Unlocking Customer Value Through Multi-Agentic AI

A leading UK telecom operator wanted to unlock greater value from its customer base by identifying hidden growth opportunities, reducing churn risk and accelerating commercial decision-making. FTI Consulting experts deployed our Autonomous Customer Lifecycle Intelligence System (“ACLIS”), a multi-agentic AI-powered customer value management (“CVM”) factory, to industrialize and accelerate the process of uncovering previously unseen customer microsegments, generate vast volumes of data-driven hypotheses and design targeted commercial experiments and interventions.

Our Impact:
  • New customer microsegments and commercial blind spots were identified, highlighting where existing pricing and retention strategies were misaligned with underlying customer behavior and service experience.
  • The client received a prioritized set of tailored experiments and commercial actions in a fraction of the time required by traditional analytical approaches, accelerating idea generation and reducing time to market.
  • Equipped with a CVM tool that continuously adapts to the market environment, the client emerged with a long-term structural improvement for dynamically optimizing offers, strengthening customer lifetime value and reducing churn risk.

Our Role:

  • FTI Consulting deployed ACLIS into the client’s existing customer database in alignment with the client’s IT, AI and commercial teams.
  • Our experts tailored the tool’s intelligence by translating the client’s business and commercial objectives into guidelines and instructions for each of ACLIS’ AI agents.
  • The team calibrated and validated the tool’s identification of customer microsegments, insights and commercial actions, guaranteeing a robust long-term solution for the client.
```

Published

July 01, 2026

temp Key Contacts

Damilola Ojo

Senior Managing Director

Ricard Puiggari

Associate Partner

Sign up to get access to FTI Consulting Insights

Subscribe