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).

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.
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. 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. 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
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. 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%

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