How IBM’s blueprint for industry transformation leverages AI, 5G, and collaboration

Priya Kurien, the client strategy and innovation leader of global industries at IBM, has a fascinating job working with C-suite and senior leaders for IBM’s clients across the world, helping them to leverage IBM’s technology, particularly with AI.

In this interview, we conduct a wide-ranging discussion, going from telecom partnerships to 5G to AI to NASA and even Earth science and medical innovations.

Without further ado, let’s dive into our interview.

ZDNET: Could you share your journey in telecom and what led you to advocate for cross-industry collaboration?

Priya Kurien: My journey in telecom began during the e-commerce era, a transformative period when operators were adapting to the shift from landline calls and very limited 2G mobiles to providing internet connections. In the time since, there have been many changes in the industry from traditional infrastructure to modern innovations such as copper to fibre-based communications networks, and the transition from 2G to 5G.

Also: IBM’s enterprise AI models are more powerful than anything from OpenAI or Google

Having worked closely with operators during these pivotal changes, I’ve seen firsthand how telecom lies at the heart of connecting the world and enabling industries.

As the industry has continued to evolve, the importance of customer value has become a key differentiator. By adopting cross-industry collaboration, it means we’re able to develop partnerships across different sectors to drive innovation and growth for our shared customer base, and the telecoms industry has the ability to help bridge those diverse gaps to create transformative solutions.

ZDNET: How can telecom partnerships accelerate advancements in fields like geospatial intelligence and climate science?

PK: In many countries around the world, telecom operators are considered critical infrastructure and regulated by their governments. As a result, during extreme weather-related conditions, telecom operators focus on maintaining connectivity for citizens.

By partnering with organizations specializing in geospatial intelligence and climate science, we can create richer data sets for all entities involved. For example, this collaborative approach can result in the development of early warning systems for natural disasters, or real-time climate monitoring, enabling those involved to continue improving both on a joint scale, and as individual organizations.

We also know that telecom operators themselves have vast IoT and sensor networks that can provide critical on-the-ground data. When combined with satellite imagery, this information can enhance the quality of geospatial data that will improve advancement of this field, with the potential to deliver societal benefits, helping communities prepare for and adapt to climate challenges.

ZDNET: Could you walk us through the IBM-NASA collaboration to make Earth science data accessible and its impact on industries outside of space?

PK: In an effort to widen access to NASA Earth science data and accelerate climate-related discoveries, IBM and NASA worked together to develop the largest geospatial AI foundation model on Hugging Face. As a result, IBM’s watsonx.ai geospatial foundation model — built from NASA’s satellite data, is the first-ever open-source AI foundation model built in collaboration with the organization.

By developing open-source technologies, we can accelerate critical areas of discovering for issues including climate change, indicating how collaboration across industries allows us to implement faster and more impactful solutions that will improve our planet.

The model — trained jointly by IBM and NASA on Harmonized Landsat Sentinel-2 satellite data (HLS) over one year across the continental United States and fine-tuned on labelled data for flood and burn scar mapping — has demonstrated to date a 15 percent improvement over state-of-the-art techniques using half as much labelled data.

With additional fine-tuning, the base model can be redeployed for tasks like tracking deforestation, predicting crop yields, or detecting and monitoring greenhouse gasses.

ZDNET: How do you see IoT innovations transforming telecom’s role in everyday consumer experiences?

PK: Consumers are already relying on IoT devices in their day to day lives, from smart home systems, lighting, thermostats, smart meters, voice controllers and robotic vacuum cleaners. Many operators around the world not only sell IoT devices, but some also offer services to set up and manage these devices for their consumers.

Often, consumers forget that their daily lives involve IoT, for example the connected car is one of the most sophisticated IoT devices and yet, most people would probably not list this as one of their IoT devices.

Telecom operators can also provide personalized plans for consumers based on their IoT devices and data consumption and is another example of how the telecom industry has shown itself to be the backbone of global progress.

ZDNET: What are some of the biggest challenges in telecom partnerships, and how can these be overcome?

PK: Partnerships require a culture of collaboration as well as the maturity to navigate differences. In our view, these are some of the greatest challenges that the telecom industry faces in partnering for innovation.

For example, breaking down silos, cross pollinating ideas and sharing challenges to identify innovative ideas is just a few ways in which we can jointly create enterprise transformation, and at IBM, we can support in developing those collaborations across key technologies including APIs, AI, and security.

There is a famous quote [often attributed to Henry Ford] that sums up partnerships well for me: “Coming together is the beginning, keeping together is progress and working together is success.”

ZDNET: Could you provide examples of success stories where multi-industry partnerships drove transformative change in telecom?

PK: There are a number of multi-industry partnerships to drive change in the industry. For example, in the connected cars arena, Verizon’s partnerships with automotive OEMs help to deliver in-car Wi-Fi services, showing how telecom and automotive industries work can together to enhance driver experiences.

Another example of how telecom can collaborate is to improve healthcare services. The Medical Drone Delivery project with BT and Skyfarer uses drones for medical deliveries, as a solution born from COVID-era challenges, demonstrating telecom’s potential in supporting the future growth of how technology can work to improve the wider healthcare system.

What we’re seeing in these examples is how we can turn big ideas into tangible outcomes, and that’s a really exciting direction to be heading in.

ZDNET: What are the unique values that telecom businesses can bring to industries like healthcare and finance through cross-industry collaboration?

PK: Health and finance are two key sectors in which improved connectivity can make all the difference. For example, the concept of telehealth is expanding rapidly, driven by several factors including the COVID pandemic, technological advancements, and a consumer demand for convenience. Telehealth can include virtual appointments to remote monitoring devices, allowing patients to consult with healthcare providers, manage chronic conditions, access health information, and receive medical advice without needing to visit a physical healthcare facility.

In a drive to bridge the digital divide and improve financial inclusion across Africa, Airtel Africa extended their distribution network in rural and semi-urban areas, providing resilient, far-reaching coverage to enable millions of people to access telecoms and banking services. This new, financial ecosystem allowed the company to offer mobile money services, including digital wallet payments systems, microloans, savings and international money transfers, boosting financial inclusion for residents who were previously excluded.

ZDNET: How can telecom companies better leverage AI to unlock greater innovation and efficiency for enterprise clients?

PK: There are several ways in which AI can improve efficiency for clients, including productivity gains and new revenue streams. For example, we know that AI is revolutionizing customer care for enterprises by automating routine tasks, improving personalization, and enabling 24/7 support. AI can also support in managing change requests in enterprise sales by streamlining processes when it comes to client modifications or service specifications.

AI and automation are also transforming how enterprise connectivity deployment and monitoring can improve efficiency, reduce downtime, and increase proactive management.

Efficiency is a necessity for most operators to improve profitability, and having an agile approach will help towards achieving these outcomes.

ZDNET: What are some risks associated with cross-industry collaborations in telecom, and how can companies navigate them?

PK: Understanding the risks and challenges when it comes to partnerships working is essential for driving the intended transformation. Differences in regulatory compliance is a potential issue, however, establishing compliance frameworks from the beginning ensures that all parties understand their regulatory obligations.

Complexities in partnerships can also arise, so it is essential that clear roles and responsibilities are defined ahead of the project. There could also be the risk of cultural mismatch. However, by setting a common goal and having mutual respect and open communication, many of these issues can be swiftly mitigated.

ZDNET: How essential is data security in telecom collaborations, particularly with APIs?

PK: Data security is critical for telecoms as they work with APIs, as secure APIs lead to good reputation and trust with consumers and enterprises, whilst managing potential risks and ensuring regulatory compliance.

Secure API design, encryption of data, security testing, monitoring and logging are vital elements as organizations collaborate through APIs. Alongside this, it is essential to implement an incident response management plan, as transparent and shared communication can ensure successful API integration.

ZDNET: In what ways does cross-industry collaboration foster resilience and agility within telecom firms?

PK: Cross-industry collaboration enables telecom firms to enhance their resilience and offerings by diversifying expertise and accessing resources outside their usual domain. These partnerships allow firms to tap into broader skill sets and funding opportunities, reducing operational risks and fostering innovation.

For example, collaborations often lead to market expansion and access to emerging markets, creating new revenue streams. Additionally, with increased emphasis on data security, these partnerships have the added benefit of reducing risk, ultimately driving agility in telecom operations.

ZDNET: What role does enterprise connectivity play in the success of transformative partnerships in telecom?

PK: Enterprise connectivity acts as the backbone for successful partnerships, ensuring seamless integration and communication across industries. A key insight from IBM’s research looking at telecoms’ blindspots highlights that operators often struggle to align with enterprise customers, and are often undervaluing the services of most interest to customers.

However, as part of research, we discovered a sub-group of communications service providers that have adopted a more forward-thinking approach in their drive for solutions beyond basic connectivity. We call them the ‘In-touch Telecoms’, and they’re gaining an edge over their peers by employing a more customer-centric focus, a culture of innovation, and a stronger reliance on an ecosystem of business partners.

Pursuing digital transformation through technologies such as cloud computing, machine learning, and AI positions leaders in the telecommunications industry to develop new business models both within the industry and through partnerships with companies in other industries.

This optimization of next-generation technologies can support them in navigating different environments — a key ask of many of our enterprise clients.

ZDNET: With digital transformation as a priority, how can telecoms keep pace with industries evolving at different rates?

PK: Flexibility and collaboration are crucial qualities telecom companies need to consider in order to keep pace with different industries. This includes the use of standardized APIs that facilitate modular and rapid integration, supporting industries that evolve at varying speeds, innovation hubs that create ****spaces for collaboration and allow telecoms to co-develop solutions with industry-specific partners, and partnerships that include building alliances with other industries to foster shared growth.

These initiatives enable telecoms to adapt to the evolving landscape, ensuring they remain relevant in a rapidly changing world.

ZDNET: How important are APIs for connecting telecom capabilities with diverse industries, and what new value does this bring?

PK: APIs are crucial for enabling telecoms to work with other industries, as they provide a modular, scalable way for integrating rapidly with other industries. IDC is projecting that telecom and network APIs will grow to $6.7 billion by 2028 from $700M in 2023), at a compound annual growth rate of 57.1%, driven by a rise of platform-based commerce and the need to generate new revenues.

In September 2024, there was a landmark agreement between some of the world’s largest telecom operators announcing a new venture to combine and sell network APIs on a global scale, supporting innovation in digital services. The partner ecosystem will further drive developer experience whilst increasing value creation across the industry.

ZDNET: How are telecom firms adapting to meet the needs of advanced medical devices like smart implants and remote monitoring solutions?

PK: Telecom firms are leveraging 5G networks to address the low latency requirements of advanced medical devices. These solutions enable real-time monitoring for devices like smart implants and remote monitoring devices, enhancing patient outcomes.

Additionally, telecoms are implementing robust security measures to ensure compliance with healthcare regulations when transmitting sensitive patient data — a critical component to building trust in this health and telecom collaboration.

Establishing innovation hubs with healthcare organizations can further support the development of remote monitoring solutions and advanced medical technologies, highlighting the role telecoms can play in the wider healthcare ecosystem.

ZDNET: Could you discuss how 5G is enhancing the potential for enterprise-level partnerships across various sectors?

PK: Private 5G networks are transforming how enterprises build partnerships across industries to open up new avenues of value creation. For example, at the Port of Tyne, BT and Ericsson are building the UK’s first site-wide deployment of 4G and 5G standalone connectivity, driven by a host of planned activity including autonomous vehicles, survey drones, smart surveillance, AI, and XR.

In China, Unicom is planning to install 5G networks in more than 100 mines to monitor operations, boost efficiency and reduce safety related risks. We’re also seeing this in manufacturing too, with Mercedes-Benz leveraging private 5G with telecommunications company Telefónica Deutschland and network supplier Ericsson to optimize production, enabling automation and IoT integration.

These applications demonstrate how 5G fosters collaboration, drives efficiency, and unlocks transformative opportunities across different industries.

ZDNET: How do telecom companies balance the need for innovation with their responsibility to maintain stable and secure infrastructure?

PK: Telecom firms achieve this balance by adopting a ‘security by design’ approach, embedding security within their processes, alongside a culture of collaboration. Improving the skillset of the workforce, creating internal cross functional teams, and fostering a mindset of innovation and partnerships, whilst developing a zero-trust architecture for high availability and listening to the customer, are different ways in which telecom companies can balance innovation and maintain stable and secure infrastructure. This focus allows telecom firms to introduce cutting-edge solutions without compromising reliability.

ZDNET: How are telecom firms leveraging AI for operational efficiencies within cross-industry collaborations?

PK: The telecom industry has some of the most complex customer care requirements in terms of the variety of plans and types of connectivity they support. Traditional AI has been used for over a decade to provide support for customer care and chatbot support, and gen AI has unsurprisingly been adopted by many telecom operators to support the contact centre for agent assist and contact summarization – some have even started to deploy gen AI agents directly with customers.

Also: This free AI training from IBM could boost your resume in 10 hours

IBM research has also found that gen AI was being used by the telecom industry across customer service, IT, information security, finance, risk and compliance, sales, marketing and HR functions — highlighting that efficient AI models can streamline workflows, reduce latency, and improve decision-making, driving efficiencies across their business.

ZDNET: What trends do you see shaping the future of telecom partnerships, and how might they impact global connectivity?

PK: I see a number of emerging trends that have the potential to shape future telecom partnerships, including 5G rollout where there is wider support for smart cities and healthcare, expansion of private 5G networks that leads into innovation in other industries, edge computing for autonomous vehicles, and self-healing networks with AI and automation to further improve connectivity.

With the varying partnerships and collaborations we’re seeing across different industries, APIs are becoming a source of revenue for operators, alongside digital inclusion policies and initiatives to get to the billion of the world’s population that is still unconnected.

You can follow my day-to-day project updates on social media. Be sure to subscribe to my weekly update newsletter, and follow me on Twitter/X at @DavidGewirtz, on Facebook at Facebook.com/DavidGewirtz, on Instagram at Instagram.com/DavidGewirtz, on Bluesky at @DavidGewirtz.com, and on YouTube at YouTube.com/DavidGewirtzTV.