Join Capgemini at Canada’s premier telecom gathering.

Panel: Experience Redefined: Customer Service in the Age of AI 
Date: May 12, 2026 
Time: 10:45–11:30 a.m.

Customers already feel service is becoming too impersonal and automated, with 45 percent believing this will accelerate as companies become the main beneficiaries of AI in service, and only five percent thinking customers will benefit most.

In this session, Ipsos brings fresh data to a candid conversation about how Canadians are feeling about AI as part of their service experience. We’ll explore how telco leaders are thinking about and implementing AI tools to create win-win experiences that increase satisfaction while reducing costs and increasing effectiveness for operators

Adrian Mah, Managing Director, Intelligent Industry, Capgemini Canada, will join a panel discussion moderated by Bryan Borzykowski, Journalist and Founder, Editorial Director at ALLCAPS Content, and industry experts including:

  • Charlene Gavel, President & CEO, SaskTel
  • Cameron McFadyen, Vice President, Western Canada, Ipsos Canada
  • Mariam Nabilsi, SVP, Customer Experience, Ipsos in Canada
  • Rob Bevington, VP – Technology Development, Cogeco.

Panel: Intelligent AI Fabric and Business Automation
Date: May 13, 2026 
Time: 1:00–1:45 p.m. 

Canada’s telecommunications networks are evolving from passive infrastructure into intelligent, self-optimizing platforms. The emergence of AI fabric – the integration of artificial intelligence across network layers, operations, and customer systems – is enabling carriers to automate complex workflows, predict network failures before they occur, and deliver personalized services at scale.

This panel brings together industry leaders to examine how AI-driven automation is being operationalized across the sector today, what implementation challenges remain, and how Canadian carriers can leverage intelligent network architecture to drive business growth. The conversation will also explore the workforce and regulatory implications of automation at scale.

Masoon Amin, Vice President and Head of Technology and Innovation, Capgemini, will be joined by moderator Roger Perryman, Senior Industry Advisor, and panelists:

  • Manav Gupta, Chief Technology Officer, IBM Canada
  • Vivek Murthy, President, OSS, Rakuten Symphony
  • Dean Bubley, Founder and Director, Disruptive Analysis
  • Walter Miron, Owner and Principal Consultant, Miron Group.

The Canadian Telecom Summit is Canada’s leading information and communications technology (ICT) event, welcoming industry leaders for two days of in-depth programming, networking, and discussion on the biggest challenges, trends, and opportunities shaping the telecom industry today.  

Click here to learn more about the event