In this keynote session from day 2 of The DSP Leaders World Forum 2025, industry leaders from BT, Verizon, VEON, IBM and the UK House of Lords explore the evolving relationship between telcos and their customers. The panel discusses how digital service providers can shift from infrastructure-led models to more customer-centric strategies –focusing on personalisation, community needs and service innovation. Topics include AI-driven support, super apps, digital inclusion, sovereign services, and the vital roles of trust, data and experience in shaping the future of customer engagement.

Broadcast live 4 June 2025

Featuring:

Lord Chris Holmes

Member, UK House of Lords

Colin Bannon

CTO, BT Business

Colin Wilson

Distinguished Solutions Architect, Verizon Business

Lasha Tabidze

Chief Digital Operations Officer, VEON

Pablo Espinosa

Vice President, Hybrid Cloud Infrastructure and Networks, IBM