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.
“With companies like Afiniti, it is easier to negotiate business topics that are country-specific, and even specific to our business model.”
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.