1.
www.infosys.com/human-amplification

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.
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
CURRENT STATE OF DIGITAL TRANSFORMATION
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
KEY GOALS TO ACHIEVE WITH DIGITAL TRANSFORMATION
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
ROLE OF AI
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
TRANSFORMATION PRIORITY 1 –AUTOMATION
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
TRANSFORMATION PRIORITY 2 – INNOVATION
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
TRANSFORMATION PRIORITY 3 – LEARNING
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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.
TELECOM AND COMMUNICATION
HUMAN AMPLIFICATION IN THE ENTERPRISE
TRANSFORMATION CHALLENGES
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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.
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