Continue # Infosys POV 
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 1. Human-centered employee value proposition In the post-pandemic world of work, there’s been a strong shift towards ‘human-centered’ EVP  and culture, and flexible working arrangements. People are now seeking to gain emotional  value in their employment, which means to feel understood, cared for, invested in,  empowered, and valued.  Alongside commitments for sustainability, net-zero ambitions, and aspirations for green  operations, employees need to feel that the purpose of the organization they work for  resonates with them. Telcos are uniquely challenged and positioned to focus on sustainable  growth and minimize their carbon footprint. Digitization, 5G, Internet of Things (IoT), and cloud  computing are key to achieving these ambitions, and the industry has been making significant  steps to reduce the impact on the environment.  In addition, the strong business focus on diversity, equity, and inclusion is allowing companies  to harness the power of diverse talent and unleash creativity. For example, tackling the  challenge of social mobility or providing reasonable adjustments to people with disabilities will  expand talent pools and further strengthen the employer brand.<|endoftext|>Such a strong value proposition can go a long way in retaining employees, thereby addressing  some of the industry’s high attrition rates while also reducing the costs to recruit – key  challenges impacting the bottom lines for most telcos today.  2. Employee experience and digital excellence in HR In recent years, employee experience has been at the forefront of HR priorities and continues  to be critical for winning the competition for talent.  For telecom companies, customer experience is at the heart of the business. As such, they  utilize ongoing transformation activities which focus on truly personalizing the experience and  leveraging AI insights in real-time to address fundamental needs. The same approach is to be  consistently applied when re-imagining the employee experience and driving digital excellence  in HR.  17 Talent for competitive advantage | © 2023 Infosys Consulting 

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 18 Talent for competitive advantage | © 2023 Infosys Consulting DIGITAL Digitizing workforce products to  exceed employee expectations  and improve productivity by  utilizing human-centered design  methodologies and best-in-class  technology.  EMOTIONAL Placing employee listening at the  core, gaining insights to provide  employees with a meaningful  purpose to work. Whilst, at the  same time, actively promoting a  cohesive emotional environment  that considers mental health and  wellbeing.  PHYSICAL Recognizing unique working  styles and collaboration demands  to promote productivity and  innovation. And transforming  office buildings to smart and  connected environments primed  for hybrid working.  Providing efficient, seamless, and appealing experiences across the employee lifecycle and the  significant employee moments are key differentiators from competitors.<|endoftext|>The three pillars of successful employee experience strategy are: Digital, emotional, and  physical.<|endoftext|>3. Skills and capabilities for the future To support the strategic business agenda for growth, HR leaders in the telecom industry have  been building foundations to define critical future skills, assess potential gaps, and develop  strategies to effectively address the talent shortages across new skills in demand.  The adoption of new AI-powered technologies has been a critical lever to accelerate the skills  transformation, leverage both external and internal talent pools, and develop in-house future-fit  skills and capabilities by re- and up-skilling the existing workforce.  AI-driven talent marketplaces help embrace agile talent mobility, breaking down barriers to  internal moves and career progression. AI-assisted learning provides consumer-grade  personalized learning experiences, while targeting organizational skills gaps. It also helps  employees discover new learning opportunities that support career progression whilst helping  build internal talent pipelines.<|endoftext|>The in-house training capabilities, targeted talent pools, and ongoing lifelong learning  opportunities optimize the re- and up-skilling process. As such, it saves money in the long- term and futureproofs both people and companies.  

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 4. Smart AI can empower and complement frontline workers Whether it’s a technician on their way to a customer or a call center rep dealing with a  complaint, there are many factors that AI can help telcos track and streamline to improve  employee wellbeing.  These smart tools use AI and machine learning to improve shift allocation, optimally  determining who is needed when and for how long. This makes work flexible and fits into  today’s desired hybrid working model, as well as adjusting staff misalignment in real-time.  It can also identify what caused delays, helping telcos keep their customers promptly  informed and implement required steps for improvement.  In addition, AI-based smart coaching can provide training pre- and post-work, creating  daily and weekly team reports for training and recognition. Such systems have improved  workforce management by 90%, reducing complaints and creating an agile and  encouraging work environment.  The future of smart AI in the telco space is immense and has the potential to significantly  enrich frontline workers and drive operational efficiencies for those that embrace emerging  tech opportunities to the fullest.<|endoftext|>19 Talent for competitive advantage | © 2023 Infosys Consulting 

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 Key takeaways The telecoms industry is on a  disruptive and creative growth  trajectory, and CHROs have the  leading role to empower the  transformation by focusing on the  following strategic areas: • Foster consumer-grade employee  experience and well-being, and  support diverse workforce • Become an employer of choice  and magnet for critical talent • Ensure availability of future-fit  skills and develop strong internal  talent pools • Digitize HR and adopt agile ways  of working  • Facilitate change and help shape  the right business operating  model We believe that the human element  is the true differentiator for success.  By drawing employees together to  tackle problems in new ways, it’s  possible to transform organizations  from the inside out, creating tangible  change for a more sustainable  future.  20 Talent for competitive advantage | © 2023 Infosys Consulting 

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 GETTING VALUE FROM AI&A IN THE TELECOM INDUSTRY In this series we’ve already mentioned the difficulties the telecom industry has had in remaining  competitive. We explained how historic poor customer service, complex business operations,  and financial pressure have negatively impacted the industry’s ability to compete. This is  especially true when looking at the track record of communication service providers (CSPs) in  comparison with hyperscalers and over-the-top providers who excel in the experience they offer.  The good news is that Artificial Intelligence and Automation (AI&A) can play a significant role in  helping telcos gain the competitive edge they’ve been seeking. This is something that many  telecom companies have already understood, as the global AI market size in the industry is  projected to reach 14.9 billion US dollars by 2027.  The problem is investing for investment’s sake, risking a poor return on investment (ROI) and  losing the competitive potential AI&A opportunities promise. So how can CSPs invest wisely  to best utilize AI&A for future growth? How can AI&A improve CSP operations?  Before answering how best to invest, it’s important to understand how AI&A can help telcos  overcome the challenges they currently face. There are four key opportunity areas where AI&A  can be applied: 1. Digital customer engagement: AI&A can improve the customer experience through direct  engagement, e.g., chat. It can also drive hyper-personalization, targeting each customer  directly and effectively.  2. Network transformation: Network operations and AIOps can be optimized from process  automation, machine learning, and reasoning to zero-touch predictive maintenance/self- healing. These technologies can also support network rollout and field force optimization.  3. Lean telco operations: Multiple AI&A use cases can be used in lead-to-cash and service  assurance. Business and operations support systems (BSS/OSS), as well as supply chain  management can also be augmented.  4. Revenue growth: B2B services are optimized due to real-time data insights and other  advanced technologies. Overall, sales and services are also optimized.<|endoftext|>22 Value from AI&A | © 2023 Infosys Consulting 

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 Clearly, each opportunity area presents many applications for AI&A, but where does a CSP  place its bets? There are several factors that make this tricky.<|endoftext|>On the one hand, most CSP value streams will yield benefits – for example, both customer- facing lead-to-cash and operational record-to-analyze offer happy hunting grounds. Within  each value stream there are a range of addressable opportunities, both straightforward and  complex with differing ROIs, from simple data entry to complex back-office virtual agents.  On the other hand, a wide variety of new and established technologies are