How AI in Telecom Can Improve Customer Experience and Reduce Churn?
Welcome to another episode of AI Monetisation Podcast with Binny Mathews [https://www.linkedin.com/in/binnymathews/]. In this session, we were joined by Alexandre Guilbault [https://www.linkedin.com/in/alexandre-guilbault/], Director of AI / Head of Artificial Intelligence at TELUS [https://www.linkedin.com/company/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 strong collaboration frameworks
6. The importance of adoption, change management, and empowering business teams to co-create AI solutions
Key Takeaways
1. AI must start with the right problem statement, not the hype.
2. Listening to customers and linking technical KPIs to perception is a game-changer in telecom.
3. Failure isn’t the issue but spending too much time on the wrong projects is.
4. Centralized, cross-functional squads accelerate AI adoption across industries.
5. For the future, agility is key: enterprises must prepare to manage and validate work done by AI agents.This is a must-watch for anyone building or deploying AI in telecom and customer-centric industries, especially if you’re focused on measurable ROI, reducing churn, and scaling AI responsibly.
For full show notes, visit-
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