Operational Excellence in the AI Era: How T-Mobile Aligned People, Process and Technology to Drive Real Impact

Session Details: This session demonstrates how T-Mobile transformed its insights function into a high-impact value engine—fueling revenue growth, reducing costs and enabling faster, smarter decisions across the enterprise.

In partnership with Escalent, T-Mobile re-architected its approach to insights by embedding Dedicated Teams, scaling advanced analytics and operationalizing AI to directly support value creation and value capture. The result: insights that don’t just inform but drive measurable business outcomes, from enhancing customer experiences and journeys to resolving critical service failures, fueling growth and earning industry recognition from third parties.

At the core of this transformation is operational excellence—aligning people, processes and technology into a modern insights operating system. This includes a shift from static reporting to dynamic, voice-of-the-customer storytelling, and from reactive analysis to proactive, AI-enabled decisioning at scale. Just as importantly, this model serves as a launch pad for broader AI adoption, demystifying AI for stakeholders and embedding it into everyday decision workflows across the business.

As shared by Silvia Altobelli and Dyna Boen, this evolution significantly expanded executive engagement—from 20 attendees to more than 80, including senior leaders and executives—while deepening the quality of that engagement. By making insights more actionable, accessible and AI-enabled, the team strengthened stakeholder trust, increased demand and turned insights into a catalyst for enterprise-wide alignment, action and accountability.

Attendees will leave with a clear blueprint for:

• Creating value by linking insights directly to revenue-generating decisions
• Capturing value through efficiency gains, automation and smarter resource allocation
• Achieving operational excellence by integrating AI, analytics and human expertise into a scalable, future-ready model
• Activating stakeholder engagement to accelerate adoption and maximize the impact of insights and AI across the organization