Scaling agentic AI from pilots to business transformation

Paul Bosch, CIO at KPN, and Rajesh Chandiramani, CEO of Comviva, join TM Forum’s Ed Finegold at DTW Ignite 2026 to explore how telecom operators can move agentic AI from pilot projects to enterprise-wide transformation. The discussion highlighted the importance of AI literacy, organizational change, trusted partnerships, and responsible AI governance. KPN emphasized reimagining processes around customer intent and experience, while Comviva outlined how AI-driven hyperpersonalization can deliver tailored products and services at scale. Success will depend on combining technology readiness with strong operational controls, privacy protections, and measurable business outcomes such as improved customer satisfaction, efficiency, and revenue growth.