The Loft: Trustworthy AI and Data Innovation

Loft

11:00 - 11:15
The rise of agentic commerce: Why CSPs need an operating system for phygital experiences  

AI isn’t improving commerce — it’s breaking the model. The future of commerce will not be won by optimizing channels. It will be won by orchestrating the experience between them. This session lays out iQmetrix's path to an Intelligent Commerce Operating System and the foundations we are building it on today: a modular, cloud and AI-native platform; an orchestration layer spanning activation, retention, and engagement; digital app experiences unifying the consumer journey across channels; TM Forum ODA-aligned open APIs; and AI already in production across forecasting, scheduling, and assisted selling. We will walk through the architecture, the trade-offs, where agentic orchestration sits on top, and the parts that are still genuinely hard. This is not just more systems of record, but an orchestrated system of intelligence

Jason Raymer, Senior Vice President of Client Experience, iQmetrix 

11:15 - 11:30
From confusion to clarity: How Telenet reduced customer effort and cut billing inquiries by more than 30%

Even in a digital-first world, and despite years of transformation, billing remains one of the most complex and friction-heavy moments in the customer journey, and a major driver of confusion, inbound calls and churn. Telenet will share how it is delivering customers an effortless, digital-first billing experience powered by building a data foundation that enables AI-driven experiences. The session explores why most billing transformations fail to address the real issue—complexity and lack of clarity in invoices—and how Telenet simplified the experience without disrupting core billing systems. It also highlights the results: fewer calls, lower costs, an improved customer experience, and AI capable of accurately explaining even highly complex charges

Johan Morel, VP Billing Experience, Telenet 
Walter Neeft, CEO, Calvi 

11:30 - 11:45
From systems to agents: Reimagining BSS with agentic AI

As CSPs face increasing pressure to launch faster, personalize at scale, and operate with far greater efficiency, incremental BSS modernization is no longer sufficient. This is where Agentic AI offers a path to faster Time-to-Market cycles, adaptive monetization and partner management, proactive customer experience and reduced operational overheads. Those who master this shift early will define the next generation of digital‑native telecoms. This discussion explores how Agentic AI is transforming BSS from static, rule‑bound systems into adaptive, autonomous, and decision‑capable platforms. You will learn what it takes to move from automation to autonomy, while examining real‑world use cases.

Mark O'Flaherty, Chief Engineer, Digital, BT Group
Ashish Kar, Head of Digital BSS, Telefónica Germany 
Amitha Sachin Chawda, Senior Enterprise Architect, Telco Transformations, Tech Mahindra

11:45 - 12:00
Launching Synapt AI: the operational intelligence layer for telecommunications

Telecom leaders have invested heavily in AI agents, yet many are still waiting to see the promised production-scale impact. The challenge is not the models themselves. It is the missing layer beneath them that provides every AI agent with structured, governed, and real-time knowledge of your network, customers, operational procedures, and business obligations.  At DTW 2026, Synapt AI unveils the industry’s first operational intelligence substrate purpose-built for telecommunications. Join us for a live demonstration of what becomes possible when AI agents truly understand your business. 

 Balasubramanian Chandran, Chief Product Officer, Prodapt