Bringing the power of AI to your customers

Wednesday, 20 September 2023
4:00 pm - 5:30 pm

Location: Stage E

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


Bernardo Campillo

Head of Industry Partnerships for IoT & Big Data

Brian Kracik

Head of Telecom Industry Marketing
Google Cloud

Campbell McClean

Advisor to Chief Architect
BT Group

Chris Silberberg

Research Manager

Gabriele Di Piazza

Senior Director, Product Management Telecom
Google Cloud

George Bourazanis

Industry Consultant
Roo Consulting

Ieva Martinkenaite

SVP Head of Research and Innovation

Matt Sanchez

Global Chief Data & AI Officer

Michael Raj

Vice President- Network AI & Data

Nikos Angelopoulos

Group CIO

Oded Ravid

Regional Manager
Ab Initio

Roz Roseboro

Principal Analyst, Service Provider Transformation

Sebastian Cubela

Associate Partner