Telenet does not use generative AI as a goal in itself, but as a tool to better support its customers. For example, their new AI chatbot provides 24/7 assistance with personal enquiries, such as billing issues, enabling customers to get help quickly and easily.
This demonstrates that AI is most effective when it enhances the customer experience and supports human interactions; when it truly adds value for customers, rather than merely improving metrics.
Telenet does not use generative AI as a goal in itself, but as a tool to better support its customers. For example, their new AI chatbot provides 24/7 assistance with personal enquiries, such as billing issues, enabling customers to get help quickly and easily.
This demonstrates that AI is most effective when it enhances the customer experience and supports human interactions; when it truly adds value for customers, rather than merely improving metrics.
"We shifted our strategy from product leadership to customer centricity to truly make a difference in the customer experience."
In a market where products are increasingly comparable, real differentiation no longer lies in the product itself, but in the customer experience. By focusing on hyper-personalisation and data-driven insights, Telenet creates a superior experience that engages customers and strengthens loyalty. Investing in customer-focused strategies, processes, and communications therefore has a direct impact on customer satisfaction and business outcomes.