Telefonica showcases how AI is changing the customer experience and its business at Ovum Digital Futures 2018
Ovum Digital Futures 2018 was a one-day event that brought together industry leaders, analysts, and experts to explore how data and analytics are driving innovation and growth in the digital economy. The event took place on September 20, 2018, at Kings Place London.
One of the keynote speakers was Chema Alonso, Chief Data Officer of Telefonica, who shared how the company is using artificial intelligence (AI) to transform its customer experience and its business operations. He also demonstrated some of the AI-powered products and services that Telefonica offers, such as Aura, Movistar Home, and LUCA.
Aura is Telefonica's cognitive intelligence platform that enables customers to interact with the company through natural language and voice. Aura is integrated with various channels and devices, such as mobile apps, web portals, smart speakers, and TV remotes. Customers can use Aura to manage their accounts, access content, get recommendations, and receive personalized offers.
Movistar Home is a smart device that connects to the TV and allows customers to control their digital home with their voice. Movistar Home works with Aura and other third-party services, such as Netflix, Spotify, and El Tiempo. Customers can use Movistar Home to watch TV shows and movies, listen to music, check the weather, make video calls, and more.
LUCA is Telefonica's data unit that helps businesses leverage data and AI to improve their decision making and performance. LUCA offers a range of solutions, such as big data analytics, cloud computing, IoT, cybersecurity, and AI consulting. LUCA helps businesses across various sectors, such as retail, tourism, banking, and health care.
Alonso concluded his presentation by highlighting Telefonica's commitment to ethical and responsible use of data and AI. He said that Telefonica follows four principles: transparency, security, empowerment, and social impact. He also said that Telefonica aims to create a positive impact on society by using data and AI for social good.
Telefonica is not the only company that is using AI to enhance its customer experience and its business. Ovum Digital Futures 2018 also featured presentations from other speakers who shared their insights and best practices on how to leverage data and AI in various domains, such as marketing, customer service, media, and entertainment.
For example, David Plumb, Chief Digital Officer of O2 UK, explained how the company is using data and AI to create personalized and engaging experiences for its customers. He said that O2 UK uses data and AI to understand customer behavior, preferences, and needs, and to deliver relevant and timely offers, content, and services. He also said that O2 UK uses data and AI to optimize its network performance, improve its customer service, and reduce churn.
Another example was Mark Evans, CEO of ODEON Cinemas Group, who discussed how the company is using data and AI to transform its cinema business. He said that ODEON Cinemas Group uses data and AI to create a seamless and immersive cinema experience for its customers. He said that ODEON Cinemas Group uses data and AI to personalize its communication, offers, and recommendations, to enhance its loyalty program, and to improve its operational efficiency. aa16f39245