What festival crowds can teach us about the future of telecoms and the transformation CSPs must embrace. Welcome to part one of our “Engineering Smart Networks & Operations” mini-series.

Imagine you’re at a large music festival with 175,000 other people, wristband blinking as you weave through the main-stage crowd: your phone pings with a route that steers you round a bottleneck, past a freshly stocked water point, and straight to the spot where your friends’ tents glow on the app’s augmented reality overlay.

A tap of the same screen settles your bar tab in seconds. No patchy signal, no queue as card machines need to be reset. The set you’re watching is instantly livestreamed from your handset to your followers, thanks to a creator-grade uplink slice of the network, humming in the background.

Minutes later, a safety alert nudges you aside as security teams, guided by real-time drone feeds on their own event emergency slice, ease a crowd surge. Backstage, VIPs glide through a different digital lane altogether, enjoying 8K video streams and concierge chatbots that never buffer.

These may be presented to the customer as separate perks, but cashless payments, immersive navigation, glitch-free streaming, and iron-clad safety are all threads from one fabric: a single, software-defined network, sliced and stitched on demand to cater for a vast array of personalized services, that people consume eagerly with ease.

Rethinking services 

This hybrid of telecoms and digital technology turns the operator’s infrastructure into an array of different services. Each is tuned to a precise need, yet orchestrated from the same intelligent core, proving that the future of connectivity is less about bandwidth bars and more about the seamless experiences this bandwidth weaves together.

This is certainly not what revellers at the world’s most famous performing arts festival experienced last month. Yet, it may not be long until they can. This example might be theoretical, but it is certainly indicative of what customers want, and therefore what Communication Service Providers (CSPs) want to offer.

This is not just about meeting customer demands to retain revenue streams. It’s more about finding new ones. The raft of new services enabled by 3G and 4G connectivity has not been mirrored by 5G’s arrival. So, whilst the telecommunications industry has had to spend big on networks to provide customers with 5G bandwidth, it has struggled to use that as a springboard to bring brand new services to market that help recoup its investment.

CSPs have realized they must generate revenue in unfamiliar ways if they want to maintain relevance and growth.

Rethinking revenue

We are starting to see what that revenue model looks like in practice. There is already a focus on moving from broad services designed for everyone to access, to bespoke ones for smaller groups with specific requirements. There is a broader move from CSPs dictating what services are available to a responsive agile network that bends to the customer’s whims.

Telecommunications would not be the first infrastructure industry to do this. Energy companies have embraced digital transformation to upend traditional approaches to making money from electricity and gas.

Smart metering and real-time data have enabled personalized tariffs and dynamic pricing. Apps and platforms now help customers monitor their own energy use, allowing providers to offer new service tiers, like home automation integration or carbon offset features. These companies are also supporting customer microgrid participation (so they can charge for grid balancing) or offering buyback schemes to monetize excess generation.

Many of these companies are also expanding beyond energy offerings, providing customers with additional consumer services, like electric vehicles or financial products. 

As it has in energy, doing this in telecommunications brings with it technical consequences for the owners of the existing infrastructure. The technology to enable everything from intelligent network slicing to automated personalization is varied and advanced, but it must somehow become seamlessly integrated into legacy networks.

From data management and cloud services to artificial intelligence and advanced cybersecurity – together these additional technologies represent the single biggest digital transformation in this sector since mobile telephony went mainstream in the 1980s.

How to tackle telecoms digital transformation

Digital transformation won’t be easy. Identifying the right technologies is only part of the challenge. While CSPs are experts in the telecommunications equipment that powers their networks, they often lack the cloud, data and AI expertise as well as experience in agile and DevOps methodologies, needed to effectively splice broader digital technologies into their existing infrastructure. As a result, the industry must find a way to bridge these gaps if it is to navigate this transformation successfully.

That is where working with an ecosystem of partners that understands both sides makes a difference. Organizations that bring in experts who can ‘talk their language’ whilst simultaneously translating others they need to learn pays dividends – cutting the time it takes to transform and optimize. To succeed as the boundaries between telecoms and digital technology become thinner requires CSPs to find partners with practical experience in both worlds.

Over the course of the following articles, we will delve into the most important areas where this transformation needs to be swift, smooth and successful. We believe that CSPs approaching this pivotal transformation should seek guidance from partners with deep expertise in telecommunications, digital technologies, and large-scale digital change – partners who can offer proven digital and engineering methodologies and strategic insight.  

With the right partners, CSPs can unlock the full potential of network transformation – leveraging it to deliver seamless client experiences, reduced costs, and the development of secure, AI-enabled operations.  

We hope this series will help CSPs stay focused on what matters most, by clearly defining core versus contextual priorities.

From infrastructure providers to orchestrators of seamless digital experiences

The music festival example may be theoretical, but the expectation it reflects is very real. Customers no longer measure their experience in megabits per second – they measure it in moments: seamless, personalized, secure, and shareable.

Meeting these expectations requires CSPs to evolve from infrastructure providers into orchestrators of digital experiences. That evolution demands not only bold investment, but the right blend of technical insight and strategic vision.

To learn more about how we engineer smart networks and networks operations, contact us at engineering@capgemini.com

The telecom industry has arrived at a pivotal moment. From the rise of agentic AI and the acceleration of satellite connectivity to ongoing network transformation and connected industries initiatives, telco leaders find themselves navigating a landscape rich in both complexity and opportunity.

At the same time, geopolitical tensions are adding another layer to the uncertainty, as government transitions around the world are reshaping supply chains, trade relationships, security policies and regulatory frameworks. MWC25 underscored the importance of urgent action to address these new dynamics and remain agile in an evolving landscape.

At this year’s event, our experts were on the ground to explore how emerging technologies, evolving partnerships, and new monetization models are reshaping and redefining the future of the industry. In this recap, we break down the seven key trends illuminating the path forward—and what they mean for telecoms looking to simplify operations, unlock growth, and stay ahead in a shifting world.

1. Embrace every manifestation of AI with a strong focus on security

Agentic AI is emerging as the next frontier in telco innovation, enabling systems that can make decisions and solve complex problems with minimal human oversight. This new level of autonomy is helping companies to dramatically increase operational efficiency and realize the promise of self-optimizing networks.

For example, at this year’s event unveiled an agentic AI system designed to optimize RAN capacity and power usage. By designing its own workflows and executing actions independently, this application marks a significant step toward autonomous network management.

But there is far more to the AI equation than agentic applications, especially when it comes to customer experience (CX) and field services use cases. Huawei, for example, demonstrated an that blends avatar-driven video guidance with backend tools like automatic FAQ generation and agent co-pilots to improve the user experience and drive efficiency. Meanwhile, Orange’s tool automates fiber optic troubleshooting, reducing technician diagnosis and cutting down response times.

2. Capture growth beyond core connectivity

Growth continues to be the most critical challenge for telcos. While 5G was once expected to be the industry’s biggest revenue driver, the reality has been more complex. High costs, as well as the operational demands of deploying 5G Standalone (SA) infrastructure have made it difficult for many telcos to unlock the full monetization potential of this technology.

This has left telecom providers looking for ways to expand their growth strategies into adjacent, fast-emerging technologies. For example, Sovereign AI Cloud is gaining traction, offering secure, localized data capabilities that meet regulatory demands while enabling telcos to become trusted enablers of AI services. Telcos are also exploring the revenue potential of Extended Reality (XR) applications to create immersive consumer experiences and offer next-gen B2B services.  

Finally, cybersecurity also remains a high-growth area as enterprises increasingly turn to telcos for comprehensive protection and security solutions. In fact, our recently published B2B Pulse report from the ÎÚŃ»´«Ă˝ Research Institute found that more than half of organizations (53%) are willing to invest in telecom tech services such as implementation of advanced cybersecurity solutions, including AI-driven security, zero trust models and quantum-resistant encryption in the next 1–2 years. By embedding these cybersecurity services into core offerings, telcos can meet evolving customer demands and strengthen long-term revenue streams.

3. Realize the promise of connected industries leveraging the ecosystem play

The telco industry is becoming far more interconnected. Case in point: Just over half of this year’s MWC attendees hailed from non-telecom sectors. For telcos, this means that growth and value creation are increasingly tied to strategic partnerships and cross-industry collaboration.

A major area of focus at this year’s event was network API monetization. These APIs are the backbone of programmable networks, enabling third-party developers to tap into real-time network capabilities and embed them into their services. For instance, demo at the GSMA Open Gateway, using APIs to dynamically optimize network performance for applications.

To accelerate adoption and solve the integration challenge, new go-to-market models are emerging. Ericsson launched , an aggregation platform built on the CAMARA open-source framework, to offer a unified interface for developers accessing APIs across multiple operators. Early partners include industry leaders like Vodafone, AT&T, Deutsche Telekom, Bouygues Telecom among others, demonstrating the industry’s collective commitment to simplifying developer engagement.

Meanwhile, telcos are becoming deeply embedded in mission-critical infrastructure, powering secure, real-time operations across sectors. This shift is unlocking high-value opportunities throughout the value chain—especially in finance, media, manufacturing, and defense. The defense sector, in particular, is emerging as a major growth driver, with global investment projected to reach $13 trillion, much of it tech-related, by 2030.

4. Simplify. Digitize. Repeat

At ÎÚŃ»´«Ă˝, we like to think of digitization and simplification as two sides of the same coin. As operators advance their modernization efforts, they must also actively manage the complexity that accompanies these tech initiatives.

For example, the integration of agentic AI into telecom business support systems (BSS) represents a significant leap forward for the industry. By introducing AI agents into the ecosystem, telecom companies can simultaneously improve efficiency and enhance the experience through seamless collaboration, autonomous decisioning and intelligent innovation.

For instance, platform uses a telco-specific ontology to generate customized BSS environments on demand. Through a conversational interface, users can request new services or products, and the platform will dynamically generate a digital twin of the necessary processes, identify the right agents, and launch forecasting, contracting, and fulfillment operations—all without manual coding.

Meanwhile, hyperscalers like Google Cloud and AWS are doubling down on simplifying network operations through automation and edge solutions. For example, partnered with Google Cloud to launch an AI-powered network operations solution that uses advanced AI/ML to detect and resolve issues faster and boost network performance. AWS, meanwhile, unveiled a new version of its hardware, which is designed for intensive workloads for AI, and a server version to run on-prem 5G core functions, like RAN CU and RAN DU workloads.

5. Drive the next wave of network transformation

Advancing technologies like autonomous networks, cloud, and Open RAN offer tremendous potential to transform networks—but challenges around deployment readiness, interoperability, and ROI remain.

For example, autonomous networks are beginning to deliver real value through AI-driven automation, observability, and error detection. While many use cases today are still limited to network operations centers, they are establishing a critical foundation for smarter, more self-governing infrastructures.

Cloud adoption is also reshaping telecom architecture. With the rise of hybrid cloud models and AI-enhanced orchestration, operators are gaining new levels of flexibility, scalability, and real-time responsiveness—key enablers for future self-optimizing networks.

Meanwhile, Open RAN shows plenty of promise even if progress may be limited. On one hand, no major commercial launches were announced this year and deployments continue to be dominated by incumbent vendors. On the other, marked its first full year with ten demonstrations across areas like performance optimization and edge AI workload deployment.

The takeaway? Sector transformation is underway, but unlocking its full value will require bold shifts in models and mindsets, as well as continued investment in deployment maturity, ecosystem collaboration, and business alignment.

6. Extend the reach of your networks with satellite connectivity.

With more than 100 telecom operators now engaged in satellite partnerships and approximately 70% of the global mobile base expected to be covered by hybrid terrestrial-satellite networks by the end of 2025, satellite connectivity is an essential pillar of the telecom ecosystem.

Further, direct-to-device (D2D) innovation, which allows mobile devices to connect directly to satellites without specialized hardware, is expanding coverage and opening the door to new IoT-driven applications in sectors like logistics, agriculture, and aviation. The first commercial D2D offers are anticipated to launch this year, further bridging the connectivity divide and ensuring seamless global access.

7. Embed sustainability as a standard, not as a standout

Sustainability is no longer a buzzword—it’s a baseline. At MWC25, it was clear that environmental responsibility is becoming embedded into every facet of the telecom industry, from AI and IoT solutions to 5G and digital inclusion.

The findings from ÎÚŃ»´«Ă˝ Research Institute’s latest report, Driving business value through sustainability also goes to prove that telecom industry continues to consider sustainability as a top priority — with the telecom industry ranking second among other industries that consider sustainability a top priority.  Sustainability has truly become part of the industry’s DNA .

GSMA emphasized that achieving net-zero remains a central objective, driven not only by climate goals but also by rising energy costs, ESG reporting requirements, and operational efficiencies made possible by AI. For telecom organizations, the pressure is on to keep innovating and lead the charge to a greener future.

Reimagining telecoms with ÎÚŃ»´«Ă˝

MWC25 offered a compelling glimpse into the future of the telecom industry—one defined by AI-led innovation, bold infrastructure shifts, expanded cross-industry value creation, and stronger collaboration across the ecosystem. As the industry looks for new growth opportunities, the leaders will not only embrace these trends but also inspire the next wave of change.

Want to dive deeper? Connect with us

TelcoÎÚŃ»´«Ă˝ is a series of posts about the latest trends and opportunities in the telecommunications industry – powered by a community of global industry experts and thought leaders.

In today’s rapidly evolving business landscape, sustainability is no longer just a buzzword – it’s a critical driver for success and environmental stewardship. Organizations worldwide are realizing that integrating sustainable practices into their operations isn’t just beneficial for the planet, but for their business as well. A key enabler in achieving these goals is  My Sustainability Score,  a cutting-edge tool designed to engage employees, educate them on eco-friendly habits, and drive real behavioral change within the workplace.

Engaging employees in sustainability: The key to success

A significant challenge companies face when rolling out sustainability programs is getting employees actively involved. According to our CRI research , employees are more likely to stay  with companies that have strong sustainability commitments. My Sustainability Score addresses this by making sustainability efforts personal, engaging, and fun.

Employees are encouraged to incorporate eco-conscious habits into their daily work routine through gamification mechanics such as points, badges, challenges, and rewards. Whether it’s reducing energy use or minimizing waste, employees can track their progress and earn recognition for their sustainable behaviors. This competitive and rewarding experience not only boosts engagement but also strengthens the company’s culture of sustainability.

Educating at scale: Reaching every employee

Beyond engagement, education is vital to the success of any sustainability initiative. Many employees want to contribute, but may not know how to make meaningful changes. My Sustainability Score addresses this challenge by offering a multichannel education platform that scales across the organization.

With content ranging from sustainability articles and daily eco-tips to full-scale communication campaigns, employees are equipped with the knowledge they need to adopt greener habits. The tool’s integration with intranet platforms, virtual agents, and dedicated SharePoint sites ensures that the educational content is easily accessible, no matter the employee’s role or location.

This consistent stream of relevant information helps employees understand the impact of their choices, and promotes ongoing learning. As a result, companies can accelerate the shift towards more sustainable workplace practices.

Driving behavioral change with a structured approach

Creating awareness is just the first step – transforming awareness into action requires a more structured approach. My Sustainability Score is designed to drive lasting behavioral change by guiding employees on a personalized sustainability journey.

The tool is integrated with our premium workplace services offering, Experience Management Service (XMS), which measures employee behaviors in real time. By analyzing data on sustainability actions, the tool identifies opportunities for improvement, which  empowers employees to make impactful changes. This measurable approach ensures that sustainability becomes a central part of the company’s operations and culture.

Measuring, analyzing, and improving impact

For organizations committed to sustainability, tracking progress and analyzing outcomes is crucial. Our Experience Management offering provides robust measurement tools that allow businesses to track key sustainability metrics – such as CO2 emissions, energy consumption, and employee behavioral change accelerated by My Sustainability Score.

Organizations can visualize their sustainability efforts and evaluate their effectiveness by leveraging real-time data and integration with tools like Power BI and SharePoint. These insights enable leaders to prioritize future actions and continuously improve the company’s sustainability programs.

In fact, companies that set measurable sustainability goals have reported than those without measurable initiatives. By measuring impact, the tool empowers businesses to turn sustainability into a strategic advantage.

Building a culture of sustainability

Ultimately, the goal of My Sustainability Score is to foster a sustainability-first culture within organizations. By offering a seamless blend of engagement, education, behavioral management, and impact measurement, the tool helps employees feel invested in the company’s environmental goals.

When employees understand their impact and are recognized for their contributions, sustainability becomes ingrained in the company culture, leading to a more committed and environmentally conscious workforce. The benefits extend beyond environmental impact – research shows that companies with strong sustainability cultures outperform their peers in terms of employee productivity.

A future of sustainable workplaces

The shift toward sustainable workplaces is not just a trend – it’s a necessity for business resilience and environmental stewardship. By leveraging this tool, organizations can create meaningful and measurable changes that benefit the planet and drive long-term success.

The future of work is sustainable, and My Sustainability Score is at the forefront of this transformation, enabling businesses to build greener, smarter, and more engaged workplaces.

As more organizations embrace this innovative solution, we’re paving the way for a more sustainable and prosperous future. Ready to lead the change? Discover how ÎÚŃ»´«Ă˝â€™s My Sustainability Score can help your organization build a more sustainable workplace and drive real environmental impact. Contact us.

Despite the growing use of collaboration technologies, we see companies unable to reap business benefits. Companies often ignore the human side of the hybrid workplace. Your workplace is not just a collection of technology. It’s a culture and a way of life. It’s about creating the right balance between people, processes, and operations and technology and platforms to create an amazing people experience!

As a consultant, I see a widespread adoption of Microsoft 365 (M365). Organizations are now able to achieve new heights of productivity, collaboration, and creativity. But, how do you empower them to digitally transform their business? How do you create immersive experiences?

After rolling out M365 technologies and platforms, organizations are unable to get a full return on investment as people don’t adopt the technologies in their day-to-day work. Here are my observations on various adoption challenges and my tips to improve M365 adoption and value from an organizational perspective.

Some of the most common M365 adoption challenges are:

• Organizational reluctance to rationalize existing point solutions in lieu of the rich M365 feature-sets around productivity and collaboration (legacy file storage and sharing solutions, intranet and internal communication platforms, etc.)
• Frequent vendor-initiated enhancements and feature additions in M365 demanding organizations to constantly evolve their expertise to support and use the environment.
• Conflict between centralized IT controls and governance that organizations have established at enterprise level for security and compliance (data sharing, user provisioning, application access, data protection, etc.) with M365’s self-service architecture, which provides higher autonomy for users
• A lack of proper understanding of M365’s licensing model, which has evolved over time resulting in multiple bundling options for enterprises. A lack of proper understanding of the licensing model affects an organization’s ability to maximize value for the money spent.

Organizations can undertake several measures to unlock the full potential of the M365 platform, enhance productivity, and streamline workflows for sustained success.  

Establish an M365 competency center: Organizations can organize their M365 adoption efforts, tap into knowledge, and offer people customized assistance by setting up a competency center. By removing obstacles, boosting user confidence, and encouraging effective use of M365’s capabilities and services, this targeted strategy eventually encourages wider adoption throughout the organization.

Implement usage analysis: Collecting and analyzing M365 usage trends (for example, through M365 admin center, Microsoft Graph API, M365 usage analytics, Adoption Score, or third-party analytics solutions) can provide valuable insights into areas where adoption is low or specific features are underutilized. This can help target training and education efforts to address these gaps and promote better utilization of M365 services.

Optimize licenses: M365 offers a variety of subscription plans and licensing choices. Following implementation, organizations can assess their license distributions and tweak them to better meet user needs. In order to do this, licenses that aren’t in use must be found and transferred to people who require more features or services. Licensing optimization ensures the effective use of licenses across the organization and assists in cost management

Improve security and compliance: Following implementation, it is crucial to carry out an extensive security and compliance assessment. Organizations should check their M365 security preferences, access restrictions, and compliance options. This evaluation aids in identifying any holes or vulnerabilities that must be closed in order to uphold a strong security posture and comply with legal obligations.

Strong governance and policies: For efficient management and control, M365-specific governance and policies must be established. This includes creating access controls, data retention policies, data loss prevention techniques, and information sharing guidelines.

Integration with other systems: M365 commonly interacts with other software and systems in a business setting. Organizations should evaluate the effectiveness of these connections after implementation to identify any gaps or potential improvement areas. Increasing productivity, reducing processes, and improving data flow are all advantages of optimizing integrations.

Establish hybrid controls: To address the conflict between centralized IT controls and M365’s self-service architecture, organizations can adopt a hybrid approach that combines self-service capabilities with centralized control and governance. This involves establishing clear policies, guidelines, and workflows that strike a balance between user empowerment and centralized oversight.

Change management: Microsoft releases updates and feature enhancements on a regular basis to address customer needs, improve security, and enhance people experiences. While these updates can bring numerous benefits, they also require organizations to stay proactive in terms of change management, communication, and training to ensure smooth adoption and minimize disruptions.

Persona-driven approach: A diverse workforce with varied technology aptitude and expectations calls for a persona-driven approach. By leveraging digital experience monitoring (DEM)tools for collecting valuable insights into user preferences, organizations can tailor services and content to meet the specific needs of each persona, leading to higher user satisfaction and engagement.

In summary:

By utilizing post-implementation rationalization opportunities, organizations can maximize user engagement, optimize licensing, increase security and compliance, enhance performance, streamline interconnections, and provide ongoing training and support. By iterative execution, organizations are able to maximize their Microsoft 365 investments and ensure that it will continue to fulfill their changing business needs.

At ÎÚŃ»´«Ă˝, we offer a wide choice of services designed to drive end-user experience. We make the transition to M365 quick and easy for you. We can assist you in conducting a full review of the current M365 ecosystem and in providing the guidance and know-how needed to maximize your company’s corporate adoption of M365 and stimulate creativity throughout your business.

Our living labs bring the solution to life with immersive experiences. Our innovation framework is designed to enable collaboration and rapid prototyping to bring ideas to life that create an amazing people experience!

We helped one of the leading banks build a collaborative workplace with a transition to Microsoft 365 targeting 100,000 users. We developed personas, mapping critical journeys and identifying the personal needs of individuals. And we brought in the team to build a gamification program that helped in driving up enthusiasm and encouraging usage. The bank achieved an adoption rate of 70-80%, with widespread adoption of Exchange Online, OneDrive, Microsoft Applications for Enterprise, SharePoint Online, and mobile tools across their offices worldwide.

Are you ready to drive Microsoft 365 adoption?

Talk to us.

In today’s evolving public sector landscape, the demand for efficient, transparent, and citizen-centric services has never been greater.

As per ÎÚŃ»´«Ă˝ Research Institute’s recent report – “64% of public sector organizations are already exploring or actively working on Generative AI initiatives, with 90% planning to explore, pilot, or implement agentic AI within the next 2–3 years.” The partnership between ÎÚŃ»´«Ă˝ and ServiceNow offers a powerful response to this challenge – combining cutting-edge technology with deep transformation expertise to reimagine how public services are delivered and experienced.

This blog explores how agentic artificial intelligence (AI) is reshaping both employee and citizen experiences, and why ÎÚŃ»´«Ă˝ and ServiceNow are uniquely positioned to lead this transformation.

Introducing Agentic AI: From Reactive to Proactive

Unlike traditional AI, which responds to prompts, agentic AI takes initiative. Only 21% of public sector organizations have moved to pilots or actual deployment of Gen AI, and just 6% have put Gen AI into production – highlighting the gap between ambition and execution. Agentic AI can plan, decide, and act autonomously to achieve goals – without needing step-by-step instructions. In a public sector context, this means:

• Proactive Service Delivery: Identifying issues before they escalate and resolving them autonomously.
• Autonomous Task Management: Coordinating multi-step workflows across departments.
• Enhanced Decision-Making: Synthesizing data to support faster, more informed actions.
• Human-Centric Design: Freeing employees from repetitive tasks so they can focus on meaningful work.

Empowering Public Sector Employees

ÎÚŃ»´«Ă˝ and ServiceNow are helping public sector organisations create intelligent, efficient, and engaging employee experiences:

• Automating Routine Tasks: ServiceNow’s AI automates repetitive processes; ÎÚŃ»´«Ă˝ tailors these to maximise impact.
• Predictive Analytics: ServiceNow predicts incidents; ÎÚŃ»´«Ă˝ helps interpret and act on the data.
• Personalized Support: ServiceNow delivers tailored experiences; ÎÚŃ»´«Ă˝ ensures they are intuitive and inclusive.
• Continuous Improvement: ServiceNow gathers feedback; ÎÚŃ»´«Ă˝ drives adoption and iteration.

Together, they enable public sector teams to work smarter, not harder – boosting engagement, reducing attrition, and improving service delivery. Less than 25% of public sector organizations report high maturity in any aspect of data readiness, including infrastructure, skills, and governance.

Elevating the Citizen Experience

Agentic AI isn’t just transforming internal operations – it’s revolutionising how citizens interact with public services. Here are some of the most impactful use cases:

• Healthcare Access: AI agents can schedule GP appointments, send reminders, and triage symptoms – reducing wait times, no-shows and improving outcomes.
• Tax and Benefits Support: AI can resolve tax queries, track welfare applications, and proactively update citizens for better engagement and faster resolutions.
• Local Services: From reporting potholes to graffiti removal, agentic AI can log, route, and track issues across departments – ensuring faster resolution and better community relations.
• Permit and Licence Management: AI can guide citizens through applications for parking permits, business licences, or event permissions – ensuring compliance and ease.
• Education and School Services: Parents can apply for school places, track transport eligibility, or manage special education needs – all through AI-guided workflows.
• Public Safety and Crisis Response: AI can coordinate emergency logistics, notify citizens, and track resource deployment in real time.

These capabilities not only improve satisfaction but also build trust in public institutions. Only 25% of citizens are satisfied with customer service from government agencies – Gen AI-powered virtual assistants can help bridge this gap.

Looking Ahead: The Future of Public Sector AI

As AI continues to evolve, agentic AI will play a pivotal role in shaping adaptive, intelligent, and human-centric public services. ÎÚŃ»´«Ă˝ and ServiceNow are at the forefront of this shift – empowering organisations to deliver experiences that are not only efficient but also empathetic and inclusive.

By embracing agentic AI, public sector organisations can unlock new levels of autonomy, innovation, and impact – while keeping humans in the loop to provide oversight, context, and judgement – ensuring both their people and their citizens are equipped to thrive in the digital age. 67% of public sector organizations are falling behind in their efforts to build data mastery – highlighting the urgency to invest in foundational capabilities.

Real-World Impact: Case Studies

• Healthcare: A Healthcare trust is working with ServiceNow and ÎÚŃ»´«Ă˝ to enhance HR service delivery. By automating routine HR tasks and providing personalised support, the hospital improved engagement, reduced turnover, and enabled staff to focus on patient care. The UK NHS is rolling out an AI tool that predicts patient falls with 97% accuracy, potentially preventing 2,000 hospital admissions daily and saving ÂŁ2 billion annually.
• Local Government: A council used ServiceNow’s AI to automate IT service management. With ÎÚŃ»´«Ă˝â€™s support, the council reduced incident resolution times by 40%, improved employee satisfaction, and achieved significant cost savings.
• Defence Sector: By leveraging the ServiceNow platform, the defence sector is building a centralised Service Management layer that unifies HR, Finance, and Commercial functions. With an intuitive, consumer-grade user experience and a single shared services model, departments can work seamlessly together. Orchestration and AI capabilities add further value, streamlining complex processes and enabling faster, smarter decision-making to strengthen resilience and operational efficiency.

You’ve invested millions in ServiceNow, but are you truly getting enterprise-wide value or just running IT workflows?

Most organizations believe their stage is set. You’ve invested in the best instruments: platforms, partners, and processes. Signals are everywhere: cost, risk, MTTR, release velocity, experience. But when those signals aren’t coordinated – and there’s no conductor – you pay a tax on complexity.

By treating a ServiceNow investment as just a technical platform without recognizing it as a strategic enabler for the business, many enterprises miss the importance of clear enterprise-wide strategy and orchestration, and of coordinated roadmaps leading to business targets. ServiceNow was sold as a platform of platforms – a foundation for enterprise workflows across IT, HR, customer service, and beyond. Its potential is huge: AI-driven automation, integrated data, and faster decision-making.

Yet most organizations hit the same wall:

• Siloed ownership keeps adoption IT-centric.
• Unmanaged demand floods the backlog with pet projects.
• Customization sprawl drives upgrade pain and technical debt.
• Governance gets political, slowing decisions and eroding trust.

The result isn’t harmony – it’s noise. Value stalls, costs rise, and the platform becomes a patchwork of local optimizations rather than an enabler for enterprise transformation.

Case in point: ServiceNow found that after 180 days.  That equates to $3.5 billion spent on technology worldwide over that period without any tangible value for IT or the business.

Adopting a single, business-aligned operating model

A dedicated organizational model can consolidate strategy, governance, architecture, delivery, and innovation into one structure.

The reflexive idea is to strike up new projects, but that’s the opposite of what is required. To unlock measurable outcomes, enterprises need to avoid piling on more piecemeal solutions and instead create a Centre of Excellence and Innovation (CoE&I) that applies the same principles of Service Integration and Management (SIAM) to the platform itself. A CoE&I is not a rebadged platform team. It’s a single, business-aligned operating model that consolidates strategy and governance, business engagement, platform architecture and support, innovation and experience, and delivery. Done right, it turns your ServiceNow investment from an operational expense into a transformation engine for IT and the business, removing the seams that slow down value and embedding continuous improvement and velocity into your enterprise strategy.

• Project vending machine: no enterprise prioritization
• °äłÜ˛őłŮ´Çłľľ±łú±đ‑fľ±°ů˛őłŮ: pattern entropy, upgrade paralysis
• Shadow demand: political work, stranded value
• No conductor: metrics abound, outcomes don’t

Shifting from legacy systems to vehicles for innovation

Intelligent orchestration on now (ION) is ÎÚŃ»´«Ă˝â€™s two-layer model for an effective COE&I that works in concert, aligning purpose, direction, and performance to move from projects to product-mode delivery with measurable business impact.

Orchestration layer: Owns vision, value cases, roadmap, and demand triage. It’s the single front door for work, prioritizing by business outcomes, not politics, and ensures the platform plays to the enterprise score – keeping tempo and sequencing releases for maximum impact.

Custodian layer: Owns architecture guardrails, integration standards, security, and run. It makes fast safe, and controls customization sprawl, upgrade debt, and risk, and ensures every release is crisp, compliant, and repeatable.

Across these layers, SIAM principles matter: integration, orchestration, and accountability are critical for success with ServiceNow. They provide the structure for multi-vendor ecosystems, clear roles, and a roadmap that links platform investment to P&L impact.

For example, a Nordic food producer wanted greater control and business agility on ServiceNow. ÎÚŃ»´«Ă˝ helped establish a dedicated instance, set governance guardrails, and prioritize a roadmap for IRM, health and safety, and catalog improvements. With clearer ownership and a product‑mode delivery model, the client achieved faster change velocity, cleaner data, and a platform that supports hybrid operations and continuous improvement.

The payoff:

• 50 percent reduction in maintenance cost through standardization and reuse
• 38 percent faster implementation via accelerators and release trains
• 80 percent improvement in first-contact resolution with integrated workflows
• Lower TCO, higher adoption, and enterprise-grade risk control

The 90-day activation plan

The focus should be on big-picture strategies, not short-term tactics, with the vision of the platform as a vehicle for innovation that transcends simple IT service management.

Through ÎÚŃ»´«Ă˝â€™s partnership with ServiceNow, and our expertise with orchestrating platform solutions across industries, we can help you take the required steps.

Days 1–30, foundation: We establish the charter, appoint an executive sponsor, and create a single demand intake process. At this stage, we baseline technical debt and set governance and architecture guardrails to ensure control from day one.

Days 31–60, quick wins: Together, we prioritize two or three high-value use cases and launch a product-mode team to deliver them. We embed joint KPIs, define platform service levels, and enforce standards for speed without risk.

Days 61–90, scale and sustain: We publish a rolling roadmap, implement a release cadence, and introduce a platform scorecard to track adoption, cycle time, and value realized. Early wins feed an innovation backlog, creating a sustainable engine for continuous improvement.

Unleashing potential to keep up with business

Governance first, then speed. Without a CoE&I, you’ll keep funding work that doesn’t move your P&L. With one, you unlock value at scale, and finally make the platform perform.

A mature CoE&I doesn’t just optimize workflows; it creates the conditions for AI-driven efficiency, connected data intelligence, and seamless customer and employee experiences. It turns fragmented processes into integrated journeys: personalized, automated, and future-ready.

The choice is simple: keep spending on projects that stall or invest in a model that delivers measurable outcomes and continuous innovation. ÎÚŃ»´«Ă˝ brings the expertise, accelerators, and partnership to make it real – fast.

The question is: will you keep playing catch-up, or start orchestrating value today?

For decades, artificial intelligence was a tool we directed – a powerful but passive assistant waiting for instructions. That paradigm is now shifting. We are entering an agentic world, where AI is evolving from a mere tool into an active collaborator.

The rise of sophisticated AI agents, powered by models like Gemini, represents the next frontier of digital transformation, a move from simply analyzing data to autonomously executing complex, multi-step tasks to achieve specific goals. ÎÚŃ»´«Ă˝ and Google Cloud have embraced the agentic era and our strategic partnership is redefining enterprise AI through Gemini-powered agentic systems.  

From concept to capability: Agentic AI in action 

According to the ÎÚŃ»´«Ă˝ Research Institute’s latest report, Rise of agentic AI, AI agents are innovating rapidly. The report shows agents could have an estimated $450 billion in projected economic value by 2028 through revenue growth and cost savings. 

But in reality, only 2% of organizations say they have implemented AI agents at scale, despite over 65% implementing, piloting, or exploring deployment. Why? Business realities have impacted trust in AI agents to work independently. “Only 27% of organizations express trust in fully autonomous AI agents, from 43% 12 months ago.” This decline is driven by concerns of data readiness, knowledge gaps, and ethical concerns.  

Organizations are beginning to modify their approach, and a new “hybrid workforce” is emerging. Within one year, 60% of organizations expect to have human-agent teams. This highlights the current challenge enterprises struggle with – assessing where AI agents can effectively integrate and complement human workers rather than displace them. It remains critical that AI agents empower the business and create value with human oversight and ingenuity. 

ÎÚŃ»´«Ă˝â€™s strategic role: Scaling AI agents responsibly

The AI landscape is filled with impressive POCs and pilots. Enterprises know that AI works and uncovers new business benefits. However, implementing agentic AI requires a high level of AI readiness. A successful POC is vastly different from a secure, scalable, and value-generating agent integrated across an enterprise. The real challenge – and where most initiatives falter – is bridging the gap between a promising pilot and a scalable, production-ready system.

ÎÚŃ»´«Ă˝ is uniquely positioned to help clients move from pilot to production. Through our RAISE platform, ÎÚŃ»´«Ă˝ offers: 

• Pre-configured workflows for rapid prototyping 
• Agentic governance frameworks for compliance and scalability 
• Custom and embedded agents tailored to enterprise-specific processes. 

ÎÚŃ»´«Ă˝ also leads in ethical AI deployment, addressing trust gaps with explainability, transparency, and human oversight. The Rise of agentic AI CRI research reported 62% of organizations rely on solution providers like ÎÚŃ»´«Ă˝ to implement agentic AI responsibly. 

By creating trust, preparing for scale, and understanding the collaboration between human and AI agents, future “hybrid” teams can thrive. The democratization of AI empowers businesses to rethink everyday operations and prepare for what’s next. 

Innovation in action: Gemini-powered agents delivering real-world impact 

ÎÚŃ»´«Ă˝ understands that an agentic AI strategy needs to be visionary and operational. Agents aren’t built overnight. To accelerate our journey and harness the creative power of our global talent, focused on a single mission: to build the next wave of enterprise-grade AI agents. Through this strategic initiative, ÎÚŃ»´«Ă˝ has developed Gemini-powered agents and solutions across sectors, solving complex challenges with measurable outcomes. I’m excited to share that ÎÚŃ»´«Ă˝ has partnered with Google Cloud to bring these pre-built agents into Google Cloud’s AI Agent Marketplace built on Gemini Enterprise, Agent Development Kit (ADK), and Agent Engine. The hackathon provided a launchpad to industrialize agent development and to put the scale into perspective:    

1. 1,800+ innovators from 39 countries 
2. 250+ AI agents built 
3. 23 use cases tackled across industries. Here are a few examples:  

• Aerospace: An agentic AI-powered multi-agent system orchestrating the end-to-end requirement validation process.  &˛Ô˛ú˛ő±č;
• Automotive and manufacturing: An AI system that automates supply chain and manufacturing to cut delays and costs with proactive decision-making. 
• Banking and insurance: A contact center tool that fetches customers data, suggests live actions, and recommends next steps.  &˛Ô˛ú˛ő±č;
• Public service: An assistant that simplifies public service access with easy sign-up and step-by-step help.  &˛Ô˛ú˛ő±č;
• Telecommunications: The AI system detects service issues, recommends fixes, and sends alerts for faster support. &˛Ô˛ú˛ő±č;

We already see the real-world results and impact that Gemini-powered solutions can bring to our clients. ÎÚŃ»´«Ă˝ partnered with Imperial War Museums (IWM) and Google Cloud to revolutionize access to historical archives. The challenge: over 20,000 hours of oral history recordings, many of which were inaccessible as audio files. Using a Gemini-powered solution, ÎÚŃ»´«Ă˝, working with Google Cloud, was able to: 

• Transcribe and translate audio recordings
• Extract metadata such as names, places, and military units 
• Generate written summaries for interviews 
• Enable interactive search and exploration of the archive. 

The process, which would have taken 22 years manually, was completed in weeks, allowing access to 20^th– century conflict narratives for researchers, educators, and the public. The project also opened new opportunities for educational use and commercial licensing, positioning IWM as a global leader in AI-powered cultural preservation. 

In addition, ÎÚŃ»´«Ă˝ collaborated with and Google Cloud to build a trusted, AI-powered infrastructure for river health monitoring. The goal: to make water cleaner and enable better environmental decision-making through real-time data available across entire catchments. The solution included: 

• Automated data pipelines using BigQuery, Earth Engine, and Vertex AI 
• Real-time observability for environmental metrics 
• Reporting built on Looker for stakeholder transparency. 

Enterprise readiness: Take advantage of the agentic era 

ÎÚŃ»´«Ă˝ and Google Cloud provide the power to accelerate transformation of intelligent, autonomous systems to make AI-powered enterprises possible. The successful adoption hinges on redesigning business processes, strengthening data foundations to ensure scalability, and balancing autonomy with human oversight to foster trust. 

Learn how ÎÚŃ»´«Ă˝ can help you pilot agentic AI solutions, scale use cases across business lines to maximize value, organize hackathons to accelerate adoption, and build transformation roadmaps that have real impact on business outcomes. 

Ready to accelerate your journey into the agentic era? Contact us today at googlecloud.global@capgemini.com to start your AI transformation!