Randall Peterson, Union Wireless, IDS Chair, took on discussing the worth of a proactive approach to digital strategy to be prepared for situations of crisis: how to cope with abruptly increasing demands on bandwidth, how to work through home visits by service technicians, last but not least: how about security, i.e. CPI Fraud. Following a fast but reactive strategy does not deliver best results. Instead, Randall made a case for proactively implementing automation to be able to focus on more important tasks that benefit the company and the industry. By removing non essential manual work and implementing the right technology, automation will maximise benefits not only in the long run. Remarkable outcomes might show by implementing chat bots for customer service, for example. The costly workforce of service representatives can already be saved for intricate and smart responses whereas the chat bot takes over simple questions and gives well worded answers. Kathleen Leach, CTO Sprint and WAS chair GSMA, agreed upon the savings point elaborating on an example of her company: by combining multiple databases into a single report these kinds of improvements boasted a considerable ROI.