Name
Predictive Customer Service at Deutsche Telekom – preventing critical customer cases with process mining and proactive servicing
Description
Coming from a customer base challenge Telekom Service & Celonis have developed a process based algorithm in order to identify potentially critical customer cases.
In an agile experiment setup since May 2025 together we have in the meantime recurved more than 10k customer journeys and proven at least 3k critical customer cases.
Business Impact: at least 5M € revenue - and a lot more to com
Speakers
Date & Time
Tuesday, November 4, 2025, 3:00 PM - 3:30 PM
Session Type
Customer Breakout Session
Location Name
Session Room 3