#C663 Project Overview# ► The Challenge Techco is reinventing its positioning to adapt to disruptive changes in an ever-changing business environment such as: * emerging digital players, * market uncertainty, * surge in societal demand, * higher customer needs. ► The Solution To address above challenges, our catalyst members co-created the TMF Open Digital Experience (ODE) member project, with objective to outline the experience that will be expected by various stakeholders, both internal and external, in the era of AI telco running on ODA (integrating AI, autonomous operational capabilities and support for sustainable business practices). Next, using the various experience metrics can further build an experience orchestration to improve customer experience and comply with regulation. ODE followed below systematic approach to fulfill the above defined Objectives: * Identify the various internal and external consumers of ODA * Define the experience metrics expected by the identified stakeholders * Study of gap analysis of ODA using stakeholder experience indexes and using experience orchestration to examine the ODA performance. Our catalyst leverages ODE mindset and also taking value-driven approaches to achieve business growth: * reinventing its core business, * participating in the B2X ecosystem, * exploring new business opportunities, * adopting a people-first and human-centric approach, * driving business innovation, * sustaining social influence. The ODE Stakeholder Experience Index helps Techco prioritize initiatives that enhance the overall digital experience, leading to improved customer satisfaction, increased operational efficiency, and ultimately, business growth. In return, our catalyst members contributed multiple relevant use case to ODE. These assets provided further insights and best practices that complemented ODE and helped drive Techco's sustainable business growth. We believe Techco's transformation not only aligns with its sustainable growth ambition, and it continuously delivers ultimate digital lifestyles to society and individuals, fostering a sustainable and healthy environment. This commitment to providing seamless and engaging digital experiences is also a key driver in achieving Techco's vision of a better, more connected world. #Diverse Champion Business Use Cases# →HKT: Cognitive Contact Center: Implement GenAI at Contact Centre With implementation of GenAI to HKT cognitive contact center, it has proven to be highly effective in enhancing customer experience (CX), and significant improvements in efficiency and productivity for HKT contact center agents. →China Mobile Yunnan: Experience Management of Dedicated Cloud Connectivity for Hospitals Through the end-to-end quality management solution of cloud-network business, China Mobile Yunnan helps the company effectively explore the medical industry market. With the further improvement and practice of this innovation, it is expected that it will bring tens of millions of market space and opportunities in the next 1 to 2 years. This makes us the first local operator to carry out this business cooperation and form a large-scale application. Within the China Mobile group company, China Mobile Yunnan is also at the forefront of the country. →Telkomsel: GenAI solution for Network Planning Telkomsel use the solution to orchestrate complex automation with a range of GenAI services. 1. Enhance data analytics for actionable insights on coverage improvement, revenue uplift, and EBITDA prediction. 2. Improve customer experience through AI-driven personalized services. 3. Enable accurate sales predictions and forecasting with precise AI analytics. →China Mobile Jiangsu: Data-driven OTT experience management improves employee engagement and productivity Based on digital technologies such as signalling big data and machine learning, China Mobile Jiangsu has made innovations and practices in intelligent identification of mobile game service traffic, refined modelling of mobile game perception, and end-to-end optimization of mobile games to implement data-driven mobile game experience assurance. →stc: Elevate customer-centricity by strenthen & centrialize the Voice of family an friends (VOF&F) and the Voice of Customers (VOC) at one digital interface. →China Unicom: Building New Quality Productive Forces for Intelligent Customer Service China Unicom uses digital technologies such as artificial intelligence and data analysis and systematic operation transformation plans to create "一号通解/one-stop solution" high-quality smart services for the 10010 hotline, improving customer service productivity throughout the process and safeguarding the company's sustainable development. →China Mobile Liaoning: A converged service experience approach to truly manage FMC customer needs. By integrating data to identify families and their needs, family-oriented personas enable value and satisfaction assessments to provide decision augmentation for prioritized initiatives and continuous improvements for a closed-loop converged service experience. →China Mobile Anhui: Systematically managing the Internet of Vehicles network experience helps the healthy development of the Connected Car market China Mobile Anhui integrates system capabilities such as the big data platform and simulation test to develop IoV CT diagnosis products from three aspects: simulation dialing test, simulation drive test, and perception optimization. Helps the group company accelerate the IoV strategic development and overtake competitors in the intelligent O&M of provincial IoV. #Main TM Forum Assets Used or Contributed, Academic Paper (Published in USENIX ATC, IEEE ICDE etc)# This Catalyst team used and contributed XX+ TMF assets. * Apart team-mates leading two members projects (ODE, DT4DI,), members also actively use and contributed to TMF assets that related to multiple TMF members projects (e.g. ODE, ODA, DT4DI, AN, AIOps). * We believe the long-term sustainability recipe shall combine value creation & measurement (e.g. ODE, DT4DI) with autonomy and efficiency (AO) in the context of the TM Forum ODA framework. #Impact on Industry# This catalyst project highlights the transformative impact of embracing Open Digital Experience, cutting-edge technologies, and a collaborative ecosystem approach within the telecommunications industry. The key benefits and implications of are as follows: 1. Reshaping the Landscape through Open Digital Experience 2. Delivering Personalized and Seamless Customer Experiences 3. Data-Driven Insights and Optimized Service Delivery 4. Enhanced Operational Efficiency and Competitive Advantage Techco's journey in embracing open digital experience, leveraging cutting-edge technologies, and fostering a dynamic ecosystem has enabled the company to redefine its positioning, enhance customer experiences, optimize service delivery, and strengthen its competitive advantage within the telecommunications industry. This transformation serves as a prime example of how a strategic and innovative approach can unlock remarkable business outcomes and drive sustainable growth in a rapidly changing market.