1 Industry Pressure ARPU erosion and OTT competition demand differentiated CX. 2 The Engagement Blueprint Data lakehouse aggregates CDRs, app telemetry, billing, and social signals. Real-time scoring segments users into 50 000 nano-cohorts. 3 Channels and Timing Dynamic decisioning engine (Kafka Streams + Flink) selects optimal channel (push, SMS, Whats
App, IVR) and moment (contextual triggers). 4 AI/ML Models Churn prediction (XGBoost AUC 0.93), offer affinity (deep-FM), lifetime value (Bayesian). 5 Privacy & Trust Consent ledger, differential privacy, zero-trust APIs to downstream martech. 6 Outcome Metrics Upsell take-rate +26 %, prepaid churn -31 %, network-NPS +18 . 7 Scalability 15 B events/day, latency <250 ms, cost <$0.0003 per decision. 8 Implementation Sprint 90-day MVP, 6-month nationwide rollout, 12-month partner-ecosystem expansion. 9
Conclusion Hyper-personalization at telco scale is real–and profitable–when data, AI, and trust converge. VSI supplies the playbook and accelerators.
