Intelligent technologies like automation and artificial intelligence (AI) are poised to revolutionize business. That’s particularly true in telecommunications, where digital disruptors are already exploiting new technologies to speed customer-centric, data-driven products and services to market. Established Communication Service Providers (CSPs) can take a page from the disruptors’ rulebook by re-imagining their structures, processes, tasks and culture.
Forward-looking CSPs recognize that digital transformations are, at their core, people transformations and are taking time to re-imagine what work means in the digital age. Above all, they are introducing intelligent tools, not just to streamline operations and pursue new value, but to better support their employees and augment their skills.
73 percent of CXO respondents from our telco research sample were convinced that their organization would, to a large or very large extent, automate tasks and processes in the next three years.
Workers are optimistic
Confident in their abilities to work with intelligent technologies, CSP employees understand “the new” can help them shine with enhanced experiences, agility, collaboration and speed.
Leaders can make more of that
While 96 percent of leaders surveyed expect the future workforce to be a blend of human and machines, they’re focusing more on immediate efficiencies than on transforming the workforce to take advantage of change.
Three actions will help CSPs to ensure that they are best positioned to capitalize on the significant growth opportunities intelligent technologies can deliver.
AI lets CSP leaders to shift their focus from workforce planning to work planning. Identify tasks the new environment supports, create new roles and job descriptions to support, then map new skills to the roles.
Pivot the workforce
A double pivot will start with efficiency and agility then move to longer-term transformation. Workers will need a combination of complex reasoning, creativity, emotional intelligence and sensory perception skills for almost every role in the digital age.
Scale up “new skilling”
To work effectively with intelligent machines, workforces will need new large-scale forms of training that are flexible, tailored and relevant - for long periods of time.