Engineering Seamless Journeys Across Physical and Digital Touchpoints

In B2B and B2B2C mobility the experience spans both the physical and the digital. In this talk, Priya shares how automation and selective use of GenAI can improve the tangible and intangible moments that shape how customers feel your service, without overclaiming what AI can do. The session covers how to shorten onboarding, reduce friction in core transactions, reuse data instead of re-asking for it and apply automation behind the scenes to lift the experience customers sense but never see.
Outcomes

• Shortening onboarding by automating back-office steps and reusing customer information rather than adding new UI layers
• Building chatbots and portals around real transaction intents such as ordering, swapping devices or managing eSIM
• Applying AI in small measures with guardrails so humans validate sensitive moments
• Improving the felt experience by tracking signals such as time-to-onboard, first-transaction success and customer effort