Mr. Hemant Soni

Cognitive Campaigns in Telecom: Intelligent Interactions via Data Integrated Campaign Engagement Framework (DICE) for AI-Driven Customer Experience

Abstract:

The telecommunications industry faces a persistent challenge: bridging the gap between rising customer expectations for personalized engagement and the limitations of siloed enterprise systems. Traditional CRM, billing, and network operations often function independently, restricting the development of unified intelligence and real-time responsiveness. This keynote introduces the Data-Integrated Campaign Engagement (DICE) framework-an AI-driven architecture that integrates four critical dimensions of intelligence: Customer Intelligence, Competitive Intelligence, Market Signals, and Augmented Criteria. DICE enables organizations to move beyond fragmented data silos and toward a converged intelligence model that supports scalable personalization and campaign optimization. By applying advanced AI techniques and a mathematically grounded optimization approach, DICE facilitates real-time decision-making across distributed systems. The framework demonstrates potential to enhance customer engagement, improve operational efficiency, and support strategic growth initiatives. This session explores the conceptual foundations of DICE, its architectural innovations, and its implications for transforming telecom customer experience. It also highlights the importance of cross-functional integration, AI governance, and market adaptability in deploying intelligent engagement platforms at scale.

Profile:

Hemant Soni is a distinguished technology and product leader specializing in AI-Driven Digital Transformation across the Telecommunications, Media, and Technology (TMT) sectors. With over 22 years of global experience at industry giants such as Capgemini, Evalueserve, and Vodafone, Hemant has consistently delivered transformative solutions that redefine digital customer engagement and operational excellence. His core expertise lies in AI Platform Architecture and Internet of Everything (IoE)-based Customer Experience Optimization, where he has pioneered intelligent automation strategies that integrate seamlessly into enterprise systems. These innovations have led to measurable improvements in product development, service delivery, and customer satisfaction.  Hemant has led large-scale telecom initiatives, applying advanced business analysis, data-driven strategies, and application architecture to modernize infrastructure and accelerate service innovation. Widely recognized as a thought leader in the TMT domain, Hemant actively contributes to the advancement of AI and product management through mentorship and strategic advisory roles. His visionary approach continues to shape the future of digital transformation in the connected economy.