Driving Digital Transformation in Telecoms: Adopting a People-Centered Approach for Future Success

Digital transformation represents a significant shift for the telecommunications industry, redefining how it operates and delivers services. Digital transformation in telecoms is not just about technology; it’s about reimagining operating models and service delivery. The telecommunications industry faces unique challenges in this era, where emerging technologies offer immense opportunities. However, telecom companies often struggle with hiring and retaining skilled personnel, particularly in field operations. To address these challenges and ensure success at digital transformation in the telecom industry, it’s essential for companies to adopt a people-centered approach that prioritizes employee development and enhances customer experience.

In this blog post, we will explore the insights shared during the Fiber Broadband Association hosted webinar on “Driving Digital Transformation in Telecoms” and the significance of putting people at the heart of digital transformation projects. The discussion features industry experts Jason Taylor, Vice President of Safety, Quality, and Sustainability at Circet USA, and Cédric Venard, General Manager at Praxedo in North America.

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The Current Challenges in Telecoms

With digital transformation in the telecom market rapidly reshaping the landscape, the demand for skilled workers in this sector is higher than ever. The webinar kicked off by acknowledging the main challenges faced by the telecom industry, especially concerning hiring and retention. A quick poll showed the biggest challenge telecoms are facing, in regards to hiring and retention, is a lack of familiarity with the industry’s evolving business model and the integration of top OTT services into telecom operations, leading to skills and knowledge gaps.

Cédric Venard highlighted a concerning statistic, revealing that the share of younger telecom sector workers has declined significantly over the past four decades. This indicates a struggle in attracting and retaining younger talent specifically, as they tend to seek opportunities in other industries like tech.

Empowerment Instead of Replacement

When discussing digital transformation in telecom, the experts emphasized that digital technologies should empower employees rather than replace them. The key lies in employing robotic process automation for automating repetitive tasks, allowing skilled technicians to focus on more complex challenges where they can add greater value. This approach, integrated with software-defined networking, not only enhances employee satisfaction but also paves the way for attracting and retaining younger talent, as they can see a clear career path and make a meaningful impact.

4 Key Challenges & Considerations in a People-Centered Approach

1. Change Management and Organizational Culture

As digital transformation in the telecom sector progresses, change management becomes a pivotal element. Field personnel in telecom companies, accustomed to their long-standing work methods, might show resistance to this shift. To navigate this challenge, the speakers highlighted the benefits of telecom digital transformation, emphasizing the need for a gradual approach. This strategy should concentrate on achieving quick wins and targeting specific pain points. Rather than deploying a massive global solution, it’s advisable for organizations to focus on resolving a few critical issues sequentially.

2. Understanding the Importance of User Adoption

One of the common challenges in digital transformation in telecom industry is ensuring user adoption. Cédric and Jason both emphasize the critical need to focus on promoting a project’s benefits and getting buy-in from key stakeholders. While detractors will always exist, the key is to concentrate on empowering promoters who can advocate for the digital transformation journeys within the organization. By engaging early, involving end-users in the decision-making process, and addressing their pain points, you can enhance user adoption and achieve success.

3. Flexibility, Continuous Improvement and Balance

Flexibility is also a significant consideration when implementing a digital transformation telecom project. Having the ability to address different customer expectations, reporting, and processes is crucial as these needs can change frequently. During the webinar, the speakers expressed caution against approaching digital transformation telecom projects with overly complex solutions, as it may lead to delays and unsatisfactory results. Instead, they advocate for quick wins, continuous improvement, and listening to customer feedback to ensure client satisfaction with their digital service.

Secondly, consider a balance between internal capabilities and outsourcing to external providers. For example, Cédric mentioned Praxedo’s field service management software, highlighting that some specialized tasks might be best handled by external experts. However, they recommend keeping core business aspects and data utilization internal.

4. Sustainability & Technician Safety

The speakers also discuss the importance of sustainability in the context of digital transformation for telecom. While digital transformation is often associated with cost savings, they highlight that it goes beyond mere economic considerations. The focus should also be on optimizing processes, improving efficiency, and enhancing the well-being of field technicians.

They give an example of how technology can help optimize schedules, leading to fuel cost savings and reducing frustration for field techs with overlapping routes. By providing field technicians with mobile applications and instant notifications, their stress can be reduced, leading to improved health and safety outcomes, including a decrease in work-related accidents.

The concept of sustainability is broadened to encompass safety, quality, and resource optimization. The aim is to use the least amount of resources to provide maximum value to customers, keeping the workforce safe and satisfied while maintaining business profitability. Both speakers emphasize the importance of putting people at the center of these efforts to ensure a healthy work-life balance.

Overall, the conversation revolves around the idea that sustainable digital transformation not only benefits the bottom line but also fosters a positive and productive work environment for employees.

Strategies for Successful Implementation

• Empowerment not replacement
• Focus on automating simple tasks and leaving complex tasks to trusted people.
• Engage early and keep the approach simple.
• Don’t expect a single solution to solve all problems; embrace a lean mindset.
• Prioritize promoters over detractors to grow support for the project internally.
• Consider positive impacts on sustainability and employee health and wellness.
• Use digitalization to enable career paths and drive digital transformation projects.
• Consider outsourcing with the right partner for laser-focused improvements.

Empowerment, Not Replacement

Telecom’s digital transformation is more about enhancing workforce capabilities than replacing them with new technologies. When a company integrates digital tools and resources into its daily operations, employees are empowered to engage in more sophisticated and rewarding activities, fostering a sense of respect for their utility and personalities. In the telecom sector, it is essential to train employees and provide the necessary resources to help them transition successfully into roles that leverage new technologies. When these needs are met and empowerment is prioritized, businesses can cultivate an environment where innovation and the pursuit of better approaches become the norm.

Automate Simple Tasks, Leave Complex Tasks to People

Automation is one of the key benefits of digital transformation in telecom projects. It is particularly valuable for handling simple and repetitive tasks, enabling companies to deploy their workforce’s skills on more challenging and strategic issues. This approach ensures that employees, such as technicians and engineers, but also dispatchers and supervisors, get to dedicate their time to solving problems and innovating. This balanced approach to digital transformation helps companies achieve operational efficiency while maintaining high job satisfaction among their staff.

Engage Early, Keep the Approach Simple

Early engagement with stakeholders is critical to the success of telco digital transformation initiatives. It is fundamentally essential to engage all the stakeholders as soon as possible. Taking part from the first day ensures the project aligns with organizational goals and addresses their needs. In addition, simple and focused initiatives result in quicker wins, which, in turn, increases project momentum and stakeholder buy-in. Besides, there must be a relentless focus on effective communication and collaboration to maintain alignment, as misunderstandings may cause delays. Therefore, the fast, streamlined, and straightforward approach to digital transformation in telecoms will result in easier transition and higher employee and stakeholder acceptance rates.

Embrace a Lean Mindset

A lean mindset is critical for digital transformation for telecom. Companies should continually and iteratively improve rather than search for a blanket or one-size-fits-all solution. This way, an organization can respond to emerging challenges and opportunities. A lean mindset is anchored in performing immediate or quick wins and focusing on a specific pain point. Companies avoid bogging down in overly complicated solutions that can take a long time to implement and may ultimately fail. A lean mindset approach to the digital transformation telecom industry ensures that every resource spent is a wise investment.

Prioritize Promoters to Grow Support

For a digital transformation project to succeed, it is essential to identify and empower promoters within the organization. These promoters should be individuals who are enthusiastic about the changes the company is proposing. By focusing on these key supporters, the organization can create the initial momentum needed to drive change. Involving them early in the decision-making process can help address potential challenges and resistance. Additionally, they can play a vital role in communicating the impact of the transformation to other employees. If these employees embrace the changes, the promoters will have accomplished a crucial task. Even if the process is successful, the importance of their role cannot be overstated.

Consider Sustainability and Employee Wellness

Digital transformation in the telecom sector should not only aim for operational efficiency but also consider sustainability and employee well-being. Optimized processes lead to better resource usage, reducing environmental footprints and enhancing sustainability. Additionally, digital tools can improve employees’ health and wellness by reducing stress and promoting work-life balance. For example, providing field technicians with real-time updates about their tasks and route changes via mobile applications can minimize time spent on travel and avoid overlapping routes. This not only saves fuel, reducing the company’s environmental impact, but also decreases physical and mental strain on employees, ensuring a happier and healthier workforce—an essential factor for the long-term success of digital transformation in telecom projects.

Use Digitalization to Enable Career Paths

Digital tools can be the key to more apparent career paths and the development of employees, thus driving their engagement in and commitment to digital transformation in telecom projects. If companies provide training and development programs, their employees can gain new skills and grow within a company. This strategy will boost employee engagement since the latter realize they have chances for career promotion, and the organization will be better equipped to fill the positions needed to support the digital transformation process. In this way, companies’ objectives and employees’ career paths meet in the middle. Tracking the performance of employees with the help of digital tools, including a FSM, helps make the process of hiring and firing, retention, and succession planning much more effective.

Consider Outsourcing for Improvements

Outsourcing specific tasks to specialized partners can significantly enhance the effectiveness of digital transformation in the telecom industry. By collaborating with experts who have the necessary skills and experience, companies can achieve targeted improvements more efficiently. Outsourcing allows organizations to focus on their core competencies while leveraging external expertise for specialized tasks. This strategic approach ensures that resources are allocated effectively and that the digital transformation telecom industry projects are executed precisely. Choosing the right partner is crucial for successful outsourcing. Companies should look for partners who align with their values and objectives and can provide tailored solutions to meet their needs. Effective outsourcing can lead to faster implementation, higher quality outcomes, and overall success in digital transformation in telecom sector efforts.

Conclusion

The webinar emphasized the transformative power of a people-centered approach in driving telecom digital transformation. By empowering employees, leveraging technology for automation, and investing in training and mentorship, companies can create a sustainable workforce equipped to tackle the challenges and opportunities of the digital era.

In conclusion, digital transformation is not just about implementing cutting-edge technologies; it’s about building a collaborative and empowered workforce capable of adapting to the ever-changing landscape. By putting people at the center, telecom companies can navigate the challenges ahead, enhance customer experiences, and achieve long-term success in the digital age.

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For further resources, download our latest ebook “Telecoms Crossroads: Challenges & Opportunities in the era of digital transformation”

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About

Praxedo has been a trusted provider of field service management (FSM) solutions for the world’s leading telecommunications providers since 2005. Our success is attributed to our unwavering focus on delivering the best FSM tools in the market. Unlike other providers, we don’t aim to supply all enterprise applications. Instead, we prioritize our expertise in FSM and offer a cloud-based solution that streamlines deployment from start to finish.

Today, more than 1,300 companies including large enterprises and SMBs, and 60,000 users across the globe rely on Praxedo daily to optimize their field service operations. Our solution enables them to increase productivity, optimize resources, and facilitate seamless data exchanges between field personnel such as technicians and engineers, and their dispatchers.