BT, a British multinational telecommunications company, utilises artificial intelligence (AI) and agile methodologies to drive its digital transformation. The company’s Chief Architect, Neil McRae, highlights the value of AI in predicting customer behaviour and enhancing network performance. BT’s AI-enabled systems can forecast customer needs, enabling the company to proactively address issues and improve customer experience.
Agile methodologies are also crucial for BT’s digital transformation. The company employs a ‘fail fast’ approach, encouraging innovation and learning from failures. This approach has helped BT streamline processes and accelerate decision-making.
McRae emphasises the importance of having the right team in place, with diverse skills and backgrounds, to drive digital transformation. He believes that BT’s success is largely due to its talented team, who are passionate about technology and customer service.
BT’s digital transformation journey is not without challenges. The company has faced difficulties in managing legacy systems and integrating new technologies. Despite these obstacles, BT remains committed to its digital transformation, leveraging AI and agile methodologies to deliver superior customer service and drive business growth.
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