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

Speakers:
Bev Bartlett
Director, 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.