AI-Powered Zero-Touch CX in Telecom
Dial One: A Platform to Explore Technology and Telecom EP:01

Zero Touch CX

A conversation with Manish Mangal (Tech Mahindra), Mark Austin (AT&T), and Nevash Pillay (Databricks), moderated by Rahul Mali (Tech Mahindra), on advancing toward a zero-touch customer experience.

August 7, 2026 15 mins Listen youtube
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The Shift from Reactive to Proactive

Zero-touch customer experience is redefining how telecom providers deliver customer experiences by shifting from reactive support to proactive, AI-driven engagement.

In this episode of Dial One, industry leaders from Tech Mahindra, AT&T, and Databricks discuss how artificial intelligence, automation, and data are enabling networks to anticipate issues before they impact customers. The conversation explores the role of intelligent platforms, predictive analytics, and autonomous operations in creating integrated and scalable customer experiences.

The speakers also share practical perspectives on aligning technology, data, and operating models to accelerate telecom transformation while improving operational efficiency and customer satisfaction.

Gain valuable insights into the strategies and innovations shaping the future of customer experience in the telecommunications industry.

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Tags:
Network Operations Artificial Intelligence Communications
Speakers
manish-mangal
Manish Mangal
President and Head – Americas Communication Business

An accomplished telecom industry veteran with 20 years of professional experience. Held various leadership roles in Fortune 100 companies leading technology initiatives from incubation to operationalization that transformed businesses and increased enterprise value. Manish is an Expert in leading large and global teams, developing end to end technology solutions, and creating / managing strategic partnerships that directly improve enterprise value.

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mark-austin
Mark Austin
Vice President-Data Science, AT&T

Dr. Mark Austin leads a team of approximately 250 data scientists and developers at AT&T's Chief Data Office. His team applies AI, machine learning, and automation across various domains, including fraud detection, field operations, and supply chain management. With over 29 years of experience, Dr. Austin has authored five books, published over 20 technical papers, and held more than 100 patents. He earned his Ph.D.Read More

Dr. Mark Austin leads a team of approximately 250 data scientists and developers at AT&T's Chief Data Office. His team applies AI, machine learning, and automation across various domains, including fraud detection, field operations, and supply chain management. With over 29 years of experience, Dr. Austin has authored five books, published over 20 technical papers, and held more than 100 patents. He earned his Ph.D. in Electrical Engineering from Georgia Tech and is based in Plano, Texas.

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nevash-pillay
Nevash Pillay
Global Head-Communications Industry, Databricks

Nevash is the Global Head of the Telecom Industry at Databricks, partnering with telecom operators to leverage data and AI for innovation. With over 20 years in telecom, she has held leadership roles at Telstra and UiPath, shaping strategies that enhance customer experience and growth. Known for leading $6.5B sales portfolios, she turns disruption into opportunity.Read More

Nevash is the Global Head of the Telecom Industry at Databricks, partnering with telecom operators to leverage data and AI for innovation. With over 20 years in telecom, she has held leadership roles at Telstra and UiPath, shaping strategies that enhance customer experience and growth. Known for leading $6.5B sales portfolios, she turns disruption into opportunity. A strong advocate for diversity and emerging leaders, Nevash promotes a vision for trusted AI that empowers telcos

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rahul-mali
Rahul Mali
SVP-Service Delivery, Americas Communications Business, Tech Mahindra (Moderator)

Rahul Mali is a technology executive with 20+ years of experience leading large-scale digital and IT transformations in global delivery models. He drives multi-billion-dollar revenue programs, builds high-performance teams, and delivers complex BSS/OSS, cloud, AI, and network solutions. Rahul champions people-first leadership across people, process, and technology at enterprise scale.

Explore the shift toward more proactive and seamless customer experiences

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