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Human Amplification In The Enterprise - Telecom and Communication

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Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Telecom and Communication.

The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).

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Human Amplification In The Enterprise - Telecom and Communication

  1. 1. www.infosys.com/human-amplification
  2. 2. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE THE RESEARCH THE STUDY REVEALS • Specific drivers of digital transformation for enterprises • The facets of this transformation • Expected and ensuing outcomes • Role of Artificial Intelligence (AI)- supported activities through the digital transformation journey The study outlines how an enterprise’s digital transformation can become more than an accelerator of business, an amplifier of its people. 2 IT and business decision makers were interviewed from industry verticals across the U.S., from a range of organizations, with more than 1,070 employees and 1,000 or more annual revenue $500M
  3. 3. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE CURRENT STATE OF DIGITAL TRANSFORMATION 3 87% enterprises in the Telecom and Communication sector are undergoing full- cycle digital transformation 11% are transforming partially or in pockets 2% are not currently transforming but will do so in the near future
  4. 4. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE KEY GOALS TO ACHIEVE WITH DIGITAL TRANSFORMATION 4 This research also took a look into what enterprises mandate for their senior leadership to achieve to be able to meet their organizations’ 12-month growth plans. REASONS THAT MAKE IT DIFFICULT TO ACHIEVE THE MANDATED GOALS say it is lack of data-led insights on demand71% feel it is lack of collaboration among teams61% say it is lack of in-house knowledge and skills around the technology47% Just over a half of the enterprises have fully accomplished their stated goals to build an innovation culture66% to build a mobile enterprise64% to become more agile and customer-centric54% Progress toward digital transformation goals Limited progress (1-25%) Some progress (25-50%) Significant progress (50-75%) Near complete (100%) 4% 7% 38% 51%
  5. 5. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE ROLE OF AI 5 The respondents who say their organizations are transforming indicate that the following AI-supported activities play a significant role in their digital transformation: 86% Machine learning 80% Building AI-based applications to amplify and improve products and services 71% Automation of decision making 66% Chatbots 65% Cognitive AI-led processes or tasks 62% Automated predictive analytics
  6. 6. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE TRANSFORMATION PRIORITY 1 –AUTOMATION 6 36% of the respondents indicate that their organizations’ first priority for automation initiatives is to automate processes. Data was ranked the next. PRIMARY REASONS FOR AUTOMATION to increase productivity83% to reduce costs70% to minimize manual errors 61% WHAT ENTERPRISES WANT TO ACHIEVE WITH AI APPLICATIONS want AI to provide human-like recommendations for automated customer support/advice71% want AI to process complex structured and unstructured data and to automate insights- led decisions56% 49% want to use AI to create a decision-making system in which machine learning allows the system to learn from humans and improve itself49% want to use AI to create a simulated experience that is essential to decision making process42% want to use AI to institutionalize enterprise knowledge16% to save time 53% to ensure consistency and quality 50% to refocus people’s efforts on non- repetitive tasks that benefit from human intervention 44%
  7. 7. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE TRANSFORMATION PRIORITY 2 – INNOVATION 7 Organizations that automate and reinvest their people productivity gains into innovation efforts tend to be more successful WHAT PEOPLE NEED TO BE MORE INNOVATIVE want more avenues for experimentation82% need freedom from having to execute mundane tasks81% need more collaboration with other people49% need exposure to new, breakthrough technologies43% need opportunities to learn new skills61%
  8. 8. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE TRANSFORMATION PRIORITY 3 – LEARNING 8 Transformation is most fruitful when based in a culture of lifelong learning that ensures people remain relevant even in a vastly changed, increasingly digital landscape LIFELONG LEARNING IS THE FUTURE respondents from the Telecom and Communication enterprises indicate that employee lifelong learning programs are extremely important to their organizations 83% LIFELONG LEARNING IS IMPORTANT BECAUSE… say it improves their ability to fit into new roles and jobs78% say it improves their productivity 10% say it prevents skills loss when employees with highly specialized skills retire or switch jobs 7%
  9. 9. TELECOM AND COMMUNICATION HUMAN AMPLIFICATION IN THE ENTERPRISE TRANSFORMATION CHALLENGES 9 We specifically asked IT professionals about the difficulties in achieving their enterprises’ full-cycle digital transformation DIFFICULTIES IN ACHIEVING FULL- CYCLE DIGITAL TRANSFORMATION say it is time constraints 72% say it is the entrenched resistance to change within the organization 72% highlight IT misalignment 62% CHALLENGES IN ADOPTING MORE AI-SUPPORTED ACTIVITIES IN ENTERPRISES point to lack of clarity regarding the value proposition of AI75% indicate lack of financial resources 71% state lack of in-house knowledge and skills around the technology59%
  10. 10. Copyright © 2017 Infosys Limited Infosys.com/human-amplification to find out more about how you can accelerate your full-cycle digital transformation with AI-driven applications. Visit

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