Think not what AI can do for Telcos, but what Telcos can do for AI
It seems unlikely that telcos are a rich breeding ground for the next set of breakthroughs in AI, but they are, they just don’t know it.
IHQ Event: Practical AI applications for Customer Experience
2 min. Read
Earlier this month, we invited Forrester Analyst, Brandon Purcell, to share his thoughts on practical AI applications in Customer Experience. The thought-provoking session included an interactive element; with Brandon inviting the audience to debunk certain AI myths.
“AI is best applied in bite-sizes rather than in a huge gulp – addressing a few key business objectives with AI for quick wins is far more likely to succeed than trying to make big organisation leaps.” – Sharifah Amirah, President, Intent HQ Americas
An exclusive invite-only event at the British Residence in New York, we were joined by executives from U.S telecoms and marketing services firms. Forrester CX & AI Principal Analyst, Brandon Purcell led the discussion, pointing to several recent successes and failures of AI applications, and discussed some “truths and lies” surrounding AI. Mr. Antony Phillipson, Her Majesty’s Trade Commissioner for North America and Consul General in New York was the host, and joined the engaging dialogue on demystifying AI and the reality of its potential applications.
Because a customer’s experience has now become more important than prices or products, the primarily Telco audience was interested in learning how AI can help create fabulous customer experiences. AI can enable insights from data and more effectively personalize experiences for customers. Brandon showed that AI can be applied successfully for important business goals, such as retaining customers and increasing revenue, and discussed how best to implement AI across the functional silos of a company.
In the Q&A, participants agreed that while technology is essential, organizational issues are often just as important to the implementation of AI-driven change.
Intent HQ President of Americas, Sharifah Amirah concluded the discussion saying, “AI is best applied in bite-sizes rather than in a huge gulp – addressing a few key business objectives with AI for quick wins is far more likely to succeed than trying to make big organisational leaps.”
Get in touch to discuss how we apply AI to help other Telcos like Telefonica O2 and Verizon.
Related Content
Go Deeper
Why every business can benefit from an advanced customer intelligence platform
Understanding who your customers are and what they need is critical for every business. It’s essential for marketing, product development, customer experience (CX) and support, to name just a few teams. But many businesses still only have a basic understanding of their existing and potential customers. This is because their efforts are often based on […]
Why customer segmentation needs to become more dynamic
Customers expect relevant communication. Each customer that makes up a brand’s customer base is a unique individual with various needs, expectations and pain points. To effectively communicate and support them, organizations must acknowledge their diversity, and act accordingly. Customer segmentation refers to the process of dividing customers into subgroups based on similar characteristics and variables […]
The 6 things that help us the most in developing software
Nowadays words like “agile”, “lean”, “scrum” or “kanban” have been abused so many times that some of its initial values or ideas have been lost. Many people think (and say) they are agile because they do stand-ups; some others are trying to come up with new “smart” acronyms (SAFe, LeSS…) for unknown reasons (because the old buzzwords don’t sell anymore?)