How AI in Telecom Can Improve Customer Experience and Reduce Churn?

How AI in Telecom Can Improve Customer Experience and Reduce Churn?

From AI Monetisation by ProjectPro

October 3, 2025 · 54 min · Season 1 · Episode 76

About this episode

The episode discusses how telecom companies can leverage AI to enhance customer experience and reduce churn.

Welcome to another episode of AI Monetisation Podcast with Binny Mathews . In this session, we were joined by Alexandre Guilbault , Director of AI / Head of Artificial Intelligence at TELUS , to explore how telecom companies can leverage AI not just to improve network efficiency, but to directly enhance customer experience and reduce churn. About the Guest: Alexandre brings over 15 years of experience in software, data, and AI strategy. As Head of AI at TELUS, a leading Canadian telecom and technology company, he leads a 100+ member AI team driving transformation across telecom, health, agriculture, entertainment, and finance. His work focuses on making AI problem-centric, delivering measurable ROI, and ensuring solutions bridge technology and business outcomes. What’s Inside? 1. Alexandre’s career journey: from telecom capacity engineering to leading AI at TELUS 2. Why most AI projects fail and how to flip the script with a “fail fast, succeed early” mindset 3. A powerful customer experience AI use case: mapping network KPIs to human perception to reduce churn 4. How to balance hype vs. real business problems when deploying AI 5. Scaling AI teams beyond 50 members and building…

People in this episode

Host: Binny Mathews

Guest: Alexandre Guilbault

Topics covered

  • AI
  • Telecom
  • Customer Experience
  • Churn Reduction

Keywords

  • network efficiency
  • AI strategy
  • customer experience
  • telecom

Mentioned in this episode

Products: TELUS

Books & works: AI Monetisation Podcast

Places: PoC

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