Featuring: Pietro Labriola, CEO, TIM
Use Case: Agent-Customer Pairing, Service Quality, Competitive Differentiation
Artificial intelligence is reshaping industries, and telecommunications is no exception. For Pietro Labriola, CEO of TIM, the challenge is clear: succeed in a market that demands speed, resilience, and constant adaptation.
“Today, AI is certainly driving a historic change. The consumer retail business is one where being lean and executing fast is key. The speed with which this market evolves forces us to change quickly to survive.”
Flexibility as a Competitive Advantage
In a global economy, large enterprises often operate with centralized rules that can feel inflexible at the local level. Labriola sees Afiniti’s adaptability as a key differentiator.
That flexibility allows TIM to adapt solutions to local market needs while still delivering world-class customer experiences.
Service Quality as the New Differentiator
When mobile operators all provide similar network coverage, customer service becomes the battleground for differentiation.
“In the past, a customer might choose an operator based on coverage. Today, coverage is essentially the same. So how can an operator differentiate? On the basis of its brand and the quality of its service.”
Afiniti’s AI-powered pairing technology helps TIM ensure that every customer is matched with the best possible representative for their needs – improving satisfaction and loyalty.
Pairing That Drives Performance
The core of Afiniti’s value lies in understanding both the agent and the customer, then making optimal matches in real time.
“The capacity to create an optimal pair based on the understanding of the agents and of our clients is a key ingredient of excellent customer service.”
By elevating the quality of each interaction, Afiniti not only improves the customer experience but also strengthens TIM’s competitive position in the market.
A Clear Competitive Edge
For TIM, the benefits are straightforward:
“The opportunity for us is clear: Afiniti improves our customer service and provides therefore a key competitive advantage for TIM.”
Key Takeaways
- Flexibility matters.
Local-market adaptability helps technology partnerships succeed where rigid models fall short.
- Service is the new differentiator.
In mature markets, customer service quality is where brands win or lose.
- AI pairing enhances every interaction.
Matching customers with the right representative improves satisfaction and loyalty.
- Partnership drives results.
Afiniti’s technology delivers both immediate customer experience gains and long-term competitive advantage.
Want to learn how Afiniti can help your organization deliver stronger customer connections?
See the full interview here.
Featuring: Jenifer Robertson, Executive VP & General Manager, AT&T Mass Media
Use Case: AI-Enabled Customer Experience, Scalable Performance Optimization
AT&T has always placed customer experience at the heart of its operations. For Jenifer Robertson, Executive Vice President & General Manager of AT&T Mass Media, delivering great service isn’t just a business goal – it’s a cultural imperative.
“AT&T has this concept of driving great customer experiences at its core. It’s part of our culture.”
But keeping pace with evolving customer expectations requires more than intention. It requires people, processes, and technology all working in harmony. That’s where artificial intelligence comes into play, and where Afiniti fits in.
Empowering People with the Right Tools
As Robertson explains, achieving great CX requires a clear focus on three pillars:
AT&T invests in its people – those who are trained and wired to serve. But it’s the interplay between these frontline agents and advanced AI technology that creates real scale.
Afiniti’s AI solution integrates seamlessly into this framework, enabling smarter connections between representatives and customers, and reinforcing a service mindset with measurable results.
Carving Better Experiences – One Call at a Time
Robertson likens CX to the ancient city of Petra: a masterpiece carved gradually, with care and persistence.
“You have to carve it every single day. It takes every single call, and trying to make the best experience from that call to build big impact.”
By applying Afiniti’s AI technology to most inbound calls (80% with AI on vs. 20% as a control), AT&T is able to track and optimize every interaction. The result? Increased satisfaction and better business outcomes.
Smarter Pairing Through Continuous Learning
What sets this partnership apart is the ability to constantly improve. Through a data feedback loop, AT&T and Afiniti continually refine algorithms to identify, and repeat, the most effective pairings.
“We’re constantly sharing data to improve the algorithms… figure out which pairings work better, and repeat those as much as possible.”
This closed-loop learning system not only improves customer satisfaction, but also boosts revenue by maximizing the value of each conversation
Key Takeaways
- CX is a daily commitment.
AT&T treats every interaction as a chance to improve the customer journey.
- Technology amplifies human strengths.
AI augments – not replaces – frontline agents and their ability to connect.
- Partnerships drive smarter outcomes.
Through data collaboration, AT&T and Afiniti continuously refine pairing models.
- Impact is measurable and scalable.
With AI driving 80% of calls, AT&T sees clear gains in satisfaction and performance.
Want to learn how Afiniti can help your team carve better customer experiences every day?
Featuring: Lutz Schuler, CEO of VMO2
Use Case: Channel Optimization, Agent-Customer Pairing, AI-Driven CX
In today’s rapidly evolving landscape, data is no longer just a competitive advantage – it’s the foundation of survival. As Lutz Schuler, CEO of VMO2 put it:
“Data is an absolute revolution for our industry. Either we use it the right way, or we lose the customer relationship. As simple as that.”
This candid perspective comes from a leader whose team has been on a transformative journey – leveraging data, AI, and strategic partnerships to drive better customer experiences and stronger revenue performance.
From Data to Outcomes: A Shared Journey
This organization’s digital transformation began with a simple but ambitious goal: to understand their customers better than anyone else.
“The core for us is to understand every household, every product price permutation, and then understand the right channel for the household to interact with us.”
This granular understanding of customers became the cornerstone of their strategy. And it’s here where the partnership with Afiniti became critical.
“This is also your sweet spot. This is the core of our strategy.”
By integrating Afiniti’s AI technology, which pairs customers with agents based on outcomes, the organization began to see measurable benefits, including:
- Increased revenue
- Higher customer satisfaction
- Deeper, data-driven insights into customer behavior and channel preferences
A True Collaboration Between Data Teams
As with any major transformation, there were challenges along the way – especially when it came to aligning internal teams and external technology partners.
“In the past, there was a bit of competition between my data team and your team… some of my colleagues saw it as an OR instead of an AND.”
Initially, there was hesitation. Could internal and external analytics efforts truly work in harmony? Over time, the answer became a resounding yes.
“Now we are at an AND. Afiniti is helping us in certain use cases – using our data and adding it to your data – to ultimately get customers what they want.”
Built on Trust, Proven in Crucial Moments
Beyond technology and data, this is a story about trust.
“We’ve had some crucial moments together. And I could count on Afiniti. You helped us.”
That kind of reliability has turned a vendor-client relationship into a true partnership.
“You’ve provided value to us. You can count on us. That’s what a partnership is about.”
Key Takeaways
- Data is now mission-critical.
Organizations that fail to harness data intelligently will lose their customer relationships.
- AI enhances – not replaces – internal capabilities.
The most effective strategies combine internal data science teams with specialized partners to create a powerful, collaborative “AND” approach.
- Personalization drives both CX and revenue.
Tailoring product offers and communication channels to each household delivers measurable gains in satisfaction and financial outcomes.
- The right partner goes beyond tech.
Trust, consistency, and shared goals are what elevate a technology provider into a long-term strategic ally.
Want to learn how Afiniti can help your team drive better outcomes from your existing customer data?
See the full interview here.
Washington, D.C. – June 16, 2025 – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced the appointment of Dileepan Narayanan as its new Chief Product and Technology Officer.
Mr. Narayanan brings more than two decades of experience in product and business leadership across consumer and enterprise technologies. His deep expertise spans Generative AI, Conversational AI, Computer Vision, Multimodal AI, IoT, and Edge Compute. He will be responsible for leading Afiniti’s global product and technology teams and will drive excellence in all our existing products and next-generation AI products and solutions. Mr. Narayanan will be based in San Francisco.
Mr. Narayanan joins Afiniti from Amazon, where, most recently, he led the launch of Generative AI applications and infrastructure for Amazon’s global selling community. Previously, he led product teams across Amazon’s Alexa and Artificial General Intelligence (AGI), launching notable innovations such as personalized conversational AI for Alexa (Teachable AI), multimodal learning for Amazon’s home robot Astro, and augmented reality experiences. Mr. Narayanan also played a key role in scaling Amazon’s foundation models through AWS Bedrock. Earlier in his career, he held senior product leadership roles at Ruckus Networks, Broadcom, and Cypress Semiconductor, where he developed IoT platforms, led large-scale P&Ls, and introduced market-first innovations in wireless and touchscreen technologies.
“We’re thrilled to welcome Dileepan to Afiniti,” said Jerome Kapelus, Chief Executive Officer of Afiniti. “He is a world-class product leader with a passion for turning bold ideas into real-world impact. His deep technical expertise and track record of scaling AI products from 0-to-1 will be critical as we drive forward our product-led growth agenda and continue delivering value to our clients. Dileepan will play a central role in advancing Afiniti’s next generation of AI optimization solutions — especially our new Agentic AI offerings — which will work together with our high-impact core pairing technology to continue to transform contact center performance and effectiveness for the world’s largest consumer-facing companies.”
“I’m deeply inspired by Afiniti’s mission and the opportunity to apply responsible AI to complex business challenges, and see tremendous potential to deliver meaningful impact,” said Mr. Narayanan. “I’m impressed by the strength of Afiniti’s AI innovation and talent, and I’m confident that, with a product-led mindset, we can unlock significant growth. I’m particularly excited to accelerate the development of our differentiating Agentic AI solutions, which will seamlessly leverage the market-proven strengths of Afiniti’s optimization platform to empower agents, improve outcomes, and redefine the customer experience in large-scale contact centers.”
About Afiniti
Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit www.afiniti.com.
Media Contact
info@afiniti.com
New York, NY – March 17, 2025 – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced that its innovative eXperienceAI pairing solution is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS).
Amazon Connect customers can now leverage the power of Afiniti’s cutting-edge eXperienceAI technology to effortlessly elevate customer experience by optimizing customer retention, boost sales conversion rates, drive revenue growth, and lower service costs within AWS Marketplace.
eXperienceAI unlocks the full potential of siloed data to make smarter routing decisions, increasing the likelihood of success on every customer interaction. Its intuitive dashboards provide deep insights into outcome drivers, enabling measurable, transformative improvements across key performance indicators.
With user-friendly, no-code tools that replicate the workflows of Afiniti’s data scientists, eXperienceAI simplifies the optimization of contact center operations. The platform incorporates advanced data preparation and AI model training to drive efficient routing decisions, reducing time to value and maximizing impact.
In the past year alone, Afiniti’s technology has delivered over $2.2 billion in measurable value to businesses globally, transforming customer experiences and optimizing outcomes at scale.
“With the launch of eXperienceAI in the AWS Marketplace, we are empowering businesses to elevate their contact center operations to new heights. By fostering smarter, more meaningful pairing between customers and agents, we are not just improving efficiency – we’re driving real, measurable outcomes that transform the customer experience and deliver superior results for businesses across industries,” said Ben Evans, Chief Partnerships Officer, Afiniti.
eXperienceAI is now generally available in AWS Marketplace. To view the listing, click here. For more information on Afiniti and its AI-driven Outcome Optimization solutions, please click here.
About Afiniti
Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit www.afiniti.com.
Media Contact
info@afiniti.com
New York, NY – March 7, 2025 – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced the appointment of two new board members, Anurag Yagnik and Chris Karp, as the company continues to strengthen its operations and growth.
Anurag Yagnik is a seasoned technology executive and board member with over 25 years of experience transforming legacy software into cloud-native, SaaS solutions. Mr. Yagnik has extensive experience working with private equity-owned businesses and helping to drive various value creation and growth initiatives. He is currently the Chief Technology Officer at Prophix and was the founding CTO at Vitech Systems Group.
“We are thrilled to welcome Anurag to our Board,” said Jerome Kapelus, CEO of Afiniti. “His impressive background and proven track record in delivering cutting-edge enterprise software solutions will be invaluable as we further invest in next-generation technologies and unlock new avenues for growth. We look forward to benefiting from his strategic insights and leadership.”
Chris Karp is an innovative executive with vast expertise in managing customer service operations and technical support, as well as driving continuous improvement and transformation at SaaS businesses. He has been recognized for developing and leading high-performing teams and his commitment to delivering financial excellence, high customer satisfaction, establishing employee followership and fostering accountability. Mr. Karp currently serves as Chief Customer Officer and EVP of Operations at Auctane and has held leadership positions at Chewy, RealPage Inc and Tektronix Communications. He is a board member at NPOWER.
“We are excited to have Chris join our Board,” added Mr. Kapelus. “His deep understanding of contact center operations and the leading-edge AI products that drive value to customers will be vital as we build on our strengths, expand our capabilities and continue to enhance customer experience journeys. Chris’ leadership and strategic vision will play a key role in helping us drive the company’s growth and success in the years to come.”
About Afiniti
Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit www.afiniti.com.
Media Contact
info@afiniti.com
Washington, DC – February 10, 2025 – Afiniti, Inc., a global customer experience and artificial intelligence provider, today announced that Jerome Kapelus has been appointed Chief Executive Officer. Mr. Kapelus succeeds Hassan Afzal, who will continue to support Afiniti in a strategic advisory role.
Mr. Kapelus is a seasoned operations and financial executive with over 25 years of experience leading, scaling and transforming high-growth technology companies. Most recently, he was President of PWCC Marketplace, where he led the business’ integration and transformation following its acquisition by Fanatics, Inc. Previously, he served as Chief Financial Officer of TCGplayer, overseeing significant revenue growth and operational improvements before its sale to eBay. Kapelus also served as Chief Financial Officer of Quartet Health, where he played a key role in rapidly scaling and operationalizing the business.
“It is an honor to lead Afiniti and its tremendously talented employees as CEO,” said Kapelus. “I would also like to express my deep gratitude and appreciation for Hassan’s leadership and dedication to Afiniti, both in the last two years as CEO and in the many years before that as a key architect of our unique and patented technology. Thanks to his efforts, Afiniti is now positioned to expand its market presence and achieve sustainable growth at scale. I look forward to building on his legacy by continuing to invest in cutting-edge AI technologies that bring tangible value to Afiniti’s customers and empower them to optimize their customer experience.”
“Jerome is an experienced, operationally focused leader with a knack for innovative solutions that encourage transformation and drive growth,” said David Flannery, President of Vista Credit Partners and Chairman of Afiniti’s Board of Directors. “He has been an excellent addition to Afiniti’s leadership team and is a natural choice to lead the company through this important next phase of its journey.”
About Afiniti
Founded in 2006, Afiniti is a leading provider of artificial intelligence solutions, specializing in optimizing customer interactions across various industries. By leveraging patented technology, Afiniti identifies and predicts patterns of interpersonal behavior to pair customers with the most compatible contact center agents, enhancing customer satisfaction and operational efficiency. Afiniti’s AI solutions enable leading global consumer companies to drive high-value engagement between their customers and their customer service agents. To learn more, visit www.afiniti.com.
Media Contact
info@afiniti.com
Afiniti is happy to announce a new partnership with Türk Telekom, Turkey’s leading telecom operator. They have chosen to work with Afiniti so that they can use our eXperienceAI Elite product to help them make their client interactions easier and more efficient along with increasing happiness in resolution for the customer. Rather than routing customers to the first available agent with the traditional approach, Afiniti’s patented AI predictive technology pairs customers with agents based on who they will best interact with and who is most equipped to solve the customer’s particular problem.
“Türk Telekom’s first and utmost priority is to deliver better experiences to its customer and towards this aim we are committed to use most innovative and new technologies, particularly applied-AI” said Ms. Zeynep Özden, CMO of Türk Telekom. “Every interaction is a unique opportunity to give customers a better experience. We started to partner with Afiniti to ensure the best experience for all our customers in Contact Center domain through pairing them with the right agents who will best address their needs.”
“We are thrilled to strengthen our collaboration with Türk Telekom, a leader in innovation and customer satisfaction. This partnership represents a significant step forward in our mission to optimize customer interactions through advanced AI-driven solutions. Together, we are committed to delivering exceptional service quality, and precisely measurable value leveraging our combined expertise to create unparalleled value for Türk Telekom’s customers.” – Jérôme de Castries, EVP International, Afiniti
Afiniti’s pairings lead to better conversations that reduce the need for transfers or follow-up calls as well as improving Türk Telekom’s commercial performance. Türk Telekom and Afiniti are planning to further expand their partnership in the AI and Contact Center space via new use-cases and applications .
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Türk Telekom ve Afiniti Ortaklığı
Afiniti, Türkiye’nin lider bilgi ve iletişim teknolojileri şirketi Türk Telekom ile yeni bir ortaklığa imza atmanın mutluluğunu yaşıyor. Türk Telekom, eXperienceAI Elite ürünümüzü kullanarak müşteri etkileşimlerini daha kolay ve verimli hale getirmenin yanı sıra müşteri memnuniyetini artırmak amacıyla Afiniti ile çalışmaya başladı. Afiniti’nin patentli yapay zekâ teknolojisi müşterileri, en iyi hizmeti alacakları ve sorunlarını çözmek için en iyi donanıma sahip olan temsilcilerle eşleştiriyor.
Türk Telekom Pazarlama ve Müşteri Deneyimi Genel Müdür Yardımcısı Sn. Zeynep Özden, Afiniti ile yaptıkları iş birliği ile ilgili şunları söyledi: “Türk Telekom olarak birinci önceliğimiz müşterilerimizin deneyimlerinin iyileştirilmesi ve ihtiyaçlarına uygun çözümler sunmak. Bu doğrultuda dünyadaki en özel ve yenilikçi teknolojileri kullanmaya devam ediyoruz. Uygulamalı Yapay Zekâ kullanımı alanındaki odağımızın bir parçası olarak Afiniti firması ile geliştirdiğimiz iş birliğimiz çerçevesinde, Çağrı Merkezimize temas eden her müşterimizi, kendisine en uygun müşteri temsilcisi ile görüştürerek en iyi deneyimi sunuyoruz.”
“İnovasyon ve müşteri memnuniyetinde lider Türk Telekom ile iş birliğimizi güçlendirmekten büyük heyecan duyuyoruz. Bu ortaklık, gelişmiş yapay zekâ tabanlı çözümler aracılığıyla müşteri etkileşimlerini optimize etme misyonumuzda ileriye doğru atılmış önemli bir adımı temsil ediyor. Uzmanlığımızı Türk Telekom’un uygulama gücü ile birleştirerek Türk Telekom müşterileri için ölçülebilir bir değer yaratmaya ve yenilikçi hizmet sunmaya kararlıyız. ” – Jérôme de Castries, Uluslararası GMY, Afiniti
Bu iş birliği sayesinde, Türk Telekom hem müşteri memnuniyetinde hem de ticari perspektifte kazanım elde etmektedir. Türk Telekom ve Afiniti, bundan sonraki süreçte müşteri deneyimini artıracak yeni çözümleri devreye alarak iş birliklerini geliştirmek üzere çalışmalarına devam etmektedirler.
Afiniti has been recognized as a Bronze winner in the 18th annual Stevie® Awards for Sales & Customer Service thanks to the great partnership we have with LivePerson.
Sam Logan, chief legal officer of Afiniti, provides an inside look to AI-powered customer service and predicts how emerging technology will change the way brands and buyers interact.