At this year’s TM Forum DTW Ignite in Copenhagen, innovation takes center stage with the continuation of the groundbreaking initiative: “Autonomous Customer Experience Index for Zero-Touch 5G and Wi-Fi Networks – Phase V.”
Led by champions Telefónica and Elisa, and supported by key partners including Tupl, MedUX, Optare Solutions, Being, and Elisa Polystar, this Catalyst project showcases the power of Generative AI, closed-loop automation, and sustainability-focused design in transforming customer experience across both 5G and Wi-Fi networks.
From Insight to Automation: The Evolution of CEI
Since its inception, the Catalyst has been evolving the Customer Experience Index (CEI) — a data-driven model designed to quantify and enhance the quality of telecom services from the end-user’s perspective.
From the beginning, the main goal of the project was to anticipate and proactively resolve potential network performance issues to ensure a seamless customer experience.
Building on a Strong Foundation: Learnings from Previous Phases
This year’s Catalyst builds upon a rich legacy of innovation established across multiple earlier phases of the project. Each stage has contributed to a deeper understanding of how customer experience can be intelligently modeled, monitored, and optimized using real-world network data and advanced analytics frameworks.
In the initial phases, the team focused on developing Customer Experience Index (CEI) models for 5G networks using crowdsourced data. These early models were instrumental in capturing user sentiment and service quality insights directly from mobile devices, offering a baseline for network performance as experienced by real customers.
As the project progressed, the team incorporated direct network data, enriching the CEI with more granular and accurate performance indicators from the infrastructure itself. This fusion of network and crowdsourced data allowed for more robust and responsive CEI models that could reflect both technical performance and customer perception.
The third evolution introduced persona-driven CEI modeling, where different customer profiles were used to tailor the experience metrics. This allowed the team to differentiate expectations and quality thresholds across user types — such as gamers, remote workers, or streamers — enhancing personalization in experience management.
One of the key technical milestones was the integration of predictive CEI capabilities powered by Network Data Analytics Function (NWDAF). With NWDAF, the system could anticipate degradations in service before they became noticeable to the customer, enabling proactive interventions that minimized dissatisfaction and reduced complaint volumes.
In parallel, the Catalyst explored innovative visualizations through a Network Digital Twin, a virtual replica of Telefónica’s 5G network. This digital environment integrated real-time CEI data and presented it in a 3D interactive interface, offering operators a dynamic and intuitive way to monitor and manage network performance with a customer-centric lens.
Wi-Fi networks also became a critical area of focus. For these, CEI models were developed based on a combination of router performance data, mobile SDK telemetry, active testing from probes in real households, and crowdsourced data. These comprehensive datasets enabled the team to identify the root causes of common in-home issues — such as poor coverage, congestion, or suboptimal router configuration — and implement targeted optimizations.
The Wi-Fi track culminated in the creation of autonomous operational use cases. These featured anomaly detection for key performance indicators, root cause analysis, and closed-loop actuation policies to resolve problems without human intervention. This was further expanded with a Fixed Wireless Access (FWA) use case for Elisa in Finland, which measured customer experience by combining 5G radio data and router-level performance, delivering proactive support for remote users.
Through all these innovations, previous phases of the Catalyst project laid the groundwork for what is now possible in Phase V: a fully converged, AI-driven, and sustainability-aware framework for delivering autonomous customer experience across both fixed and mobile networks.
2025: What’s New in Phase V?
This year, the Catalyst takes a bold leap forward with a set of four cutting-edge use cases, combining Generative AI, converged CEI analytics, and sustainability objectives.
1. CEI for Converged Mobile & Wi-Fi Networks
For Telefónica Spain, the team is developing a unified CEI model that merges mobile and fixed Wi-Fi data sources — enabling a 360° view of customer experience.
2. Sustainability-Driven CEI Automation
A dual approach that:
– Estimates energy consumption and carbon footprint of mobile services
– Optimizes power-saving features (PSF) while safeguarding customer experience, using CEI as the guiding metric
3. 5G Network Slicing Automation for QoE
In both standalone 5G and converged scenarios, CEI drives:
– Intent-based service policies
– Anomaly detection of SLA KPIs
– Dynamic network slicing to resolve user pain points in real time — including Elisa’s case where a user’s poor Wi-Fi experience triggers the assignment of a personalized 5G slice
4. Generative AI for Service Center Automation
Using CEI, anomaly detection, and RCA, this use case showcases automated customer complaint resolution via a Generative AI-powered service assistant. This is a concrete example of how zero-touch service assurance can reduce churn and improve NPS.
Why It Matters
🔹 AI Meets Sustainability
This Catalyst isn’t just about technology — it’s about balancing performance with environmental responsibility. By optimizing networks intelligently, operators can ensure both excellent experience and reduced energy usage.
🔹 Customer-Centric Automation
With CEI guiding closed-loop policies, telecoms can shift from reactive troubleshooting to proactive, autonomous experience assurance.
🔹 Real-World Impact
The solutions presented are built on actual network data from Telefónica Spain and Elisa Finland, following TM Forum Open Digital Architecture (ODA) and standards like NWDAF and Service Intent.
Tupl’s Role: Enabling Zero-Touch Decision Intelligence
As a strategic technology partner in this Catalyst, Tupl plays a vital role in turning data into intelligent, autonomous actions. At the heart of our contribution lies a concept we’ve pioneered and continuously evolved:
Zero-Touch Decision Intelligence
This approach goes beyond traditional automation. It fuses AI, analytics, and decision logic to create a fully autonomous system capable of:
– Interpreting customer experience indicators (CEI) in real time
– Detecting anomalies and predicting service degradation
– Identifying the optimal root cause and resolution path
– Triggering the appropriate policy-driven action — automatically
Tupl’s platform serves as the intelligent brain that transforms CEI models into closed-loop automation pipelines across mobile and fixed networks. Whether it’s optimizing power-saving features without compromising experience, assigning a dynamic 5G slice, or resolving Wi-Fi performance issues at home — our Zero-Touch Decision Intelligence ensures every decision is data-driven, context-aware, and human-free.
In this Catalyst, Tupl’s technology empowers:
✔️ Proactive customer experience protection by acting on CEI insights
✔️ Generative AI integration for automated customer service resolution
✔️ Policy-based closed-loop operations across Wi-Fi and 5G domains
✔️ Energy-saving orchestration guided by QoE metrics, not just throughput
By removing manual intervention from network and service management, we enable operators like Telefónica and Elisa to shift from reactive to predictive and prescriptive operations — improving customer satisfaction, reducing operational costs, and supporting sustainability targets.
Tupl’s vision aligns perfectly with the goals of this Catalyst: autonomous, AI-native, and sustainable customer experience assurance.
Meet Us at DTW Ignite 2025
📍 Location: TM Forum DTW Ignite, Copenhagen
📅 Date: June 2025
📣 Experience the demo, download the brochure, and speak to the experts.
Let’s build the autonomous, sustainable networks of the future — together.
