DTW Ignite 2026: the AI opportunity in BSS shifts from cost reduction to revenue generation

BSS discussions at last year’s DTW Ignite were largely centred on using AI to reduce costs. AI agents were presented as the solution to some of the most cost-intensive BSS processes, from lead generation to customer care; they would, it was claimed, reduce the need for human intervention. The narrative shifted at DTW Ignite 2026. AI agents remained the headline act, but the focus expanded beyond cost reduction to revenue generation. Indeed, vendors are now increasingly positioning AI as a tool to help operators identify, create and monetise new revenue opportunities.

This article examines the main focus areas across the BSS stack at DTW Ignite 2026, including agentic AI, customer engagement, billing and enterprise monetisation.