CINXE.COM
The AI-native telco: Radical transformation to thrive in turbulent times | McKinsey
<!DOCTYPE html><html dir="ltr" lang="en"><head><meta charSet="utf-8"/><meta name="viewport" content="width=device-width, initial-scale=1.0"/><meta http-equiv="X-UA-Compatible" content="IE=edge"/><script>var McKinsey = {"ArticleTemplate":"Legacy","DaysSinceCMSPublication":"281","DisplayDate":"2/27/2023","OriginalPublicationDate":"2/27/2023","SitecoreId":"{9A207F3D-5FF4-44F8-98F3-D987BC35C2B8}","Title":"The AI-native telco: Radical transformation to thrive in turbulent times","ArticleType":"Article","ContentType":"Article","ServerNumber":"","IsPageRestricted":"true","UserID":"","RegistrationDate":"","LoginStatus":"logged_out","JobTitle":"","CompanyName":"","blogTags":null,"enableRegWall":false}; var pageMetaInformation = {"CurrentLanguage":"en","AlternateLanguages":[{"DisplayName":"English","LanguageCode":"en","Url":"/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times"}],"NavigationLink":"industries","ActiveItemId":"{71AA399C-AB4C-45A6-90AB-6B378B5CA58E}","OfficeCode":"","MiniSiteId":"{751205EC-4A69-4CFB-8A79-568B1B13EB28}"};</script><link rel="icon" href="/favicon.ico"/><link href="https://www.mckinsey.com/redesign/resources/css/styles-rc.css" rel="stylesheet"/><link rel="manifest" href="/manifest.json"/><link rel="dns-prefetch" href="//cdn.dynamicyield.com"/><link rel="dns-prefetch" href="//st.dynamicyield.com"/><link rel="dns-prefetch" href="//rcom.dynamicyield.com"/><link rel="dns-prefetch" href="//cdn.cookielaw.org"/><link rel="preconnect" href="//assets.adobedtm.com"/><link rel="preconnect" href="//connect.facebook.net"/><link rel="preconnect" href="//static.hotjar.com"/><link rel="preload" as="font" href="/next-static/fonts/bower/Bower-Bold.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/regular/McKinseySans-Regular.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/medium/McKinseySans-Medium.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/light/McKinseySans-Light.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/italic/McKinseySans-Italic.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/light-italic/McKinseySans-LightItalic.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/mckinsey-sans/medium-italic/McKinseySans-MediumItalic.woff2" type="font/woff2" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-sans-jp/NotoSansJP-Light.ttf" type="font/ttf" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-sans-jp/NotoSansJP-Regular.ttf" type="font/ttf" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-sans-jp/NotoSansJP-Medium.ttf" type="font/ttf" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-sans-jp/NotoSansJP-Bold.ttf" type="font/ttf" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-sans-jp/NotoSansJP-Black.ttf" type="font/ttf" crossorigin=""/><link rel="preload" as="font" href="/next-static/fonts/noto-serif-jp/NotoSerifJP-Bold.ttf" type="font/ttf" crossorigin=""/><meta name="apple-itunes-app" content="app-id=674902075"/><link rel="apple-touch-icon" sizes="57x57" href="/next-static/images/mck-touch-icon-57x57.png"/><link rel="apple-touch-icon" sizes="72x72" href="/next-static/images/mck-touch-icon-72x72.png"/><link rel="apple-touch-icon" sizes="114x114" href="/next-static/images/mck-touch-icon-114x114.png"/><link rel="apple-touch-icon" sizes="144x144" href="/next-static/images/mck-touch-icon-144x144.png"/><link rel="apple-touch-icon" sizes="152x152" href="/next-static/images/mck-touch-icon-152x152.png"/><link rel="apple-touch-icon" sizes="167x167" href="/next-static/images/mck-touch-icon-167x167.png"/><link rel="apple-touch-icon" sizes="180x180" href="/next-static/images/mck-touch-icon-180x180.png"/><meta content="no-referrer-when-downgrade" name="referrer"/><meta content="McKinsey & Company" property="og:site_name" name="site_name"/><meta content="The AI-native telco: Radical transformation to thrive in turbulent times" property="og:title" name="title"/><meta content="Artificial intelligence, when deployed at scale, can help telcos protect core revenues and drive margin growth. But capturing this opportunity will require a wholly different approach." property="og:description" name="description"/><meta content="https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times" name="url" property="og:url"/><meta content="index,follow,all" name="robots"/><meta content="https://www.mckinsey.com/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/thumb-gettyimages-1383032528.jpg" property="og:image" name="image"/><meta content="{9A207F3D-5FF4-44F8-98F3-D987BC35C2B8}" name="sid"/><link href="https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times" rel="canonical"/><meta content="High Tech, Telecoms & Internet" name="practice-name"/><meta content="N17" name="practice-code"/><meta content="summary_large_image" name="twitter:card"/><meta content="@mckinsey" name="twitter:site"/><title>The AI-native telco: Radical transformation to thrive in turbulent times | McKinsey</title><meta content="Insights & Publications" name="sections"/><meta content="The AI-native telco: Radical transformation to thrive in turbulent times" name="twitter:title"/><meta content="Artificial intelligence, when deployed at scale, can help telcos protect core revenues and drive margin growth. But capturing this opportunity will require a wholly different approach." name="twitter:description"/><meta content="Article" property="contenttype" name="contenttype"/><meta content="https://www.mckinsey.com/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/thumb-gettyimages-1383032528.jpg?mw=677&car=42:25" name="twitter:image"/><meta content="The AI-native telco: Radical transformation to thrive in turbulent times" name="twitter:image:alt"/><meta content="true" name="mobileready"/><meta content="public" name="accesslevel"/><meta content="false" name="excludefromclientlink"/><meta content="article" name="articletype"/><meta content="Joshan Abraham | Jorge Amar | Yuval Atsmon | Miguel Frade | Tomas Lajous" name="authors-name"/><meta content="2023-02-27T00:00:00Z" name="itemdate"/><meta content="High Tech, Telecoms & Internet | Article | February 27, 2023" name="searchresults-tags"/><script type="application/ld+json">{"@context":"https://schema.org","@type":"Article","url":"https://www.mckinsey.com","publisher":{"@type":"Organization","name":"McKinsey & Company","logo":{"@type":"ImageObject","url":"https://www.mckinsey.com/~/media/Thumbnails/Mck_Logo"}},"mainEntityOfPage":{"@type":"WebPage","@id":"https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times"},"datePublished":"2023-02-27T00:00:00Z","dateCreated":"2023-12-19T18:59:35Z","dateModified":"2023-02-27T00:00:00Z","heading":"The AI-native telco: Radical transformation to thrive in turbulent times","image":"https://www.mckinsey.com/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/thumb-gettyimages-1383032528.jpg","description":"Artificial intelligence, when deployed at scale, can help telcos protect core revenues and drive margin growth. But capturing this opportunity will require a wholly different approach.","author":[{"@type":"Person","name":"Joshan Abraham"},{"@type":"Person","name":"Jorge Amar","url":"https://www.mckinsey.com/our-people/jorge-amar"},{"@type":"Person","name":"Yuval Atsmon","url":"https://www.mckinsey.com/our-people/yuval-atsmon"},{"@type":"Person","name":"Miguel Frade"},{"@type":"Person","name":"Tomás Lajous","url":"https://www.mckinsey.com/our-people/tomas-lajous"}]}</script><meta name="next-head-count" content="63"/><meta name="next-font-preconnect"/><script src="" id="onetrust-wrapperchecker" data-nscript="beforeInteractive">function OptanonWrapperChecker() {}</script><link rel="preload" href="/_next/static/css/e0c1ca92b5263a45.css" as="style"/><link rel="stylesheet" href="/_next/static/css/e0c1ca92b5263a45.css" data-n-g=""/><link rel="preload" href="/_next/static/css/985443d8095c0b48.css" as="style"/><link rel="stylesheet" href="/_next/static/css/985443d8095c0b48.css" data-n-p=""/><link rel="preload" href="/_next/static/css/b9ab7b649e8aa36e.css" as="style"/><link rel="stylesheet" href="/_next/static/css/b9ab7b649e8aa36e.css"/><link rel="preload" href="/_next/static/css/72fc56b1fbe032aa.css" as="style"/><link rel="stylesheet" href="/_next/static/css/72fc56b1fbe032aa.css"/><link rel="preload" href="/_next/static/css/06ae37db5ebc260c.css" as="style"/><link rel="stylesheet" href="/_next/static/css/06ae37db5ebc260c.css"/><link rel="preload" href="/_next/static/css/5e45d445fc213154.css" as="style"/><link rel="stylesheet" href="/_next/static/css/5e45d445fc213154.css"/><noscript data-n-css=""></noscript><script defer="" nomodule="" src="/_next/static/chunks/polyfills-5cd94c89d3acac5f.js"></script><script src="https://cdn.cookielaw.org/scripttemplates/otSDKStub.js" data-document-language="true" type="text/javascript" data-domain-script="915b5091-0d7e-44d2-a8c4-cf08267e52fe" defer="" data-nscript="beforeInteractive"></script><script defer="" src="/_next/static/chunks/281.cc3ac8578a543e8e.js"></script><script defer="" src="/_next/static/chunks/6731.9bccca8a7edb0704.js"></script><script defer="" src="/_next/static/chunks/2354.05223bcb67691d75.js"></script><script defer="" src="/_next/static/chunks/8578.3a4bfe7b76c8d5b2.js"></script><script defer="" src="/_next/static/chunks/2991.4cb0aa2f9f53e653.js"></script><script defer="" src="/_next/static/chunks/8391.a64dec5b7b976b97.js"></script><script src="/_next/static/chunks/webpack.7b31c4548c626f3b.js" defer=""></script><script src="/_next/static/chunks/framework.62bbe2ca94854a85.js" defer=""></script><script src="/_next/static/chunks/main.51e10588adc949ca.js" defer=""></script><script src="/_next/static/chunks/pages/_app.5f99628c3d07543d.js" defer=""></script><script src="/_next/static/chunks/3b1baa31.cd6cdac6158774d8.js" defer=""></script><script src="/_next/static/chunks/7d0bf13e.8f3383787afb45af.js" defer=""></script><script src="/_next/static/chunks/1354.c34ddc4bd7c986c8.js" defer=""></script><script src="/_next/static/chunks/408.2780008a4c2ee197.js" defer=""></script><script src="/_next/static/chunks/pages/%5B%5B...path%5D%5D.eb738e7c87df0dc8.js" defer=""></script><script src="/_next/static/9vYT_fWQKRjfPT7lAZJdB/_buildManifest.js" defer=""></script><script src="/_next/static/9vYT_fWQKRjfPT7lAZJdB/_ssgManifest.js" defer=""></script><script src="/_next/static/9vYT_fWQKRjfPT7lAZJdB/_middlewareManifest.js" defer=""></script> <script>(window.BOOMR_mq=window.BOOMR_mq||[]).push(["addVar",{"rua.upush":"false","rua.cpush":"false","rua.upre":"false","rua.cpre":"false","rua.uprl":"false","rua.cprl":"false","rua.cprf":"false","rua.trans":"","rua.cook":"false","rua.ims":"false","rua.ufprl":"false","rua.cfprl":"false","rua.isuxp":"false","rua.texp":"norulematch","rua.ceh":"false","rua.ueh":"false","rua.ieh.st":"0"}]);</script> <script>!function(a){var e="https://s.go-mpulse.net/boomerang/",t="addEventListener";if("False"=="True")a.BOOMR_config=a.BOOMR_config||{},a.BOOMR_config.PageParams=a.BOOMR_config.PageParams||{},a.BOOMR_config.PageParams.pci=!0,e="https://s2.go-mpulse.net/boomerang/";if(window.BOOMR_API_key="TURRK-8ADJT-WDUC5-TC32E-KV9ND",function(){function n(e){a.BOOMR_onload=e&&e.timeStamp||(new Date).getTime()}if(!a.BOOMR||!a.BOOMR.version&&!a.BOOMR.snippetExecuted){a.BOOMR=a.BOOMR||{},a.BOOMR.snippetExecuted=!0;var i,_,o,r=document.createElement("iframe");if(a[t])a[t]("load",n,!1);else if(a.attachEvent)a.attachEvent("onload",n);r.src="javascript:void(0)",r.title="",r.role="presentation",(r.frameElement||r).style.cssText="width:0;height:0;border:0;display:none;",o=document.getElementsByTagName("script")[0],o.parentNode.insertBefore(r,o);try{_=r.contentWindow.document}catch(O){i=document.domain,r.src="javascript:var d=document.open();d.domain='"+i+"';void(0);",_=r.contentWindow.document}_.open()._l=function(){var a=this.createElement("script");if(i)this.domain=i;a.id="boomr-if-as",a.src=e+"TURRK-8ADJT-WDUC5-TC32E-KV9ND",BOOMR_lstart=(new Date).getTime(),this.body.appendChild(a)},_.write("<bo"+'dy onload="document._l();">'),_.close()}}(),"".length>0)if(a&&"performance"in a&&a.performance&&"function"==typeof a.performance.setResourceTimingBufferSize)a.performance.setResourceTimingBufferSize();!function(){if(BOOMR=a.BOOMR||{},BOOMR.plugins=BOOMR.plugins||{},!BOOMR.plugins.AK){var e=""=="true"?1:0,t="",n="bdpnbeqxgy4diz2b7eqq-f-a69644885-clientnsv4-s.akamaihd.net",i="false"=="true"?2:1,_={"ak.v":"39","ak.cp":"19387","ak.ai":parseInt("285213",10),"ak.ol":"0","ak.cr":11,"ak.ipv":4,"ak.proto":"http/1.1","ak.rid":"207d71e5","ak.r":37669,"ak.a2":e,"ak.m":"a","ak.n":"essl","ak.bpcip":"8.222.208.0","ak.cport":48362,"ak.gh":"23.53.33.206","ak.quicv":"","ak.tlsv":"tls1.2","ak.0rtt":"","ak.0rtt.ed":"","ak.csrc":"-","ak.acc":"reno","ak.t":"1732376865","ak.ak":"hOBiQwZUYzCg5VSAfCLimQ==O+Dlb9PohwBX6eTeGsJ3JqVeR32NGOvczJ1r/9d8hFg7/Ghy6QuXSE0Jjs7QD/5JeeWfTJ2hRsJUGNfp4FQDWgytVpOd2Pd9FWBV+MJO9kuesySr6oaqNMro3Iilccbnjvlk1WI6UqZwvOptyzAD6awt95HeK1bKvU4qsY3Dfd6wqoLdbHR2YeppdPA6y4UHZxjwsc3cXmawdpH+CoAZrplmvjrRFR0rAyDARAsAhgACbENTUO0Cxty1ke4kbPvZxoaH1sdge2rksO8V/cy6xUlkgSeQ4jfG2L6ijRV2eOVBCD6U9VH54ogdi3J1OmOTkaxUlizvrEGUISfwF5g0ZMzsDg+MBEVwgh/mfSRglX/JI1M0FVxSXGEwzVV7FCbum35Sj/RLT+OXuSw6983sT+GWmRSPECdc2Gh0Ky9edgE=","ak.pv":"581","ak.dpoabenc":"","ak.tf":i};if(""!==t)_["ak.ruds"]=t;var o={i:!1,av:function(e){var t="http.initiator";if(e&&(!e[t]||"spa_hard"===e[t]))_["ak.feo"]=void 0!==a.aFeoApplied?1:0,BOOMR.addVar(_)},rv:function(){var a=["ak.bpcip","ak.cport","ak.cr","ak.csrc","ak.gh","ak.ipv","ak.m","ak.n","ak.ol","ak.proto","ak.quicv","ak.tlsv","ak.0rtt","ak.0rtt.ed","ak.r","ak.acc","ak.t","ak.tf"];BOOMR.removeVar(a)}};BOOMR.plugins.AK={akVars:_,akDNSPreFetchDomain:n,init:function(){if(!o.i){var a=BOOMR.subscribe;a("before_beacon",o.av,null,null),a("onbeacon",o.rv,null,null),o.i=!0}return this},is_complete:function(){return!0}}}}()}(window);</script></head><body><div id="__next" data-reactroot=""><div class="Layout_mck-c-skipbar__K684J"><a data-component="mdc-c-link" href="#skipToMain" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--primary___Ed-lT_2734c4f mdc-c-button--size-medium"><span class="mdc-c-link__label___Pfqtd_2734c4f">Skip to main content</span></a></div><main class="mck-o-container--outer" data-layer-region="body" role="main" id="skipToMain"><div data-component="mdc-c-module-wrapper" data-module-theme="dark" data-module-background="deep-blue" data-module-category="AnchoredHero" class="ArticleDefault_mck-c-article-default__SfYQE"><style></style><div data-component="mdc-c-background-image" class="mdc-c-bg-image___GJdv1_2734c4f background-image-article-default ArticleDefault_mck-c-article-default__parallax-container__fZ7Iq"></div><div class="ArticleDefault_mck-c-article-default__gradient__Uu21n"></div><div class="ArticleDefault_mck-c-article-default__wrapper-content__XOe9C"><div class="mck-o-container"><div class="mck-o-container--wrapped mck-o-container--mobile-spacing mdc-u-grid mdc-u-grid-col-lg-12"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-col-lg-start-1 mdc-u-grid-col-lg-span-10"><div><h1 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-2 mck-u-animation-slide-down ArticleDefault_mck-c-article-default__heading__bv6rL"><div>The AI-native telco: Radical transformation to thrive in turbulent times</div></h1></div><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-10 mck-u-animation-blur-in-800 ArticleDefault_mck-c-article-default__description__sjoe9"><div><time datetime="2023-02-27T00:00:00Z">February 27, 2023</time> | Article</div></div></div></div></div></div></div><div class="mck-o-container"><div class="mck-o-container--wrapped mck-o-container--mobile-spacing mdc-u-grid mdc-u-grid-gutter-xxl"><section data-layer-region="article-body-header" class="mdc-u-grid mdc-u-grid-col-md-12 mck-u-animation-blur-in-400 byline-share-container"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-7 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-8 mdc-u-ts-10"></div></section><section class="mdc-u-grid mdc-u-grid-col-md-12 mck-u-animation-blur-in-400"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-5"><div class="mck-u-links-inline">Artificial intelligence, when deployed at scale, can help telcos protect core revenues and drive margin growth. But capturing this opportunity will require a wholly different approach.</div></div></div></section><main data-layer-region="article-body" class="mdc-u-grid mdc-u-grid-gutter-xxl"><div class="mdc-u-grid mdc-u-grid-col-1 mdc-u-grid-col-md-12"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><div class="mdc-o-content-body mck-u-dropcap"> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="DownloadsSidebar_mck-c-downloads-sidebar__iFmyt mck-o-xs-right-span"><div data-layer-region="downloads-right-rail"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f"></h3><div><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f"><a data-component="mdc-c-link" href="#/download/%2F~%2Fmedia%2Fmckinsey%2Findustries%2Ftechnology%20media%20and%20telecommunications%2Fhigh%20tech%2Four%20insights%2Fthe%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times%2Fthe-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times.pdf%3FshouldIndex%3Dfalse" class="DownloadsSidebar_mck-c-downloads-sidebar__download-link__fPqFQ mdc-c-link___lBbY1_2734c4f" target="_self" data-layer-event-prefix="Download Link" data-layer-action="click" data-layer-report-type="" data-layer-file-name="the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times" data-layer-report-name="the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times>"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--size-md___yi5fA_2734c4f mck-download-icon"></span><span class="mdc-c-link__label___Pfqtd_2734c4f"> (9 pages)</span></a></div></div></div></div> <p><strong>Artificial intelligence (AI) is unlocking use cases</strong> that are transforming industries across a wide swath of the world’s economy. From infrastructure that “self-heals” to radically reimagined (and touchless) customer service and experience; from large scale hyper-personalization to automatically created marketing messages and images leveraging Generative AI tools like ChatGPT—it is all a reality today. These AI solutions can powerfully augment and sometimes radically outperform most traditional business roles.</p> <div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="" data-module-gradient-position="bottom-right" class="mck-c-inline-module-container SideBar_mck-c-sidebar__bgimg-wrapper__Qj4Dt mck-o-sm-left-span SideBar_mck-c-sidebar__sidebar-wrapper__Dpjw2 SideBar_mck-c-sidebar__sidebar-wrapper--istablet__IQ6ii mck-u-screen-only mck-c-module-wrapper" data-layer-region="sidebar"><div class="SideBar_mck-c-sidebar__epoAm mck-o-md-center"><div class="SideBar_mck-c-sidebar__share-icons-wrapper__9gB_c"><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f SideBar_mck-c-sidebar__share-icons___eQy6"><button data-component="mdc-c-button" aria-label="Expandable Sidebar" type="button" id="button_id" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--ghost mdc-c-button--size-medium SideBar_mck-c-sidebar__toggle-btn__EL8iE" aria-expanded="false" data-layer-event-prefix="UI Item" data-layer-action="click" data-layer-category="sidebar" data-layer-subcategory="open" data-layer-text="open sidebar"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--radial___y3csX_2734c4f mdc-c-icon--size-xxl___cL3ZT_2734c4f mck-plus-no-circle-icon"></span></button></div></div><div class="SideBar_mck-c-sidebar__content-outer__UdWCq"><div class="SideBar_mck-c-sidebar__eyebrow__5GSEq"></div><div class="SideBar_mck-c-sidebar__content__raEwe"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-3 SideBar_mck-c-sidebar__content-heading__NJekY"><div>About the authors</div></h2><div class="SideBar_mck-c-sidebar__content-description__4p9iI mdc-u-ts-7"><div class="mdc-o-content-body"><p>This article is a collaborative effort by Joshan Abraham, <a href="/our-people/jorge-amar">Jorge Amar</a>, <a href="/our-people/yuval-atsmon">Yuval Atsmon</a>, Miguel Frade, and <a href="/our-people/tomas-lajous">Tomás Lajous</a>, representing views from McKinsey’s Technology, Media & Telecommunications Practice.</p></div></div></div></div></div></div> <p>The impact from these solutions is becoming evident. AI leaders—the top quintile of companies that have taken the McKinsey Analytics Quotient assessment—have experienced a five-year revenue CAGR that is 2.1 times higher than that of peers and a total return to shareholders that is 2.5 times larger.</p> <p>Given the numerous challenges the telecom industry has faced in recent years, such as flagging revenues and ROIC, one might expect the industry would have already adopted a full transition to this technology. Yet, based on our experience with operators across the world, telcos have yet to fully embrace AI and an AI-focused mindset. Instead, models are developed once and not enhanced as the business context evolves. Machine learning (ML) is in name only, limiting the ability of the system to improve from experience. Most regrettably, AI investments are often not aligned with top-level management priorities; lacking that sponsorship, AI deployments stall, investment in technical talent withers, and the technology remains immature.</p> <p>Contrast this disjointed state of affairs with an AI-native organization. Here, AI is viewed as a core competency that powers decision making across all departments and organization layers. AI investments are required to enable most C-level priorities such as more personalized recommendations for customers and faster speed of answer in call centers. Top executives serve as champions of critical AI initiatives. Data and AI capabilities are managed as products, built for scalability and reusability. AI product managers, even those working on foundational products, are celebrated for the benefits they generate for the organization.</p> <p>Reaching this state of AI maturity is no easy task, but it is certainly within the reach of telcos. Indeed, with all the pressures they face, embracing large-scale deployment of AI and transitioning to being AI-native organizations could be key to driving growth and renewal. Telcos that are starting to recognize this is nonnegotiable are scaling AI investments as the business impact generated by the technology materializes.</p> <p>While isolated applications of the technology can help individual departments improve, it’s AI connected holistically at all levels and departments that will be key to protecting core revenue and driving margin growth in even the most difficult of environments. Imagine the following not-so-distant scenarios:</p> <ul> <li><em>Customer focused:</em> Sarah, a New Yorker, is a high average revenue per user (ARPU) customer. Aware that Sarah spends half of her phone usage time on fitness apps, the AI creates an enticing customized upgrade offer that includes a six-month credit applicable to her favorite fitness subscription and NYC-specific perks, such as a ticket to an upcoming concert sponsored by the operator. Knowing Sarah’s high digital propensity,<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="3e3ff9cd-cfa7-4a9b-b0dc-648ddd769eca"><sup class="FootNote_footnotesup__e73z_">1</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="3e3ff9cd-cfa7-4a9b-b0dc-648ddd769eca" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Preference to transact and engage in digital channels, such as websites and mobile apps.</span></span></span></a></span> the AI makes the offer available to her as a digital-only promotion.</li> <li><em>Employee focused:</em> When Trevor, an associate in a telco mall store, logs in at the start of his shift, he receives a celebratory notification congratulating him on his high-quality interactions with customers the previous day. And because the AI detected that Trevor is underperforming peers in accessory and device protection attach rates, he receives a notification pointing him to coaching resources specifically created to enhance performance in those metrics.</li> <li><em>Infrastructure focused:</em> Lucile, director of a capital planning team, uses AI to inform highly targeted network investment decisions based on a granular understanding of customer-level network experience scores strongly correlated to commercial outcomes (for example, churn). The AI provides tactical recommendations of what and where to build based on where customers use the network and on automatically computed thresholds after which new investments have marginal impact on experience and commercial outcomes for the operator.</li> </ul> <p>How these possibilities could become reality is critical to consider, especially given that most telcos currently deploy AI in limited ways that will not drive sustainable, at-scale success.</p> <h2>Why now? The case for becoming AI native</h2> <p>Factors supporting this move for telcos include the following:</p> <ul> <li><em>Increasing accessibility of leading AI technology:</em> AI-native organizations like Meta continue to grow the open-source ecosystem by making new programming languages, data sets, and algorithms widely available. In parallel, cloud providers have developed multiple quick-to-deploy machine-learning APIs like Google Cloud’s Natural Language API. <a href="/capabilities/quantumblack/our-insights/generative-ai-is-here-how-tools-like-chatgpt-could-change-your-business">Generative AI</a> solutions, such as ChatGPT, that are capable of creating engaging responses to human queries are also accessible through API. These two factors, coupled with dropping costs of data processing and storage, make AI increasingly easier for organizations to leverage.</li> <li><em>Rapid explosion of usable data:</em> Operators can collect, structure, and use significantly more data directly than ever before. This information includes dataflows from individualized app usage patterns, site-specific customer experience scores, and what can be purchased or shared from partners or third parties. To answer privacy fears raised by consumers and regulators, telcos must also invest in building <a href="/capabilities/quantumblack/our-insights/why-digital-trust-truly-matters">digital trust</a>, including actively managing data privacy and having a robust cybersecurity strategy and a framework to guide ethical deployment of AI.</li> <li><em>Proven use cases and outcomes:</em> AI-Native organizations across industries have deployed AI to achieve four critical outcomes highly relevant to operators across the world: 1) drive revenue protection and growth through personalization, 2) transform the cost structure, 3) enable a frictionless customer experience, and 4) meet new workplace demands. Operators can learn from all of them. Streaming players, for example, have long been known for providing highly curated personalized content recommendations based on past user behavior. To optimize cost and deliver a seamless customer experience, one of the leading US insurance companies leverages AI assistants to reduce and even eliminate human interactions for users to obtain coverage or cancel policies with other carriers. In turn, some of the leading tech companies in the world are known for using AI to highlight the traits of great managers and high performing teams and use those insights to train company leaders.</li> <li><em>Technology investments recognized as a business driver:</em> In a post-pandemic world, there is broad consensus among investors and executives that technology investments are not a mere cost center but a fundamental business driver with profound impacts on the bottom line. Despite prospects of economic turmoil and recessionary fears, IT spending is expected to increase by more than 5 percent in 2023, with technology leaders under growing pressure to demonstrate impact on company financials.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="271526bd-0448-4ef8-a9cb-901f236cda0b"><sup class="FootNote_footnotesup__e73z_">2</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="271526bd-0448-4ef8-a9cb-901f236cda0b" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">“2023 CIO and Technology Executive Survey,” Gartner, October 18, 2022.</span></span></span></a></span></li> <li><em>Operator bets need hyper charging:</em> As networks and products converge, operators are making bets on becoming cost and efficiency focused, experience-centric, or ecosystem players. AI use cases that are more relevant for each bet can give them a better chance to hypercharge and leapfrog competition.</li> </ul> <p>For the greatest payoff, this shift requires telcos to embrace the concept of the AI-native organization—a structure where the technology is deeply embedded across the fabric of the entire enterprise.</p> <h3>Using AI to reimagine the core business</h3> <p>Telcos have been <a href="/industries/technology-media-and-telecommunications/our-insights/a-blueprint-for-telecoms-critical-reinvention">under relentless pressure over the past decade</a> as traditional growth drivers eroded and economic value increasingly shifted to tech companies. By using AI to its fullest extent, operators can protect their core business from further erosion while improving margins.</p> <p>As the industry looks to leverage the power of AI, we see six themes gaining prevalence in strategic agendas based on our experience working with telcos across the world.</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-disruptor1up mck-o-md-center mck-u-inline-module-border-top mck-u-inline-module-border-bottom mck-u-screen-only" data-layer-region="disruptor-1up"><div class="mdc-u-grid mdc-u-grid-gutter-md mdc-u-grid-col-lg-12 mdc-u-grid-col-md-12 "><div class="mdc-u-grid-col-md-span-12"><header data-component="mdc-c-header" class="mdc-c-header"><div class="mdc-c-header__block___i1Lg-_2734c4f"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><div>Would you like to learn more about our <a href="/industries/technology-media-and-telecommunications/how-we-help-clients">Technology, Media & Telecommunications Practice</a>?</div></h3></div></header><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f mck-c-disruptor1up__content Disruptor1Up_mck-c-disruptor1up__content--links__VV4lE mdc-u-grid-gutter-md"><a data-component="mdc-c-link" href="/industries/technology-media-and-telecommunications/how-we-help-clients/telecommunications-operators" class="mdc-c-link-cta___NBQVi_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Visit our Telecommunications Operators page</span><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-link-arrow-right-icon"></span></a></div></div></div></div> <h3>Hyper-personalize and architect sales and engagement</h3> <p>Leveraging the breadth and depth of user-level data at their disposal, operators have been increasingly investing in <a href="/industries/technology-media-and-telecommunications/our-insights/unlocking-the-value-of-personalization-at-scale-for-operators">AI-enabled personalization</a> and channel steering.</p> <p>For example, a hyper-personalized plan and device recommendation for each line holder could leverage granular behavioral data—such as number of and engagement with apps installed and device feature usage—to create individualized plan recommendations (superior network speed or streaming service add-ons), promos (“Receive unlimited prepaid data to be used for a music streaming service for only $5 per month”), and messaging for specific devices, locations, and events (“Upgrade to the latest device featuring built-in VR”). Subsequently, using audience segmentation tools, customers can be guided to channels that offer an engaging experience while driving the most profitable sales outcome for the telco. A subscriber, for example, with low-digital propensity,<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="a75bf7bc-d5d3-4b33-b91d-6652974486dc"><sup class="FootNote_footnotesup__e73z_">3</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="a75bf7bc-d5d3-4b33-b91d-6652974486dc" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Someone who prefers to transact in, and use, assisted channels, such as retail stores and call centers.</span></span></span></a></span> high ARPU, and high churn risk who is living within a few miles of a store, might be a good candidate to nudge to a device upgrade in-store, leading to better customer experience and potentially stronger loyalty for the operator. Or consider a different scenario: this subscriber uses an advanced 5G network in New York City and is a regular user of fitness apps who travels frequently outside the country. As a result, her telco offers a personalized plan recommendation with superior network access, top fitness app subscription perks, and an attractive international data plan.</p> <p><em>Case study: An Asia–Pacific operator that launched a comprehensive customer value management transformation powered by AI (with personalization at the core) achieved a more than 10 percent reduction in customer churn and a 20 percent uptake in cross-sell.</em></p> <h3>Reimagine proactive service</h3> <p>Earlier investments in digital infrastructure combined with predictive and prescriptive AI capabilities enable operators to develop a personalized service experience based on autonomous resolution and proactive outreach.</p> <p>With fully autonomous resolution, for example, the system can predict and resolve potential sources of customer dissatisfaction before they are even encountered. After noticing a customer is accruing roaming charges while traveling abroad, the AI system automatically applies the optimal roaming package to her monthly bill to minimize charges. It then follows up with a personalized bill explanation detailing the package optimization and resulting savings for the customer, leading to a surprising and positive CX moment.</p> <p>Operators are also exploring the redesign of digital service journeys with the help of AI assistants serving as digital concierges. Generative AI technologies, including tools such as ChatGPT, have the potential to enhance existing bots through better understanding of more complex customer intents, more empathetic conversations, and better summarization capabilities (For example, when a bot needs to handover a customer interaction to a human rep). A single unified AI assistant will likely also represent a step change in speed, accuracy, and engagement compared to the interactive voice response systems of today.</p> <p><a href="/industries/technology-media-and-telecommunications/our-insights/how-ai-is-helping-revolutionize-telco-service-operations">An AI-powered service organization</a> is a key ingredient to releasing the full capacity of specialized reps for high-value interactions while improving overall customer experience—one of the key battlegrounds for telcos around the world.</p> <p><em>Case study: A leading telco is expected to achieve an approximately 10 percent decrease in device troubleshooting calls, powered by a proactive AI engine that considers the customer’s likelihood of calling and issue severity to decide whether to push the most effective resolution via SMS. This proactive engine is also a key element of the operator’s ambition to have the highest customer satisfaction scores among competitors.</em></p> <h3>Build the store of the future</h3> <p>In retail, AI is leading a revolution in the design and running of stores by streamlining operations and elevating the consumer experience.</p> <p>Some telcos already use virtual retail assistants displayed on floor screens to conduct multiple transactions with customers, including adding balance to a prepaid account and selling prepaid cards and TV subscriptions. A leading European telco leverages AI tools for delivering more-accurate device grading and trade-ins in the store. The store of the near future includes the following components:</p> <ul> <li><em>Front of house:</em> Aisle layout and product placement are optimized based on browsing patterns analyzed by machine vision. Digital signage is made relevant to individual customers who are in-store and identified through biometric or geofencing technology. Interactive kiosks serve up personalized promos, service assistance, and wait-time forecasts. Customers are matched with reps who are given nudges with personalized info likely to spark the best interaction and lead to a truly seamless customer experience.</li> <li><em>Back of house:</em> Device SKUs are automatically managed to optimize inventory and sales. Stores stock curated assortments based on local preferences surfaced in sales analytics. AI tools such as computer-vision-based grading allows for immediate price guarantees on devices that are traded in.</li> <li><em>Outside:</em> Consumers walking near the store receive text or push notifications with a personalized promotion and an invitation to check the product in-store.</li> </ul> <p><em>Case study: An Asian telco launched a 5G virtual retail assistant in unmanned pop-up stores. The digital human communicates with customers in a personal and friendly way with engaging facial expressions and body language. She supports customers across multiple transactions, from buying prepaid cards to getting SIM card replacements.</em></p> <h3>Deploy a self-healing, self-optimizing network</h3> <p>The AI-native telco will leverage technology to optimize decision making across the network life cycle stages, from planning and building to running and operating. In the planning and building stages, for example, AI can be used to prioritize site-level capacity investments based on granular data, such as customer-level network experience scores.</p> <p>In the running and operating phases, AI can prioritize the dispatching of emergency crews based on potential revenue loss or impact on customer experience. AI can also enable a self-healing network, which automatically fixes faults—for example, auto-switching customers from one carrier frequency to another because the former was expected to become clogged. This frees up engineering resources for higher-value-added activities.</p> <p><em>Case study: A telecom operator developed an AI-based customer network experience “score” to improve its understanding of how customers perceive their network and to inform network deployment decisions. The AI engine leveraged granular network-level information for every line (e.g., signal strength, throughput) with an ML model to create the score tailored to each customer’s individual network experience and expectations. The operator used the score, which directly correlated with impact metrics such as customer churn or network care tickets, to monitor network performance trending (how the score fluctuated in different regions), to identify opportunities to refine its buildout plan, and to improve how it managed its customer base.</em></p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-disruptor1up mck-o-md-center mck-u-inline-module-border-top mck-u-inline-module-border-bottom mck-u-screen-only" data-layer-region="disruptor-1up"><div class="mdc-u-grid mdc-u-grid-gutter-md mdc-u-grid-col-lg-12 mdc-u-grid-col-md-12 "><div class="mdc-u-grid-col-lg-span-4 mdc-u-grid-col-md-span-5 Disruptor1Up_mck-c-disruptor1up__image___2Gc4"><picture data-component="mdc-c-picture"><img alt="digital lines stock photo" src="/~/media/mckinsey/business%20functions/quantumblack/our%20insights/the%20state%20of%20ai%20in%202022%20and%20a%20half%20decade%20in%20review/thumb-ai-survey-2022.jpg?cq=50&mh=145&car=16:9&cpy=Center" loading="lazy"/></picture></div><div class="mdc-u-grid-col-lg-span-8 mdc-u-grid-col-md-span-7"><header data-component="mdc-c-header" class="mdc-c-header"><div class="mdc-c-header__block___i1Lg-_2734c4f"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><div>The state of AI in 2022—and a half decade in review</div></h3></div></header><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f mck-c-disruptor1up__content Disruptor1Up_mck-c-disruptor1up__content--links__VV4lE mdc-u-grid-gutter-md"><a data-component="mdc-c-link" href="/capabilities/quantumblack/our-insights/the-state-of-ai-in-2022-and-a-half-decade-in-review" class="mdc-c-link-cta___NBQVi_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Read the survey</span><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-link-arrow-right-icon"></span></a></div></div></div></div> <h3>Improve frontline productivity</h3> <p>The AI-native telco also uses AI-enabled tools to optimize workforce planning and coaching of frontline employees across multiple teams, including field force, customer service, and retail associates.</p> <p>For workforce planning, AI tools enhance traditional applications by forecasting across supply-and-demand metrics for monthly, daily, and intraday time horizons with higher accuracy, more granularity, and full automation. <a href="/capabilities/operations/our-insights/smart-scheduling-how-to-solve-workforce-planning-challenges-with-ai">Smart scheduling</a> matches supply with demand, such as reps needed in a call center during particularly busy periods, to meet service level targets as well as customers’ expectations.</p> <p>Acting as an intelligent coaching manager, <a href="/capabilities/operations/our-insights/how-ai-driven-nudges-can-transform-an-operations-performance">an AI-enabled nudge engine</a> provides personalized celebratory and improvement opportunity nudges to employees and their supervisors (Exhibit 1). Coupled with advancements in Generative AI, the impact of the AI nudge-engine might go even further by, for example, simulating customer responses under different scenarios to train reps.</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 1</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/svgz-ai-native-telco-ex3.svgz?cq=50&cpy=Center"/><img alt="The AI-native telco leverages AI to provide tailored coaching recommendations both to reps and supervisors." src="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/svgz-ai-native-telco-ex3.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p><em>Case study: A telco operator deployed an AI-enabled scheduling and coaching solution for technicians servicing copper and fiber customers. Resulting efficiency gains included 10 to 20 percent capacity generation and improved customer satisfaction scores.</em></p> <h3>Power intelligent internal operations</h3> <p>AI-powered insights will enhance decision making across business functions, beyond the automation of standardized or low-complexity tasks. In finance, for example, AI can flag outlier invoices for further inspection, while on the accounts receivable side it can predict customers likely to default, triggering mitigating actions. In HR, AI can help flag employees with high attrition or absenteeism risk and the respective drivers while also helping identify informal influencers who can lead change management efforts. Generative AI solutions can help with the development of product marketing copy, the synthesis of customer feedback for research purposes or even enable business users to write simple code to quickly adjust IT applications.</p> <p>Overall, involving AI in decision making and execution results in higher speed and consistency. Its benefits can be felt everywhere, from contract management and supplier search to onboarding and IT maintenance.</p> <p><em>Case study: A UK-based transportation company deployed AI to identify the main drivers of employee attrition and absenteeism. The company then developed targeted interventions for each of the drivers with an estimated 20 to 25 percent reduction in sick pay and attrition costs.</em></p> <h2>Success factors of AI-native transformation</h2> <p>The <em>what</em> of envisioning being AI native is the relatively easier part of this journey; the <em>how</em> of making the possibilities reality is the tougher challenge. Working on multiyear projects with operators across the world, we’ve identified critical best practices in three areas that are the hallmarks of a successful AI-native transformation: building AI, managing it, and driving its adoption.</p> <h3>Building AI best practices</h3> <p>Developing transformative AI requires a carefully-calibrated approach that follows these core guidelines:</p> <ul> <li>Build core AI capabilities in a modular fashion and with reusability in mind, with the potential to be deployed across multiple contexts in the operator. A core forecasting engine, for instance, can be deployed both in a call center and in a retail setting. This will drive higher ROI for AI investments by decreasing time to deploy and preventing duplication of work.</li> <li>Tightly integrate AI capabilities with one another based on a model architecture approach that interconnects different AI models to maximize value generation and promote reusability. For example, a digital propensity model will be built as a core model that becomes an input into multiple customer-facing models.</li> <li>Use digital twins as the foundation for all AI. Digital twins—virtual representations of a physical asset, person, or process with a data product at its core—are the key to unlocking reusable AI. The data in a digital twin is intentionally structured and modeled to enable easy, reusable consumption and governance across needs, and to serve as the single source of truth for all models (Exhibit 2).</li> </ul> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 2</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/svgz-ai-native-telco-ex4.svgz?cq=50&cpy=Center"/><img alt="Digital twins create a single source of truth (build once, use many times) that speeds up time to market of AI use cases." src="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/the%20ai%20native%20telco%20radical%20transformation%20to%20thrive%20in%20turbulent%20times/svgz-ai-native-telco-ex4.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <ul> <li>Implement machine learning operations (MLOps) best practices to shorten the analytics development life cycle and increase model stability. MLOps typically involve automating the <a href="/capabilities/quantumblack/our-insights/scaling-ai-like-a-tech-native-the-ceos-role">integration and deployment of code underlying AI capabilities</a>.</li> <li>Rethink the tech talent strategy holistically. Without a deep bench of engineering talent, an AI-native ambition will remain a mirage. Employers should consider expanding their sourcing net to a wider range of universities and learning environments. It’s also critical to improve conditions that developers work under, because developer experience is a top factor in determining an employer’s attractiveness.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="a4f3cd92-0a9b-43f3-8898-bd0ec1275466"><sup class="FootNote_footnotesup__e73z_">4</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="a4f3cd92-0a9b-43f3-8898-bd0ec1275466" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">David Gibson, “New data: What developers look for in future job opportunities,” <em>Stack Overflow</em>, December 7, 2021.</span></span></span></a></span> Constraints on which programming languages and cloud providers’ tools can be used, for example, can have meaningful impact on a developer’s decision to recruit for and stay with an organization, as well as on the <a href="/industries/technology-media-and-telecommunications/our-insights/developer-velocity-how-software-excellence-fuels-business-performance">developer’s productivity</a>. Because tech talent needs are multifaceted, operators should launch a comprehensive list of initiatives across the employee life cycle.</li> </ul> <h3>Managing AI best practices</h3> <p>Maintaining and improving AI capabilities depends on an experimental, iterative mindset focused squarely on product and tech innovation.</p> <ul> <li>Treat AI capabilities as true products by assigning <a href="/industries/technology-media-and-telecommunications/our-insights/what-separates-top-product-managers-from-the-rest-of-the-pack">dedicated product managers</a> to oversee them. PMs act as translators between the technical and business teams and are mandated to own the product continuously and develop opportunities to improve it. They ensure that it’s never built as a onetime solution.</li> <li>Set up AI labs for fast experimentation. Dedicated teams of PMs and data scientists or engineers are granted expedited approval to experiment with new models, test for feasibility, and validate business value before scaling.</li> <li>Refresh the AI tech stack at least annually to take advantage of new developments. In recent years, there have been significant enhancements in tooling that drastically transformed AI workflows.</li> <li>Speed up IT and Data Modernization efforts (the complexity of which often slows down AI transformations) by leveraging reference architectures that have been road-tested in multiple transformations across industries. Moreover, build the target cloud-native data architecture following an iterative approach, focused on enhancing the components required for the priority AI use cases first (e.g., data streaming might be key to unlock fraud detection use cases).</li> </ul> <h3>Driving AI adoption best practices</h3> <p>Taking a comprehensive approach focused on both what goes into and comes out of models is critical for fostering growing usage of AI:</p> <ul> <li>Ensure AI solutions are considered <a href="/capabilities/quantumblack/our-insights/mozillas-mark-surman-lets-make-ai-as-trustworthy-as-seatbelts">trustworthy AI</a>, including dimensions such as model explainability, accountability for the outcomes of AI models, and technical robustness.</li> <li>Make change management a day one focus. Operators need to involve end users of AI-enabled insights through all the stages of the model development life cycle and invest in formal and informal capability building. Operators will also need to take a hard look at replacing and revamping existing processes as well as management practices and roles to be centered around AI.</li> </ul> <h2>Next steps toward building the AI-native telco</h2> <p>In many industries, companies have used AI to make their operations more efficient, drive material enhancements in customer experience, and ultimately used it to bring innovative products and services to market more quickly. Operators can learn from these industries and invest in AI to improve their competitiveness in the coming years of economic uncertainty and competitive turmoil. Many operators have already started to do so.</p> <p>Organizations that talk about adopting AI but move at a slow pace, hoping that a few innovation projects developed at the fringes of the organization and in silos that will come together to create a snowball effect to holistically change how technology informs business decision making, are likely to fail.</p> <p>Ultimately, the biggest drivers of AI adoption will be CEO-level sponsorship and full executive alignment throughout the AI-native transformation. The art of the possible with the technology has long surpassed what companies have been able to absorb. Without active support from the top level to proactively address organizational inertia, communicate an engaging change story, model new behavior, promote capability building, and make commitments on the required long-term technological investments, AI-native transformation efforts will not succeed.</p> <p>The journey to becoming AI native will require operators to create a strategic vision and road map that excites and mobilizes the organization, build priority AI capabilities to gain momentum, and bring everyone together to ensure operating model and change management are set up to drive adoption. Embracing large-scale AI deployment across the organization will follow.</p> <p>The journey is long and requires commitment, but operators that embrace the path to becoming AI native are more likely to emerge as leaders in the next horizon of transformation.</p> <p><em>This article was revised on December 19, 2023 to include a new case study on deploying a self-healing, self-optimizing network.</em></p></div><div class="container-placeholder"></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-xl"><section role="contentinfo" data-layer-region="article-about-authors" class="mdc-u-grid mdc-u-grid-col-md-12 AboutAuthor_mck-c-about-author__nRJzu"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f mdc-u-align-center"></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-8 mck-u-links-inline mck-u-links-inline--secondary mdc-u-mt-5"><div><p><strong>Joshan Abraham</strong> is an associate partner in McKinsey’s New York office, where <strong>Miguel Frade</strong> is a consultant and <strong><a href="/our-people/tomas-lajous">Tomás Lajous</a></strong> is a senior partner. <strong><a href="/our-people/jorge-amar">Jorge Amar</a></strong> is a partner in the Miami office and <strong><a href="/our-people/yuval-atsmon">Yuval Atsmon</a></strong> is a senior partner in the London office.</p></div></div></div></section><section class="mdc-u-grid mdc-u-grid-col-md-12 mck-u-screen-only"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-5 mdc-u-grid-col-lg-end-9"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f mdc-u-align-center">Explore a career with us</h5><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--align-center___ar3mu_2734c4f"><a data-component="mdc-c-link" href="/careers/search-jobs" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--secondary___Boipq_2734c4f mdc-c-button--size-large___jwpUy_2734c4f" aria-label="Search Openings" data-layer-event-prefix="CTA Link" data-layer-action="click" data-layer-category="careers" data-layer-subcategory="search" data-layer-text="Search Openings"><span class="mdc-c-link__label___Pfqtd_2734c4f">Search Openings</span></a></div></div></section></div></main></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="StandalonePromo" class="RelatedArticle_mck-c-article-related__GGA76 mck-u-screen-only" data-layer-region="related-articles"><div class="mdc-o-container__wrapper is-wrapped mdc-u-spaced-mobile"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center">Related Articles</h5><div class="mdc-u-grid mdc-u-grid-col-md-3 RelatedArticle_items-container__s2uD0"><div class="mdc-u-grid mdc-u-grid-gutter-lg Card_card__diA2r Card_hover-effect__RGb9b"><div class="Card_wrapper-image__8b4P6"><a data-component="mdc-c-link" href="/capabilities/mckinsey-digital/our-insights/digital-twins-the-foundation-of-the-enterprise-metaverse" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture" class="Card_wrapper-image__8b4P6"><style>.picture-uniqueKey-digit-0 { aspect-ratio: 16/9 }</style><img alt="""" class="picture-uniqueKey-digit-0" src="/~/media/mckinsey/business%20functions/mckinsey%20digital/our%20insights/digital%20twins%20the%20foundation%20of%20the%20enterprise%20metaverse/digitaltwins-hero-thumb-1536x1536.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div class="Card_wrapper-text__U6Y3k"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f Card_content-block__pF6Z1"><span>Interactive</span><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-6"><a data-component="mdc-c-link" href="/capabilities/mckinsey-digital/our-insights/digital-twins-the-foundation-of-the-enterprise-metaverse" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link___lBbY1_2734c4f"><div>Digital twins: The foundation of the enterprise metaverse</div></a></h6></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg Card_card__diA2r Card_hover-effect__RGb9b"><div class="Card_wrapper-image__8b4P6"><a data-component="mdc-c-link" href="/industries/technology-media-and-telecommunications/our-insights/how-ai-is-helping-revolutionize-telco-service-operations" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture" class="Card_wrapper-image__8b4P6"><style>.picture-uniqueKey-howa-0 { aspect-ratio: 16/9 }</style><img alt="How AI is helping revolutionize telco service operations" class="picture-uniqueKey-howa-0" src="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/how%20ai%20is%20helping%20revolutionize%20telco%20service%20operations/standard-service-ops.png?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div class="Card_wrapper-text__U6Y3k"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f Card_content-block__pF6Z1"><span>Article</span><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-6"><a data-component="mdc-c-link" href="/industries/technology-media-and-telecommunications/our-insights/how-ai-is-helping-revolutionize-telco-service-operations" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link___lBbY1_2734c4f"><div>How AI is helping revolutionize telco service operations</div></a></h6></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg Card_card__diA2r Card_hover-effect__RGb9b"><div class="Card_wrapper-image__8b4P6"><a data-component="mdc-c-link" href="/industries/technology-media-and-telecommunications/our-insights/unlocking-the-value-of-personalization-at-scale-for-operators" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture" class="Card_wrapper-image__8b4P6"><style>.picture-uniqueKey-unloc-0 { aspect-ratio: 16/9 }</style><img alt="Unlocking the value of personalization at scale for operators" class="picture-uniqueKey-unloc-0" src="/~/media/mckinsey/industries/technology%20media%20and%20telecommunications/high%20tech/our%20insights/unlocking%20the%20value%20of%20personalization%20at%20scale%20for%20operators/standard-unlocking-personaliation.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div class="Card_wrapper-text__U6Y3k"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f Card_content-block__pF6Z1"><span>Article</span><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-6"><a data-component="mdc-c-link" href="/industries/technology-media-and-telecommunications/our-insights/unlocking-the-value-of-personalization-at-scale-for-operators" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link___lBbY1_2734c4f"><div>Unlocking the value of personalization at scale for operators</div></a></h6></div></div></div></div></div></div></div></main></div><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"locale":"en","dictionary":{},"sitecoreContext":{"route":{"name":"The AI native telco Radical transformation to thrive in turbulent times","displayName":"The AI native telco Radical transformation to thrive in turbulent times","fields":null,"databaseName":"web","deviceId":"fe5d7fdf-89c0-4d99-9aa3-b5fbd009c9f3","itemId":"9a207f3d-5ff4-44f8-98f3-d987bc35c2b8","itemLanguage":"en","itemVersion":3,"layoutId":"ae753eb4-a035-40b4-83bf-4b4438df6742","templateId":"683910db-02ba-40ba-92e7-726c880160a9","templateName":"ArticleJSS","placeholders":{"jss-main":[{"uid":"232bb7e9-289f-492d-a916-2b6185e44a84","componentName":"ArticleTemplate","dataSource":"","fields":{"data":{"articleTemplate":{"title":{"jsonValue":{"value":"The AI-native telco: Radical transformation to thrive in turbulent times"}},"sEOTitle":{"value":""},"description":{"jsonValue":{"value":"Artificial intelligence, when deployed at scale, can help telcos protect core revenues and drive margin growth. But capturing this opportunity will require a wholly different approach."}},"sEODescription":{"value":""},"displayDate":{"jsonValue":{"value":"2023-02-27T00:00:00Z"}},"body":{"value":"[[audio 1]]\n[[DownloadsSidebar]]\n\u003cp\u003e\u003cstrong\u003eArtificial intelligence (AI) is unlocking use cases\u003c/strong\u003e that are transforming industries across a wide swath of the world\u0026rsquo;s economy. From infrastructure that \u0026ldquo;self-heals\u0026rdquo; to radically reimagined (and touchless) customer service and experience; from large scale hyper-personalization to automatically created marketing messages and images leveraging Generative AI tools like ChatGPT\u0026mdash;it is all a reality today. These AI solutions can powerfully augment and sometimes radically outperform most traditional business roles.\u003c/p\u003e\n[[sidebar authors]]\n\u003cp\u003eThe impact from these solutions is becoming evident. AI leaders\u0026mdash;the top quintile of companies that have taken the McKinsey Analytics Quotient assessment\u0026mdash;have experienced a five-year revenue CAGR that is 2.1 times higher than that of peers and a total return to shareholders that is 2.5 times larger.\u003c/p\u003e\n\u003cp\u003eGiven the numerous challenges the telecom industry has faced in recent years, such as flagging revenues and ROIC, one might expect the industry would have already adopted a full transition to this technology. Yet, based on our experience with operators across the world, telcos have yet to fully embrace AI and an AI-focused mindset. Instead, models are developed once and not enhanced as the business context evolves. Machine learning (ML) is in name only, limiting the ability of the system to improve from experience. Most regrettably, AI investments are often not aligned with top-level management priorities; lacking that sponsorship, AI deployments stall, investment in technical talent withers, and the technology remains immature.\u003c/p\u003e\n\u003cp\u003eContrast this disjointed state of affairs with an AI-native organization. Here, AI is viewed as a core competency that powers decision making across all departments and organization layers. AI investments are required to enable most C-level priorities such as more personalized recommendations for customers and faster speed of answer in call centers. Top executives serve as champions of critical AI initiatives. Data and AI capabilities are managed as products, built for scalability and reusability. AI product managers, even those working on foundational products, are celebrated for the benefits they generate for the organization.\u003c/p\u003e\n\u003cp\u003eReaching this state of AI maturity is no easy task, but it is certainly within the reach of telcos. Indeed, with all the pressures they face, embracing large-scale deployment of AI and transitioning to being AI-native organizations could be key to driving growth and renewal. Telcos that are starting to recognize this is nonnegotiable are scaling AI investments as the business impact generated by the technology materializes.\u003c/p\u003e\n\u003cp\u003eWhile isolated applications of the technology can help individual departments improve, it\u0026rsquo;s AI connected holistically at all levels and departments that will be key to protecting core revenue and driving margin growth in even the most difficult of environments. Imagine the following not-so-distant scenarios:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cem\u003eCustomer focused:\u003c/em\u003e Sarah, a New Yorker, is a high average revenue per user (ARPU) customer. Aware that Sarah spends half of her phone usage time on fitness apps, the AI creates an enticing customized upgrade offer that includes a six-month credit applicable to her favorite fitness subscription and NYC-specific perks, such as a ticket to an upcoming concert sponsored by the operator. Knowing Sarah\u0026rsquo;s high digital propensity,[[footnote 1]] the AI makes the offer available to her as a digital-only promotion.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eEmployee focused:\u003c/em\u003e When Trevor, an associate in a telco mall store, logs in at the start of his shift, he receives a celebratory notification congratulating him on his high-quality interactions with customers the previous day. And because the AI detected that Trevor is underperforming peers in accessory and device protection attach rates, he receives a notification pointing him to coaching resources specifically created to enhance performance in those metrics.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eInfrastructure focused:\u003c/em\u003e Lucile, director of a capital planning team, uses AI to inform highly targeted network investment decisions based on a granular understanding of customer-level network experience scores strongly correlated to commercial outcomes (for example, churn). The AI provides tactical recommendations of what and where to build based on where customers use the network and on automatically computed thresholds after which new investments have marginal impact on experience and commercial outcomes for the operator.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eHow these possibilities could become reality is critical to consider, especially given that most telcos currently deploy AI in limited ways that will not drive sustainable, at-scale success.\u003c/p\u003e\n\u003ch2\u003eWhy now? The case for becoming AI native\u003c/h2\u003e\n\u003cp\u003eFactors supporting this move for telcos include the following:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cem\u003eIncreasing accessibility of leading AI technology:\u003c/em\u003e AI-native organizations like Meta continue to grow the open-source ecosystem by making new programming languages, data sets, and algorithms widely available. In parallel, cloud providers have developed multiple quick-to-deploy machine-learning APIs like Google Cloud\u0026rsquo;s Natural Language API. \u003ca href=\"/capabilities/quantumblack/our-insights/generative-ai-is-here-how-tools-like-chatgpt-could-change-your-business\"\u003eGenerative AI\u003c/a\u003e solutions, such as ChatGPT, that are capable of creating engaging responses to human queries are also accessible through API. These two factors, coupled with dropping costs of data processing and storage, make AI increasingly easier for organizations to leverage.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eRapid explosion of usable data:\u003c/em\u003e Operators can collect, structure, and use significantly more data directly than ever before. This information includes dataflows from individualized app usage patterns, site-specific customer experience scores, and what can be purchased or shared from partners or third parties. To answer privacy fears raised by consumers and regulators, telcos must also invest in building \u003ca href=\"/capabilities/quantumblack/our-insights/why-digital-trust-truly-matters\"\u003edigital trust\u003c/a\u003e, including actively managing data privacy and having a robust cybersecurity strategy and a framework to guide ethical deployment of AI.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eProven use cases and outcomes:\u003c/em\u003e AI-Native organizations across industries have deployed AI to achieve four critical outcomes highly relevant to operators across the world: 1) drive revenue protection and growth through personalization, 2) transform the cost structure, 3) enable a frictionless customer experience, and 4) meet new workplace demands. Operators can learn from all of them. Streaming players, for example, have long been known for providing highly curated personalized content recommendations based on past user behavior. To optimize cost and deliver a seamless customer experience, one of the leading US insurance companies leverages AI assistants to reduce and even eliminate human interactions for users to obtain coverage or cancel policies with other carriers. In turn, some of the leading tech companies in the world are known for using AI to highlight the traits of great managers and high performing teams and use those insights to train company leaders.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eTechnology investments recognized as a business driver:\u003c/em\u003e In a post-pandemic world, there is broad consensus among investors and executives that technology investments are not a mere cost center but a fundamental business driver with profound impacts on the bottom line. Despite prospects of economic turmoil and recessionary fears, IT spending is expected to increase by more than 5 percent in 2023, with technology leaders under growing pressure to demonstrate impact on company financials.[[footnote 2]]\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eOperator bets need hyper charging:\u003c/em\u003e As networks and products converge, operators are making bets on becoming cost and efficiency focused, experience-centric, or ecosystem players. AI use cases that are more relevant for each bet can give them a better chance to hypercharge and leapfrog competition.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFor the greatest payoff, this shift requires telcos to embrace the concept of the AI-native organization\u0026mdash;a structure where the technology is deeply embedded across the fabric of the entire enterprise.\u003c/p\u003e\n\u003ch3\u003eUsing AI to reimagine the core business\u003c/h3\u003e\n\u003cp\u003eTelcos have been \u003ca href=\"/industries/technology-media-and-telecommunications/our-insights/a-blueprint-for-telecoms-critical-reinvention\"\u003eunder relentless pressure over the past decade\u003c/a\u003e as traditional growth drivers eroded and economic value increasingly shifted to tech companies. By using AI to its fullest extent, operators can protect their core business from further erosion while improving margins.\u003c/p\u003e\n\u003cp\u003eAs the industry looks to leverage the power of AI, we see six themes gaining prevalence in strategic agendas based on our experience working with telcos across the world.\u003c/p\u003e\n[[disruptor1up learnmore]]\n\u003ch3\u003eHyper-personalize and architect sales and engagement\u003c/h3\u003e\n\u003cp\u003eLeveraging the breadth and depth of user-level data at their disposal, operators have been increasingly investing in \u003ca href=\"/industries/technology-media-and-telecommunications/our-insights/unlocking-the-value-of-personalization-at-scale-for-operators\"\u003eAI-enabled personalization\u003c/a\u003e and channel steering.\u003c/p\u003e\n\u003cp\u003eFor example, a hyper-personalized plan and device recommendation for each line holder could leverage granular behavioral data\u0026mdash;such as number of and engagement with apps installed and device feature usage\u0026mdash;to create individualized plan recommendations (superior network speed or streaming service add-ons), promos (\u0026ldquo;Receive unlimited prepaid data to be used for a music streaming service for only $5 per month\u0026rdquo;), and messaging for specific devices, locations, and events (\u0026ldquo;Upgrade to the latest device featuring built-in VR\u0026rdquo;). Subsequently, using audience segmentation tools, customers can be guided to channels that offer an engaging experience while driving the most profitable sales outcome for the telco. A subscriber, for example, with low-digital propensity,[[footnote 3]] high ARPU, and high churn risk who is living within a few miles of a store, might be a good candidate to nudge to a device upgrade in-store, leading to better customer experience and potentially stronger loyalty for the operator. Or consider a different scenario: this subscriber uses an advanced 5G network in New York City and is a regular user of fitness apps who travels frequently outside the country. As a result, her telco offers a personalized plan recommendation with superior network access, top fitness app subscription perks, and an attractive international data plan.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eCase study: An Asia\u0026ndash;Pacific operator that launched a comprehensive customer value management transformation powered by AI (with personalization at the core) achieved a more than 10 percent reduction in customer churn and a 20 percent uptake in cross-sell.\u003c/em\u003e\u003c/p\u003e\n\u003ch3\u003eReimagine proactive service\u003c/h3\u003e\n\u003cp\u003eEarlier investments in digital infrastructure combined with predictive and prescriptive AI capabilities enable operators to develop a personalized service experience based on autonomous resolution and proactive outreach.\u003c/p\u003e\n\u003cp\u003eWith fully autonomous resolution, for example, the system can predict and resolve potential sources of customer dissatisfaction before they are even encountered. After noticing a customer is accruing roaming charges while traveling abroad, the AI system automatically applies the optimal roaming package to her monthly bill to minimize charges. It then follows up with a personalized bill explanation detailing the package optimization and resulting savings for the customer, leading to a surprising and positive CX moment.\u003c/p\u003e\n\u003cp\u003eOperators are also exploring the redesign of digital service journeys with the help of AI assistants serving as digital concierges. Generative AI technologies, including tools such as ChatGPT, have the potential to enhance existing bots through better understanding of more complex customer intents, more empathetic conversations, and better summarization capabilities (For example, when a bot needs to handover a customer interaction to a human rep). A single unified AI assistant will likely also represent a step change in speed, accuracy, and engagement compared to the interactive voice response systems of today.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"/industries/technology-media-and-telecommunications/our-insights/how-ai-is-helping-revolutionize-telco-service-operations\"\u003eAn AI-powered service organization\u003c/a\u003e is a key ingredient to releasing the full capacity of specialized reps for high-value interactions while improving overall customer experience\u0026mdash;one of the key battlegrounds for telcos around the world.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eCase study: A leading telco is expected to achieve an approximately 10 percent decrease in device troubleshooting calls, powered by a proactive AI engine that considers the customer\u0026rsquo;s likelihood of calling and issue severity to decide whether to push the most effective resolution via SMS. This proactive engine is also a key element of the operator\u0026rsquo;s ambition to have the highest customer satisfaction scores among competitors.\u003c/em\u003e\u003c/p\u003e\n\u003ch3\u003eBuild the store of the future\u003c/h3\u003e\n\u003cp\u003eIn retail, AI is leading a revolution in the design and running of stores by streamlining operations and elevating the consumer experience.\u003c/p\u003e\n\u003cp\u003eSome telcos already use virtual retail assistants displayed on floor screens to conduct multiple transactions with customers, including adding balance to a prepaid account and selling prepaid cards and TV subscriptions. A leading European telco leverages AI tools for delivering more-accurate device grading and trade-ins in the store. The store of the near future includes the following components:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cem\u003eFront of house:\u003c/em\u003e Aisle layout and product placement are optimized based on browsing patterns analyzed by machine vision. Digital signage is made relevant to individual customers who are in-store and identified through biometric or geofencing technology. Interactive kiosks serve up personalized promos, service assistance, and wait-time forecasts. Customers are matched with reps who are given nudges with personalized info likely to spark the best interaction and lead to a truly seamless customer experience.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eBack of house:\u003c/em\u003e Device SKUs are automatically managed to optimize inventory and sales. Stores stock curated assortments based on local preferences surfaced in sales analytics. AI tools such as computer-vision-based grading allows for immediate price guarantees on devices that are traded in.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eOutside:\u003c/em\u003e Consumers walking near the store receive text or push notifications with a personalized promotion and an invitation to check the product in-store.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cem\u003eCase study: An Asian telco launched a 5G virtual retail assistant in unmanned pop-up stores. The digital human communicates with customers in a personal and friendly way with engaging facial expressions and body language. She supports customers across multiple transactions, from buying prepaid cards to getting SIM card replacements.\u003c/em\u003e\u003c/p\u003e\n\u003ch3\u003eDeploy a self-healing, self-optimizing network\u003c/h3\u003e\n\u003cp\u003eThe AI-native telco will leverage technology to optimize decision making across the network life cycle stages, from planning and building to running and operating. In the planning and building stages, for example, AI can be used to prioritize site-level capacity investments based on granular data, such as customer-level network experience scores.\u003c/p\u003e\n\u003cp\u003eIn the running and operating phases, AI can prioritize the dispatching of emergency crews based on potential revenue loss or impact on customer experience. AI can also enable a self-healing network, which automatically fixes faults\u0026mdash;for example, auto-switching customers from one carrier frequency to another because the former was expected to become clogged. This frees up engineering resources for higher-value-added activities.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eCase study: A telecom operator developed an AI-based customer network experience \u0026ldquo;score\u0026rdquo; to improve its understanding of how customers perceive their network and to inform network deployment decisions. The AI engine leveraged granular network-level information for every line (e.g., signal strength, throughput) with an ML model to create the score tailored to each customer\u0026rsquo;s individual network experience and expectations. The operator used the score, which directly correlated with impact metrics such as customer churn or network care tickets, to monitor network performance trending (how the score fluctuated in different regions), to identify opportunities to refine its buildout plan, and to improve how it managed its customer base.\u003c/em\u003e\u003c/p\u003e\n[[disruptor1up readnext]]\n\u003ch3\u003eImprove frontline productivity\u003c/h3\u003e\n\u003cp\u003eThe AI-native telco also uses AI-enabled tools to optimize workforce planning and coaching of frontline employees across multiple teams, including field force, customer service, and retail associates.\u003c/p\u003e\n\u003cp\u003eFor workforce planning, AI tools enhance traditional applications by forecasting across supply-and-demand metrics for monthly, daily, and intraday time horizons with higher accuracy, more granularity, and full automation. \u003ca href=\"/capabilities/operations/our-insights/smart-scheduling-how-to-solve-workforce-planning-challenges-with-ai\"\u003eSmart scheduling\u003c/a\u003e matches supply with demand, such as reps needed in a call center during particularly busy periods, to meet service level targets as well as customers\u0026rsquo; expectations.\u003c/p\u003e\n\u003cp\u003eActing as an intelligent coaching manager, \u003ca href=\"/capabilities/operations/our-insights/how-ai-driven-nudges-can-transform-an-operations-performance\"\u003ean AI-enabled nudge engine\u003c/a\u003e provides personalized celebratory and improvement opportunity nudges to employees and their supervisors (Exhibit 1). Coupled with advancements in Generative AI, the impact of the AI nudge-engine might go even further by, for example, simulating customer responses under different scenarios to train reps.\u003c/p\u003e\n[[exhibit 1]]\n\u003cp\u003e\u003cem\u003eCase study: A telco operator deployed an AI-enabled scheduling and coaching solution for technicians servicing copper and fiber customers. Resulting efficiency gains included 10 to 20 percent capacity generation and improved customer satisfaction scores.\u003c/em\u003e\u003c/p\u003e\n\u003ch3\u003ePower intelligent internal operations\u003c/h3\u003e\n\u003cp\u003eAI-powered insights will enhance decision making across business functions, beyond the automation of standardized or low-complexity tasks. In finance, for example, AI can flag outlier invoices for further inspection, while on the accounts receivable side it can predict customers likely to default, triggering mitigating actions. In HR, AI can help flag employees with high attrition or absenteeism risk and the respective drivers while also helping identify informal influencers who can lead change management efforts. Generative AI solutions can help with the development of product marketing copy, the synthesis of customer feedback for research purposes or even enable business users to write simple code to quickly adjust IT applications.\u003c/p\u003e\n\u003cp\u003eOverall, involving AI in decision making and execution results in higher speed and consistency. Its benefits can be felt everywhere, from contract management and supplier search to onboarding and IT maintenance.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eCase study: A UK-based transportation company deployed AI to identify the main drivers of employee attrition and absenteeism. The company then developed targeted interventions for each of the drivers with an estimated 20 to 25 percent reduction in sick pay and attrition costs.\u003c/em\u003e\u003c/p\u003e\n\u003ch2\u003eSuccess factors of AI-native transformation\u003c/h2\u003e\n\u003cp\u003eThe \u003cem\u003ewhat\u003c/em\u003e of envisioning being AI native is the relatively easier part of this journey; the \u003cem\u003ehow\u003c/em\u003e of making the possibilities reality is the tougher challenge. Working on multiyear projects with operators across the world, we\u0026rsquo;ve identified critical best practices in three areas that are the hallmarks of a successful AI-native transformation: building AI, managing it, and driving its adoption.\u003c/p\u003e\n\u003ch3\u003eBuilding AI best practices\u003c/h3\u003e\n\u003cp\u003eDeveloping transformative AI requires a carefully-calibrated approach that follows these core guidelines:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eBuild core AI capabilities in a modular fashion and with reusability in mind, with the potential to be deployed across multiple contexts in the operator. A core forecasting engine, for instance, can be deployed both in a call center and in a retail setting. This will drive higher ROI for AI investments by decreasing time to deploy and preventing duplication of work.\u003c/li\u003e\n \u003cli\u003eTightly integrate AI capabilities with one another based on a model architecture approach that interconnects different AI models to maximize value generation and promote reusability. For example, a digital propensity model will be built as a core model that becomes an input into multiple customer-facing models.\u003c/li\u003e\n \u003cli\u003eUse digital twins as the foundation for all AI. Digital twins\u0026mdash;virtual representations of a physical asset, person, or process with a data product at its core\u0026mdash;are the key to unlocking reusable AI. The data in a digital twin is intentionally structured and modeled to enable easy, reusable consumption and governance across needs, and to serve as the single source of truth for all models (Exhibit 2).\u003c/li\u003e\n\u003c/ul\u003e\n[[exhibit 2]]\n\u003cul\u003e\n \u003cli\u003eImplement machine learning operations (MLOps) best practices to shorten the analytics development life cycle and increase model stability. MLOps typically involve automating the \u003ca href=\"/capabilities/quantumblack/our-insights/scaling-ai-like-a-tech-native-the-ceos-role\"\u003eintegration and deployment of code underlying AI capabilities\u003c/a\u003e.\u003c/li\u003e\n \u003cli\u003eRethink the tech talent strategy holistically. Without a deep bench of engineering talent, an AI-native ambition will remain a mirage. Employers should consider expanding their sourcing net to a wider range of universities and learning environments. It\u0026rsquo;s also critical to improve conditions that developers work under, because developer experience is a top factor in determining an employer\u0026rsquo;s attractiveness.[[footnote 4]] Constraints on which programming languages and cloud providers\u0026rsquo; tools can be used, for example, can have meaningful impact on a developer\u0026rsquo;s decision to recruit for and stay with an organization, as well as on the \u003ca href=\"/industries/technology-media-and-telecommunications/our-insights/developer-velocity-how-software-excellence-fuels-business-performance\"\u003edeveloper\u0026rsquo;s productivity\u003c/a\u003e. Because tech talent needs are multifaceted, operators should launch a comprehensive list of initiatives across the employee life cycle.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003eManaging AI best practices\u003c/h3\u003e\n\u003cp\u003eMaintaining and improving AI capabilities depends on an experimental, iterative mindset focused squarely on product and tech innovation.\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eTreat AI capabilities as true products by assigning \u003ca href=\"/industries/technology-media-and-telecommunications/our-insights/what-separates-top-product-managers-from-the-rest-of-the-pack\"\u003ededicated product managers\u003c/a\u003e to oversee them. PMs act as translators between the technical and business teams and are mandated to own the product continuously and develop opportunities to improve it. They ensure that it\u0026rsquo;s never built as a onetime solution.\u003c/li\u003e\n \u003cli\u003eSet up AI labs for fast experimentation. Dedicated teams of PMs and data scientists or engineers are granted expedited approval to experiment with new models, test for feasibility, and validate business value before scaling.\u003c/li\u003e\n \u003cli\u003eRefresh the AI tech stack at least annually to take advantage of new developments. In recent years, there have been significant enhancements in tooling that drastically transformed AI workflows.\u003c/li\u003e\n \u003cli\u003eSpeed up IT and Data Modernization efforts (the complexity of which often slows down AI transformations) by leveraging reference architectures that have been road-tested in multiple transformations across industries. Moreover, build the target cloud-native data architecture following an iterative approach, focused on enhancing the components required for the priority AI use cases first (e.g., data streaming might be key to unlock fraud detection use cases).\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003eDriving AI adoption best practices\u003c/h3\u003e\n\u003cp\u003eTaking a comprehensive approach focused on both what goes into and comes out of models is critical for fostering growing usage of AI:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eEnsure AI solutions are considered \u003ca href=\"/capabilities/quantumblack/our-insights/mozillas-mark-surman-lets-make-ai-as-trustworthy-as-seatbelts\"\u003etrustworthy AI\u003c/a\u003e, including dimensions such as model explainability, accountability for the outcomes of AI models, and technical robustness.\u003c/li\u003e\n \u003cli\u003eMake change management a day one focus. Operators need to involve end users of AI-enabled insights through all the stages of the model development life cycle and invest in formal and informal capability building. Operators will also need to take a hard look at replacing and revamping existing processes as well as management practices and roles to be centered around AI.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2\u003eNext steps toward building the AI-native telco\u003c/h2\u003e\n\u003cp\u003eIn many industries, companies have used AI to make their operations more efficient, drive material enhancements in customer experience, and ultimately used it to bring innovative products and services to market more quickly. Operators can learn from these industries and invest in AI to improve their competitiveness in the coming years of economic uncertainty and competitive turmoil. Many operators have already started to do so.\u003c/p\u003e\n\u003cp\u003eOrganizations that talk about adopting AI but move at a slow pace, hoping that a few innovation projects developed at the fringes of the organization and in silos that will come together to create a snowball effect to holistically change how technology informs business decision making, are likely to fail.\u003c/p\u003e\n\u003cp\u003eUltimately, the biggest drivers of AI adoption will be CEO-level sponsorship and full executive alignment throughout the AI-native transformation. The art of the possible with the technology has long surpassed what companies have been able to absorb. Without active support from the top level to proactively address organizational inertia, communicate an engaging change story, model new behavior, promote capability building, and make commitments on the required long-term technological investments, AI-native transformation efforts will not succeed.\u003c/p\u003e\n\u003cp\u003eThe journey to becoming AI native will require operators to create a strategic vision and road map that excites and mobilizes the organization, build priority AI capabilities to gain momentum, and bring everyone together to ensure operating model and change management are set up to drive adoption. Embracing large-scale AI deployment across the organization will follow.\u003c/p\u003e\n\u003cp\u003eThe journey is long and requires commitment, but operators that embrace the path to becoming AI native are more likely to emerge as leaders in the next horizon of transformation.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eThis article was revised on December 19, 2023 to include a new case study on deploying a self-healing, self-optimizing network.\u003c/em\u003e\u003c/p\u003e"},"isFullScreenInteractive":{"boolValue":false},"hideStickySocialShareBar":{"boolValue":false},"desktopID":{"value":""},"mobileID":{"value":""},"desktopURL":{"value":""},"mobileURL":{"value":""},"desktopPaddingPercentage":{"value":""},"mobilePaddingPercentage":{"value":""},"desktopOverrideHeight":{"value":""},"mobileOverrideHeight":{"value":""},"cerosOembedURL":{"value":""},"cerosRenderMode":{"targetItem":null},"cerosBackgroundColor":{"targetItem":null},"hideByLine":{"boolValue":true},"tableOfContentsTitle":{"value":"TABLE OF CONTENTS"},"accessStatus":{"targetItem":{"key":{"value":"RegisteredUsers"},"value":{"value":"Registered Users"}}},"articleType":{"targetItem":{"displayName":"Article"}},"hasSpecialReport":{"boolValue":false},"contentType":{"targetItem":{"displayName":"Article"}},"sourcePublication":{"targetItem":null},"externalPublication":{"value":""},"mobileReady":{"boolValue":true},"forClientsOnly":{"boolValue":false},"excludeFromClientLink":{"boolValue":false},"originalPublishDate":{"jsonValue":{"value":"2023-02-27T00:00:00Z"}},"footnotes":{"value":"\u003col\u003e\n \u003cli\u003ePreference to transact and engage in digital channels, such as websites and mobile apps.\u003c/li\u003e\n \u003cli\u003e\u0026ldquo;2023 CIO and Technology Executive Survey,\u0026rdquo; Gartner, October 18, 2022.\u003c/li\u003e\n \u003cli\u003eSomeone who prefers to transact in, and use, assisted channels, such as retail stores and call centers.\u003c/li\u003e\n \u003cli\u003eDavid Gibson, \u0026ldquo;New data: What developers look for in future job opportunities,\u0026rdquo; \u003cem\u003eStack Overflow\u003c/em\u003e, December 7, 2021.\u003c/li\u003e\n\u003c/ol\u003e"},"contributoryPractice":{"targetItems":[{"displayName":"Technology, Media \u0026 Telecommunications"}]},"aboutTheAuthors":{"value":"\u003cp\u003e\u003cstrong\u003eJoshan Abraham\u003c/strong\u003e is an associate partner in McKinsey\u0026rsquo;s New York office, where \u003cstrong\u003eMiguel Frade\u003c/strong\u003e is a consultant and \u003cstrong\u003e\u003ca href=\"/our-people/tomas-lajous\"\u003eTom\u0026aacute;s Lajous\u003c/a\u003e\u003c/strong\u003e is a senior partner. \u003cstrong\u003e\u003ca href=\"/our-people/jorge-amar\"\u003eJorge Amar\u003c/a\u003e\u003c/strong\u003e is a partner in the Miami office and \u003cstrong\u003e\u003ca href=\"/our-people/yuval-atsmon\"\u003eYuval Atsmon\u003c/a\u003e\u003c/strong\u003e is a senior partner in the London office.\u003c/p\u003e"},"authors":{"targetItems":[{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"7E9BFDC42F674C128D7C3378E43C86AF","name":"Joshan Abraham","authorTitle":{"value":"Joshan Abraham"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[]}},{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"352064000D1644CCA735161777B65FF3","name":"Jorge Amar","authorTitle":{"value":"Jorge Amar"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[{"standardImage":{"src":"/~/media/mckinsey/our people/jorge amar/jorge-amar_profile_1536x1152.jpg","alt":"Jorge Amar"},"emailLinks":{"value":"Jorge_Amar@mckinsey.com"},"linkedInUrl":{"value":""},"description":{"value":"Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling costs"},"locations":{"targetItems":[{"name":"Miami","displayName":"Miami"}]},"firmTitle":{"value":"Senior Partner"},"thumbnailImage":{"alt":"Jorge Amar","src":"/~/media/mckinsey/our people/jorge amar/jorge-amar_profile_1536x1152.jpg"},"url":{"path":"/our-people/jorge-amar"}}]}},{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"38BA1486004D4357A461B25E78503485","name":"Yuval Atsmon","authorTitle":{"value":"Yuval Atsmon"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[{"standardImage":{"src":"/~/media/mckinsey/our people/yuval atsmon/yuval-atsmonv_profile2_1536x1152.jpg","alt":"Yuval Atsmon"},"emailLinks":{"value":"Yuval_Atsmon@mckinsey.com"},"linkedInUrl":{"value":"https://www.linkedin.com/in/yuvalatsmon/"},"description":{"value":"Advises companies on strategy and growth-led transformations, and leads McKinsey’s global finance function"},"locations":{"targetItems":[{"name":"London","displayName":"London"}]},"firmTitle":{"value":"Senior Partner, and Chief Financial Officer"},"thumbnailImage":{"alt":"Yuval Atsmon","src":"/~/media/mckinsey/our people/yuval atsmon/yuval-atsmonv_headshot2_988x741.jpg"},"url":{"path":"/our-people/yuval-atsmon"}}]}},{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"9117CC8709F34379A8377DA50E7E4B7C","name":"Miguel Frade","authorTitle":{"value":"Miguel Frade"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[]}},{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"6A33FDD9B8D0407898DCBB76C586AECB","name":"Tomas Lajous","authorTitle":{"value":"Tomás Lajous"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[{"standardImage":{"src":"/~/media/mckinsey/our people/tomas lajous/7312019/tomaslajous_2805_fc-mask_profile_1536x1152.png","alt":""},"emailLinks":{"value":"Tomas_Lajous@mckinsey.com"},"linkedInUrl":{"value":"https://www.linkedin.com/in/tomaslajous"},"description":{"value":"Advises telecommunications, digital infrastructure, and private-equity clients, focusing on corporate and business unit strategy, AI, regulation, and M\u0026A"},"locations":{"targetItems":[{"name":"New York","displayName":"New York"}]},"firmTitle":{"value":"Senior Partner"},"thumbnailImage":{"alt":"Tom Latkovic","src":"/~/media/mckinsey/our people/tomas lajous/7312019/tomaslajous_2805_fc-mask_headshot_988x741.png"},"url":{"path":"/our-people/tomas-lajous"}}]}}]},"nonPartnerAuthors":{"targetItems":[]},"interactiveToUse":{"targetItem":null},"enableArticleComponents":{"boolValue":false},"relatedArticles":{"targetItems":[{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"Digital twins: The foundation of the enterprise metaverse"},"url":{"path":"/capabilities/mckinsey-digital/our-insights/digital-twins-the-foundation-of-the-enterprise-metaverse"},"eyebrow":{"targetItem":{"name":"Interactive"}},"articleType":{"targetItem":{"name":"Interactive"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"Companies can leverage digital twins in a way that delivers significant value today\u0026mdash;while building the engine for the enterprise metaverse of tomorrow."},"standardImage":{"src":"/~/media/mckinsey/business functions/mckinsey digital/our insights/digital twins the foundation of the enterprise metaverse/digitaltwins-hero-thumb-1536x1536.jpg","alt":"\"\""},"heroImage":null,"thumbnailImage":null},{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"How AI is helping revolutionize telco service operations"},"url":{"path":"/industries/technology-media-and-telecommunications/our-insights/how-ai-is-helping-revolutionize-telco-service-operations"},"eyebrow":{"targetItem":{"name":"Article"}},"articleType":{"targetItem":{"name":"Article"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"Solutions that enable advanced retail experiences, smarter scheduling, self-healing, and better coaching can reduce complexity, lower costs, and make both customers and employees happier."},"standardImage":{"src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/how ai is helping revolutionize telco service operations/standard-service-ops.png","alt":"How AI is helping revolutionize telco service operations"},"heroImage":null,"thumbnailImage":null},{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"Unlocking the value of personalization at scale for operators"},"url":{"path":"/industries/technology-media-and-telecommunications/our-insights/unlocking-the-value-of-personalization-at-scale-for-operators"},"eyebrow":{"targetItem":{"name":"Article"}},"articleType":{"targetItem":{"name":"Article"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"In saturated, competitive telecom markets, harnessing the full potential of analytics-driven customer value management will be the key driver of future growth. Five elements will be essential to the task."},"standardImage":{"src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/unlocking the value of personalization at scale for operators/standard-unlocking-personaliation.jpg","alt":"Unlocking the value of personalization at scale for operators"},"heroImage":null,"thumbnailImage":null}]},"useEnhancedAuthors":{"boolValue":false},"acknowledgements":{"value":""},"showSocialShareFooter":{"boolValue":false},"template":{"id":"683910db-02ba-40ba-92e7-726c880160a9"},"hideFromSearchEngines":{"boolValue":false},"heroFiftyFiftyBackground":{"targetItem":null},"backgroundColor":{"targetItem":null},"gradientDirection":{"targetItem":{"key":{"value":"Bottom Right"},"value":{"value":"bottom-right"}}},"hideStickySubscriptionBar":{"value":false},"enableRegWall":{"boolValue":false},"timer":{"value":"8"},"regWallHeading":{"value":""},"showGoToHomeLink":{"boolValue":false},"regWallDescription":{"value":""},"isInsightsStorePage":{"boolValue":false},"enableRatingsForArticleBody":{"boolValue":false},"enableRatingsForMostPopular":{"boolValue":false},"selectedModalSubscriptions":{"targetItems":[]},"link1":{"queryString":"","className":"","anchor":"","linkType":"internal","url":"","text":"","targetItem":null},"link2":{"queryString":"","className":"","anchor":"","linkType":"internal","url":"","text":"","targetItem":null},"link3":{"queryString":"","className":"","anchor":"","linkType":"internal","url":"","text":"","targetItem":null},"link4":{"queryString":"","className":"","anchor":"","linkType":"internal","url":"","text":"","targetItem":null},"link5":{"queryString":"","className":"","anchor":"","linkType":"internal","url":"","text":"","targetItem":null},"fullReportPDF":{"name":"Full Report PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"fullReportPDFDisplayName":{"value":""},"appendixPDF":{"name":"Appendix PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"appendixPDFDisplayName":{"value":""},"articlePDF":{"name":"Article PDF","src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times.pdf","displayName":"The-AI-native-telco-Radical-transformation-to-thrive-in-turbulent-times","title":"","keywords":"","description":"","extension":"pdf","mimeType":"application/pdf","size":370043,"pageCount":"9","thumbnailImageSrc":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times_thumbnail.jpeg"},"briefingNotePDF":{"name":"Briefing Note PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"discussionPapersPDF":{"name":"Discussion Papers PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"executiveSummaryPDF":{"name":"Executive Summary PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"executiveSummaryPDFDisplayName":{"value":""},"researchPreviewPDF":{"name":"Research Preview PDF","src":null,"displayName":null,"title":null,"keywords":null,"description":null,"extension":null,"mimeType":null,"size":null,"pageCount":null,"thumbnailImageSrc":""},"heroImage":{"src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/hero-gettyimages-1383032528.jpg","alt":"Getting over the hump - stock photo"},"standardImage":{"src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/thumb-gettyimages-1383032528.jpg","alt":"Getting over the hump - stock photo"},"heroImageTopOffset":{"value":""},"headerOverlayOpacity":{"targetItem":null},"heroType":{"targetItem":null},"photoOverlayOpacity":{"targetItem":null},"hideHero":{"boolValue":false},"renderStackedHeroLayoutForMobile":{"boolValue":false},"articleHeroVideoId":{"value":""},"podcastHeroOmnyAudioID":{"value":""},"heroBespokeInteractiveID":{"value":""},"bespokeHeroRenderMode":{"targetItem":null},"audio":{"results":[{"id":"DA9FAF26EE194A07A52084C2DE0FD800","omnyPlayerAudioURL":{"value":""},"iTunesURL":{"value":""},"soundcloudAudioFile":{"value":"1464893554"},"displayNumber":{"value":""},"headline":{"jsonValue":{"value":""}},"mediaEyebrow":{"jsonValue":{"value":""}},"description":{"jsonValue":{"value":""}},"libraryAudioFile":{"src":null},"renderMode":{"targetItem":{"key":{"value":"Center"},"value":{"value":"small-span-center"}}},"hideMediaEyebrow":{"boolValue":true},"mediaID":{"value":"1"},"template":{"name":"Audio"}}]},"disruptor1up":{"results":[{"title":{"value":"Would you like to learn more about our \u003ca href=\"/industries/technology-media-and-telecommunications/how-we-help-clients\"\u003eTechnology, Media \u0026amp; Telecommunications Practice\u003c/a\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"LinkType":"internal","Title":"","Text":"Visit our Telecommunications Operators page","Url":"/industries/technology-media-and-telecommunications/how-we-help-clients/telecommunications-operators","Target":"","CssClass":"","QueryString":"","Anchor":"","LinkTitle":"Telecommunications Operators"}]}},"mediaID":{"value":"learnmore"},"template":{"name":"Disruptor 1Up"}},{"title":{"value":"The state of AI in 2022\u0026mdash;and a half decade in review"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/business functions/quantumblack/our insights/the state of ai in 2022 and a half decade in review/thumb-ai-survey-2022.jpg","alt":"digital lines stock photo"},"moreLinks":{"jsonValue":{"value":[{"LinkType":"internal","Title":"","Text":"Read the survey","Url":"/capabilities/quantumblack/our-insights/the-state-of-ai-in-2022-and-a-half-decade-in-review","Target":"","CssClass":"","QueryString":"","Anchor":"","LinkTitle":"The state of AI in 2022\u0026mdash;and a half decade in review"}]}},"mediaID":{"value":"readnext"},"template":{"name":"Disruptor 1Up"}},{"mediaID":{"value":"cop"},"title":{"value":"Explore COP29 with McKinsey"},"description":{"value":"Join our series of dynamic virtual events during COP29. Discover new research, practical strategies, and collaborations across sectors to move climate action beyond why to how."},"image":{"src":"/~/media/mckinsey/business functions/sustainability/how we help clients/cop/cop29/cop_29_thumb.jpg","alt":"McKinsey at COP29"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Register","Title":"","Url":"https://mckinsey.cventevents.com/Q2MVE1?rt=RrQJ1iBSfEiqSK7N9VAGCw\u0026RefId=cop"}]}}},{"mediaID":{"value":"attheedge"},"title":{"value":"Subscribe to the \u003cem\u003eAt the Edge\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/at-the-edge/id1612870236"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3SnUcezwM20nKnzqvUl6iF"}]}}},{"mediaID":{"value":"authortalks"},"title":{"value":"Visit \u003cem\u003e\u003ca href=\"/featured-insights/mckinsey-on-books/author-talks\"\u003eAuthor Talks\u003c/a\u003e\u003c/em\u003e to see the full series."},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/author talks/authortalks_1536x1536_v1.png","alt":"Author Talks"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/author-talks"}]}}},{"mediaID":{"value":"COVID"},"title":{"value":"Explore McKinsey’s ongoing coverage of the pandemic"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/business functions/risk/our insights/covid 19 implications for business/implications-briefing-note-4-standard-1536x1536.jpg","alt":"COVID-19: Implications for business"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Read more about the business impact of coronavirus and how organizations can respond","Title":"","Url":"/featured-insights/coronavirus-leading-through-the-crisis"}]}}},{"mediaID":{"value":"CE"},"title":{"value":"Customer experience"},"description":{"value":"More insight into creating competitive advantage by putting customers first and managing their journeys."},"image":{"src":"/~/media/mckinsey/industries/public and social sector/our insights/customer experience/customer-experience_22934010_1536x864.jpg","alt":"Customer experience"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":""}]}}},{"mediaID":{"value":"driversofdisruption"},"title":{"value":"Want to subscribe to \u003ca href=\"/features/mckinsey-center-for-future-mobility/our-insights/drivers-of-disruption\"\u003e\u003cem\u003eDrivers of Disruption\u003c/em\u003e\u003c/a\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/drivers-of-disruption/id1687257324"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5fWXzWmVKacc5I7u9CQsah?si=KQ-wUOSyQlqcnfexExiH9Q\u0026nd=1"}]}}},{"mediaID":{"value":"JOL"},"title":{"value":"The Journey of Leadership"},"description":{"value":"\u003cstrong\u003eHow CEOs Learn to Lead from the Inside Out\u003c/strong\u003e\u003cbr /\u003e\nBy \u003ca href=\"/our-people/dana-maor\"\u003eDana Maor\u003c/a\u003e, \u003ca href=\"https://www.linkedin.com/in/hanswernerkaas\"\u003eHans-Werner Kaas\u003c/a\u003e, \u003ca href=\"/our-people/kurt-strovink\"\u003eKurt Strovink\u003c/a\u003e, and \u003ca href=\"/our-people/ramesh-srinivasan\"\u003eRamesh Srinivasan\u003c/a\u003e"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/journey of leadership/journey-of-leadership-book-cover-1536x1536.jpg","alt":"The Journey of Leadership book cover"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/journey-of-leadership"}]}}},{"mediaID":{"value":"surveys"},"title":{"value":"McKinsey\u0026rsquo;s original survey research"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey global surveys/mck-global-survey-landing-1284442931-thumb-1536x1536.jpg","alt":"McKinsey Global Surveys"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Read more","Title":"","Url":"/featured-insights/mckinsey-global-surveys"}]}}},{"mediaID":{"value":"healthcarepodcast"},"title":{"value":"Want to subscribe to \u003cem\u003eMcKinsey on Healthcare\u003c/em\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-healthcare/id1469979748"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3y1AgAilV4E5Jz0x4wD9O2?si=mLCTUQ2ORTS_LC5gW_htlA\u0026dl_branch=1"}]}}},{"mediaID":{"value":"myleadershipjourney"},"title":{"value":"My Leadership Journey"},"description":{"value":"A series of conversations with leaders about the people and experiences that shaped them"},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/our insights/my leadership journey/my leadership journey collection page_131575496_thumb_1536x1536.jpg","alt":"My Leadership Journey"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/my-leadership-journey"}]}}},{"mediaID":{"value":"lessonsfromleaders"},"title":{"value":"State of Organizations: Lessons from leaders"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/our insights/state of org lessons from leaders/soo-chapter-2-872507320-standard-1536x1536.jpg","alt":"\"\""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore more interviews","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/lessons-from-leaders"}]}}},{"mediaID":{"value":"stateoforg"},"title":{"value":"The State of Organizations 2023"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Report overview","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/the-state-of-organizations-2023"}]}}},{"mediaID":{"value":"titaniumeconomy"},"title":{"value":"The Titanium Economy"},"description":{"value":"How Industrial Technology Can Create a Better, Faster, Stronger America\u003cbr /\u003e\nBy \u003ca href=\"/our-people/asutosh-padhi\"\u003eAsutosh Padhi\u003c/a\u003e, Gaurav Batra, and \u003ca href=\"https://fernweh.com/nick-santhanam/\"\u003eNick Santhanam\u003c/a\u003e"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/the titanium economy/titanium_3d-1536x1536-hero-trans.png","alt":"The Titanium Economy Book cover"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/the-titanium-economy"}]}}},{"mediaID":{"value":"GII"},"title":{"value":"Global Infrastructure Initiative"},"description":{"value":"Convening global leaders in infrastructure and capital projects in pursuit of new solutions"},"image":{"src":"/~/media/mckinsey/business functions/operations/our insights/the global infrastructure initiative/jpg-cpi-improving-construction-productivity-1536x864.jpg","alt":"Improving construction productivity"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Learn more","Title":"","Url":"http://www.globalinfrastructureinitiative.com/"}]}}},{"mediaID":{"value":"FOApodcast"},"title":{"value":"Subscribe to \u003ca href=\"/featured-insights/future-of-asia/future-of-asia-podcasts\"\u003e\u003cem\u003eFuture of Asia Podcasts\u003c/em\u003e\u003c/a\u003e"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/future-of-asia/id1480316959"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/2CZX4AR2DT4hQCFKJG0cCv?si=B20tkrOmQYymuCUhKCQOwA"}]}}},{"mediaID":{"value":"logisticsdisruptors"},"title":{"value":"Logistics Disruptors"},"description":{"value":"Meet the companies shaping how goods will move tomorrow."},"image":{"src":"/~/media/mckinsey/industries/travel logistics and infrastructure/our insights/logistics disruptors/tli-logistics-disruptors-1536x1536.jpeg","alt":"illustration autonomous truck driving off into the future"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/travel-logistics-and-infrastructure/our-insights/logistics-disruptors"}]}}},{"mediaID":{"value":"mckinseyexplainers"},"title":{"value":"Looking for direct answers to other complex questions?"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey explainers/mckinseyexplainers-flat-thumb-1536x1536.jpg","alt":"Circular, white maze filled with white semicircles."},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore the full McKinsey Explainers series","Title":"","Url":"/featured-insights/mckinsey-explainers"}]}}},{"mediaID":{"value":"livesandlegacies"},"title":{"value":"\u003cem\u003e\u003ca href=\"/featured-insights/mckinsey-on-lives-and-legacies\"\u003eMcKinsey on Lives \u0026amp; Legacies\u003c/a\u003e\u003c/em\u003e"},"description":{"value":"Highlighting the lasting impact of leaders and executives"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey on lives and legacies/lives-and-legacies-landing-page-thumb-1536x1536.jpg","alt":"McKinsey on Lives \u0026 Legacies"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore previous obituaries","Title":"","Url":"/featured-insights/mckinsey-on-lives-and-legacies"}]}}},{"mediaID":{"value":"Strategy"},"title":{"value":"Strategy in a digital age"},"description":{"value":"Our series on developing corporate and business-unit strategies in a digitally disrupted world."},"image":{"src":"/~/media/mckinsey/business functions/mckinsey digital/our insights/strategy in a digital age/digital-strategy_1536x864_flexpromoimage.jpg","alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"View the collection","Title":"","Url":"/featured-insights/strategy-in-a-digital-age"}]}}},{"mediaID":{"value":"great"},"title":{"value":"The great re-make: Manufacturing for modern times"},"description":{"value":"This 21-article compendium gives practical insights for manufacturing leaders looking to keep a step ahead of today\u0026rsquo;s disruptions."},"image":{"src":"/~/media/mckinsey/business functions/operations/our insights/the great remake manufacturing for modern times/jpg-ops-dm-compendium-cover-1536x864.jpg","alt":"The great re-make: Manufacturing for modern times"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"View the collection","Title":"","Url":"/capabilities/operations/our-insights/the-great-re-make-manufacturing-for-modern-times-compendium"}]}}},{"mediaID":{"value":"futureofamerica"},"title":{"value":"Subscribe to the \u003cem\u003eFuture of America\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/future-of-america/id1616517376"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/0FpeyjojJTKf2hVtQ3otah"}]}}},{"mediaID":{"value":"governmentpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Government\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-government/id1573645359"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/61XsO4B2ersroMft8t3KSq"}]}}},{"mediaID":{"value":"podcast"},"title":{"value":"Want to subscribe to the McKinsey Podcast?\n"},"description":{"value":"\u003cdiv class=\"cta-container -align-horizontal\"\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eGoogle Play\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eiTunes\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eStitcher\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn mck-rss-icon\"\u003eRSS\u003c/a\u003e\n\u003c/div\u003e"},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[]}}},{"mediaID":{"value":"operationspodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey Talks Operations\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-talks-operations/id1598128813"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/7LYQS2fxAoBmC3LgFNJbi8"}]}}},{"mediaID":{"value":"energyinsights"},"title":{"value":"Speak to an expert about our upstream capabilities"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/industries/oil and gas/how we help clients/energy insights/newsletter-signup-promo-bar-1536x768.jpg","alt":"EI newsletter sign up"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Contact us","Title":"","Url":"/industries/oil-and-gas/how-we-help-clients/energy-solutions/contact-us"}]}}},{"mediaID":{"value":"buildingproductspodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Building Products\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-building-product/id1735607317"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/79pncGJtBtzz7pFoR6OiH8"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/capabilities/people-and-organizational-performance/how-we-help-clients/mckinsey-academy/product-academy/mckinsey-on-building-product"}]}}},{"mediaID":{"value":"talentpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey Talks Talent\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-talks-talent/id1491112396"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5sW4eHEFMbOvAFJjMfN9a6"}]}}},{"mediaID":{"value":"outlook"},"title":{"value":"A longer, more comprehensive version of our Global Oil Supply \u0026 Demand Outlook is available for purchase upon request.\n"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Contact us","Title":"","Url":"/industries/oil-and-gas/how-we-help-clients/energy-solutions/contact-us"}]}}},{"mediaID":{"value":"talentpodcast2"},"title":{"value":"McKinsey Talks Talent Podcast"},"description":{"value":"Bryan Hancock, Brooke Weddle, and other talent experts help you navigate a fast-changing landscape and prepare for the future of work by making talent a competitive advantage."},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/mckinsey talks talent/mck-mtt-disruptor-full-1536x864-smoke-may-2021.jpg","alt":"McKinsey Talks Talent"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"See more episodes","Title":"","Url":"/capabilities/people-and-organizational-performance/mckinsey-talks-talent-podcast"}]}}},{"mediaID":{"value":"investing"},"title":{"value":"Subscribe to McKinsey on Investing"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/private-capital/our-insights/mckinsey-on-investing-issue-1/contact"}]}}},{"mediaID":{"value":"women matter"},"title":{"value":"Subscribe to McKinsey \u003cem\u003eWomen Matter Canada\u003c/em\u003e"},"description":{"value":"Please subscribe if your organization is interested in learning about participating in future research."},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":""}]}}},{"mediaID":{"value":"customs"},"title":{"value":"This article was written as part of a larger research effort to identify opportunities for improvement and innovation at customs agencies globally."},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/public-sector/our-insights/contact"}]}}},{"mediaID":{"value":"tech"},"title":{"value":"\u003cspan class=\"disrupt-ab\"\u003eCreating value beyond the hype\u003c/span\u003e"},"description":{"value":"Let\u0026rsquo;s deliver on the promise of technology from strategy to scale."},"image":{"src":"/~/media/mckinsey/business functions/mckinsey digital/how we help clients/2024/never-just-tech_thumb_1536x1536.jpg","alt":"Never just tech"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Get started","Title":"","Url":"https://www.mckinsey.com/capabilities/mckinsey-digital/how-we-help-clients?cid=njt-ste-crk-mbm-mbm--2403-promo01-njt-bam-web"}]}}},{"mediaID":{"value":"sust"},"title":{"value":"\u003cspan class=\"disrupt-ab\"\u003eMove from plans to progress.\u003c/span\u003e"},"description":{"value":"Sustainability matters. Together we’ll make it real."},"image":{"src":"/~/media/mckinsey/business functions/sustainability/how we help clients/sustainability-campaign_promo-thumb_1536x1536.jpg","alt":"Move from plans to progress."},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Get started","Title":"","Url":"https://www.mckinsey.com/capabilities/sustainability/how-we-help-clients/?cid=susti24-ste-crk-mbm-m01-other-glb-web"}]}}},{"mediaID":{"value":"nwowpodcast"},"title":{"value":"Subscribe to the New World of Work podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/the-new-world-of-work/id1319502839?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3S6fHLW6mcbDJDp1wkArKI"}]}}},{"mediaID":{"value":"globalpodcast"},"title":{"value":"Want to subscribe to \u003cem\u003eThe McKinsey Podcast\u003c/em\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/the-mckinsey-podcast/id285260960?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/4dyjRTP9xzEUPgleo6XjXI"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"YouTube","Title":"","Url":"https://www.youtube.com/@McKinsey/podcasts"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/featured-insights/mckinsey-podcast"}]}}},{"mediaID":{"value":"Qaudio"},"title":{"value":"Discover and subscribe to McKinsey Quarterly Audio"},"description":{"value":"\u003cstrong\u003eFive ways to subscribe:\u003c/strong\u003e"},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/mckinsey-quarterly-audio/id1437925222?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5mb2zYJnrPcRrML8gx5doD"}]}}},{"mediaID":{"value":"shortlist"},"title":{"value":"Subscribe to the Shortlist"},"description":{"value":"McKinsey\u0026rsquo;s new weekly newsletter, featuring must-read content on a range of topics, every Friday"},"image":{"src":"/~/media/mckinsey/email/shortlist/template/shortlist_promo-interrupter-849120982_1536x1536.jpg","alt":"the Shortlist"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Get the Shortlist in your inbox","Title":"","Url":"/user-registration/manage-account/edit-subscriptions"}]}}},{"mediaID":{"value":"retailpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Consumer and Retail\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-consumer-and-retail/id1526250428"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/41D4bro8PPDOGhEgOEJyHB?si=7l3SeYCZQD-7v3toqd9fHQ"}]}}},{"mediaID":{"value":"insurancepodcast"},"title":{"value":"Want to subscribe to the \u003cem\u003eMcKinsey on Insurance\u003c/em\u003e podcast?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-insurance/id1533196359"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5gZ6YKF7n7C9zWaER4mFZ5"}]}}},{"mediaID":{"value":"strategypodcast"},"title":{"value":"Subscribe to the \u003cem\u003eInside the Strategy Room\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/inside-the-strategy-room/id1422814215?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/4TcFfiQ0e6OYuc5kRDLxqj"}]}}},{"mediaID":{"value":"mgipodcast"},"title":{"value":"Subscribe to the \u003cem\u003eForward Thinking\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/forward-thinking/id1319502839"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3S6fHLW6mcbDJDp1wkArKI?si=0zvPmiCsQ7SBAPanfpY4aA\u0026nd=1"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/mgi/forward-thinking"}]}}}]},"globalDisruptors":{"disruptor1up":{"results":[{"mediaID":{"value":"cop"},"title":{"value":"Explore COP29 with McKinsey"},"description":{"value":"Join our series of dynamic virtual events during COP29. Discover new research, practical strategies, and collaborations across sectors to move climate action beyond why to how."},"image":{"src":"/~/media/mckinsey/business functions/sustainability/how we help clients/cop/cop29/cop_29_thumb.jpg","alt":"McKinsey at COP29"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Register","Title":"","Url":"https://mckinsey.cventevents.com/Q2MVE1?rt=RrQJ1iBSfEiqSK7N9VAGCw\u0026RefId=cop"}]}}},{"mediaID":{"value":"attheedge"},"title":{"value":"Subscribe to the \u003cem\u003eAt the Edge\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/at-the-edge/id1612870236"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3SnUcezwM20nKnzqvUl6iF"}]}}},{"mediaID":{"value":"authortalks"},"title":{"value":"Visit \u003cem\u003e\u003ca href=\"/featured-insights/mckinsey-on-books/author-talks\"\u003eAuthor Talks\u003c/a\u003e\u003c/em\u003e to see the full series."},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/author talks/authortalks_1536x1536_v1.png","alt":"Author Talks"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/author-talks"}]}}},{"mediaID":{"value":"COVID"},"title":{"value":"Explore McKinsey’s ongoing coverage of the pandemic"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/business functions/risk/our insights/covid 19 implications for business/implications-briefing-note-4-standard-1536x1536.jpg","alt":"COVID-19: Implications for business"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Read more about the business impact of coronavirus and how organizations can respond","Title":"","Url":"/featured-insights/coronavirus-leading-through-the-crisis"}]}}},{"mediaID":{"value":"CE"},"title":{"value":"Customer experience"},"description":{"value":"More insight into creating competitive advantage by putting customers first and managing their journeys."},"image":{"src":"/~/media/mckinsey/industries/public and social sector/our insights/customer experience/customer-experience_22934010_1536x864.jpg","alt":"Customer experience"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":""}]}}},{"mediaID":{"value":"driversofdisruption"},"title":{"value":"Want to subscribe to \u003ca href=\"/features/mckinsey-center-for-future-mobility/our-insights/drivers-of-disruption\"\u003e\u003cem\u003eDrivers of Disruption\u003c/em\u003e\u003c/a\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/drivers-of-disruption/id1687257324"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5fWXzWmVKacc5I7u9CQsah?si=KQ-wUOSyQlqcnfexExiH9Q\u0026nd=1"}]}}},{"mediaID":{"value":"JOL"},"title":{"value":"The Journey of Leadership"},"description":{"value":"\u003cstrong\u003eHow CEOs Learn to Lead from the Inside Out\u003c/strong\u003e\u003cbr /\u003e\nBy \u003ca href=\"/our-people/dana-maor\"\u003eDana Maor\u003c/a\u003e, \u003ca href=\"https://www.linkedin.com/in/hanswernerkaas\"\u003eHans-Werner Kaas\u003c/a\u003e, \u003ca href=\"/our-people/kurt-strovink\"\u003eKurt Strovink\u003c/a\u003e, and \u003ca href=\"/our-people/ramesh-srinivasan\"\u003eRamesh Srinivasan\u003c/a\u003e"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/journey of leadership/journey-of-leadership-book-cover-1536x1536.jpg","alt":"The Journey of Leadership book cover"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/journey-of-leadership"}]}}},{"mediaID":{"value":"surveys"},"title":{"value":"McKinsey\u0026rsquo;s original survey research"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey global surveys/mck-global-survey-landing-1284442931-thumb-1536x1536.jpg","alt":"McKinsey Global Surveys"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Read more","Title":"","Url":"/featured-insights/mckinsey-global-surveys"}]}}},{"mediaID":{"value":"healthcarepodcast"},"title":{"value":"Want to subscribe to \u003cem\u003eMcKinsey on Healthcare\u003c/em\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-healthcare/id1469979748"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3y1AgAilV4E5Jz0x4wD9O2?si=mLCTUQ2ORTS_LC5gW_htlA\u0026dl_branch=1"}]}}},{"mediaID":{"value":"myleadershipjourney"},"title":{"value":"My Leadership Journey"},"description":{"value":"A series of conversations with leaders about the people and experiences that shaped them"},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/our insights/my leadership journey/my leadership journey collection page_131575496_thumb_1536x1536.jpg","alt":"My Leadership Journey"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/my-leadership-journey"}]}}},{"mediaID":{"value":"lessonsfromleaders"},"title":{"value":"State of Organizations: Lessons from leaders"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/our insights/state of org lessons from leaders/soo-chapter-2-872507320-standard-1536x1536.jpg","alt":"\"\""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore more interviews","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/lessons-from-leaders"}]}}},{"mediaID":{"value":"stateoforg"},"title":{"value":"The State of Organizations 2023"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Report overview","Title":"","Url":"/capabilities/people-and-organizational-performance/our-insights/the-state-of-organizations-2023"}]}}},{"mediaID":{"value":"titaniumeconomy"},"title":{"value":"The Titanium Economy"},"description":{"value":"How Industrial Technology Can Create a Better, Faster, Stronger America\u003cbr /\u003e\nBy \u003ca href=\"/our-people/asutosh-padhi\"\u003eAsutosh Padhi\u003c/a\u003e, Gaurav Batra, and \u003ca href=\"https://fernweh.com/nick-santhanam/\"\u003eNick Santhanam\u003c/a\u003e"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey books/the titanium economy/titanium_3d-1536x1536-hero-trans.png","alt":"The Titanium Economy Book cover"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/featured-insights/mckinsey-on-books/the-titanium-economy"}]}}},{"mediaID":{"value":"GII"},"title":{"value":"Global Infrastructure Initiative"},"description":{"value":"Convening global leaders in infrastructure and capital projects in pursuit of new solutions"},"image":{"src":"/~/media/mckinsey/business functions/operations/our insights/the global infrastructure initiative/jpg-cpi-improving-construction-productivity-1536x864.jpg","alt":"Improving construction productivity"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Learn more","Title":"","Url":"http://www.globalinfrastructureinitiative.com/"}]}}},{"mediaID":{"value":"FOApodcast"},"title":{"value":"Subscribe to \u003ca href=\"/featured-insights/future-of-asia/future-of-asia-podcasts\"\u003e\u003cem\u003eFuture of Asia Podcasts\u003c/em\u003e\u003c/a\u003e"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/future-of-asia/id1480316959"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/2CZX4AR2DT4hQCFKJG0cCv?si=B20tkrOmQYymuCUhKCQOwA"}]}}},{"mediaID":{"value":"logisticsdisruptors"},"title":{"value":"Logistics Disruptors"},"description":{"value":"Meet the companies shaping how goods will move tomorrow."},"image":{"src":"/~/media/mckinsey/industries/travel logistics and infrastructure/our insights/logistics disruptors/tli-logistics-disruptors-1536x1536.jpeg","alt":"illustration autonomous truck driving off into the future"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/travel-logistics-and-infrastructure/our-insights/logistics-disruptors"}]}}},{"mediaID":{"value":"mckinseyexplainers"},"title":{"value":"Looking for direct answers to other complex questions?"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey explainers/mckinseyexplainers-flat-thumb-1536x1536.jpg","alt":"Circular, white maze filled with white semicircles."},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore the full McKinsey Explainers series","Title":"","Url":"/featured-insights/mckinsey-explainers"}]}}},{"mediaID":{"value":"livesandlegacies"},"title":{"value":"\u003cem\u003e\u003ca href=\"/featured-insights/mckinsey-on-lives-and-legacies\"\u003eMcKinsey on Lives \u0026amp; Legacies\u003c/a\u003e\u003c/em\u003e"},"description":{"value":"Highlighting the lasting impact of leaders and executives"},"image":{"src":"/~/media/mckinsey/featured insights/mckinsey on lives and legacies/lives-and-legacies-landing-page-thumb-1536x1536.jpg","alt":"McKinsey on Lives \u0026 Legacies"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Explore previous obituaries","Title":"","Url":"/featured-insights/mckinsey-on-lives-and-legacies"}]}}},{"mediaID":{"value":"Strategy"},"title":{"value":"Strategy in a digital age"},"description":{"value":"Our series on developing corporate and business-unit strategies in a digitally disrupted world."},"image":{"src":"/~/media/mckinsey/business functions/mckinsey digital/our insights/strategy in a digital age/digital-strategy_1536x864_flexpromoimage.jpg","alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"View the collection","Title":"","Url":"/featured-insights/strategy-in-a-digital-age"}]}}},{"mediaID":{"value":"great"},"title":{"value":"The great re-make: Manufacturing for modern times"},"description":{"value":"This 21-article compendium gives practical insights for manufacturing leaders looking to keep a step ahead of today\u0026rsquo;s disruptions."},"image":{"src":"/~/media/mckinsey/business functions/operations/our insights/the great remake manufacturing for modern times/jpg-ops-dm-compendium-cover-1536x864.jpg","alt":"The great re-make: Manufacturing for modern times"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"View the collection","Title":"","Url":"/capabilities/operations/our-insights/the-great-re-make-manufacturing-for-modern-times-compendium"}]}}},{"mediaID":{"value":"futureofamerica"},"title":{"value":"Subscribe to the \u003cem\u003eFuture of America\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/future-of-america/id1616517376"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/0FpeyjojJTKf2hVtQ3otah"}]}}},{"mediaID":{"value":"governmentpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Government\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-government/id1573645359"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/61XsO4B2ersroMft8t3KSq"}]}}},{"mediaID":{"value":"podcast"},"title":{"value":"Want to subscribe to the McKinsey Podcast?\n"},"description":{"value":"\u003cdiv class=\"cta-container -align-horizontal\"\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eGoogle Play\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eiTunes\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn btn-fill\"\u003eStitcher\u003c/a\u003e\n \u003ca href=\"#\" class=\"btn mck-rss-icon\"\u003eRSS\u003c/a\u003e\n\u003c/div\u003e"},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[]}}},{"mediaID":{"value":"operationspodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey Talks Operations\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-talks-operations/id1598128813"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/7LYQS2fxAoBmC3LgFNJbi8"}]}}},{"mediaID":{"value":"energyinsights"},"title":{"value":"Speak to an expert about our upstream capabilities"},"description":{"value":""},"image":{"src":"/~/media/mckinsey/industries/oil and gas/how we help clients/energy insights/newsletter-signup-promo-bar-1536x768.jpg","alt":"EI newsletter sign up"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Contact us","Title":"","Url":"/industries/oil-and-gas/how-we-help-clients/energy-solutions/contact-us"}]}}},{"mediaID":{"value":"buildingproductspodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Building Products\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-building-product/id1735607317"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/79pncGJtBtzz7pFoR6OiH8"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/capabilities/people-and-organizational-performance/how-we-help-clients/mckinsey-academy/product-academy/mckinsey-on-building-product"}]}}},{"mediaID":{"value":"talentpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey Talks Talent\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-talks-talent/id1491112396"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5sW4eHEFMbOvAFJjMfN9a6"}]}}},{"mediaID":{"value":"outlook"},"title":{"value":"A longer, more comprehensive version of our Global Oil Supply \u0026 Demand Outlook is available for purchase upon request.\n"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Contact us","Title":"","Url":"/industries/oil-and-gas/how-we-help-clients/energy-solutions/contact-us"}]}}},{"mediaID":{"value":"talentpodcast2"},"title":{"value":"McKinsey Talks Talent Podcast"},"description":{"value":"Bryan Hancock, Brooke Weddle, and other talent experts help you navigate a fast-changing landscape and prepare for the future of work by making talent a competitive advantage."},"image":{"src":"/~/media/mckinsey/business functions/people and organizational performance/mckinsey talks talent/mck-mtt-disruptor-full-1536x864-smoke-may-2021.jpg","alt":"McKinsey Talks Talent"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"See more episodes","Title":"","Url":"/capabilities/people-and-organizational-performance/mckinsey-talks-talent-podcast"}]}}},{"mediaID":{"value":"investing"},"title":{"value":"Subscribe to McKinsey on Investing"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/private-capital/our-insights/mckinsey-on-investing-issue-1/contact"}]}}},{"mediaID":{"value":"women matter"},"title":{"value":"Subscribe to McKinsey \u003cem\u003eWomen Matter Canada\u003c/em\u003e"},"description":{"value":"Please subscribe if your organization is interested in learning about participating in future research."},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":""}]}}},{"mediaID":{"value":"customs"},"title":{"value":"This article was written as part of a larger research effort to identify opportunities for improvement and innovation at customs agencies globally."},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"internal","Target":"","Text":"Learn more","Title":"","Url":"/industries/public-sector/our-insights/contact"}]}}},{"mediaID":{"value":"tech"},"title":{"value":"\u003cspan class=\"disrupt-ab\"\u003eCreating value beyond the hype\u003c/span\u003e"},"description":{"value":"Let\u0026rsquo;s deliver on the promise of technology from strategy to scale."},"image":{"src":"/~/media/mckinsey/business functions/mckinsey digital/how we help clients/2024/never-just-tech_thumb_1536x1536.jpg","alt":"Never just tech"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Get started","Title":"","Url":"https://www.mckinsey.com/capabilities/mckinsey-digital/how-we-help-clients?cid=njt-ste-crk-mbm-mbm--2403-promo01-njt-bam-web"}]}}},{"mediaID":{"value":"sust"},"title":{"value":"\u003cspan class=\"disrupt-ab\"\u003eMove from plans to progress.\u003c/span\u003e"},"description":{"value":"Sustainability matters. Together we’ll make it real."},"image":{"src":"/~/media/mckinsey/business functions/sustainability/how we help clients/sustainability-campaign_promo-thumb_1536x1536.jpg","alt":"Move from plans to progress."},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"external","Target":"","Text":"Get started","Title":"","Url":"https://www.mckinsey.com/capabilities/sustainability/how-we-help-clients/?cid=susti24-ste-crk-mbm-m01-other-glb-web"}]}}},{"mediaID":{"value":"nwowpodcast"},"title":{"value":"Subscribe to the New World of Work podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/the-new-world-of-work/id1319502839?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3S6fHLW6mcbDJDp1wkArKI"}]}}},{"mediaID":{"value":"globalpodcast"},"title":{"value":"Want to subscribe to \u003cem\u003eThe McKinsey Podcast\u003c/em\u003e?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/the-mckinsey-podcast/id285260960?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/4dyjRTP9xzEUPgleo6XjXI"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"YouTube","Title":"","Url":"https://www.youtube.com/@McKinsey/podcasts"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/featured-insights/mckinsey-podcast"}]}}},{"mediaID":{"value":"Qaudio"},"title":{"value":"Discover and subscribe to McKinsey Quarterly Audio"},"description":{"value":"\u003cstrong\u003eFive ways to subscribe:\u003c/strong\u003e"},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/mckinsey-quarterly-audio/id1437925222?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5mb2zYJnrPcRrML8gx5doD"}]}}},{"mediaID":{"value":"shortlist"},"title":{"value":"Subscribe to the Shortlist"},"description":{"value":"McKinsey\u0026rsquo;s new weekly newsletter, featuring must-read content on a range of topics, every Friday"},"image":{"src":"/~/media/mckinsey/email/shortlist/template/shortlist_promo-interrupter-849120982_1536x1536.jpg","alt":"the Shortlist"},"moreLinks":{"jsonValue":{"value":[{"CssClass":"","LinkType":"internal","Target":"","Text":"Get the Shortlist in your inbox","Title":"","Url":"/user-registration/manage-account/edit-subscriptions"}]}}},{"mediaID":{"value":"retailpodcast"},"title":{"value":"Subscribe to the \u003cem\u003eMcKinsey on Consumer and Retail\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-consumer-and-retail/id1526250428"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/41D4bro8PPDOGhEgOEJyHB?si=7l3SeYCZQD-7v3toqd9fHQ"}]}}},{"mediaID":{"value":"insurancepodcast"},"title":{"value":"Want to subscribe to the \u003cem\u003eMcKinsey on Insurance\u003c/em\u003e podcast?"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/mckinsey-on-insurance/id1533196359"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/5gZ6YKF7n7C9zWaER4mFZ5"}]}}},{"mediaID":{"value":"strategypodcast"},"title":{"value":"Subscribe to the \u003cem\u003eInside the Strategy Room\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://itunes.apple.com/us/podcast/inside-the-strategy-room/id1422814215?mt=2"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/4TcFfiQ0e6OYuc5kRDLxqj"}]}}},{"mediaID":{"value":"mgipodcast"},"title":{"value":"Subscribe to the \u003cem\u003eForward Thinking\u003c/em\u003e podcast"},"description":{"value":""},"image":{"src":null,"alt":""},"moreLinks":{"jsonValue":{"value":[{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Apple Podcasts","Title":"","Url":"https://podcasts.apple.com/us/podcast/forward-thinking/id1319502839"},{"CssClass":"btn btn-fill","LinkType":"external","Target":"_blank","Text":"Spotify","Title":"","Url":"https://open.spotify.com/show/3S6fHLW6mcbDJDp1wkArKI?si=0zvPmiCsQ7SBAPanfpY4aA\u0026nd=1"},{"CssClass":"","LinkType":"internal","Target":"","Text":"Listen to previous episodes","Title":"","Url":"/mgi/forward-thinking"}]}}}]},"disruptorsignup":{"results":[{"mediaID":{"value":"full-width"},"renderMode":{"targetItem":{"key":{"value":"fullwidth"},"value":{"value":"Full Width"}}},"callToAction":{"url":"/user-registration/register-mvc","text":"Subscribe"},"title":{"jsonValue":{"value":"Stay current on your favorite topics"}}},{"mediaID":{"value":"left"},"renderMode":{"targetItem":{"key":{"value":"left"},"value":{"value":"Left"}}},"callToAction":{"url":"/user-registration/register-mvc","text":"Subscribe"},"title":{"jsonValue":{"value":"Stay current on your favorite topics"}}}]}},"ceros":{"results":[]},"exhibit":{"results":[{"id":"E2E4E5BAEB994E968D644C188ACCCADD","displayName":"Exhibit 1","mediaID":{"value":"1"},"includeTheAccessibilityDisclaimerText":{"boolValue":true},"headline":{"jsonValue":{"value":""}},"hideBottomBorder":{"boolValue":false},"hideEyebrow":{"boolValue":false},"eyebrow":{"jsonValue":{"value":""}},"displayNumber":{"value":"1"},"description":{"jsonValue":{"value":""}},"desktopImage":{"alt":"The AI-native telco leverages AI to provide tailored coaching recommendations both to reps and supervisors.","src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/svgz-ai-native-telco-ex3.svgz","description":""},"mobileImage":{"alt":"","src":null},"renderMode":{"targetItem":null},"flourishDataVisualizationID":{"value":""},"pNGImage":{"src":null,"alt":""},"height":{"value":""},"width":{"value":""},"mobileSVGImage":{"src":null,"alt":""},"mobilePNGImage":{"src":null,"alt":""}},{"id":"0771DB8234DB498EB0DCAF0286146DDE","displayName":"Exhibit 2","mediaID":{"value":"2"},"includeTheAccessibilityDisclaimerText":{"boolValue":true},"headline":{"jsonValue":{"value":""}},"hideBottomBorder":{"boolValue":false},"hideEyebrow":{"boolValue":false},"eyebrow":{"jsonValue":{"value":""}},"displayNumber":{"value":"2"},"description":{"jsonValue":{"value":""}},"desktopImage":{"alt":"Digital twins create a single source of truth (build once, use many times) that speeds up time to market of AI use cases.","src":"/~/media/mckinsey/industries/technology media and telecommunications/high tech/our insights/the ai native telco radical transformation to thrive in turbulent times/svgz-ai-native-telco-ex4.svgz","description":""},"mobileImage":{"alt":"","src":null},"renderMode":{"targetItem":null},"flourishDataVisualizationID":{"value":""},"pNGImage":{"src":null,"alt":""},"height":{"value":""},"width":{"value":""},"mobileSVGImage":{"src":null,"alt":""},"mobilePNGImage":{"src":null,"alt":""}}]},"image":{"results":[]},"exhibitcarousel":{"results":[]},"pullquote":{"results":[]},"disruptorsignup":{"results":[{"mediaID":{"value":"full-width"},"renderMode":{"targetItem":{"key":{"value":"fullwidth"},"value":{"value":"Full Width"}}},"callToAction":{"url":"/user-registration/register-mvc","text":"Subscribe"},"title":{"jsonValue":{"value":"Stay current on your favorite topics"}}},{"mediaID":{"value":"left"},"renderMode":{"targetItem":{"key":{"value":"left"},"value":{"value":"Left"}}},"callToAction":{"url":"/user-registration/register-mvc","text":"Subscribe"},"title":{"jsonValue":{"value":"Stay current on your favorite topics"}}}]},"articlesidebar":{"results":[{"mediaID":{"value":"authors"},"description":{"jsonValue":{"value":"\u003cp\u003eThis article is a collaborative effort by Joshan Abraham, \u003ca href=\"/our-people/jorge-amar\"\u003eJorge Amar\u003c/a\u003e, \u003ca href=\"/our-people/yuval-atsmon\"\u003eYuval Atsmon\u003c/a\u003e, Miguel Frade, and \u003ca href=\"/our-people/tomas-lajous\"\u003eTom\u0026aacute;s Lajous\u003c/a\u003e, representing views from McKinsey\u0026rsquo;s Technology, Media \u0026amp; Telecommunications Practice.\u003c/p\u003e"}},"aboutTheAuthors":{"jsonValue":{"value":""}},"headline":{"jsonValue":{"value":"About the authors"}},"footnotes":{"value":""},"showShareTools":{"boolValue":false},"backgroundColor":{"targetItem":{"key":{"value":"Lightest Grey"},"value":{"value":"lightest-grey"}}},"gradientDirection":{"targetItem":{"key":{"value":"Bottom Right"},"value":{"value":"bottom-right"}}},"renderMode":{"targetItem":{"key":{"value":"Collapsible"},"value":{"value":"default"}}},"isAboutAuthor":{"boolValue":false},"background":{"targetItem":null},"image":{"src":null,"alt":""}}]},"boxout":{"results":[]},"globalsidebar":{"results":[]},"video":{"results":[]},"scrollycontainer":{"results":[]},"bespokeinteractive":{"results":[]},"storycontainer":{"results":[]},"interactive":{"results":[]},"sectionheader":{"results":[]},"statementdisruptor":{"results":[]},"fullbleedphoto":{"results":[]},"tocitem":{"results":[]},"quizcontainer":{"results":[]},"generalup":{"results":[]},"twoupmedium":{"results":[]},"accordion":{"results":[]},"factoid":{"results":[]},"promobarwithquote":{"results":[]},"oneupmedium":{"results":[]},"oneupmediumquote":{"results":[]},"gridwall":{"results":[]},"twoupsmall":{"results":[]},"oneclicksubscribe":{"results":[]},"promobar":{"results":[]},"promobanner":{"results":[]},"sectionhero":{"results":[]},"threeuplinklist":{"results":[]},"table":{"results":[]},"explainertooltip":{"results":[]},"isFiveFiftyHorizontalArticle":{"boolValue":false},"fiveFifty":{"results":[]}},"contextItem":{"ancestors":[{"breadCrumbUrl":{"path":"/industries/technology-media-and-telecommunications/our-insights"},"breadCrumbTitle":{"value":"Our Insights"},"isMiniSite":{"boolValue":false},"displayName":"Our Insights","template":{"id":"85FF05307883480F9A4C82123F72FFD8"}},{"breadCrumbUrl":{"path":"/industries/technology-media-and-telecommunications/how-we-help-clients"},"breadCrumbTitle":null,"isMiniSite":{"boolValue":true},"displayName":"Technology, Media \u0026 Telecommunications","template":{"id":"414C6C64AD35440E9668CF39D8A18CCF"}},{"breadCrumbUrl":{"path":"/industries"},"breadCrumbTitle":{"value":"Industries"},"isMiniSite":{"boolValue":false},"displayName":"Industries","template":{"id":"85FF05307883480F9A4C82123F72FFD8"}},{"breadCrumbUrl":{"path":"/"},"breadCrumbTitle":{"value":""},"isMiniSite":{"boolValue":false},"displayName":"Home","template":{"id":"85FF05307883480F9A4C82123F72FFD8"}}]}}},"placeholders":{"main-area":[],"sidebar-area":[]}}]}},"itemId":"9a207f3d-5ff4-44f8-98f3-d987bc35c2b8","pageEditing":false,"site":{"name":"website"},"pageState":"normal","language":"en","pageMetaData":{"alternateLanguages":[{"languageCode":"en","displayName":"English","url":"/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times"}],"currentLanguage":"en","navigationLink":"industries","activeItemId":"{71AA399C-AB4C-45A6-90AB-6B378B5CA58E}","miniSiteId":"{751205EC-4A69-4CFB-8A79-568B1B13EB28}","officeCode":"","officeDisplayName":"","subscriptionPracticeData":null,"isAlaisedPage":false,"originalHostName":"www.mckinsey.com","updatedDate":"2024-02-14T23:27:47Z","createdDate":"2023-12-19T18:59:35Z","practice":{"isDefaultPractice":false,"name":"High Tech, Telecoms \u0026 Internet","code":"N17","stickyTitle":"Sign up for emails on new High Tech, Telecoms \u0026 Internet articles","stickySubtitle":"Never miss an insight. We'll email you when new articles are published on this topic.","previewLink":"","previewLinkLabel":"Preview","description":null,"descriptionText":"Get the latest articles on this topic delivered to your inbox","frequency":"Alert","regFormTitle":null},"url":"/industries/technology-media-and-telecommunications/our-insights/the-ai-native-telco-radical-transformation-to-thrive-in-turbulent-times","isCareersPage":false,"officePath":"","hideAppPromo":false,"itemInfo":{"id":"9a207f3d-5ff4-44f8-98f3-d987bc35c2b8","fullPath":"/sitecore/content/McKinsey/Home/Industries/Technology Media and Telecommunications/Our Insights/The AI native telco Radical transformation to thrive in turbulent times","templateName":"ArticleJSS","templateID":"683910db-02ba-40ba-92e7-726c880160a9"}},"defaultSettings":{"McKinsey Quarterly":"\u003cem\u003eMcKinsey Quarterly\u003c/em\u003e","FacebookCID":"soc-web","LinkedInCID":"soc-web","TwitterCID":"soc-web","Home Page SEO Details":{"Description":"McKinsey \u0026 Company is the trusted advisor and counselor to many of the world's most influential businesses and institutions.","Image_Url":"/~/media/images/global/seoimageplaceholder.jpg","Image_Alt":""}},"alumniDatalayerChunk":"static/chunks/alumnidatalayer.325ebb6069c1d69e.js"},"componentProps":{},"notFound":false,"noAccess":false},"__N_PREVIEW":true,"__N_SSP":true},"page":"/[[...path]]","query":{"timestamp":"1732252227082","path":["capabilities","strategy-and-corporate-finance","our-insights","how-to-transition-out-of-the-ceo-role"]},"buildId":"9vYT_fWQKRjfPT7lAZJdB","runtimeConfig":{"CONFIG_ENV":"production","CURRENT_ENV":"production","PUBLIC_URL":"https://www.mckinsey.com","PUBLIC_CMS_URL":"https://cms-prod.mckinsey.com","RECAPTCHA_V3_KEY":"6LdC5twSAAAAAF0dePIbY_ckeF05mKdYYJXn7uTg","INVISIBLE_RECAPTCHA_KEY":"6LcWCs0UAAAAAEik2NaGkfGH8mGHo1ThxIt-qUoE","USER_SERVICE_API_HOST":"https://prd-api.mckinsey.com","MOBILE_SERVICES_HOST":"https://mobileservices.mckinsey.com","SEARCH_SERVICE_API_HOST":"https://mckapi.mckinsey.com","OT_DATA_DOMAIN_SCRIPT_COM":"915b5091-0d7e-44d2-a8c4-cf08267e52fe","OT_DATA_DOMAIN_SCRIPT_DE":"13f50396-9d33-4d95-ba3e-1f108fa91009","OT_DATA_DOMAIN_SCRIPT_BR":"679eae24-1d5c-4f33-8aae-b35aa8269966","ADOBE_LAUNCH":"a400cfbb2fd3","BCOV_POLICY":"BCpkADawqM3Xn1B8iTmHawNytUSk0kXaQKMSM51CBVsYKHfwlRhZimTJqbOOq0NuyxTKQnvb4V9myMVRjwGkyGtJQO2HrUPOJHcsgkpbB-jyHwswonskf6XnZaF0TyyKkAQgbymSMtudeD9CLk-xCpqAzTaNUm7a3M3QKLN4pdLRNJ9_HbVMWzNpiUr5ezAVdMciDMwsD-gxNl43d7bfVP3wRhTNWbWUYn3WK7-Oz2gbxV6mMTm0jJU3SjK_x0meTprYUgdUWA-iDgwVglsnfJ_SVtVDPZypUokKv85GzFLM-ywjWlPM2Hg1ucemwwOpa-qvYBGfeMV7zP3n6s22hFCBveiWtHEBpV9N8f4rjmunMlxBx7kSlxIRjWquZm70hLRXMoxAgQ22BC86tBhgR_d1l9_-FzZuZIlZhzJwJi3ug1HszooHM8uEMOkHmB5nYj5XEgVk5JFYGcSwFSnMnNzE1ej2J3jcEiE3eSWHcremWjCZ0s9bs_8R08WpGWkBp8WMXUFfmhPBMk-MGixR_yIu7nJ6B_hYBnVhqKnnoW-xxEmRxgwG0Ev0S96cAcBG8qdlChGN7o1qN0heGTUIYnDk703q3lt9j7X4FgaITrlcPZOWZ96EHytVKUAtmtVp5BVGpiLn4viuUpEdAM_CLSBIaPVunk-39L8tm6m8iUYmbMX_KXPyaL900bQtVQgK39FCa0pUEZ_jSBOGNj1FH8NUPN2TS8_csNWfpN7gsaD9FBN3wUtawAD_RPdJ952odfwJqyvrkN89AyKnFdFMvUh6_4LCIQVYd4M5KC_k1WNLYb11KZhq6O4UaoyD4X1pV4-x0jBzEnc4VQTkL_04dw2xdPJ1uqUrmHuUcIBO0SKaEk6_5HYc3GKfYwmPz1oxMpOi-Rzw1QPyWIdbrcZdFbIHoVZ8FKfyslEv392pJMiKzUnVWL_3mZ0UqnGtddwlXYVdSs57AUdlrfOe7TVaaIMZ_kL7FSrbWrsaSufitSYr62xD1K1-qeb4wkx8QQEorxGJ3RG1Vpn97Pn5JEC_jvj0s7uzFgidYR9bp80EMmPCHUmRg-Hm1Aq1B4YMNc1ARnFz6UvT_8_pMhJEwKuypA-nPoJu4JZJNLVUdw","sitecoreApiKey":"{AD59BE63-BA20-47D4-A1B0-ECF30588E2E2}","sitecoreApiHost":"https://prod.mckinsey.com","FB_APP_ID":"1382278882079245","ARTICLE_API_HOST":"https://prd-api.mckinsey.com","SITECORE_FORMS_SERVICES_API_HOST":"https://prd-api.mckinsey.com","FEATURE_TOGGLES":"{\"stack_adapt_pixel\": true, \"article_seo_schema\":true, \"remember_me\": true, \"gql_promo_banner\": true, \"gql_highlight_bar\": true, \"gql_ceros_placeholder\": true, \"gql_two_up_medium\": true, \"gql_hero_with_partnership_mark\": true, \"gql_brightcove_gallery\": true, \"gql_one_up_medium\": true, \"gql_promo_bar_with_quote\": true, \"gql_fifty_fifty_hero\": true, \"gql_enhanched_hero\": true, \"gql_two_up_small\": true, \"gql_general_up\": true, \"gql_full_bleed_hero\": true, \"passwordless_login_enabled\": true, \"sso_enabled\": true, \"article_id\": \"\", \"personalisation_enabled\":true, \"hide_student_sticky_footer\":true, \"email_domain_validation_enabled\":true, \"enable_cid_cookie_qp\": true, \"otp_verification_enabled\": true}","HEADER_SCRIPT_HASH":"abcd1234","OKTA_AUTH_CLIENT_ID":"0oa8ppb3ypQ8uOI8y697","OKTA_AUTH_ISSUER":"https://dotcomidp.mckinsey.com/oauth2/aus2byav0jTElyFDD697/","AUTO_REDIRECTION_DURATION":"5","LINKEDIN_IDP":"0oaecyj1byxnfrfFk697","APPLE_IDP":"0oaeg2lxy6mq4PX5F697","GOOGLE_IDP":"0oaeczfkb03XL3E4O697","ALUMNI_BASE_API_URL":"https://dev-gateway.intranet.mckinsey.com/:apiKey/v1","ALUMNI_AUTHENTICATE_API_URL":"https://dev-ac3-okta-auth.intranet.mckinsey.com/authenticate","ALUMNI_OKTA_URL":"","ALUMNI_OKTA_ENABLED":"true","GOOGLE_MAP_API_KEY":"AIzaSyDqrGDNMDjy9pXHkMf-_Ut33LoC725GSe4","AWS_GATEWAY":"https://dev-gateway.mckinsey.com","AWS_API_GATEWAY_ID":"o63viscaj4","AWS_PERSONALIZATION_TRACKING_ID":"f3f97bc3-4ca7-4960-9e49-0bcff6294ab4","AWS_PERSONALIZATION_CID":"recommendations-onw-onw-mck-mck-art-2410-v1-user-ext-web","EVENTS_MODULE_CARDS_COUNT":"8","RECOMMENDATIONS_OFFER_ACTIVITY":"Article Recommendations"},"isFallback":false,"dynamicIds":[70281,73769,76731,42354,35278,68578,32991,98391],"gssp":true,"locale":"en","locales":["en","da-DK"],"defaultLocale":"en","isPreview":true,"scriptLoader":[]}</script><script type="text/javascript" src="/CD521ZmoihS6ARo3gA/pYacztLGJLc6i9/DWRZTi91cQc/Jl/gQLhALSh4"></script></body></html>