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Digital technologies such as automation, cognitive systems, and the increasing demand for elite skill sets that are required for meeting the digital demands from the marketplace are dramatically changing the service provider's workforce


  • The rapid growth of new technologies in areas such as automation, Internet of Things (IoT), cognitive systems, and data science are expected to create new roles that didn’t exist before, and subsequently technology will replace people in some areas over time.
  • Technological advances are impacting job profiles and skills requirements, making some roles redundant and leading to an environment where constant updating of skills is mandatory. Bridging the skills gap in current resource base and ensuring that the skills pipeline continues to supply the talent required for dealing with future technological and business needs presents an ongoing challenge for service providers.

Features and Benefits

  • The report looks at how the service provider workforce will be impacted by changes in the talent pool and technology.
  • The report provides opinion on what service providers have to do to ensure that their workforce strategies are relevant in the digital era.

Key questions answered

  • What will be the impact of changing technology and demographics on the service provider workforce?
  • How can a service provider ensure a balance between technology and talent investments?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Multiple factors are involved in the changing nature of the workforce

  • Demographic and socioeconomic factors are changing the composition of the service provider workforce
  • Job profiles and skill requirements are changing with technological evolution

Service providers need to recalibrate workforce strategies

  • Technology is opening doors to a wider talent pool and simplifying the recruitment process
  • The service provider has to deal with a workforce that is more fluid than ever
  • Drawbacks in current practices hamper the environment needed for nurturing a digital workforce
  • Failure to readjust the talent pyramid will hamper providers' ability to remain relevant in a rapidly changing landscape


  • Methodology
  • Further reading
  • Author

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