Some days remind you just how lucky you are to be at the heart of an industry undergoing seismic change. Last Tuesday was one of those days. As I navigated Cisco Live! in Amsterdam, spoke at a KPN-Cisco customer event, and joined an executive dinner with BT Global, I was struck by the magnitude of transformation happening all around us. AI, open networks and customer engagement are colliding in ways that are both exhilarating and disruptive—a perfect storm reshaping the very foundation of how we communicate.
AI and the Reinvention of Networks
At Cisco Live!, the keynote made one thing crystal clear: networks are no longer passive infrastructure. AI is turning them into intelligent, self-optimizing systems capable of predicting issues before they arise, enhancing security in real-time, and adapting dynamically to shifting demands. This isn’t just about efficiency—it’s about readiness. As AI-driven applications explode in scale, the network is no longer just a carrier but an enabler as well as an essential part of the security.
Telcos and enterprises alike are scrambling to prepare for this shift. The old way of building networks—static, siloed, and hardware-dependent—simply won’t cut it anymore. AI-driven automation, predictive analytics, and programmable networks (hello, Network APIs) are the new currency. And for companies that get this right, the competitive edge is immense.
Telcos Are Back: AI-Powered Customer Engagement
The second part of my day was spent speaking at a KPN-Cisco customer event, where we tackled another pressing challenge: how AI is rewriting customer experience (CX). We’re seeing a fundamental shift from reactive to proactive engagement. AI is enabling hyper-personalized, context-aware interactions that anticipate customer needs before they even arise.
Yet, while the technology is there, most organizations are still struggling to implement AI in a way that truly improves CX. Many brands continue to rely on outdated SMS-based A2P messaging strategies while richer, AI-powered conversational experiences remain underutilized. The gap between possibility and execution is widening, while solutions such as Cisco Webex are available and starting to show the art of the possible.
One of the biggest shifts we’re seeing is that telcos like KPN are now becoming an essential part of the total solution again. By enabling Rich Messaging (RCS) and opening their networks through Network APIs, they’re no longer just providing connectivity—they’re actively shaping the customer experience. This is a major shift from the over-the-top (OTT) era, where telcos were often sidelined. Now, by making their networks programmable and embedding themselves in the CPaaS ecosystem, they’re helping enterprises build smarter, more interactive communication strategies.
One takeaway from my session? The companies that lean into AI-driven, API-powered customer engagement—whether through CPaaS platforms, rich messaging, or real-time automation—will define the future. Many questions about quality, data sovereignty and integration still exist but those that wait for everything to be clear will find themselves scrambling to catch up. It is crucial to make the first steps now, and learn along the way.
BT’s Global Fabric: A Network Built for AI
The final stop of the day was BT Global’s executive dinner, where we explored how enterprises are adapting their network and communications strategies for an AI-powered world. One thing became evident: BT is in a unique position, having made the right move at the right time. Their brand-new Global Fabric is perfectly aligned with the demands of the AI era—delivering global connectivity for enterprises and service providers with higher throughput, enhanced security, and unprecedented flexibility.
BT was fortunate to start development on this next-gen network well ahead of the AI revolution reaching critical mass. Now, as enterprises demand real-time data processing, ultra-low latency, and seamless integration with cloud and AI applications, BT’s Global Fabric is ready to deliver. This isn’t just an upgrade—it’s a fundamental reinvention of global networking, ensuring that businesses can scale AI-driven applications without running into performance or security bottlenecks.
This ties directly into what we’re seeing across the CPaaS landscape. Enterprises increasingly recognize that AI isn’t just another software upgrade—it requires a fundamental shift in how they integrate communication, data, and networking. The traditional walls between IT, telco, and customer engagement are coming down. CPaaS providers, telcos, and technology vendors need to rethink how they collaborate to help enterprises navigate this transformation.
The CPaaS Acceleration Alliance: At the Center of the Storm
This perfect storm—AI, open networks, rich messaging and customer engagement—can feel overwhelming. But it’s also an incredible opportunity. The CPaaS Acceleration Alliance exists precisely to help our industry make sense of these changes, identify the right strategies, and drive collaboration that accelerates success.
We’re seeing this firsthand. At our recent CASA24 flagship event, our members tackled AI’s impact on go-to-market strategies, how Network APIs unlock new revenue models, and how trust and security remain critical enablers. The conversations happening in our working groups—on AI, Telco APIs, Security & Trust—are shaping the next phase of our industry.
As I reflect on this past Tuesday, I feel privileged to be part of this ecosystem. The pace of change is relentless, but so is the passion, creativity, and collaboration within our industry. The CPaaS Acceleration Alliance will continue to be at the heart of this transformation, helping our members navigate the storm and come out stronger on the other side.
The AI era isn’t coming. It’s here. The question is: Are we ready?
My lifetime in IT and telecoms has been dedicated to innovation, building bridges and creating change. From the early days of cloud communications to working with operators on innovations and business development, and currently emphasizing APIs, CPaaS/CX and AI, my journey has been one of continuous evolution.
As founding partner at CPaaS Acceleration Alliance and The Next Cloud I'm privileged to help global telcos and techcos thrive in a fast changing world - through events, community building, strategy and global business development. I thrive on challenges and change, strategizing in cloud communications, and bringing people together for mutual success. Travel and continuous learning are my passions.
I believe the global communications industry is pivoting to prioritize customer experience and impactful solutions over mere technology and platforms, and we can tackle societal challenges by merging the strengths of corporates and innovators within new ecosystems.
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