Priya Kurien, the shopper technique and innovation chief of world industries at IBM, has a captivating job working with C-suite and senior leaders for IBM’s shoppers internationally, serving to them to leverage IBM’s expertise, notably with AI.
On this interview, we conduct a wide-ranging dialogue, going from telecom partnerships to 5G to AI to NASA and even Earth science and medical improvements.
With out additional ado, let’s dive into our interview.
ZDNET: May you share your journey in telecom and what led you to advocate for cross-industry collaboration?
Priya Kurien: My journey in telecom started throughout the e-commerce period, a transformative interval when operators had been adapting to the shift from landline calls and really restricted 2G mobiles to offering web connections. Within the time since, there have been many adjustments within the {industry} from conventional infrastructure to fashionable improvements akin to copper to fibre-based communications networks, and the transition from 2G to 5G.
Having labored carefully with operators throughout these pivotal adjustments, I’ve seen firsthand how telecom lies on the coronary heart of connecting the world and enabling industries.
Because the {industry} has continued to evolve, the significance of buyer worth has grow to be a key differentiator. By adopting cross-industry collaboration, it means we’re capable of develop partnerships throughout completely different sectors to drive innovation and development for our shared buyer base, and the telecoms {industry} has the flexibility to assist bridge these numerous gaps to create transformative options.
ZDNET: How can telecom partnerships speed up developments in fields like geospatial intelligence and local weather science?
PK: In lots of nations around the globe, telecom operators are thought of vital infrastructure and controlled by their governments. In consequence, throughout excessive weather-related circumstances, telecom operators give attention to sustaining connectivity for residents.
By partnering with organizations specializing in geospatial intelligence and local weather science, we will create richer information units for all entities concerned. For instance, this collaborative strategy may end up in the event of early warning programs for pure disasters, or real-time local weather monitoring, enabling these concerned to proceed enhancing each on a joint scale, and as particular person organizations.
We additionally know that telecom operators themselves have huge IoT and sensor networks that may present vital on-the-ground information. When mixed with satellite tv for pc imagery, this data can improve the standard of geospatial information that can enhance development of this subject, with the potential to ship societal advantages, serving to communities put together for and adapt to local weather challenges.
ZDNET: May you stroll us via the IBM-NASA collaboration to make Earth science information accessible and its impression on industries outdoors of house?
PK: In an effort to widen entry to NASA Earth science information and speed up climate-related discoveries, IBM and NASA labored collectively to develop the most important geospatial AI basis mannequin on Hugging Face. In consequence, IBM’s watsonx.ai geospatial basis mannequin — constructed from NASA’s satellite tv for pc information, is the first-ever open-source AI basis mannequin inbuilt collaboration with the group.
By creating open-source applied sciences, we will speed up vital areas of discovering for points together with local weather change, indicating how collaboration throughout industries permits us to implement quicker and extra impactful options that can enhance our planet.
The mannequin — skilled collectively by IBM and NASA on Harmonized Landsat Sentinel-2 satellite tv for pc information (HLS) over one yr throughout the continental United States and fine-tuned on labelled information for flood and burn scar mapping — has demonstrated so far a 15 p.c enchancment over state-of-the-art strategies utilizing half as a lot labelled information.
With extra fine-tuning, the bottom mannequin could be redeployed for duties like monitoring deforestation, predicting crop yields, or detecting and monitoring greenhouse gasses.
ZDNET: How do you see IoT improvements reworking telecom’s function in on a regular basis shopper experiences?
PK: Shoppers are already counting on IoT gadgets of their everyday lives, from sensible dwelling programs, lighting, thermostats, sensible meters, voice controllers and robotic vacuum cleaners. Many operators around the globe not solely promote IoT gadgets, however some additionally supply companies to arrange and handle these gadgets for his or her customers.
Typically, customers neglect that their day by day lives contain IoT, for instance the linked automotive is likely one of the most subtle IoT gadgets and but, most individuals would most likely not record this as one among their IoT gadgets.
Telecom operators may present personalised plans for customers based mostly on their IoT gadgets and information consumption and is one other instance of how the telecom {industry} has proven itself to be the spine of world progress.
ZDNET: What are among the greatest challenges in telecom partnerships, and the way can these be overcome?
PK: Partnerships require a tradition of collaboration in addition to the maturity to navigate variations. In our view, these are among the biggest challenges that the telecom {industry} faces in partnering for innovation.
For instance, breaking down silos, cross pollinating concepts and sharing challenges to determine progressive concepts is only a few methods during which we will collectively create enterprise transformation, and at IBM, we will assist in creating these collaborations throughout key applied sciences together with APIs, AI, and safety.
There’s a well-known quote [often attributed to Henry Ford] that sums up partnerships nicely for me: “Coming collectively is the start, conserving collectively is progress and dealing collectively is success.”
ZDNET: May you present examples of success tales the place multi-industry partnerships drove transformative change in telecom?
PK: There are a variety of multi-industry partnerships to drive change within the {industry}. For instance, within the linked automobiles enviornment, Verizon’s partnerships with automotive OEMs assist to ship in-car Wi-Fi companies, exhibiting how telecom and automotive industries work can collectively to reinforce driver experiences.
One other instance of how telecom can collaborate is to enhance healthcare companies. The Medical Drone Supply mission with BT and Skyfarer makes use of drones for medical deliveries, as an answer born from COVID-era challenges, demonstrating telecom’s potential in supporting the longer term development of how expertise can work to enhance the broader healthcare system.
What we’re seeing in these examples is how we will flip massive concepts into tangible outcomes, and that is a extremely thrilling course to be heading in.
ZDNET: What are the distinctive values that telecom companies can carry to industries like healthcare and finance via cross-industry collaboration?
PK: Well being and finance are two key sectors during which improved connectivity could make all of the distinction. For instance, the idea of telehealth is increasing quickly, pushed by a number of components together with the COVID pandemic, technological developments, and a shopper demand for comfort. Telehealth can embrace digital appointments to distant monitoring gadgets, permitting sufferers to seek the advice of with healthcare suppliers, handle persistent circumstances, entry well being data, and obtain medical recommendation without having to go to a bodily healthcare facility.
In a drive to bridge the digital divide and enhance monetary inclusion throughout Africa, Airtel Africa prolonged their distribution community in rural and semi-urban areas, offering resilient, far-reaching protection to allow tens of millions of individuals to entry telecoms and banking companies. This new, monetary ecosystem allowed the corporate to supply cellular cash companies, together with digital pockets funds programs, microloans, financial savings and worldwide cash transfers, boosting monetary inclusion for residents who had been beforehand excluded.
ZDNET: How can telecom corporations higher leverage AI to unlock better innovation and effectivity for enterprise shoppers?
PK: There are a number of methods during which AI can enhance effectivity for shoppers, together with productiveness positive aspects and new income streams. For instance, we all know that AI is revolutionizing buyer look after enterprises by automating routine duties, enhancing personalization, and enabling 24/7 assist. AI may assist in managing change requests in enterprise gross sales by streamlining processes in terms of shopper modifications or service specs.
AI and automation are additionally reworking how enterprise connectivity deployment and monitoring can enhance effectivity, scale back downtime, and enhance proactive administration.
Effectivity is a necessity for many operators to enhance profitability, and having an agile strategy will assist in direction of attaining these outcomes.
ZDNET: What are some dangers related to cross-industry collaborations in telecom, and the way can corporations navigate them?
PK: Understanding the dangers and challenges in terms of partnerships working is crucial for driving the supposed transformation. Variations in regulatory compliance is a possible problem, nonetheless, establishing compliance frameworks from the start ensures that each one events perceive their regulatory obligations.
Complexities in partnerships may come up, so it’s important that clear roles and tasks are outlined forward of the mission. There is also the danger of cultural mismatch. Nonetheless, by setting a typical objective and having mutual respect and open communication, many of those points could be swiftly mitigated.
ZDNET: How important is information safety in telecom collaborations, notably with APIs?
PK: Knowledge safety is vital for telecoms as they work with APIs, as safe APIs result in good fame and belief with customers and enterprises, while managing potential dangers and guaranteeing regulatory compliance.
Safe API design, encryption of information, safety testing, monitoring and logging are important components as organizations collaborate via APIs. Alongside this, it’s important to implement an incident response administration plan, as clear and shared communication can guarantee profitable API integration.
ZDNET: In what methods does cross-industry collaboration foster resilience and agility inside telecom companies?
PK: Cross-industry collaboration permits telecom companies to reinforce their resilience and choices by diversifying experience and accessing sources outdoors their ordinary area. These partnerships permit companies to faucet into broader ability units and funding alternatives, lowering operational dangers and fostering innovation.
For instance, collaborations typically result in market growth and entry to rising markets, creating new income streams. Moreover, with elevated emphasis on information safety, these partnerships have the additional benefit of lowering threat, finally driving agility in telecom operations.
ZDNET: What function does enterprise connectivity play within the success of transformative partnerships in telecom?
PK: Enterprise connectivity acts because the spine for profitable partnerships, guaranteeing seamless integration and communication throughout industries. A key perception from IBM’s analysis taking a look at telecoms’ blindspots highlights that operators typically wrestle to align with enterprise clients, and are sometimes undervaluing the companies of most curiosity to clients.
Nonetheless, as a part of analysis, we found a sub-group of communications service suppliers which have adopted a extra forward-thinking strategy of their drive for options past primary connectivity. We name them the ‘In-touch Telecoms’, and so they’re gaining an edge over their friends by using a extra customer-centric focus, a tradition of innovation, and a stronger reliance on an ecosystem of enterprise companions.
Pursuing digital transformation via applied sciences akin to cloud computing, machine studying, and AI positions leaders within the telecommunications {industry} to develop new enterprise fashions each inside the {industry} and thru partnerships with corporations in different industries.
This optimization of next-generation applied sciences can assist them in navigating completely different environments — a key ask of lots of our enterprise shoppers.
ZDNET: With digital transformation as a precedence, how can telecoms maintain tempo with industries evolving at completely different charges?
PK: Flexibility and collaboration are essential qualities telecom corporations want to think about to be able to maintain tempo with completely different industries. This consists of using standardized APIs that facilitate modular and speedy integration, supporting industries that evolve at various speeds, innovation hubs that create ****areas for collaboration and permit telecoms to co-develop options with industry-specific companions, and partnerships that embrace constructing alliances with different industries to foster shared development.
These initiatives allow telecoms to adapt to the evolving panorama, guaranteeing they continue to be related in a quickly altering world.
ZDNET: How essential are APIs for connecting telecom capabilities with numerous industries, and what new worth does this carry?
PK: APIs are essential for enabling telecoms to work with different industries, as they supply a modular, scalable manner for integrating quickly with different industries. IDC is projecting that telecom and community APIs will develop to $6.7 billion by 2028 from $700M in 2023), at a compound annual development price of 57.1%, pushed by an increase of platform-based commerce and the necessity to generate new revenues.
In September 2024, there was a landmark settlement between among the world’s largest telecom operators asserting a brand new enterprise to mix and promote community APIs on a world scale, supporting innovation in digital companies. The companion ecosystem will additional drive developer expertise while rising worth creation throughout the {industry}.
ZDNET: How are telecom companies adapting to satisfy the wants of superior medical gadgets like sensible implants and distant monitoring options?
PK: Telecom companies are leveraging 5G networks to deal with the low latency necessities of superior medical gadgets. These options allow real-time monitoring for gadgets like sensible implants and distant monitoring gadgets, enhancing affected person outcomes.
Moreover, telecoms are implementing strong safety measures to make sure compliance with healthcare rules when transmitting delicate affected person information — a vital element to constructing belief on this well being and telecom collaboration.
Establishing innovation hubs with healthcare organizations can additional assist the event of distant monitoring options and superior medical applied sciences, highlighting the function telecoms can play within the wider healthcare ecosystem.
ZDNET: May you focus on how 5G is enhancing the potential for enterprise-level partnerships throughout numerous sectors?
PK: Personal 5G networks are reworking how enterprises construct partnerships throughout industries to open up new avenues of worth creation. For instance, on the Port of Tyne, BT and Ericsson are constructing the UK’s first site-wide deployment of 4G and 5G standalone connectivity, pushed by a number of deliberate exercise together with autonomous autos, survey drones, sensible surveillance, AI, and XR.
In China, Unicom is planning to put in 5G networks in additional than 100 mines to watch operations, enhance effectivity and scale back security associated dangers. We’re additionally seeing this in manufacturing too, with Mercedes-Benz leveraging non-public 5G with telecommunications firm Telefónica Deutschland and community provider Ericsson to optimize manufacturing, enabling automation and IoT integration.
These purposes exhibit how 5G fosters collaboration, drives effectivity, and unlocks transformative alternatives throughout completely different industries.
ZDNET: How do telecom corporations stability the necessity for innovation with their duty to take care of steady and safe infrastructure?
PK: Telecom companies obtain this stability by adopting a ‘safety by design’ strategy, embedding safety inside their processes, alongside a tradition of collaboration. Bettering the skillset of the workforce, creating inner cross useful groups, and fostering a mindset of innovation and partnerships, while creating a zero-trust structure for top availability and listening to the client, are alternative ways during which telecom corporations can stability innovation and keep steady and safe infrastructure. This focus permits telecom companies to introduce cutting-edge options with out compromising reliability.
ZDNET: How are telecom companies leveraging AI for operational efficiencies inside cross-industry collaborations?
PK: The telecom {industry} has among the most complicated buyer care necessities when it comes to the number of plans and kinds of connectivity they assist. Conventional AI has been used for over a decade to offer assist for buyer care and chatbot assist, and gen AI has unsurprisingly been adopted by many telecom operators to assist the contact centre for agent help and phone summarization – some have even began to deploy gen AI brokers instantly with clients.
IBM analysis has additionally discovered that gen AI was being utilized by the telecom {industry} throughout customer support, IT, data safety, finance, threat and compliance, gross sales, advertising and HR capabilities — highlighting that environment friendly AI fashions can streamline workflows, scale back latency, and enhance decision-making, driving efficiencies throughout their enterprise.
ZDNET: What developments do you see shaping the way forward for telecom partnerships, and the way would possibly they impression international connectivity?
PK: I see quite a few rising developments which have the potential to form future telecom partnerships, together with 5G rollout the place there may be wider assist for sensible cities and healthcare, growth of personal 5G networks that leads into innovation in different industries, edge computing for autonomous autos, and self-healing networks with AI and automation to additional enhance connectivity.
With the various partnerships and collaborations we’re seeing throughout completely different industries, APIs have gotten a income for operators, alongside digital inclusion insurance policies and initiatives to get to the billion of the world’s inhabitants that’s nonetheless unconnected.
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