Transforming Customer Care: Vodafone's AI Journey and Vision for the Future

Speakers:
Bev Bartlett
Group Head of Digital Care
Vodafone
Bev Bartlett is the Group Director of Digital Care at Vodafone, responsible for transforming the care function across the consumer business. Recognized as a leader in scaling GenAI adoption, Bev previously led Vodafone’s TOBI program. Before joining Vodafone, Bev held various positions at Nationwide, culminating in her role as Senior Product Owner of digital solutions in care, where she began her journey with Conversational AI. An expert in digital transformation and care, Bev holds an MBA from the University of Surrey and a BSc from Sheffield Hallam University.

Luca Cassani
Director, Technology Strategy
Microsoft
Luca is the Director of Technology Strategy for the Vodafone Group account at Microsoft. In this role, Luca advises Vodafone on the latest technological trends and how technology and digital transformation can unlock business value. A leader in GenAI-powered business transformation, Luca has supported some of the earliest global use-cases pre-ChatGPT. An expert in digital and AI transformation, Luca holds an MBA from SDA Bocconi and an MSc from Politecnico di Milano.
Roz Roseboro
Principal Analyst
Omdia
Roz covers communication service provider operations and IT for Omdia, covering telco AI and analytics. She has more than 20 years of experience in market research, marketing, and product management. Her research focuses on how AI is being applied in network and OSS/BSS domains, how analytics are being used to improve CSP operations and the associated professional services provided to CSPs by their technology partners.
Roz joined Omdia in 2022 following a career at Heavy Reading, Analysys Mason, OSS Observer, and RHK. Prior to becoming an analyst, she worked at Motorola on IT product development and radio and mobile phone product management.

Armita Satari
Head of Custom Content
Telecoms.com
As the Head of Custom Content, Armita leads the production of bespoke content on Telecoms.com Intelligence. Prior to joining the team, she held a number of roles at the GSMA, the mobile industry association, leading on strategic research and analytical output on mobile as an assistive technology and mobile networks and services. Before that, Armita was the primary industry Analyst specialising on the DACH region at Ovum (now Omdia), delivering business critical and intelligence research and consulting. She brings nigh onto seven years of analysis and research experience in the TMT sector.