Telco supports long-term growth with a roadmap for AI maturity

Hifly’s maturity framework highlighted that AI projects were run in silos, unaware of parallel efforts across the organization. Foundations were not reusable, and existing roadmaps were not aligned with business goals.

At the same time, there was tremendous potential in the existing structure. Utilizing available customer data across the sales pipeline could enable AI-powered customer journeys for increased revenues, while internal knowledge bases could serve as grounds for operational AI assistants.
 

Based on initial findings and business goals, we defined the core strategic pillars of the client’s AI roadmap. From customer experience and internal efficiency to their organizational and technological enablers, each pillar includes up to 8 specific items, such as creating squads to implement a journey-based sales pipeline and the implementation of an AI-powered assistant.

The result is a flexible but actionable AI strategy that serves as a north star with high-value use cases, cross-department initiatives and capabilities, and future scalability.