Future of Digital Transformation in Telecom: What to Expect from 2021


The telecom industry has changed and will continue to evolve, heading into 2021. With the acceleration of IoT and 5G, telecom is undergoing a digital transformation in both technologies powering the industry and guiding how they interact with customers.

The COVID-19 pandemic accelerated digital disruption that was already in motion, creating the need for customer-focused services and greater efficiency. 

Related: COVID-19 and Driving Digital Transformation 

Structural changes in the industry are centered on creating new value and ensuring that communication and content services become digital. 

As we look forward to 2021, here are the Top Digital Transformation Trends Shaping the Telecom Industry:

  • Artificial Intelligence
  • 5G Network
  • Internet of Things
  • Robotic Process Automation
  • Big Data
  • Cloud Computing
  • Cyber Security

Trend 1: Artificial Intelligence

Artificial intelligence is well on its way to becoming one of the most sought after technological resources, used in a number of popular tools, such as chatbots, virtual assistants, and customer satisfaction. With AI tools, data can be both processed and analyzed in incredibly large amounts to make service more effective and increase profit. 

There are several ways that artificial intelligence can assist and optimize the telecom industry. AI will enhance digital transformation in predictive maintenance, network maintenance, customer service, and security. 

Trend 2: 5G Network

The efficiency of wireless networks is becoming more critical as people become more dependent on mobile devices. This is why so many telecom companies have been investing in and preparing for 5G.

5G networks provide the fastest data transfer out there while offering high speed and low latency. 5G is already being used in healthcare, education, and transportation settings. In 2021, telecom will continue to develop new ways to bring 5G to the masses, providing the most efficient network for the public. 

Trend 3: Internet of Things

The Internet of Things is driving change in the telecom industry in two ways. First, as internet-connected devices become more popular, it increases the need for fast and reliable connections.

Secondly, utilizing the IoT creates ease for telecom providers to monitor the various communications bases remotely. IoT enables service providers to provide greater means of communication between devices and people. 

Utilizing the IoT ensures the highest level of efficiency, seamless business processes, and increased revenue. In 2021, providers will continue seeking new ways to use the Internet of Things in various industries, including energy, technology, and healthcare. 

Trend 4: Robotic Process Automation

Robotic Process Automation is being used for repetitive tasks and processes, enabling ease and agility for report generation, price tracking, back-office tasks, as well as responding to customers.

With RPA solutions, employees can focus on essential functions that require their attention while leaving rote tasks to automated technologies. 

Trend 5: Big Data

Due to the Internet of Things, companies can work with enormous amounts of data in technological devices. This means that in 2021, they will need to control this data, move it from device to device, and support it safely.

Discovering solutions to control this data is becoming an essential task for both telecommunications companies and their customers. 

Trend 6: Cloud Computing

Migration to the Cloud is happening in droves, as nearly every business is becoming aware of the benefits of Cloud-based services, especially in light of the increase of remote work due to the COVID-19 pandemic. 

These benefits include less of a need for computer resources, streamlined processes, and organization, as well as lower costs. Telecom companies should invest in the infrastructure for delivering and supporting more cloud-based solutions. 

Trend 7: Cyber Security

Cybersecurity is one of the most essential aspects of the telecom industry. This is because cyber crimes can be easy for hackers to commit, stealing sensitive private data of businesses and their customers. 

As breaches become more common, telecom companies should expect their customers to ask how they’re making their data and networks more secure. Expect companies to make more significant investments in protecting their resources, detecting threats, preventing attacks, and recovering if the unthinkable happens. 

Trends Highlight the Need for a  Digital Adoption Platform 

Each of these trends will change how telecom companies and their customers do their business. Dealing with the process changes caused by new technology is where a digital adoption platform can be a huge benefit. 


Digital Transformation involves showing people how to use new technologies and proactively pushing them to complete new processes. Apty is designed to do both.

Here are some of the ways Apty can help telecom companies with digital transformation:

a. Project and Portfolio Planning

From expanding 5G service to enabling more cloud services, telecom companies are managing large projects in 2021. But it’s hard to make accurate plans and decisions if you’re not tracking your progress or can’t trust the data you have about your progress.

Apty’s tracking tools can help you detect when a process isn’t being completed and nudge users to provide important updates. Apty’s validations also ensure the data that goes into the system is accurate so you can make timely decisions and how to move forward. 

b. Customer or Employee Onboarding

As you introduce new or updated technologies, you have to make sure your customers and employees can use it. Apty’s step-by-step on-screen guidance helps people master new applications and processes quickly.

For employees, this is especially helpful when your workforce is remote. When you’re not in the office, you can just ask your cubicle neighbor how to do something.

c. Change Management

If 2020 was any indication, we can expect a lot of change in 2021. Managing that change and the processes around it can be overwhelming. Apty’s tools allow companies to quickly implement changes without costly and time-consuming training initiatives. 

Related: The Practical Guide For CIOs To Initiate Digital Transformation

Telecom in 2021

As society moves into the future with more effective digital tools and faster technology, businesses in the telecom industry must lead the charge. Meeting the expectations and needs of clients is essential.

By focusing on security, automation, artificial intelligence, fast networks, and more, you can ensure you’re meeting the needs of the future. But these trends are really focused on the technology telecom companies use or sell to their customers. But digital transformation goes beyond technology to processes.

Start your Digital Transformation Journey with Digital Adoption

Nathan Altadonna
Written by Nathan Altadonna

A former journalist and product manager, Nathan is a proud tech geek who blogs about digital transformation, employee productivity, and enterprise software. In addition to his work with Apty, Nathan runs his own consulting company, Innate Digital, helping companies develop content and get the most out of their marketing tech stack.

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