Vodafone Türkiye has been recognized at TM Forum’s Digital Transformation World 2026 with the “Excellence in Regional Impact” award for its artificial intelligence-powered transformation project aimed at improving customer experience and network operations.
The award was presented during the global telecommunications event held in Copenhagen and recognized Vodafone Türkiye’s project titled “Transforming Operations and Driving Growth with AI-Powered Unified Customer Analytics.”
The achievement reinforces the company’s position in AI-enabled network operations and autonomous network transformation, two areas that are becoming increasingly important across the global telecommunications sector.
Leading autonomous network maturity in Europe
Alongside the award, Vodafone Türkiye also achieved some of Europe’s highest independently verified scores under TM Forum’s new Autonomous Network Assessment methodology.
The company reached a maturity score of 3.6 in optical network fault management processes, while achieving scores of 3.4 in both Radio Access Network (RAN) and Internet Protocol (IP) domains.
These results position Vodafone Türkiye among the leading operators in Europe in terms of autonomous network readiness and operational maturity.
Contributing to industry standards and best practices
Vodafone Türkiye also contributed to TM Forum’s technical white papers on Intelligent Network Operations and Autonomous Network Transformation, sharing operational experiences, implementation challenges and best practices derived from its own AI-driven transformation journey.
The company said its participation supports broader industry efforts to establish common standards and frameworks for autonomous telecommunications infrastructure.
AI-powered customer insights driving operational improvements
According to Vodafone Türkiye, its unified customer intelligence platform correlates hundreds of network key performance indicators with business metrics including customer churn, complaint rates and Net Promoter Score (NPS) to generate actionable customer insights.
Through redesigned cross-functional workflows, these insights are shared across call center operations, network optimization teams and marketing departments to improve decision-making and support business growth.
The solution also incorporates capabilities such as Network Operations Center and Security Operations Center integration, delay and outage-tolerant network capabilities and multi-agent collaboration technologies aimed at improving efficiency and service quality.
Customer experience metrics show measurable gains
The AI-powered platform has been deployed commercially at scale and currently supports more than 25 million mobile customers.
According to the company, the implementation resulted in a 27% increase in Net Promoter Score, while customer complaints declined by 20% and customer churn fell by 1.9%.
These results highlight the growing role of artificial intelligence in enabling telecommunications operators to improve customer satisfaction while simultaneously increasing operational efficiency.
International recognition for customer-centric innovation
Commenting on the achievement, Vodafone Türkiye Deputy Chief Executive Officer Yago Lopez said the award reflected international recognition of the company’s customer-focused operational strategy built around network quality indicators, AI technologies and advanced automation capabilities.
“Today, thanks to real-time customer experience analysis, we manage our operations through a customer-centric approach, enabling proactive customer management, faster operational decision-making, higher efficiency and better customer experiences that generate measurable business outcomes.
By contributing to TM Forum’s technical studies, we are not only accelerating our own transformation journey but also supporting the development of industry standards that can contribute to operators worldwide.”
Why it matters
As telecommunications operators increasingly invest in artificial intelligence and autonomous infrastructure, independent industry benchmarks are becoming a key indicator of technological maturity and competitive positioning. Vodafone Türkiye’s recognition by TM Forum highlights the growing strategic importance of AI-powered customer analytics and self-optimizing network operations in shaping the future of telecommunications.
With more than 800 telecommunications operators, technology providers and ecosystem partners participating globally, TM Forum remains one of the sector’s most influential organizations in defining standards and transformation roadmaps for AI and autonomous networks.
