Personalization in telecoms hinges on AI and ML algorithms, but implementing these algorithms often presents significant challenges. Telecoms grapple with integrating vast amounts of customer data, deploying complex models, and maintaining them over time. The sheer volume and diversity of telecom data, coupled with the need to deliver personalized experiences at scale, make this a daunting task.
According to the CVM Trends 2025 study, 53 percent of telecoms require months or even years to integrate new ML models into their CVM processes. This delay hampers their ability to respond swiftly to market changes and evolving customer needs, diminishing competitiveness and customer satisfaction. This is a far cry from the agility reported by startups and digital-first companies and is a major potential area for improvement in the future. Read more on full CVMBoK book.
