AI answers you can’t buy: a live discussion

“The technology we’re using today is the worst we’ll ever use. It’s just the starting point.” – Geoff Hollingworth, CMO, Rakuten Symphony

First-generation AI is powerful but unfinished. Treating it as “done” is one of the fastest ways to join Gartner’s projected 40% of failed agentic AI projects by 2027.

In our latest episode of Zero-Touch Live, Geoff Hollingworth explained why AI is still in its Model T stage and why now is the right time to get involved in shaping where the technology goes instead of buying someone else’s answer and hoping it works.

🎥 Watch the full replay below.

From paradigm shifts to telecom realities

Geoff connected today’s AI realities to earlier shifts like the automobile, internet, smartphones and cloud. In each case, the biggest wins went to those who understood how user behavior was changing and acted on it. He says a key difference is this time the pace is faster, with the impact potentially 10x greater than the industrial revolution. Yes, telecom will still exist in a decade, but its value will depend on choices made now.

The far-ranging conversation focused on how:

• First-generation AI is powerful but incomplete, creating a unique opportunity for innovators.
• The fastest movers in past technology shifts were the ones who understood and adapted to changing user behavior.
• AI is evolving more quickly than past paradigm shifts, leaving less time to adjust.
• Telecom’s future relevance will be defined by decisions made now, not just by staying in the market.
• The smartest players are learning first, experimenting and shaping outcomes rather than buying pre-packaged solutions.

Locked in a room, learning

One increasing trend Geoff finds striking is how many of the smartest people he knows are experimenting and learning before deciding what to build. Inside telecom, that means knowing more than your vendors so you can ask the right questions, focusing on the promise you make to customers and adopting a mindset of discovery rather than procurement.

“Whether in telecom or any other sector, now is the time is to learn, experiment and shape outcomes while the technology is still forming. The work you do now will determine whether you lead the AI era or just watch it pass by.”

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