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Introduction

Communications service providers (CSPs) are working through the challenging process of digital transformation, driven by the need to compete with fast-moving OTT and consumer tech players.

Highlights

  • For a CSP AI strategy, take a three-step approach: identify and assess your opportunity; build the capability, with AI expert partners where you lack in-house expertise; and follow through with a managed lifecycle.
  • CSPs need to become more adept at personalization across all customer-facing touchpoints and services. AI capabilities are a key enabler on this front, driving advanced personalization at scale.
  • The most effective AI solutions will be those that support a horizontal approach, accessing multiple data streams in real time to produce intelligence that can feed into and enhance cross-domain business processes.

Features and Benefits

  • Lean how AI can benefit CSP operations, from network optimization through to advanced analytics, service personalization, and customer engagement.
  • Understand how to formulate an effective AI strategy.

Key questions answered

  • How can AI benefit my business across different CSP operations?
  • What are the steps needed to develop an effective AI strategy?
  • How does AI technology work and what can it actually deliver?

Table of contents

Summary

  • In brief
  • Key messages
  • Recommendations

Intelligence in action

  • AI dynamics are changing

AI is driving CSP digital transformation

  • AI helps CSPs keep ahead of new business demands
  • AI impacts all aspects of CSP operations
  • The AI roadmap for CSPs
  • AI challenges – and how to address them

Intelligent marketing

  • Personalized customer experiences are a priority for CSPs – and a major challenge
  • The role of AI: from "one size fits all" to personalization at scale
  • How AI can help CSPs transform marketing engagement
  • Recommendations

Intelligent customer care

  • CSPs need to redefine customer care
  • Intelligent agents can take customer care to the next level
  • How AI can help CSPs transform customer care
  • Recommendations

From data to intelligence

  • Data fuels AI automation
  • Harnessing the power of data is critical to digital transformation
  • Business context is essential for unearthing insight
  • Towards a 3D view of customers
  • Recommendations

Appendix

  • Authors

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