FutureNet World 2025: attendees assessed what it takes for GenAI to transform customer experience

FutureNet World 2025 brought operators and vendors together to explore how next-generation operations support systems (OSS) and AI technologies are reshaping the future of telecoms. The primary focus of the event was the evolution of OSS due to AI-native architectures, automation and digital-twin technologies, but the ability of modern OSS to enable a smarter and more-responsive customer experience was a recurring theme. The event also highlighted contrasting views on issues such as the speed of integrating generative AI (GenAI) into customer experience operations, as well as the scope of GenAI technologies in this area.