Gain access to resources and project updates

Register or log in to save your details for future use
First name
Last name
Business email
Company name
Job title

TM Forum will be processing the above information, with the assistance of our service providers located within and outside the European Union, to manage your registration to this event or report download, as well as to keep you informed about our services and products, future events and special offers, the organization of events, providing training and certification, and facilitating collaboration programs. Privacy policy

I wish to receive further information from the Catalyst Team about their products and service by electronic means. Check the "Team Members" section of this Catalyst Project to review the companies that will receive your information. Companies may join the project in the future, so please check back periodically for any updates

All projects

Data-to-NPS: Boosting NPS using Decision Intelligence

URN C24.0.652
Topics AI (Artificial Intelligence), Customer experience management, Digital twin

Understanding customer needs through genAI and digital twins

featured image
To remain competitive and ensure revenue growth, CSPs clearly need to keep their customers happy. Traditional satisfaction management solutions however are based on ad-hoc surveys, usually with small sample sizes, making it difficult to find and address the root causes of any issues. To help them make the right decisions to increase end-user satisfaction, CSPs can now use a concept known as NPS (net promoter score) management. Through NPS management, potential problems and dissatisfaction among end users can be discovered and resolved in a timely manner, thereby improving customers’ experience of the network and potentially increasing their loyalty to the CSP. This Catalyst will develop an intelligent decision-making solution, underpinned by a digital twin and generative AI technologies, to effectively increase the number of satisfaction samples available for analysis. In this way, the solution will improve the efficiency of root cause analysis, help CSPs improve user satisfaction, reduce churn rates and gain competitive advantage. The solution will employ a real-time digital twin of the network, equipped with a high-performance data processing engine, which can check and correct data and user experience automatically, while maintaining stable and continuous data production. The Catalyst will also apply a large language model to improve CSPs’ assurance activities, and maintain the accuracy of real-time data and the stability of their data assets. The project team will apply TM Forum DT4DI best practices and standards to ensure the solution can scale and help CSPs implement it efficiently. A successful outcome will see CSPs improve satisfaction survey results; reduce network complaints, churn and costs; and increase brand value, operational efficiency and revenue.

Contact team

Email the members of the Catalyst team to request more details.


Team members

China Mobile Communications Corporation logo
Globe Telecom Inc. logo
Hangzhou Eastcom Software Technology CO.,Ltd logo
Huawei Technologies Co. Ltd logo
PT Telekomunikasi Selular logo
Saudi Telecom Company logo
Sudo Technology Co. LTD logo

Related projects