Telecom companies last year spent nearly $295 billion in capital expenditures and over $1 trillion in operating expenditures. These large expenses are due in part to laborious manual processes that telcos face when operating networks that require continuous optimizations. For example, telcos must constantly tune network parameters for tasks — such as transferring calls from one network to another or distributing network traffic across multiple servers — based on the time of day, user behavior, mobility and traffic type. These factors directly affect network performance, user experience and energy consumption. To automate these optimization processes and save costs for telcos across the globe, NVIDIA today unveiled at GTC Paris its first AI Blueprint for telco network configuration. At the blueprint’s core are customized large language models trained specifically on telco network data — as well as the full technical and operational architecture for turning the LLMs into an autonomous, goal-driven AI agent for telcos. Automate Network Configuration With the AI Blueprint NVIDIA AI Blueprints — available on build.nvidia.com — are customizable AI workflow examples. They include reference code, documentation and deployment tools that show enterprise developers how to deliver business value with NVIDIA NIM microservices. The AI Blueprint for telco network configuration — built with BubbleRAN 5G solutions and datasets — enables developers, network engineers and telecom providers to automatically optimize the configuration of network parameters using agentic AI. This can streamline operations, reduce costs and significantly improve service quality by embedding continuous learning and adaptability directly into network infrastructures. Traditionally, network configurations required manual intervention or followed rigid rules to adapt to dynamic network conditions. These approaches limited adaptability and increased operational complexities, costs and inefficiencies. The new blueprint helps shift telco operations from relying on static, rules-based systems to operations based on dynamic, AI-driven automation. It enables developers to build advanced, telco-specific AI agents that make real-time, intelligent decisions and autonomously balance trade-offs — such as network speed versus interference, or energy savings versus utilization — without human input. Powered and Deployed by Industry Leaders Trained on 5G data generated by BubbleRAN, and deployed on the BubbleRAN 5G O-RAN platform, the blueprint provides telcos with insight on how to set various parameters to reach performance goals, like achieving a certain bitrate while choosing an acceptable signal-to-noise ratio — a measure that impacts voice quality and thus user experience. With the new AI Blueprint, network engineers can confidently set initial parameter values and update them as demanded by continuous network changes. Norway-based Telenor Group, which serves over 200 million customers globally, is the first telco to integrate the AI Blueprint for telco network configuration as part of its initiative to deploy intelligent, autonomous networks that meet the performance and agility demands of 5G and beyond. “The blueprint is helping us address configuration challenges and enhance quality of service during network installation,” said Knut Fjellheim, chief technology innovation officer at Telenor Maritime. “Implementing it is part of our push toward network automation and follows the successful deployment of agentic AI for real-time network slicing in a private 5G maritime use case.” Industry Partners Deploy Other NVIDIA-Powered Autonomous Network Technologies The AI Blueprint for telco network configuration is just one of many announcements at NVIDIA GTC Paris showcasing how the telecom industry is using agentic AI to make autonomous networks a reality. Beyond the blueprint, leading telecom companies and solutions providers are tapping into NVIDIA accelerated computing, software and microservices to provide breakthrough innovations poised to vastly improve networks and communications services — accelerating the progress to autonomous networks and improving customer experiences. NTT DATA is powering its agentic platform for telcos with NVIDIA accelerated compute and the NVIDIA AI Enterprise software platform. Its first agentic use case is focused on network alarms management, where NVIDIA NIM microservices help automate and power observability, troubleshooting, anomaly detection and resolution with closed loop ticketing. Tata Consultancy Services is delivering agentic AI solutions for telcos built on NVIDIA DGX Cloud and using NVIDIA AI Enterprise to develop, fine-tune and integrate large telco models into AI agent workflows. These range from billing and revenue assurance, autonomous network management to hybrid edge-cloud distributed inference. For example, the company’s anomaly management agentic AI model includes real-time detection and resolution of network anomalies and service performance optimization. This increases business agility and improves operational efficiencies by up to 40% by eliminating human intensive toils, overheads and cross-departmental silos. Prodapt has introduced an autonomous operations workflow for networks, powered by NVIDIA AI Enterprise, that offers agentic AI capabilities to support autonomous telecom networks. AI agents can autonomously monitor networks, detect anomalies in real time, initiate diagnostics, analyze root causes of issues using historical data and correlation techniques, automatically execute corrective actions, and generate, enrich and assign incident tickets through integrated ticketing systems. Accenture announced its new portfolio of agentic AI solutions for telecommunications through its AI Refinery platform, built on NVIDIA AI Enterprise software and accelerated computing. The first available solution, the NOC Agentic App, boosts network operations center tasks by using a generative AI-driven, nonlinear agentic framework to automate processes such as incident and fault management, root cause analysis and configuration planning. Using the Llama 3.1 70B NVIDIA NIM microservice and the AI Refinery Distiller Framework, the NOC Agentic App orchestrates networks of intelligent agents for faster, more efficient decision-making. Infosys is announcing its agentic autonomous operations platform, called Infosys Smart Network Assurance (ISNA), designed to accelerate telecom operators’ journeys toward fully autonomous network operations. ISNA helps address long-standing operational challenges for telcos — such as limited automation and high average time to repair — with an integrated, AI-driven platform that reduces operational costs by up to 40% and shortens fault resolution times by up to 30%. NVIDIA NIM and NeMo microservices enhance the platform’s reasoning and hallucination-detection capabilities, reduce latency and increase accuracy. Get started with the new blueprint today. Learn more about the latest AI advancements for telecom and other industries at NVIDIA GTC Paris, running through Thursday, June 12, at VivaTech, including a keynote from NVIDIA founder and CEO Jensen Huang and a special address from Ronnie Vasishta, senior vice president of telecom at NVIDIA. Plus, hear from industry leaders in a panel session with Orange, Swisscom, Telenor and NVIDIA.

By TREVOR HOGG Images courtesy of Warner Bros. Pictures. Rather than a world constructed around photorealistic pixels, a video game created by Markus Persson has taken the boxier 3D voxel route, which has become its signature aesthetic, and sparked an international phenomenon that finally gets adapted into a feature with the release of A Minecraft Movie. Brought onboard to help filmmaker Jared Hess in creating the environments that the cast of Jason Momoa, Jack Black, Sebastian Hansen, Emma Myers and Danielle Brooks find themselves inhabiting was Disguise under the direction of Production VFX Supervisor Dan Lemmon. “[A]s the Senior Unreal Artist within the Virtual Art Department (VAD) on Minecraft, I experienced the full creative workflow. What stood out most was how deeply the VAD was embedded across every stage of production. We weren’t working in isolation. From the production designer and director to the VFX supervisor and DP, the VAD became a hub for collaboration.” —Talia Finlayson, Creative Technologist, Disguise Interior and exterior environments had to be created, such as the shop owned by Steve (Jack Black). “Prior to working on A Minecraft Movie, I held more technical roles, like serving as the Virtual Production LED Volume Operator on a project for Apple TV+ and Paramount Pictures,” notes Talia Finlayson, Creative Technologist for Disguise. “But as the Senior Unreal Artist within the Virtual Art Department (VAD) on Minecraft, I experienced the full creative workflow. What stood out most was how deeply the VAD was embedded across every stage of production. We weren’t working in isolation. From the production designer and director to the VFX supervisor and DP, the VAD became a hub for collaboration.” The project provided new opportunities. “I’ve always loved the physicality of working with an LED volume, both for the immersion it provides and the way that seeing the environment helps shape an actor’s performance,” notes Laura Bell, Creative Technologist for Disguise. “But for A Minecraft Movie, we used Simulcam instead, and it was an incredible experience to live-composite an entire Minecraft world in real-time, especially with nothing on set but blue curtains.” Set designs originally created by the art department in Rhinoceros 3D were transformed into fully navigable 3D environments within Unreal Engine. “These scenes were far more than visualizations,” Finlayson remarks. “They were interactive tools used throughout the production pipeline. We would ingest 3D models and concept art, clean and optimize geometry using tools like Blender, Cinema 4D or Maya, then build out the world in Unreal Engine. This included applying materials, lighting and extending environments. These Unreal scenes we created were vital tools across the production and were used for a variety of purposes such as enabling the director to explore shot compositions, block scenes and experiment with camera movement in a virtual space, as well as passing along Unreal Engine scenes to the visual effects vendors so they could align their digital environments and set extensions with the approved production layouts.” A virtual exploration of Steve’s shop in Midport Village. Certain elements have to be kept in mind when constructing virtual environments. “When building virtual environments, you need to consider what can actually be built, how actors and cameras will move through the space, and what’s safe and practical on set,” Bell observes. “Outside the areas where strict accuracy is required, you want the environments to blend naturally with the original designs from the art department and support the story, creating a space that feels right for the scene, guides the audience’s eye and sets the right tone. Things like composition, lighting and small environmental details can be really fun to work on, but also serve as beautiful additions to help enrich a story.” “I’ve always loved the physicality of working with an LED volume, both for the immersion it provides and the way that seeing the environment helps shape an actor’s performance. But for A Minecraft Movie, we used Simulcam instead, and it was an incredible experience to live-composite an entire Minecraft world in real-time, especially with nothing on set but blue curtains.” —Laura Bell, Creative Technologist, Disguise Among the buildings that had to be created for Midport Village was Steve’s (Jack Black) Lava Chicken Shack. Concept art was provided that served as visual touchstones. “We received concept art provided by the amazing team of concept artists,” Finlayson states. “Not only did they send us 2D artwork, but they often shared the 3D models they used to create those visuals. These models were incredibly helpful as starting points when building out the virtual environments in Unreal Engine; they gave us a clear sense of composition and design intent. Storyboards were also a key part of the process and were constantly being updated as the project evolved. Having access to the latest versions allowed us to tailor the virtual environments to match camera angles, story beats and staging. Sometimes we would also help the storyboard artists by sending through images of the Unreal Engine worlds to help them geographically position themselves in the worlds and aid in their storyboarding.” At times, the video game assets came in handy. “Exteriors often involved large-scale landscapes and stylized architectural elements, which had to feel true to the Minecraft world,” Finlayson explains. “In some cases, we brought in geometry from the game itself to help quickly block out areas. For example, we did this for the Elytra Flight Chase sequence, which takes place through a large canyon.” Flexibility was critical. “A key technical challenge we faced was ensuring that the Unreal levels were built in a way that allowed for fast and flexible iteration,” Finlayson remarks. “Since our environments were constantly being reviewed by the director, production designer, DP and VFX supervisor, we needed to be able to respond quickly to feedback, sometimes live during a review session. To support this, we had to keep our scenes modular and well-organized; that meant breaking environments down into manageable components and maintaining clean naming conventions. By setting up the levels this way, we could make layout changes, swap assets or adjust lighting on the fly without breaking the scene or slowing down the process.” Production schedules influence the workflows, pipelines and techniques. “No two projects will ever feel exactly the same,” Bell notes. “For example, Pat Younis [VAD Art Director] adapted his typical VR setup to allow scene reviews using a PS5 controller, which made it much more comfortable and accessible for the director. On a more technical side, because everything was cubes and voxels, my Blender workflow ended up being way heavier on the re-mesh modifier than usual, definitely not something I’ll run into again anytime soon!” A virtual study and final still of the cast members standing outside of the Lava Chicken Shack. “We received concept art provided by the amazing team of concept artists. Not only did they send us 2D artwork, but they often shared the 3D models they used to create those visuals. These models were incredibly helpful as starting points when building out the virtual environments in Unreal Engine; they gave us a clear sense of composition and design intent. Storyboards were also a key part of the process and were constantly being updated as the project evolved. Having access to the latest versions allowed us to tailor the virtual environments to match camera angles, story beats and staging.” —Talia Finlayson, Creative Technologist, Disguise The design and composition of virtual environments tended to remain consistent throughout principal photography. “The only major design change I can recall was the removal of a second story from a building in Midport Village to allow the camera crane to get a clear shot of the chicken perched above Steve’s lava chicken shack,” Finlayson remarks. “I would agree that Midport Village likely went through the most iterations,” Bell responds. “The archway, in particular, became a visual anchor across different levels. We often placed it off in the distance to help orient both ourselves and the audience and show how far the characters had traveled. I remember rebuilding the stairs leading up to the rampart five or six times, using different configurations based on the physically constructed stairs. This was because there were storyboarded sequences of the film’s characters, Henry, Steve and Garrett, being chased by piglins, and the action needed to match what could be achieved practically on set.” Virtually conceptualizing the layout of Midport Village. Complex virtual environments were constructed for the final battle and the various forest scenes throughout the movie. “What made these particularly challenging was the way physical set pieces were repurposed and repositioned to serve multiple scenes and locations within the story,” Finlayson reveals. “The same built elements had to appear in different parts of the world, so we had to carefully adjust the virtual environments to accommodate those different positions.” Bell is in agreement with her colleague. “The forest scenes were some of the more complex environments to manage. It could get tricky, particularly when the filming schedule shifted. There was one day on set where the order of shots changed unexpectedly, and because the physical sets looked so similar, I initially loaded a different perspective than planned. Fortunately, thanks to our workflow, Lindsay George [VP Tech] and I were able to quickly open the recorded sequence in Unreal Engine and swap out the correct virtual environment for the live composite without any disruption to the shoot.” An example of the virtual and final version of the Woodland Mansion. “Midport Village likely went through the most iterations. The archway, in particular, became a visual anchor across different levels. We often placed it off in the distance to help orient both ourselves and the audience and show how far the characters had traveled.” —Laura Bell, Creative Technologist, Disguise Extensive detail was given to the center of the sets where the main action unfolds. “For these areas, we received prop layouts from the prop department to ensure accurate placement and alignment with the physical builds,” Finlayson explains. “These central environments were used heavily for storyboarding, blocking and department reviews, so precision was essential. As we moved further out from the practical set, the environments became more about blocking and spatial context rather than fine detail. We worked closely with Production Designer Grant Major to get approval on these extended environments, making sure they aligned with the overall visual direction. We also used creatures and crowd stand-ins provided by the visual effects team. These gave a great sense of scale and placement during early planning stages and allowed other departments to better understand how these elements would be integrated into the scenes.” Cast members Sebastian Hansen, Danielle Brooks and Emma Myers stand in front of the Earth Portal Plateau environment. Doing a virtual scale study of the Mountainside. Practical requirements like camera moves, stunt choreography and crane setups had an impact on the creation of virtual environments. “Sometimes we would adjust layouts slightly to open up areas for tracking shots or rework spaces to accommodate key action beats, all while keeping the environment feeling cohesive and true to the Minecraft world,” Bell states. “Simulcam bridged the physical and virtual worlds on set, overlaying Unreal Engine environments onto live-action scenes in real-time, giving the director, DP and other department heads a fully-realized preview of shots and enabling precise, informed decisions during production. It also recorded critical production data like camera movement paths, which was handed over to the post-production team to give them the exact tracks they needed, streamlining the visual effects pipeline.” Piglots cause mayhem during the Wingsuit Chase. Virtual versions of the exterior and interior of the Safe House located in the Enchanted Woods. “One of the biggest challenges for me was managing constant iteration while keeping our environments clean, organized and easy to update,” Finlayson notes. “Because the virtual sets were reviewed regularly by the director and other heads of departments, feedback was often implemented live in the room. This meant the environments had to be flexible. But overall, this was an amazing project to work on, and I am so grateful for the incredible VAD team I was a part of – Heide Nichols [VAD Supervisor], Pat Younis, Jake Tuck [Unreal Artist] and Laura. Everyone on this team worked so collaboratively, seamlessly and in such a supportive way that I never felt like I was out of my depth.” There was another challenge that is more to do with familiarity. “Having a VAD on a film is still a relatively new process in production,” Bell states. “There were moments where other departments were still learning what we did and how to best work with us. That said, the response was overwhelmingly positive. I remember being on set at the Simulcam station and seeing how excited people were to look at the virtual environments as they walked by, often stopping for a chat and a virtual tour. Instead of seeing just a huge blue curtain, they were stoked to see something Minecraft and could get a better sense of what they were actually shooting.”

Reading Time: 9 minutes In marketing, data isn’t a buzzword. It’s the lifeblood of all successful campaigns. But are you truly harnessing its power, or are you drowning in a sea of information? To answer this question (and many others), we sat down with Ankur Kothari, a seasoned Martech expert, to dive deep into this crucial topic. This interview, originally conducted for Chapter 6 of “The Customer Engagement Book: Adapt or Die” explores how businesses can translate raw data into actionable insights that drive real results. Ankur shares his wealth of knowledge on identifying valuable customer engagement data, distinguishing between signal and noise, and ultimately, shaping real-time strategies that keep companies ahead of the curve.   Ankur Kothari Q&A Interview 1. What types of customer engagement data are most valuable for making strategic business decisions? Primarily, there are four different buckets of customer engagement data. I would begin with behavioral data, encompassing website interaction, purchase history, and other app usage patterns. Second would be demographic information: age, location, income, and other relevant personal characteristics. Third would be sentiment analysis, where we derive information from social media interaction, customer feedback, or other customer reviews. Fourth would be the customer journey data. We track touchpoints across various channels of the customers to understand the customer journey path and conversion. Combining these four primary sources helps us understand the engagement data. 2. How do you distinguish between data that is actionable versus data that is just noise? First is keeping relevant to your business objectives, making actionable data that directly relates to your specific goals or KPIs, and then taking help from statistical significance. Actionable data shows clear patterns or trends that are statistically valid, whereas other data consists of random fluctuations or outliers, which may not be what you are interested in. You also want to make sure that there is consistency across sources. Actionable insights are typically corroborated by multiple data points or channels, while other data or noise can be more isolated and contradictory. Actionable data suggests clear opportunities for improvement or decision making, whereas noise does not lead to meaningful actions or changes in strategy. By applying these criteria, I can effectively filter out the noise and focus on data that delivers or drives valuable business decisions. 3. How can customer engagement data be used to identify and prioritize new business opportunities? First, it helps us to uncover unmet needs. By analyzing the customer feedback, touch points, support interactions, or usage patterns, we can identify the gaps in our current offerings or areas where customers are experiencing pain points. Second would be identifying emerging needs. Monitoring changes in customer behavior or preferences over time can reveal new market trends or shifts in demand, allowing my company to adapt their products or services accordingly. Third would be segmentation analysis. Detailed customer data analysis enables us to identify unserved or underserved segments or niche markets that may represent untapped opportunities for growth or expansion into newer areas and new geographies. Last is to build competitive differentiation. Engagement data can highlight where our companies outperform competitors, helping us to prioritize opportunities that leverage existing strengths and unique selling propositions. 4. Can you share an example of where data insights directly influenced a critical decision? I will share an example from my previous organization at one of the financial services where we were very data-driven, which made a major impact on our critical decision regarding our credit card offerings. We analyzed the customer engagement data, and we discovered that a large segment of our millennial customers were underutilizing our traditional credit cards but showed high engagement with mobile payment platforms. That insight led us to develop and launch our first digital credit card product with enhanced mobile features and rewards tailored to the millennial spending habits. Since we had access to a lot of transactional data as well, we were able to build a financial product which met that specific segment’s needs. That data-driven decision resulted in a 40% increase in our new credit card applications from this demographic within the first quarter of the launch. Subsequently, our market share improved in that specific segment, which was very crucial. 5. Are there any other examples of ways that you see customer engagement data being able to shape marketing strategy in real time? When it comes to using the engagement data in real-time, we do quite a few things. In the recent past two, three years, we are using that for dynamic content personalization, adjusting the website content, email messaging, or ad creative based on real-time user behavior and preferences. We automate campaign optimization using specific AI-driven tools to continuously analyze performance metrics and automatically reallocate the budget to top-performing channels or ad segments. Then we also build responsive social media engagement platforms like monitoring social media sentiments and trending topics to quickly adapt the messaging and create timely and relevant content. With one-on-one personalization, we do a lot of A/B testing as part of the overall rapid testing and market elements like subject lines, CTAs, and building various successful variants of the campaigns. 6. How are you doing the 1:1 personalization? We have advanced CDP systems, and we are tracking each customer’s behavior in real-time. So the moment they move to different channels, we know what the context is, what the relevance is, and the recent interaction points, so we can cater the right offer. So for example, if you looked at a certain offer on the website and you came from Google, and then the next day you walk into an in-person interaction, our agent will already know that you were looking at that offer. That gives our customer or potential customer more one-to-one personalization instead of just segment-based or bulk interaction kind of experience. We have a huge team of data scientists, data analysts, and AI model creators who help us to analyze big volumes of data and bring the right insights to our marketing and sales team so that they can provide the right experience to our customers. 7. What role does customer engagement data play in influencing cross-functional decisions, such as with product development, sales, and customer service? Primarily with product development — we have different products, not just the financial products or products whichever organizations sell, but also various products like mobile apps or websites they use for transactions. So that kind of product development gets improved. The engagement data helps our sales and marketing teams create more targeted campaigns, optimize channel selection, and refine messaging to resonate with specific customer segments. Customer service also gets helped by anticipating common issues, personalizing support interactions over the phone or email or chat, and proactively addressing potential problems, leading to improved customer satisfaction and retention. So in general, cross-functional application of engagement improves the customer-centric approach throughout the organization. 8. What do you think some of the main challenges marketers face when trying to translate customer engagement data into actionable business insights? I think the huge amount of data we are dealing with. As we are getting more digitally savvy and most of the customers are moving to digital channels, we are getting a lot of data, and that sheer volume of data can be overwhelming, making it very difficult to identify truly meaningful patterns and insights. Because of the huge data overload, we create data silos in this process, so information often exists in separate systems across different departments. We are not able to build a holistic view of customer engagement. Because of data silos and overload of data, data quality issues appear. There is inconsistency, and inaccurate data can lead to incorrect insights or poor decision-making. Quality issues could also be due to the wrong format of the data, or the data is stale and no longer relevant. As we are growing and adding more people to help us understand customer engagement, I’ve also noticed that technical folks, especially data scientists and data analysts, lack skills to properly interpret the data or apply data insights effectively. So there’s a lack of understanding of marketing and sales as domains. It’s a huge effort and can take a lot of investment. Not being able to calculate the ROI of your overall investment is a big challenge that many organizations are facing. 9. Why do you think the analysts don’t have the business acumen to properly do more than analyze the data? If people do not have the right idea of why we are collecting this data, we collect a lot of noise, and that brings in huge volumes of data. If you cannot stop that from step one—not bringing noise into the data system—that cannot be done by just technical folks or people who do not have business knowledge. Business people do not know everything about what data is being collected from which source and what data they need. It’s a gap between business domain knowledge, specifically marketing and sales needs, and technical folks who don’t have a lot of exposure to that side. Similarly, marketing business people do not have much exposure to the technical side — what’s possible to do with data, how much effort it takes, what’s relevant versus not relevant, and how to prioritize which data sources will be most important. 10. Do you have any suggestions for how this can be overcome, or have you seen it in action where it has been solved before? First, cross-functional training: training different roles to help them understand why we’re doing this and what the business goals are, giving technical people exposure to what marketing and sales teams do. And giving business folks exposure to the technology side through training on different tools, strategies, and the roadmap of data integrations. The second is helping teams work more collaboratively. So it’s not like the technology team works in a silo and comes back when their work is done, and then marketing and sales teams act upon it. Now we’re making it more like one team. You work together so that you can complement each other, and we have a better strategy from day one. 11. How do you address skepticism or resistance from stakeholders when presenting data-driven recommendations? We present clear business cases where we demonstrate how data-driven recommendations can directly align with business objectives and potential ROI. We build compelling visualizations, easy-to-understand charts and graphs that clearly illustrate the insights and the implications for business goals. We also do a lot of POCs and pilot projects with small-scale implementations to showcase tangible results and build confidence in the data-driven approach throughout the organization. 12. What technologies or tools have you found most effective for gathering and analyzing customer engagement data? I’ve found that Customer Data Platforms help us unify customer data from various sources, providing a comprehensive view of customer interactions across touch points. Having advanced analytics platforms — tools with AI and machine learning capabilities that can process large volumes of data and uncover complex patterns and insights — is a great value to us. We always use, or many organizations use, marketing automation systems to improve marketing team productivity, helping us track and analyze customer interactions across multiple channels. Another thing is social media listening tools, wherever your brand is mentioned or you want to measure customer sentiment over social media, or track the engagement of your campaigns across social media platforms. Last is web analytical tools, which provide detailed insights into your website visitors’ behaviors and engagement metrics, for browser apps, small browser apps, various devices, and mobile apps. 13. How do you ensure data quality and consistency across multiple channels to make these informed decisions? We established clear guidelines for data collection, storage, and usage across all channels to maintain consistency. Then we use data integration platforms — tools that consolidate data from various sources into a single unified view, reducing discrepancies and inconsistencies. While we collect data from different sources, we clean the data so it becomes cleaner with every stage of processing. We also conduct regular data audits — performing periodic checks to identify and rectify data quality issues, ensuring accuracy and reliability of information. We also deploy standardized data formats. On top of that, we have various automated data cleansing tools, specific software to detect and correct data errors, redundancies, duplicates, and inconsistencies in data sets automatically. 14. How do you see the role of customer engagement data evolving in shaping business strategies over the next five years? The first thing that’s been the biggest trend from the past two years is AI-driven decision making, which I think will become more prevalent, with advanced algorithms processing vast amounts of engagement data in real-time to inform strategic choices. Somewhat related to this is predictive analytics, which will play an even larger role, enabling businesses to anticipate customer needs and market trends with more accuracy and better predictive capabilities. We also touched upon hyper-personalization. We are all trying to strive toward more hyper-personalization at scale, which is more one-on-one personalization, as we are increasingly capturing more engagement data and have bigger systems and infrastructure to support processing those large volumes of data so we can achieve those hyper-personalization use cases. As the world is collecting more data, privacy concerns and regulations come into play. I believe in the next few years there will be more innovation toward how businesses can collect data ethically and what the usage practices are, leading to more transparent and consent-based engagement data strategies. And lastly, I think about the integration of engagement data, which is always a big challenge. I believe as we’re solving those integration challenges, we are adding more and more complex data sources to the picture. So I think there will need to be more innovation or sophistication brought into data integration strategies, which will help us take a truly customer-centric approach to strategy formulation.   This interview Q&A was hosted with Ankur Kothari, a previous Martech Executive, for Chapter 6 of The Customer Engagement Book: Adapt or Die. Download the PDF or request a physical copy of the book here. The post Ankur Kothari Q&A: Customer Engagement Book Interview appeared first on MoEngage.

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Enterprise artificial intelligence investment is unprecedented, with IDC projecting global spending on AI and GenAI to double to $631 billion by 2028. Yet beneath the impressive budget allocations and boardroom enthusiasm lies a troubling reality: most organisations struggle to translate their AI ambitions into operational success.The sobering statistics behind AI’s promiseModelOp’s 2025 AI Governance Benchmark Report, based on input from 100 senior AI and data leaders at Fortune 500 enterprises, reveals a disconnect between aspiration and execution.While more than 80% of enterprises have 51 or more generative AI projects in proposal phases, only 18% have successfully deployed more than 20 models into production.The execution gap represents one of the most significant challenges facing enterprise AI today. Most generative AI projects still require 6 to 18 months to go live – if they reach production at all.The result is delayed returns on investment, frustrated stakeholders, and diminished confidence in AI initiatives in the enterprise.The cause: Structural, not technical barriersThe biggest obstacles preventing AI scalability aren’t technical limitations – they’re structural inefficiencies plaguing enterprise operations. The ModelOp benchmark report identifies several problems that create what experts call a “time-to-market quagmire.”Fragmented systems plague implementation. 58% of organisations cite fragmented systems as the top obstacle to adopting governance platforms. Fragmentation creates silos where different departments use incompatible tools and processes, making it nearly impossible to maintain consistent oversight in AI initiatives.Manual processes dominate despite digital transformation. 55% of enterprises still rely on manual processes – including spreadsheets and email – to manage AI use case intake. The reliance on antiquated methods creates bottlenecks, increases the likelihood of errors, and makes it difficult to scale AI operations.Lack of standardisation hampers progress. Only 23% of organisations implement standardised intake, development, and model management processes. Without these elements, each AI project becomes a unique challenge requiring custom solutions and extensive coordination by multiple teams.Enterprise-level oversight remains rare Just 14% of companies perform AI assurance at the enterprise level, increasing the risk of duplicated efforts and inconsistent oversight. The lack of centralised governance means organisations often discover they’re solving the same problems multiple times in different departments.The governance revolution: From obstacle to acceleratorA change is taking place in how enterprises view AI governance. Rather than seeing it as a compliance burden that slows innovation, forward-thinking organisations recognise governance as an important enabler of scale and speed.Leadership alignment signals strategic shift. The ModelOp benchmark data reveals a change in organisational structure: 46% of companies now assign accountability for AI governance to a Chief Innovation Officer – more than four times the number who place accountability under Legal or Compliance. This strategic repositioning reflects a new understanding that governance isn’t solely about risk management, but can enable innovation.Investment follows strategic priority. A financial commitment to AI governance underscores its importance. According to the report, 36% of enterprises have budgeted at least $1 million annually for AI governance software, while 54% have allocated resources specifically for AI Portfolio Intelligence to track value and ROI.What high-performing organisations do differentlyThe enterprises that successfully bridge the ‘execution gap’ share several characteristics in their approach to AI implementation:Standardised processes from day one. Leading organisations implement standardised intake, development, and model review processes in AI initiatives. Consistency eliminates the need to reinvent workflows for each project and ensures that all stakeholders understand their responsibilities.Centralised documentation and inventory. Rather than allowing AI assets to proliferate in disconnected systems, successful enterprises maintain centralised inventories that provide visibility into every model’s status, performance, and compliance posture.Automated governance checkpoints. High-performing organisations embed automated governance checkpoints throughout the AI lifecycle, helping ensure compliance requirements and risk assessments are addressed systematically rather than as afterthoughts.End-to-end traceability. Leading enterprises maintain complete traceability of their AI models, including data sources, training methods, validation results, and performance metrics.Measurable impact of structured governanceThe benefits of implementing comprehensive AI governance extend beyond compliance. Organisations that adopt lifecycle automation platforms reportedly see dramatic improvements in operational efficiency and business outcomes.A financial services firm profiled in the ModelOp report experienced a halving of time to production and an 80% reduction in issue resolution time after implementing automated governance processes. Such improvements translate directly into faster time-to-value and increased confidence among business stakeholders.Enterprises with robust governance frameworks report the ability to many times more models simultaneously while maintaining oversight and control. This scalability lets organisations pursue AI initiatives in multiple business units without overwhelming their operational capabilities.The path forward: From stuck to scaledThe message from industry leaders that the gap between AI ambition and execution is solvable, but it requires a shift in approach. Rather than treating governance as a necessary evil, enterprises should realise it enables AI innovation at scale.Immediate action items for AI leadersOrganisations looking to escape the ‘time-to-market quagmire’ should prioritise the following:Audit current state: Conduct an assessment of existing AI initiatives, identifying fragmented processes and manual bottlenecksStandardise workflows: Implement consistent processes for AI use case intake, development, and deployment in all business unitsInvest in integration: Deploy platforms to unify disparate tools and systems under a single governance frameworkEstablish enterprise oversight: Create centralised visibility into all AI initiatives with real-time monitoring and reporting abilitiesThe competitive advantage of getting it rightOrganisations that can solve the execution challenge will be able to bring AI solutions to market faster, scale more efficiently, and maintain the trust of stakeholders and regulators.Enterprises that continue with fragmented processes and manual workflows will find themselves disadvantaged compared to their more organised competitors. Operational excellence isn’t about efficiency but survival.The data shows enterprise AI investment will continue to grow. Therefore, the question isn’t whether organisations will invest in AI, but whether they’ll develop the operational abilities necessary to realise return on investment. The opportunity to lead in the AI-driven economy has never been greater for those willing to embrace governance as an enabler not an obstacle.(Image source: Unsplash)

What just happened? As protests against federal immigration enforcement swept through downtown Los Angeles last week, a wave of looting left several major retailers, including Apple, T-Mobile, and Adidas, counting the cost of smashed windows and stolen goods. Yet for those who made off with iPhones from Apple's flagship store, the thrill of the heist quickly turned into a lesson in high-tech security. Apple's retail locations are equipped with advanced anti-theft technology that renders display devices useless once they leave the premises. The moment a demonstration iPhone is taken beyond the store's Wi-Fi network, it is instantly disabled by proximity software and a remote "kill switch." Instead of a functioning smartphone, thieves were met with a stark message on the screen: "Please return to Apple Tower Theatre. This device has been disabled and is being tracked. Local authorities will be alerted." The phone simultaneously sounds an alarm and flashes the warning, ensuring it cannot be resold or activated elsewhere. This system is not new. During the nationwide unrest of 2020, similar scenes played out as looters discovered that Apple's security measures turned their stolen goods into little more than expensive paperweights. The technology relies on a combination of location tracking and network monitoring. As soon as a device is separated from the store's secure environment, it is remotely locked, its location is tracked, and law enforcement is notified. // Related Stories Videos circulating online show stolen iPhones blaring alarms and displaying tracking messages, making them impossible to ignore and virtually worthless on the black market. According to the Los Angeles Police Department, at least three individuals were arrested in connection with the Apple Store burglary, including one suspect apprehended at the scene and two others detained for looting. The crackdown on looting comes amid a broader shift in California's approach to retail crime. In response to public outcry over rising thefts, state and local officials have moved away from previously lenient policies. The passage of Proposition 36 has empowered prosecutors to file felony charges against repeat offenders, regardless of the value of stolen goods, and to impose harsher penalties for organized group theft. Under these new measures, those caught looting face the prospect of significant prison time, a marked departure from the misdemeanor charges that were common under earlier laws. District attorneys in Southern California have called for even harsher penalties, particularly for crimes committed during states of emergency. Proposals include making looting a felony offense, increasing prison sentences, and ensuring that suspects are not released without judicial review. The goal, officials say, is to deter opportunistic criminals who exploit moments of crisis, whether during protests or natural disasters.

June 13, 20256 min readAir-Conditioning Can Surprisingly Help the Power Grid during Extreme HeatSwitching on air-conditioning during extreme heat doesn’t have to make us feel guilty—it can actually boost power grid reliability and help bring more renewable energy onlineBy Johanna Mathieu & The Conversation US Imagedepotpro/Getty ImagesThe following essay is reprinted with permission from The Conversation, an online publication covering the latest research.As summer arrives, people are turning on air conditioners in most of the U.S. But if you’re like me, you always feel a little guilty about that. Past generations managed without air conditioning – do I really need it? And how bad is it to use all this electricity for cooling in a warming world?If I leave my air conditioner off, I get too hot. But if everyone turns on their air conditioner at the same time, electricity demand spikes, which can force power grid operators to activate some of the most expensive, and dirtiest, power plants. Sometimes those spikes can ask too much of the grid and lead to brownouts or blackouts.On supporting science journalismIf you're enjoying this article, consider supporting our award-winning journalism by subscribing. By purchasing a subscription you are helping to ensure the future of impactful stories about the discoveries and ideas shaping our world today.Research I recently published with a team of scholars makes me feel a little better, though. We have found that it is possible to coordinate the operation of large numbers of home air-conditioning units, balancing supply and demand on the power grid – and without making people endure high temperatures inside their homes.Studies along these lines, using remote control of air conditioners to support the grid, have for many years explored theoretical possibilities like this. However, few approaches have been demonstrated in practice and never for such a high-value application and at this scale. The system we developed not only demonstrated the ability to balance the grid on timescales of seconds, but also proved it was possible to do so without affecting residents’ comfort.The benefits include increasing the reliability of the power grid, which makes it easier for the grid to accept more renewable energy. Our goal is to turn air conditioners from a challenge for the power grid into an asset, supporting a shift away from fossil fuels toward cleaner energy.Adjustable equipmentMy research focuses on batteries, solar panels and electric equipment – such as electric vehicles, water heaters, air conditioners and heat pumps – that can adjust itself to consume different amounts of energy at different times.Originally, the U.S. electric grid was built to transport electricity from large power plants to customers’ homes and businesses. And originally, power plants were large, centralized operations that burned coal or natural gas, or harvested energy from nuclear reactions. These plants were typically always available and could adjust how much power they generated in response to customer demand, so the grid would be balanced between power coming in from producers and being used by consumers.But the grid has changed. There are more renewable energy sources, from which power isn’t always available – like solar panels at night or wind turbines on calm days. And there are the devices and equipment I study. These newer options, called “distributed energy resources,” generate or store energy near where consumers need it – or adjust how much energy they’re using in real time.One aspect of the grid hasn’t changed, though: There’s not much storage built into the system. So every time you turn on a light, for a moment there’s not enough electricity to supply everything that wants it right then: The grid needs a power producer to generate a little more power. And when you turn off a light, there’s a little too much: A power producer needs to ramp down.The way power plants know what real-time power adjustments are needed is by closely monitoring the grid frequency. The goal is to provide electricity at a constant frequency – 60 hertz – at all times. If more power is needed than is being produced, the frequency drops and a power plant boosts output. If there’s too much power being produced, the frequency rises and a power plant slows production a little. These actions, a process called “frequency regulation,” happen in a matter of seconds to keep the grid balanced.This output flexibility, primarily from power plants, is key to keeping the lights on for everyone.Finding new optionsI’m interested in how distributed energy resources can improve flexibility in the grid. They can release more energy, or consume less, to respond to the changing supply or demand, and help balance the grid, ensuring the frequency remains near 60 hertz.Some people fear that doing so might be invasive, giving someone outside your home the ability to control your battery or air conditioner. Therefore, we wanted to see if we could help balance the grid with frequency regulation using home air-conditioning units rather than power plants – without affecting how residents use their appliances or how comfortable they are in their homes.From 2019 to 2023, my group at the University of Michigan tried this approach, in collaboration with researchers at Pecan Street Inc., Los Alamos National Laboratory and the University of California, Berkeley, with funding from the U.S. Department of Energy Advanced Research Projects Agency-Energy.We recruited 100 homeowners in Austin, Texas, to do a real-world test of our system. All the homes had whole-house forced-air cooling systems, which we connected to custom control boards and sensors the owners allowed us to install in their homes. This equipment let us send instructions to the air-conditioning units based on the frequency of the grid.Before I explain how the system worked, I first need to explain how thermostats work. When people set thermostats, they pick a temperature, and the thermostat switches the air-conditioning compressor on and off to maintain the air temperature within a small range around that set point. If the temperature is set at 68 degrees, the thermostat turns the AC on when the temperature is, say, 70, and turns it off when it’s cooled down to, say, 66.Every few seconds, our system slightly changed the timing of air-conditioning compressor switching for some of the 100 air conditioners, causing the units’ aggregate power consumption to change. In this way, our small group of home air conditioners reacted to grid changes the way a power plant would – using more or less energy to balance the grid and keep the frequency near 60 hertz.Moreover, our system was designed to keep home temperatures within the same small temperature range around the set point.Testing the approachWe ran our system in four tests, each lasting one hour. We found two encouraging results.First, the air conditioners were able to provide frequency regulation at least as accurately as a traditional power plant. Therefore, we showed that air conditioners could play a significant role in increasing grid flexibility. But perhaps more importantly – at least in terms of encouraging people to participate in these types of systems – we found that we were able to do so without affecting people’s comfort in their homes.We found that home temperatures did not deviate more than 1.6 Fahrenheit from their set point. Homeowners were allowed to override the controls if they got uncomfortable, but most didn’t. For most tests, we received zero override requests. In the worst case, we received override requests from two of the 100 homes in our test.In practice, this sort of technology could be added to commercially available internet-connected thermostats. In exchange for credits on their energy bills, users could choose to join a service run by the thermostat company, their utility provider or some other third party.Then people could turn on the air conditioning in the summer heat without that pang of guilt, knowing they were helping to make the grid more reliable and more capable of accommodating renewable energy sources – without sacrificing their own comfort in the process.This article was originally published on The Conversation. Read the original article.

The government has axed a scheme for upgrading energy efficiency in public sector buildings. The Public Sector Decarbonisation Scheme (PSDS) delivered more than £2.5bn in its first three phases for measures such as heat pumps, solar panels, insulation and double glazing, with further funding of nearly £1bn recently announced. But the Department for Energy Security and Net Zero (DESNZ) has told Building Design that the scheme has been dropped after the spending review, leaving uncertainty about how upgrades will be funded when the current phase expires in 2028. Source: UK Government/FlickrEd Miliband’s Department for Energy Security and Net Zero is responsible for the scheme The department said it would set out plans for the period after 2028 in due course. In a post on LinkedIn, Dave Welkin, director of sustainability at Gleeds, said he had waited for the release of the spending review with a “sense of trepidation” and was unable to find mention of public sector decarbonisation when Treasury documents were released. “I hoped because it was already committed in the Budget that its omission wasn’t ominous,” he wrote. Yesterday, he was told by Salix Finance, the non-departmental public body that delivers funding for the scheme, that it was no longer being funded. It comes after the withdrawal of funding for the Low Carbon Skills Fund (LCSF) in May. According to the government’s website, PSDS and LCSF were intended to support the reduction of emissions from public sector buildings by 75% by 2037, compared to a 2017 baseline. “Neither LCSF or PSDS were perfect by any means, but they did provide a vital source of funding for local authorities, hospitals, schools and many other public sector organisations to save energy, carbon and money,” Welkin said. “PSDS has helped replace failed heating systems in schools, keeping students warm. It’s replaced roofs on hospitals, helping patients recover from illness. It’s replaced windows in our prisons, improving security and stopping drugs getting behind bars.” However, responding to Welkin’s post, Steve Connolly, chief executive at Arriba Technologies, a low carbon heating and cooling firm, said that the scheme was being “mismanaged” with a small number of professional services firms “scooping up disproportionately large grants for their clients”. The fourth phase of the scheme was confirmed last September, with allocations confirmed only last month. This latest phase, which covers the financial years between 2025/26 and 2027/28, saw the distribution of £940m across the country. A DESNZ spokesperson said: “Our settlement is about investing in Britain’s renewal to create energy security, sprint to clean power by 2030, encourage investment, create jobs and bring down bills for good. “We will deliver £1bn in current allocations of the Public Sector Decarbonisation Scheme until 2028 and, through Great British Energy, have invested in new rooftop solar power and renewable schemes to lower energy bills for schools and hospitals across the UK. “We want to build on this progress by incentivising the public sector to decarbonise, so they can reap the benefits in lower bills and emissions, sharing best practice across government and exploring the use of repayable finance, where appropriate.” A government assessment of phase 3a and 3b projects identified a number of issues with the scheme, including delays and cost inflation, with more than a tenth being abandoned subsequent to grants being offered. Stakeholders interviewed for the report also identified “difficulties in obtaining skilled contractors and equipment”, especially air source heat pumps. The first come first served approach to awarding funding was also said to be “encouraging applicants to opt for more straightforward projects” and “potentially undermining the achievement of PSDS objective by restricting the opportunity for larger [and] more complex measures which may have delivered greater carbon reduction benefits”. But the consensus among stakeholders and industry representatives interviewed for the report was that the scheme was “currently key to sustaining the existing UK heat pump market” and that it was “seen as vital in enabling many public sector organisations to invest in heat decarbonisation”.

In Brief Posted: 10:54 AM PDT · June 14, 2025 Image Credits:Mario Tama / Getty Images Waymo limits service ahead of today’s ‘No Kings’ protests Alphabet-owned robotaxi company Waymo is limiting service due to Saturday’s scheduled nationwide “No Kings” protests against President Donald Trump and his policies. A Waymo spokesperson confirmed the changes to Wired on Friday. Service is reportedly affected in San Francisco, Austin, Atlanta, and Phoenix, and is entirely suspended in Los Angeles. It’s not clear how long the limited service will last. As part of protests last weekend in Los Angeles against the Trump administration’s immigration crackdown, five Waymo vehicles were set on fire and spray painted with anti-Immigration and Customs Enforcement (ICE) messages. In response, Waymo suspended service in downtown LA. While it’s not entirely clear why protestors targeted the vehicles, they may be seen as a surveillance tool, as police departments have requested robotaxi footage for their investigations in the past. (Waymo says it challenges requests that it sees as overly broad or lacking a legal basis.) According to the San Francisco Chronicle, the city’s fire chief told officials Wednesday that “in a period of civil unrest, we will not try to extinguish those fires unless they are up against a building.” Topics

While it’s now accepted by many that video games are an art form, it still might be hard to believe that one is featured in an exhibit at the same museum that’s home to Leonardo da Vinci’s “Mona Lisa”: The Louvre in Paris. But this week, Xbox and World’s Edge Studio announced a partnership with what is arguably the most prestigious museum in the world for its new exhibition, “Mamluks 1250–1517.” Related Stories For those who are unaware of how the gaming studios connect to this aspect of the Egyptian Syrian empire: The Mamluks cavalry are among the many units featured in Xbox and World’s Edge Studio’s “Age of Empires” video game franchise. The cavalry is a fan favorite choice in the game centered around traversing the ages and competing against rival empires, particularly in “Age of Empires II: Definitive Edition.” Popular on Variety Presented at the Louvre until July 28, the exhibit “Mamluks 1250–1517″ recounts “the glorious and unique history of this Egyptian Syrian empire, which represents a golden age for the Near East during the Islamic era,” per its official description. “Bringing together 260 pieces from international collections, the exhibition explores the richness of this singular and lesser-known society through a spectacular and immersive scenography.” This marks the first time a video game franchise has collaborated with the Louvre Museum, with installations and events that occur both in person at the museum and online through the “Age of Empires” game: Official “Louvre Museum” scenario in Age of Empires II: Definitive Edition Players can embody General Baybars and Sultan Qutuz at the really heart of the Ain Jalut battle(1260), which opposed the Mamluk Sultanate to the Mongol Empire. This scenario, speciallycreated for the occasion, is already available in Age of Empires II: Definitive Edition (see onhttp://www.ageofempire.com/lelouvre for instructions on finding the map in the game) [LiveTuesday 10th at 9am PT/6pm BST].Exclusive Gaming Night on Twitch Live from the Louvre On Thursday, June 12, at 8 PM, streamer and journalist Samuel Etienne (1.1M FrenchStreamer) will replay live from the exhibition “Mamluks 1250-1517” at the Louvre the official“Louvre Museum” scenario to relive the famous Battle of Ain Jalut on the game Age of EmpiresII: Definitive Edition, in the presence of Le Louvre Teams and one of the studio’s developers.This is an opportunity to learn more about the history of the Mamluks and their representationin the various episodes of the saga.Cross-Interview: The Louvre x Age of Empires To discover more, an interview featuring Adam Isgreen, creative director at World’s Edge, thestudio behind the franchise, and Souraya Noujaïm and Carine Juvin, curators of the exhibition,is available on the YouTube channels of the Louvre and Age of Empires.Mediation and Gaming Sessions at the Museum Museum visitors at the Louvre are invited to test the scenario of the Battle of Ain Jalut,specially designed for the Mamluk exhibition, in the presence of a Louvre mediator and anXbox representative during an exceptional series of workshops. The sessions will take place onFridays, June 20, 27, and 4 & 11 of July. All information and registrations are available here:www.louvre.fr “World’s Edge is honoured to collaborate with Le Louvre,” head of World’s Edge studio Michael Mann said. “The ‘Age of Empires’ franchise has been bringing history to life for more than 65 million players around the world for almost 30 years. We’ve always believed in the great potential for our games to spark an interest in history and culture. We often hear of teachers using ‘Age of Empires’ to teach history to their students and stories from our players about how ‘Age of Empires’ has driven them to learn more, or even to pursue history academically or as a career. This opportunity to bring the amazing stories of the Mamluks to new audiences through the Louvre’s exhibition is one we’re excited to be a part of. We hope that through the excellent work of the Louvre’s team, the legacy of the Mamluks can be shared around the world, and that people enjoy their stories as they come to life through ‘Age of Empires.'” “We are delighted to welcome ‘Age of Empires’ as part of the exhibition Mamluks 1250–1517, through a unique partnership that blends the pleasures of gaming with learning and discovery,” Souraya Noujaim, director of the Department of Islamic Arts and chief curator of the exhibition at le Louvre Museum, said. “It is a way for the museum to engage with diverse audiences and offer a new narrative, one that resonates with contemporary sensitivities, allowing for a deeper understanding of artworks and a greater openness to world history. Beyond the game, the museum experience becomes an opportunity to move from the virtual to the real and uncover the true history of the Mamluks and their unique contribution to universal heritage.” See video and images below from the “Age of Empires” in-game event and the in-person exhibit at the Louvre.