29 June - 1 July, 2027
Copenhagen
Elevating CX: Personalization, design, and digital trust at scale
Sessions in rooms
Chair: Sylwia Kechiche, VP of Industry Analysis, OpenSignal11:00 - 11:30
From data to delight: Personalizing customer journeys at scale
- How CSPs are moving beyond segmentation to real-time, context-aware personalization
- The role of AI and automation in delivering consistent experiences across channels
- Balancing personalization with privacy, consent, and regulatory requirements
- Lessons learned from scaling personalization across millions of customers
Sylwia Kechiche, VP of Industry Analysis, OpenSignal
Mahmoud ELSakhawy, Vice President, Mobile Networks Supercisory Department, Rakuten Mobile
11:30 - 11:45
From CIO Insight to Industry Impact: Accelerating AI-Driven Transformation
- Connecting CIO insight to execution: How Gartner IT4C brings clarity to investment priorities, linking capabilities and ODA to business outcomes
- From AI ambition to measurable CX value: Moving beyond pilots to scale AI for customer experience, enabled by architecture, data, and operating model alignment through ODA
- Partnership in action: How TM Forum, Gartner, and Vodafone combine insight, Open Digital Architecture (ODA), and real-world application to deliver repeatable, industry-driven transformation
Ayman Fathy-Mostafa, Managing Executive of IT, Vodafone
Joann O'Brien, VP Ecosystems & Labs, TM Forum
Michel van Buitenen, Managing Vice President, EMEA Industry lead for High Tech, Telecom & Media, Gartner
11:45 - 12:00
From generative AI to agentic CX in telecommunications
- Explore how telecommunications is evolving from deterministic “if-then” chatbots to autonomous AI agents capable of multi-step orchestration
- Learn how leading CSPs are using Agentic AI to connect network operations with customer experience and deliver hyper-personalized services at scale
- Discover real-world examples of operational savings and innovation enabled through alignment with TM Forum’s Open Digital Architecture (ODA)
Pak Ming Wan, Director of Engineering, Applied AI Incubator, Google
Eric Tyree, Executive Director Data and AI, Virgin Media O2
Session speakers
Sylwia Kechiche
VP of Industry Analysis
Mahmoud Elsakhawy
Vice President, Mobile Networks Supercisory
Ayman Fathy
Managing Executive of IT
Pak Wan
Director of Engineering, Applied AI Incubator
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Eric Tyree
Executive Director - Data Platforms, Products & AI
Michel van Buitenen
Managing Vice President
Joann O'Brien
VP Digital Ecosystems
Also running at this time
The autonomous service provider
Why sovereignty, intelligence, security, governance and intent must be engineered in from day one.
Autonomy unleashed: Scaling level-4 networks and achieving the Dark NOC
Understand what true end-to-end autonomy looks like in production, including when and where a Dark NOC model is viable.
The Loft: Composable IT and Ecosystems
CIT&E Mission Garage: Day One morning
Step into the Composable IT & Ecosystems Garage to build, test, and refine modular IT solutions alongside fellow innovators.
Spotlight: New generation intelligent operations whitepaper 4.0 launch: Real change shaping the new paradigm
Catalyst showcase: Unlocking Composable IT and Ecosystems
The reinvention imperative: IT at warp speed
Drive towards AI-Native ODA
TM Forum showcase where you’ll get the inside track on TM Forum membership, capabilities, and how AI-enabled ODA is setting the standards and shaping the future of our industry. On the stage, TM Forum experts and members share inspiring real‑world case-studies and hands-on demos delivering serious impact across the industry.
Responsible AI in action — governance that scales
Trustworthy AI & Data Mission Garage: Day One morning
Join the Trustworthy AI & Data Garage for hands-on teamwork with leading minds in AI, analytics, and data strategy.
Autonomous Networks Mission Garage: Day One morning
Dive into the Autonomous Networks Garage to work shoulder-to-shoulder with top network experts.