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4 min

4 Principles of Human-Centric Digital Transformation in Telecom

Lessons in managing digital transformation: telecom experts share their experience

George Petersen

Head of Telco-enabled Projects

Ellen Snesar

Content Manager

November 15, 2024

Intro 1. Define a clear vision that resonates with the employees 2. Connect transformation goals with employees’ daily tasks 3. Involve teams with open communication and gather regular feedback 4. Encourage continuous learning and skill development Additional tips

Digital transformation in telecom goes beyond upgrading technology—it requires thoughtful, people-focused management. At this year’s Telco Growth conference, telecom leaders from TPG Telecom and Telstra explored how to guide companies through these transitions, emphasizing effective communication, team engagement, and skill development. Here’s a short practical guide based on their insights.

1. Define a clear vision that resonates with the employees

To start any transformation, setting a clear vision is essential. A well-defined vision helps employees understand the purpose of their work within the larger goals of the company. When speaking on transformation, one of the experts highlighted the importance of making change relatable to employees:

A clear and compelling vision is vital for getting teams on board. By communicating the ‘why’ behind the transformation, leaders help employees see how their efforts align with the broader mission and drive the company forward.

2. Connect transformation goals with employees’ daily tasks

Involving employees in the transformation process means actively connecting the company’s broader objectives with their daily work. When employees understand how their tasks contribute to larger goals, they become more invested in the transformation’s success.

Different ceremonies and KPIs can be used, like NPS and employee surveys to understand their frustrations. It’s also possible to use blogs, podcasts, and other ways to engage and celebrate their wins.

Celebrating accomplishments and showing appreciation regularly fosters a sense of ownership, which in turn motivates teams to take an active role in the transformation journey.

3. Involve teams with open communication and gather regular feedback

Maintaining open lines of communication is essential for transformation. One of the speakers shared the “4 W’s” framework—What’s happening now? What's going to happen next? What’s going to be different? Why?—as a tool to keep employees informed and involved.

Instead of using a single method for everyone, feedback should be customized for each team, so leaders can focus on the questions that matter most to them. This approach makes sure that each team’s specific needs are addressed, helping employees feel more connected and responsible for the success of the transformation.

4. Encourage continuous learning and skill development

To retain talent and foster engagement, create opportunities for employees to build new skills that contribute to the company’s transformation goals. Successful initiatives are aimed at bridging skills gaps within their organization:

Programs like digital academies empower employees to develop new skills, keeping them motivated and engaged in the transformation process.

Additional tips

The four actions covered above will lay the groundwork for the transformation. If you want to go further, use these quick additional tips:

Invite third-party consultants for an external perspective: At the planning stage, people often come to the table with preconceived ideas. Round tables or innovation workshops with external consultants might help avoid groupthink.
Identify change champions in the teams: Find champions of the change and rather than making the transformation a secondary task, embed it as part of their role accountability.
Create a safe space for addressing fears: Acknowledge that change can create fear and resistance. Try and get people to speak about their fears and see what tangible actions you can take as a leader to help support people.
Encourage knowledge sharing: Transformation is about learning, so the flow of ideas is important. Adopt an all-company principle of sharing new things and organise short workshops where people can tell what they learn externally, whether through learning platforms, reading books, listening to podcasts or something else.

If you want to learn more about the ways to implement the digital transformation project in your telco organization and move from telco to techco, read our free Telco-to-Tehco guide.

last update

November 15, 2024