At International Telecoms Week (ITW) 2025, more than 7,000 people from the global telecom sector gathered to discuss one of the most pressing challenges facing the industry today, people. In a session titled Sourcing the Talent to Deliver the Telco of the Future, panelists explored how global telecom companies are navigating cultural shifts, embracing innovation, and adapting to an evolving talent landscape – that is harder and harder to come by.
With legacy systems rapidly being replaced by AI-powered operations and new platforms, the panelists were asked: how can telcos balance operational models with groundbreaking technological advancements? And perhaps most importantly, how can companies ensure they have the right talent to execute these changes while retaining a focus on customer-centric service delivery?
Navigating the Talent Landscape
The conversation kicked off with a look at how legacy operational models and AI innovation are being balanced. As Chandy Ghosh, COO & GM of Emergency Services at SINCH, pointed out, “The challenge isn’t just about implementing new technologies, it’s about embedding them within existing structures that have been in place for decades.” Legacy systems remain a backbone for many telecom providers, and yet, the demand for next-generation AI capabilities and automation is driving a major shift in how business is done. And the comments rang true for so many antiquated processes and systems that are struggling to adapt to integrate new technologies and new ways of doing things.
Warren Reyburn, COO of White Label Communications, emphasized that while adopting new technologies such as AI is critical, businesses must remain mindful of the foundational systems that have supported their operations. For example, integrating AI into existing telecom infrastructure requires a careful balance to ensure that new solutions complement rather than disrupt legacy systems.
Customer-Centric Collaboration
As the telecom industry focuses more on customer-centric services, internal collaboration is being redefined. Tricia Harvester, Director of Network Planning at Oracle, highlighted the increasing importance of cross-functional teams that can deliver integrated solutions. “Customer-centricity isn’t just about improving the customer experience, it’s about aligning every aspect of the organization toward that goal,” Harvester said.
Internal collaboration is key to creating seamless customer experiences, and fostering a culture that breaks down silos and encourages the sharing of expertise will be crucial to telecom companies’ success in the future.
Attracting and Retaining Talent
No surprise to our readers, the topic of talent acquisition took center stage as the panelists discussed how businesses can attract and retain the talent needed to support the telecom sector’s transformation. Elya McCleave, Founder and CEO of Innovorg pointed out, “It’s no longer just about filling roles, it’s about finding individuals who have the mindset to embrace innovation and drive change.” The new generation of workers is highly tech-savvy, and companies must offer opportunities for growth, mentorship, and a work environment that fosters innovation.
Chandy Ghosh echoed this, emphasizing the importance of “hiring from outside the traditional telecom industry to bring in fresh perspectives.” Companies that are willing to explore non-traditional talent pools and seek out individuals from diverse backgrounds will likely be better positioned to adapt to the fast-changing landscape of the telecom industry. Whether the statement rings true to you, it’s a must do if we are to meet the growing demand of knowledge and skills the industry needs to deliver.
Upskilling and Reskilling the Workforce
A key highlight of the conversation explored the challenges of upskilling and reskilling existing staff. The rapid pace of technological advancements, especially with AI, means that telecom providers must invest in training their workforce to stay ahead of the curve. Warren Reyburn spoke passionately about the importance of investing in the development of employees’ skills to support evolving customer demands. “It’s not just about hiring new talent, it’s about nurturing and upskilling the people who are already in your organization,” he explained.
A key part of this process involves fostering a culture of continuous learning. For companies to thrive, employees must be empowered to take ownership of their professional development and be provided with the tools and resources to do so. And McCleave’s company, Innovorg, can provide a dashboard with metrics to monitor that delivers.
A Call to Action for the Telco Industry
As the panel concluded, a key takeaway was clear: the telecom industry must take proactive steps to ensure that their talent strategies align with the demands of the future. From fostering a culture of innovation to offering training and development opportunities, telcos have a responsibility to invest in their people to maintain a competitive edge.
The panelists agreed that while the transition may be challenging, it is ultimately an exciting time for the industry. As Chandy Ghosh summed up, “We are shaping the future of telecom, and that starts with the people who make it happen.”
This thought-provoking discussion underscored the crucial role that talent acquisition, upskilling, and collaboration will play in shaping the next generation of telecom services. The future of telecom is not just about cutting-edge technology, it’s about the people who will make that technology work.
ITW 2026 will return to National Harbor, Maryland May 18-21, 2026. Registration is available here: https://www.internationaltelecomsweek.com/registration.
