As of July 9, 2025, telecommunications and tech companies face significant cost pressures amid stagnant revenues, with only two out of 29 European countries seeing market growth outpacing inflation in the past 15 years. To maintain competitiveness, telcos must embrace AI-driven solutions to enhance efficiency and customer satisfaction. By integrating generative AI in service operations, companies can improve response times, tailor customer interactions, and optimize procurement processes. Key decision-making areas for leaders include assessing risk appetite, determining where to initiate changes, and choosing between building or buying AI tools. Effective implementation requires a culture of innovation, prioritizing domain transformations, and addressing legacy processes. Organizations should also consider whether to hire external talent or upskill existing teams amidst vendor proliferation. By strategically leveraging AI, telecommunications leaders can enhance customer engagement and streamline operations, positioning themselves for long-term success in a competitive landscape.
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