At the heart of this year’s Mobile World Congress in Barcelona, global technology heavyweight Huawei brought renewed focus on how telecom operators can reshape customer experience using cutting-edge artificial intelligence. The company’s Intelligent Customer Experience Management (CEM) Forum, held on March 4, 2026, saw the unveiling of a bold new approach in network intelligence designed to turn data into tangible business value. The launch of the SmartCare Intelligence solution marked a major leap toward smarter telecom operations that place users at the centre of network strategy, according to Huawei.
Hundreds of industry leaders, analysts and telecom experts gathered in the vibrant setting of MWC Barcelona to witness the debut of this AI-driven offering. The gathering underscored a shared industry belief that artificial intelligence will drive the next transformation in telecommunications, not just through faster speeds but through deeper insights and more personalised service delivery. These themes dominated conversations at the forum as participants examined how networks of the future must blend human expertise with machine precision.
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Huawei is Reimagining Telecom with SmartCare Intelligence
At the forum, Ding Chengyi, President of Network Performance and Converged Data Operations Domain at Huawei, introduced the new SmartCare Intelligence solution. Built on an AI-native architecture, the system is designed to give operators unprecedented visibility into network performance and user experience data while simultaneously providing intelligent insights that can propel revenue growth and customer satisfaction.
The core of SmartCare Intelligence is rooted in three interconnected innovations:
- Unified AI Entry – DataChat: This feature acts as the central interface for the telecom CEM domain. DataChat is powered by long-term memory and industry-specific intelligence, enabling it to detect network trends, anticipate issues, and offer practical solutions. It can also coordinate multiple AI agents to support collaborative analysis and deliver recommendations that drive positive outcomes for operators and end users alike.
- Key Technology Foundations: The solution incorporates domain-specific AI models such as network digital twins and SRCON2.0, which help simulate real network behaviours. These foundations support close cooperation between human experts and digital assistants, speeding up issue detection and resolution while generating business value more efficiently.
- Scenario-Based Intelligent Services: Huawei launched four high-value scenarios that demonstrate how SmartCare Intelligence can be applied in real-world contexts. These areas include complaint management, improvements in network Net Promoter Score (NPS), customer experience assurance for high-value users and hyper-personalised marketing strategies. Each scenario unifies expert insight and AI-driven action to ensure operators can respond effectively to operational and customer needs.
This approach signals a new phase for telecom operators, where automated intelligence and human expertise combine to deliver faster responses, enhanced experience and better decision making. Ding Chengyi said the solution would help operators accelerate the adoption of AI in high-impact areas and enable new operational models that marry network performance with business outcomes.
Industry Conversations Around AI and the Future of Connected Services
Beyond the SmartCare Intelligence launch, MWC Barcelona 2026 has become a gathering place for industry leaders debating the future of an AI-driven digital economy. Experts discussed how new technologies can bridge the gap between network performance and real user satisfaction, as well as how telecom companies can turn insights from vast streams of data into a strategic advantage. Conversations at other forums during the event emphasise policy support for digital growth, future-ready infrastructure and investment in talent development to ensure the global telecom sector can fully embrace intelligent transformation.
One recurring theme at these discussions is the need for collaboration across industries to unlock the full potential of AI while ensuring equitable access to advanced connectivity. As the communications landscape evolves, leaders in telecom, policy and business continue to stress the importance of inclusive strategies that help all regions benefit from next-generation networks and services.
Operators and technology partners alike see the fusion of AI with customer experience management as a key lever for sustainable growth. The deployment of SmartCare Intelligence by carriers in different markets is expected to accelerate the shift from manual, reactive workflows to predictive and proactive operations driven by automated insights.
Transforming Telecom Networks for the Intelligent Era
The MWC event this year reflects a broader industry trend toward integrating artificial intelligence deeper into telecom infrastructure and operations. Companies like Huawei are showcasing not only new solutions but also laying out visions for what network operations will look like as the world moves closer to widespread adoption of 5G-Advanced and the early stages of 6G development.
In parallel with Huawei’s CEM forum, the company’s broader presence at MWC includes demonstrations of advanced AI-centric network solutions and enhanced capabilities for autonomous operations. These technologies are designed to help carriers around the world operate more efficiently and offer richer digital experiences to their customers.
The industry is also watching how these advances could influence digital inclusion initiatives, particularly as disparities in connectivity and access persist in many parts of Africa, Asia and other developing regions. Telecom leaders are exploring more affordable, flexible network models that bring high-speed, intelligent connectivity to underserved communities and enable them to participate in the growing digital economy.
The shift toward intelligent networks will place even greater demands on computing power and data analysis capabilities. Huawei’s presentation at MWC includes demonstrations of high-performance computing clusters and other infrastructure solutions that look to support the exponential growth in data processing needed for AI-driven services.
Looking Forward: Intelligent Networks and Human Experience
As the curtain falls on MWC Barcelona 2026, one clear message stands out from the Huawei Intelligent CEM Forum and related activities: networks of the future must go beyond speed and capacity. They must harness intelligence to deliver real-world benefits to users and operators alike. By tying AI technologies to customer experience and business strategy, telecoms can unlock new forms of value that redefine what connectivity means in everyday life.
In markets like Nigeria and across Africa, these trends could translate into better quality mobile services, more responsive networks and improved customer satisfaction. As global operators begin to adopt solutions like SmartCare Intelligence, local network providers may find new ways to compete and innovate with services that are more adaptive, insightful and tailored to users’ needs.
For now, MWC Barcelona continues to serve as an important global hub for the telecom industry, where ideas about the future of connectivity are debated, challenged and refined. At its core, the event highlights how deeply artificial intelligence will shape the next decade of digital transformation and reshape industries far beyond the traditional boundaries of telecom.
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