Nicole, Anne, welcome. Nicole, to you first.
Across the tech, telco, and media companies, where are we at
with GenAI?
Well, GenAI was the big buzzword last year.
We didn't hear anything about GenAI at the show here last
year, but then, you know, it really took off.
So I think everybody emerged itself in the topic, creating
huge lists of use cases.
I think I met somebody this morning who told me they have
287 use cases in marketing alone.
I mean that's news.
However, I think where we haven't seen much happening is
in really bringing these use cases to life and creating new
ways to think, creating new ways to work around topics.
And these topics could be in customer care, these topics can
be in operations, and certainly in marketing.
Anne, what's your perspective at Liberty Global?
I mean I couldn't possibly agree more.
It is the number one topic for us.
We talk about it at every single one of our exec discussions.
And I think you're absolutely right about the number of use
cases.
One of our objectives is to take it from use case to proof of
concepts and then to scale, because ultimately the real
value is when you can actually integrate it into the business
and the operations.
And I also think one of the challenges is to make sure you
don't stifle all that creativity and excitement that people have
to go and test and trial.
So it's a pretty hard balance actually.
Nicole, where do you see GenAI having the biggest impact this
year?
Well, I wouldn't say there's particularly the number one
topic, but where we will see things come to life is just how
Anne shared—in new ways to think end to end, new way of customer
experiences, new products even.
And that means really stepping back from whatever is being done
today, to how—if we were to be fresh at the start—we think how
it can be done.
And there we will see big changes I believe,
or I hope we will. Agree. Definitely.
Where do you see the biggest impacts happening this year in
terms of the media and ecosystems?
Well, I mean, I think Liberty Global being a big part, you
know, player in the telco industry,
we fundamentally believe that GenAI
is a massive transformation opportunity across our industry.
So we think it will have two impacts.
Well, first of all, we think as a telco player, we're a big
contributor of this.
We provide the infrastructure, the connectivity, and a number
of the infrastructure requirements that are necessary
to really take AI to the next level.
But equally as a big industry where we have massive customer
care operations, we have massive networks that we try to
optimize, we then actually become a big player and user of
AI as well.
I think the study that we just released said that, you know, if
you look across all of the work activities that occur in
certainly in the telco industry, more than 50% of those
activities will be impacted by GenAI.
And that's just today.
I suspect in the long run that number will get even higher.
So it will be a massive thing in our industry.
Anne, Nicole, thank you so much.