SESSION MODERATORS:
Roz Roseboro, Principal Analyst, Service Provider Transformation, Omdia
Chris Silberberg, Research Manager, IDC

FIRESIDE CHAT: Leveraging AICX to truly enhance the customer experience  

• What is the importance of accessibility, consistency, and ability to utilize data at scale across analytics and business teams?
• How do you effectively use AI to manage the growing demand for automating and improving customer experience?
• What is the impact of effectively leveraging predictive analytics on operational efficiency and customer experience?

Interviewer: Oded Ravid, Regional Manager, Ab Initio
Campbell McClean, Advisor to Chief Architect, BT Group
George Bourazanis, Industry Consultant, Roo Consulting

PANEL: Using AI for hyper-personalization and service creation  

• Using data to create customer-driven intelligence-backed differentiates services  
• Who is your customer? Identifying customer change patterns and how to develop dynamic customer profiles 
• What are the technical drivers to enable a more reliable network 

Moderator: Chris Silberberg, Research Manager, IDC
Matt Sanchez, Global Chief Data & AI Officer, Tecnotree
Nikos Angelopoulos, Group CIO, MTN
Bernardo Campillo, Head of Industry Partnerships for IoT & BigData, Telefonica

INTERVIEW: Unlocking CSP growth with AI-powered digitization and personalization

• Strategies to accelerate CSP subscriber growth, enhanced engagement, and improved retention 
• Leveraging AI and data analytics to gain deeper insights into customer preferences and behavior
• Overcoming the challenges of presenting relevant products and services in a contextual manner
• Sharing AI best practices from data ingestion, segmentation, and privacy to the latest in AI and data 

Interviewer: Brian Kracik, Head of Networking, Distributed Cloud, and Telecom Product Marketing, Google Cloud
Ieva Martinkenaite, SVP, Head of Research and Innovation, Telenor
Gabriele Di Piazza, Sr. Director, Product Management – Telecom & Edge, Google Cloud

CASE STUDY: Data driven customer experience measurement

• How to leverage the full potential of data to understand how users interact with the network and the experience customers perceive
• Why NPS surveys and aggregated technical metrics are limited in objectivity and completeness of the user experience
• Emphasizing the need for customized solutions for different customers – why no single approach works 
• Developing a data-driven solution at Verizon to provide an objective daily score for every customer correlated with commercial outcomes

Sebastian Cubela, Associate Partner, Mckinsey & Company
Michael Raj, Vice President- Network Enablement AI & Data, Verizon