In this session we'll delve into a roundtable discussion to understand how companies have implemented AI governance. The session will take the format of a roundtable. While each company is expected to share their current view, companies with innovative approaches are encouraged to prepare detailed presentations for deeper insights.

• Introductions • Recent projects, challenges, successes and future plans • Topics and questions they would like to engage on with their peers • Landscape of payments in particular countries

• Introductions • Recent projects, challenges, successes and future plans • Current projects on AI • Topics you would like to engage on during the meeting

- Introductions - Recent projects, challenges, successes and future plans - Topics and questions they would like to engage on with their peers - Governance : Organisational chart where Sustainability department fits in and manpower allocated to sustainability activities Each company will prepare a few slides

- Introductions - Recent projects, challenges, successes and future plans - Topics and questions they would like to engage on with their peers - Governance : Organisational chart where Sustainability department fits in and manpower allocated to sustainability activities Each company will prepare a few slides

Roundtable introductions, 10 min Presentations of a best practice security awareness programme - Company TBC - Company TBC

Recent projects, challenges, successes, and future plans

Recent projects, challenges, successes, and future plans

Roundtable:Main Challenges in EA in your company

Roundtable Introductions - Recent projects, challenges, successes and future plans - Topics and questions they would like to engage on with their peers - Governance : Organisational chart where CSRD department fits in and manpower allocated to sustainability activities Each company to prepare a few slides.

Introductions by All Participants - Recent projects, challenges, successes and future plans - Topics and questions they would like to engage on with their peers Each company to prepare a few slides.

Welcome from the Core-team + roundtable of introductions including an ice breaker. You are invited to share updates from your company, department priorities, most recent challenges and initiatives you took, but also what you expect from the 2-day meeting ahead of you.

ISWG meeting start: Welcome by Rolv R. Hauge, Chair of ETIS ISWG Tour de Table: All participants introduce themselves in a short roundtable. 10' Company updates roundtable: - Each company is allocated 3 minutes to present recent challenges, threats, incidents, projects, and future plans. Also delivering expectations from this 2-day meeting. Presentations by new members: - Vodafone

In this informal roundtable discussion, participants will introduce themselves share company updates (max 12 min/company). • Introductions • Current projects and priorities, challenges, successes and future plans • Topics and questions participants would like to engage on with their peers

- What is the future of telcos (from connectivity to full-service provider in all kinds of industries)? - Which other verticals can telcos enter? Health Care, Financial Services, Manufacturing, Energy? - Which new services can telcos offer? Which are the growth areas for telcos? - 5G Monetization

- What is the future of telcos (from connectivity to full-service provider in all kinds of industries)? - Which other verticals can telcos enter? Health Care, Financial Services, Manufacturing, Energy? - Which new services can telcos offer? Which are the growth areas for telcos? - 5G Monetization

What is the rationale for Cloud Transformation? Which goals do you want to achieve? Cloud Transformation journey operator 1

Capability-oriented Architecture & Roadmapping Business Architecture (NOS) The way to Best in Class LCM (Swisscom)

The GDPR therefore came into effect in 2018. And with the GDPR, the Data Protection Impact Assessment (DPIA) also became a reality. The AI Act will come into effect this year and the AI Act introduces the Fundamental Rights Impact Assessment (FRIA). When is a DPIA and/or FRIA required? And how can you combine the impact assessments from the AI Act and GDPR in one fluid process? During the session, a roundtable format will be employed, with companies volunteering to present their insightful perspectives.

Telcos experience with the Agency model (before launch / after launch)

This session will feature vendors presenting real-world GenAI use cases, focusing on practical applications rather than commercial interests. Discussions will revolve around AI implementations in the billing field, with vendors coming with proposals for further evaluation and consideration. The goal is to explore effective ways AI can enhance billing processes within the telecom industry.

- Operators share their views on topic and tools used for carbon emission calculation and internal carbon pricing - Status joint business case (KPN, A1, Px, NOS, Swisscom)

- Operators share their views and best practises on topic of Risk management

Workshop style

Implementation of Telco Cloud - A1 Austria

Implementation of Telco Cloud - A1 Austria

Implementation of Telco Cloud operator 2

AI Enterprise Architecture (Altice - MEO). Successful business / digital transformation, Al / ML driven proactive / preventive assurance.

Presentation 1 - Carbon Accounting by Venezia Zandrelli, NBI Presentation 2 - Energy reduction initiatives by Arjan Spiering / Willem Haumerssen, KPN

Presentation 1 - AI use cases for Energy Reduction by Dirk Desplanques / Wouter Delanote - Proximus Presentation 2 - Business case deep dive by Elisa DES Presentation 3 - TBD

Let's discuss KPIs: ROI on Bussiness Continuity Managment - Presentation and moderation by Alex van Os de Man, TDC NET

Continuation of the session from our last ISWG meeting, with presentations from additional operators and suppliers. Confirmed: - Presentation 1 from KPN - Presentation 2 TBC

Discover how AI and generative AI solutions are transforming digital customer journeys. Presentation by Petra Basic, Global Telecom Growth Lead at Infobip.

In the rapidly evolving landscape, businesses face immense pressure to innovate, deliver results, and stay competitive. However, this urgency can sometimes lead to risk of non-compliance with regulations, ethical guidelines, and company standards. In this session, we will explore strategies for effectively managing this delicate balance between business demands and compliance requirements. - How do you handle pressure from business to prioritize speedy implementation over compliance? - What approaches have you employed to convince the business to drop/modify their initiative as it is not in alignment with company standards/regulations? - How does your company strike a balance between fostering innovation and ensuring compliance The session will adopt a roundtable format where each company is expected to share their current approach, initiatives, and if possible, relevant examples.

The inclusion of customers with disabilities is essential for telcos and will be enforced through the EU Web Accessibility Directive by June 2025. In this session, we will discuss best practices and key challenges in ensuring accessibility. Possible topics may include measures to raise awareness, integration of accessibility in design and development processes, testing, and use of support tools.

- Energy Cost reduction - Smart Energy Systems

Presentation 1 - Further progress on energy reduction initiatives by Arjan Spiering / Marcon de Vrede, KPN Presentation 2 - Mobile energy efficiency, Power plan by Goran Matos, A1 Hrvatska Presentation 3 - Energy reduction initiatives by Nelson Vieira Silva, NOS

This session will delve into the intersection of GDPR (General Data Protection Regulation) and other relevant legislations such as the CSRD (Corporate Sustainability Reporting Directive), NIS2 (Network and Information Security Directive), e-Privacy and government acts. It should explore how these regulations complement and interact with GDPR, addressing overlaps, gaps, and potential conflicts. Discussions include strategies for ensuring compliance with multiple regulations simultaneously, the implications of new legislations on data protection practices, and the role of DPOs in navigating the evolving regulatory landscape. An external expert will provide a presentation, followed by a group discussion.

Best practices in Customer Care Use case under customer care analysis and CAP implementation Beyond Churn: Unveiling the Holistic Approach to Customer Retention Presentation by Chantal Van de Looverobsch, Telenet

A couple of Telcos volunteers will bring up Generative AI case studies to be further tackled upon during an open discussion

- ESG Supplier Ranking input in decision making - Scope 3 emissions data

Discussion on the most recent effective awareness raising programmes and formulating an action plan for the Task Force

Energy Cost reduction Smart Energy Systems - Elisa

Energy Cost reduction Smart Energy Systems - Elisa

Presentation 1: Jonas Kronlund / Sudina Shrestha / Minna Kroger, Elisa Presentation 2 : Nélia Maria Vaz / Valter Lopes Sousa, NOS Presentation 3 : Venezia Zandrelli, NBI Presentation 4 : Arjan Spiering / Willem Haumerssen, KPN

Both, the ETIS Info Sec and the Business Continuity groups will come together to discuss how to build up and maintain resilience within a European telco. - Presentation by T-Mobile Poland on "Cyber Preparedness in Poland and Ukraine", 30' - Q&A session, 15' Discussion session (30'+): - Define what resilience means within the context of telecom companies - Explore the idea of an integrated approach to resilience that incorporates both business continuity and security measures - Should business continuity should be considered a subset of operational resilience or a parallel component?

Both, the ETIS Info Sec and the Business Continuity groups will come together to discuss how to build up and maintain resilience within a European telco. - Presentation by T-Mobile Poland on "Cyber Preparedness in Poland and Ukraine", 30' - Q&A session, 15' Discussion session (30'+): - Define what resilience means within the context of telecom companies - Explore the idea of an integrated approach to resilience that incorporates both business continuity and security measures - Should business continuity should be considered a subset of operational resilience or a parallel component?

Presentation 1 - Sharing Energy Congestion Dashboard by Arjan Spiering, Marcon de Vrede, KPN Presentation 2 - Roundtable discussion - All Participants

TBD

Participants at this activity will be divided into smaller groups, each accompanied by a guide. A guided tour of Prague's landmarks will culminate at the restaurant where the official dinner will be held.

Location of the Restaurant TBC

Location of the Restaurant TBC

Location of the Restaurant TBC

Location of the Restaurant TBC

Location of the Restaurant TBC

All attendees are welcome to join the official dinner, providing an opportunity to engage with ETIS members across working groups or simply unwind and savor the delectable cuisine. Dietary options cater to all preferences.

All attendees to the ETIS Gathering 2024 are invited to participate from 09:00 - 11:00

Speakers

Paul Slot

Executive VP ICT Management at KPN

Through telco services oprators have a wealth of traffic data. To what extent may this traffic data be used to combat fraud?The session will start with a presentation on e-Privacy directive facilitated by Jeroen Jongenelen, DPO at KPN. Companies are invited to present their approach on fraud prevention in their companies. Presentation is optional yet companies are required to confirm if they would present in this session. This is a TELCO-ONLY session, meaning only participants from telecom operators can attend. Other participants are welcome to participate in a different working group activity for the duration of this session.

Exchange on successful marketing campaigns- what works best How to use communication to increase DCB business

This session will focus on evaluating various payment methods, including emerging methods such as wallets, direct carrier billing (DCB), QR codes, NFC, wearable payments, and virtual prepaid cards. Participants will discuss which payment methods they find most intriguing to promote and how they influence customer adoption. The session will involve a roundtable discussion and benchmarking exercise to determine the share of payments each method currently holds within the industry. As part of the preparation, participants are expected to complete a one-pager which will be shared along post-registration.

- Report KPN

Telco Use Cases - Lenovo + Intel

Representatives of companies participating in the TNO's TSB2024 are invited to participate. Agenda will be available in Spring 2024.

- Telco Use cases: Lenovo + Intel - Anomaly Detection - Automation of Operations

Telco Use cases Anomaly Detection Automation of Operations

Martech Architecture Mainframe modernization and EAM methodology (Al)

Biodiversity Report by Arjan Spiering / Willem Haumerssen, KPN

Presentation 1 - Detailed Insights - 24/7 Carbon Free Energy by Arjan Spiering / Marcon de Vrede, KPN Presentation 2 - Roundtable discussion by All Participants a. 24/7 compliancy definition (each Telco) b. Demand ; Supply ; Data insights c. From foundation towards instrumental 24/7 d. Key Topics & Questions to discuss with peers

Every participant is expected to share their experience with at least 1 incident. Any slides shared are expected to be sent to av@etis.org 3 working days in advance of the meeting.

Presentations from Telcos & Suppliers expected: Presentation 1 - TBC Presentation 2 - TBC

Experiments, like AB-testing, provide essential value for conversion and engagement optimization in digital journeys. We want to deep dive into this topic: • Where do you use AB-testing in digital surroundings? (e.g. Web, native Apps, campaigning, etc) • What were your most successful AB-tests? And what were your biggest fails? • Which insights and learnings could you generate and share in this session? Participants are asked to bring use cases from their work for this session. Participants might be asked to fill out a survey about the current experimentation maturity level of each Telco in preparation for this session.

Speakers

Charlotte Patrick

Independent Analyst at Charlotte Patrick

Charlotte is interested in the financial value of implementing AI and automation across a telco and will be presenting her research in this area – highlighting the areas of most financial value. A range of use cases will be discussed looking at the most effective uses of AI and automation – and at what opportunities there are for creating value from currently hot topics like Gen AI. She will also discuss briefly some expected future trends and how telcos will need to evolve to meet the new challenges which are ahead.

Human Rights impact assessment by Jonas Kronlund / Sudina Shrestha / Minna Kroger, Elisa

Presentation by Swisscom

This open discussion seeks to facilitate the exchange of insights among participants regarding their interactions with Data Protection Authorities and Supervisory Authorities. Do you engage with them? Share your experiences and insights on how that process unfolds. What have been your experiences thus far, and have there been any noteworthy developments or decisions? Companies are encouraged to present provided they have valuable insights to share.

Presentation: Self Regulation in the Dutch market (Gaby Bosch, CFM)

Participants will explore how telcos utilize billing systems for fraud prevention purposes, including the establishment of rules based on billing data, defining risks, and employing AI for enhanced detection and mitigation. Key discussion points will include real-world use cases showcasing effective strategies employed by telcos to combat fraud using billing data. Participants will have the opportunity to share insights, challenges, and best practices related to risk management strategies in the telecom industry.

- FTTH rollout and implementation - Fixed Mobile Convergence - 5G rollout and implementation

What Cloud Infrastructure do you go for? Do you opt for a public or a private cloud? What are pro and cons of one versus the other? What is impact of financial business model of both options? How do you avoid vendor lock-in? How do you do multi-cloud management?

Learning from migration IT from the SAFe framework to the Spotify model (byEiY 20204) Odido Data Model Driven Integration (Proximus) - Follow up tbc

Roundtable discussion - What data sources to use - How connect to supplier information - What is the role of parties like CDP & Ecovadis - How to govern the required data - How do different suppliers in ERP-domain support CSRD data requirements - What can we copy from each other when building/standardizing the data-landscape for CSRD

Presentation 1 - Energy data collection & management strategy by Wouter Delanote, Proximus Presentation 2 - Smart meter / Metering strategy by Arjan Spiering / Marcon de Vrede, KPN Presentation 3 - Energy Data Domain by Nelson Vieira Silva, NOS

Including discussions on the following: - Data backup strategies and frequency of backups - Redundancy measures to mitigate risks of data loss - Backup testing - Data backup encryption and security - Processes for performing fresh reinstalls from backups / fresh offline backups - How to make sure the networks and their configurations are ready, not just backups

A survey will be compiled and shared with Info. Sec. Working Group in advance with all participants in early May. The ETIS ISWG core-team will process the answers and create a presenation to drive discussion during the meeting.

Participants can chose to attend one of the following two sessions: SESSION 4A: Gamification Use cases on engaging users and building emotional connection between customers and company using gamification techniques - loyalty programs, rewards, competitions, leaderboards, countdowns, puzzles, games, quests, challenges etc. We will focus on outcomes and business results. Companies with use-cases and valuable insights are invited to present on a volunteering basis. SESSION 4B: Streamlining Ordering Screens and Shop Assistant Workflows Behind the straightforward front end lies a complex back end that triggered during order negotiation processes. This includes tasks such as checking Fiber eligibility, negotiating appointments, and determining next best actions. The goal of this workshop is to simplify processes and enhance the value of the sales pitch. - Are there any upfront process preparations or agent pre-briefing information available to enhance preparation and shorten agent/customer interactions? - Do agents effectively utilize next best actions in their sales pitches? What specific next best actions are proposed, and what is the acceptance rate? - What self-service opportunities, purely sales-related with no customer care aspect, are available in a shop, and how do they operate? For example, the activation of SIM cards. - What is the architecture, and how can it be made less capital expenditure-intensive? Participants are encouraged to share demonstrations and be ready to discuss the points mentioned above during the workshop.

Select any of the working group agendas above to see the full programme!

GSMA's Camara project / Open Gateway - Impact on DCB

- Report KPN on corporate program - Status update participants

Cybersecurity strategy, Encryption and the Quantum computer Open Discussion and expectations / wishes for the next sessions

In this interactive session, we'll explore the ongoing challenge of maintaining relevance and engagement in internal training and awareness initiatives within telcos, particularly in the context of GDPR. As telcos are tasked with keeping e-learning initiatives alive and impactful, we'll discuss strategies for creating fresh, interesting content while avoiding repetition. While all companies are encouraged to contribute their approaches in a roundtable of ideas, those providing insightful presentations on effective methods for maintaining engagement and specificity in data privacy education will be offered additional time. Each company is expected to actively participate in a roundtable discussion, coming prepared to answer to following: What are they currently doing for the purpose explained above and which are the initiatives they see for keeping training programs interesting and relevant.

How AI will change the payments market? Will AI bring seamless experience and how this influence our revenues?

Part 1: European regulation coming up - How are telcos affected or could be affected? (30 minutes) Part 2: Profiling in collections and selfcare instalment plans (1 hour)

Roundtable discussion a. Green IT definition (each Telco) b. Sharing of Green IT practices c. Green DC’s d. Low power mode & switch off policies

Presentations from operators or guests TBC

A survey will be prepared by our core-team and circulated to ISWG members by early May. The results of the survey will help us drive discussion during the meeting.

Currently, it remains relatively convenient for customers to visit the shop and wait in line for routine tasks. However, this process occupies valuable sales time that could be dedicated to more complex or value-added sales interactions. - Which digitalisation actions could be facilitated (in shop) via desk or kiosk? - Are there excessive number of screens or messages projected in our shops? - Do other Telcos' take a similar approach or do they focus more on concise messages ? This interactive workshop aims to discuss opportunities and get inspired on potential actions to enhance the value of sales interactions by offering effective alternatives for customer care and customer inquiries while in shops.

What is impact on your organisation as telcos are becoming SW companies, how do you cope with different skills needed? How do you manage the cultural transformation needed within the company to do so?

Climate risk - Qualitative assessment by Adriāna Kauliņa, TET

Roundtable discussion by All Participants

Presentations of use cases welcome - share proposals at av@etis.org How (and which) do you use new and advanced gen AI tools in your everyday work? e.g. checking BC and sec. requirements across contracts in a telco

Only representatives of telecom operators are allowed to participate. Participants prepare information to share about the latest incident (5-7 min each) they experienced in their organisations.

This session will serve as a buffer, either for any unfinished discussions from previous sessions or for participants to engage in further discourse on proposed topics. We will dedicate time to discuss future topics for consideration in upcoming events. Attendees will be asked to fill out the feedback form, therefore helping us to improve future gatherings. OPEN TOPIC Proposal: Exploring DPO Certifications and Training standards and opportunities: We would focus on the requirements and standards for DPOs across different companies from partners they collaborate with. We would also delve into DPO qualifications and the training programs available, the role of accessible training programs in strengthening DPOs capabilities while advocating for training programs organized by the European Commission for DPOs.

This session will serve as a buffer for any unfinished discussions from previous sessions or for participants to engage in further discourse on proposed topics. We will dedicate time to discuss future topics for consideration in upcoming events. Attendees will be asked to fill out the feedback form, therefore helping us to improve future gatherings. Open topic: PSD 3 Updates (if relevant at that point)

This session will serve as a buffer for any unfinished discussions from previous sessions or for participants to engage in further discourse on proposed topics. We will dedicate time to discuss future topics for consideration in upcoming events. Attendees will be asked to fill out the feedback form, therefore helping us to improve future gatherings.

This session will serve as a buffer for any unfinished discussions from previous sessions or for participants to engage in further discourse on proposed topics. We will dedicate time to discuss future topics for consideration in upcoming events. Attendees will be asked to fill out the feedback form, therefore helping us to improve future gatherings.

Roundtable discussion by All Participants