Interview Highlights with Summer Collins, Chief AI and Data Director of One NZ

Why It Matters

Embedding AI at scale gives One NZ a measurable efficiency boost and a sustainable competitive advantage in a rapidly digitising telecom market.

Key Takeaways

• AI embedded across all customer touchpoints
• Data platform consolidates network and usage analytics
• Automation reduces service handling time by 30%
• Employee upskilling drives data‑driven culture
• Competitive edge through predictive maintenance

Pulse Analysis

One New Zealand’s AI transformation reflects a broader shift in telecommunications, where operators are moving from legacy, siloed systems to integrated, data‑centric architectures. By consolidating disparate data streams—network performance, customer interactions, and usage patterns—onto a single analytics platform, One NZ can apply machine‑learning models in real time. This not only accelerates fault detection but also powers personalized service offers, aligning with the industry’s push toward hyper‑personalisation and 5G‑enabled services.

At the helm of this change, Summer Collins, the Chief AI and Data Director, has instituted a governance framework that balances rapid innovation with regulatory compliance. The framework includes clear data stewardship policies, cross‑functional AI labs, and a continuous‑learning pipeline that retrains models as new data arrives. Coupled with an aggressive upskilling agenda, the strategy ensures that engineers, marketers, and frontline staff can interpret AI insights and act on them, turning technology investments into tangible business outcomes.

The strategic impact extends beyond operational efficiency. Predictive maintenance driven by AI reduces network downtime, directly enhancing customer satisfaction scores. Moreover, the automation of routine inquiries frees human agents to handle complex issues, improving first‑call resolution rates. For competitors, One NZ’s approach serves as a benchmark, illustrating how AI can be woven into the fabric of a telco’s value chain to secure market share and drive revenue growth in an increasingly competitive landscape.