they arise quickly with total resolution, being proactive to get ahead of issues in the first place and then personalizing the service experience itself to match customer needs/interests.
This session will explore the strategic dilemma facing telcos and the practical path forward. Through early real-world practical examples and architectural insights, we will examine how telecom operators can gradually shift their focus to the customer’s device and retake control of the relationship toward deeper loyalty.
