Business Model & Value Proposition Design
Digital Operating Models
Behavioral Design
Service Blueprints
Interactive Prototyping
Solution Architecture
Year
2024
Region/s
Middle East & Europe (Germany)
Timeframe
7 Weeks
Engagement Mode
Discover → Build
KINARQ partnered with a regional telecom-media group to structure and initiate an AI-led transformation program. The engagement combined strategic visioning, prioritization of high-impact use cases, and the validation of conversational AI solutions through a structured proof-of-concept.
The challenge
The client faced growing dissatisfaction across key customer touchpoints — long wait times, inconsistent support, and limited automation. Internally, fragmented AI efforts lacked coherence, ownership, and scalability, with unclear alignment to business priorities.
The solution
We developed an end-to-end transformation framework focused on customer experience, operational efficiency, and future-proof architecture. The work included defining the AI vision and strategy, prioritizing use cases, establishing an implementation model, and executing a 4-week PoC for conversational AI with pre-selected vendors.
Our approach
Conducted cross-functional workshops to define AI priorities and align on strategic ambitions
Created a scalable Digital Operating Model supporting cross-market deployment
Mapped and evaluated 30+ GenAI use cases, focusing on CX and media operations
Executed a multi-vendor PoC, benchmarking vendors across 9 use-case clusters and key metrics including CSAT, resolution time, and scalability
Delivered value
Delivered a comprehensive AI transformation blueprint and tested conversational AI solutions to improve customer satisfaction, reduce operational load, and enable data-driven service excellence across markets.