In the article "The pragmatic picture for telcos: platform-driven business models driven by AI and automation," Niladri Dutta, Global Telco Industry Consulting & Solutions Leader at Virtusa, outlines a practical roadmap for telecom operators to evolve and grow in a rapidly transforming digital environment.
Dutta emphasizes that telcos must shift from traditional connectivity models to platform-driven business models, powered by AI and automation. This shift enables telcos to deliver new value-added services, improve customer experience, and increase operational efficiency. AI and automation are not just tools for cost-cutting - they are strategic enablers for creating scalable, intelligent platforms that can adapt to ever-evolving market demands.
Drawing from examples presented at Mobile World Congress 2025, Dutta highlights how leading operators are embedding AI across Centers of Excellence (CoEs) and leveraging AI studios to develop and implement use cases across the enterprise. This includes predictive maintenance, intelligent customer care, and real-time network optimization.
However, he cautions that successful implementation requires a solid foundation in AI engineering, change management, and robust data infrastructure. Moreover, telcos must embrace an ecosystem mindset - collaborating with partners, developers, and industry players to unlock platform value.
Dutta concludes that telcos who approach this transformation pragmatically -balancing ambition with execution - will be best positioned to unlock sustainable growth, deliver differentiated experiences, and become true digital service providers.