AI agents driving profit - case studies that count

Sessions in rooms

Chair: Chris Silberberg, Research Manager, Comms Service Provider Operations & Monetization, IDC

11:00 - 11:15 
The multi-agent infrastructure: Fizz’s blueprint for autonomous operations 

• Conversational RAG drives first-contact resolution: Replacing flow-based bots with conversational AI significantly improved resolution rates and efficiency
• Multi-agent orchestration at scale: A core operational layer that reduces complexity and lowers support costs
• Specialized agents, unified resolution: Coordinated agents share context and collaborate to resolve customer needs autonomously

Apostolos Kallis, CCO & Board Member, ETIYA
Martin Gendron, General Manager, Fizz

11:15 - 11:30
AI in action: Learn how KPN is driving business outcomes with Agentic AI

• Learn about the current state of AI and strategy at KPN 
• How to make the transition from AI Assistants to Agentic AI at Scale
• Ways to measure value and impact of AI

Paul Bosch, CIO, KPN
Neil Sholay, AI VP, Oracle
Anil Rao, Product Marketing Director, Oracle

11:30 - 12:00
Panel: AI agents driving profit: Exploring which models deliver measurable P&L impact

• Evaluating real-world AI use cases that directly influence revenue streams and cost efficiency
• Comparing different AI models: predictive, prescriptive and generative for measurable business outcomes
• Identifying key performance indicators and frameworks to quantify AI’s contribution to the bottom line

Moderator: Chris Silberberg, Research Manager, Comms Service Provider Operations & Monetization, IDC
Emilio Varas Jimenez, Customer Fulfilment Head of AI Transformation, Vodafone
Chetan Narang, Director of AI Product Strategy, Colt Technology Services 
Siniša Arsić, Director for Data, analytics and AI, Telekom Srbija 
Shobitha Shetty, Vice President & Business Unit Head - Europe Telco NBD, Tech Mahindra