Building confidence in the age of AI: Why inclusive communication and training matter most
Published by Colt Technology Services on October 23, 2025
AI is transforming telecoms. It’s reshaping how networks are managed, how decisions are made and how customers are served. Over the next three years, 92% of companies plan to increase their AI investments. But as adoption accelerates, so does uncertainty.
Our latest research, based on responses from over 1,000 telco employees, shows that while optimism around AI’s potential is high, so are concerns about its impact on jobs. More than half (55%) worry that that AI could displace their role or part of it in the future. The global average is 30%.
One message stands out: progress depends on how well people are supported through change.
Communication builds confidence
Our research reveals that just one in three organisations communicate clearly about how AI is being used or their plans for it. Yet these conversations are crucial. AI adoption should happen with employees, not to them.
Transparent communication about what AI means for day-to-day work helps replace fear with understanding. Employees who feel informed are far more likely to see AI as an opportunity rather than a threat.
This echoes one of our recommendations for responsible AI adoption: put people first and be clear. Leaders must listen to employee concerns, explain how AI may change roles, and be transparent about both opportunities and risks. Honesty builds trust and trust drives adoption.
Training empowers people to embrace change
46% of respondents believe AI training is essential to building confidence. Those who receive AI-specific training and regular communication feel far more secure in their jobs. Confidence grows even further when training is inclusive, accounting for different learning styles, time constraints and levels of experience. The findings also suggest that compulsory training may be key.
“There’s an assumption everyone is ready to adapt, but a lot of people are just overwhelmed and staying silent.” – Chief Technology & AI Officer
Investment in skills development, from AI literacy to data protection, empowers people to use technology safely, fairly and effectively.
However, while there has been a surge in employees using AI at work over the last year (from 48% in 2024 to 72% in 2025), there’s an alarming number of employees using unauthorised AI tools which can create serious security risks. This signals a gap in governance, training and communication that must be addressed.
Inclusion is vital to responsible AI adoption
While communication and training are essential, inclusion is non-negotiable.
Without deliberate planning, AI could deepen existing gender inequalities. Our research shows that roles most vulnerable to automation (e.g. customer service and administration) are disproportionately held by women.
“If you look at the areas being automated first, they tend to be roles often filled by women.”
– Head of Diversity, Access and Participation
AI can be a powerful force for inclusion, helping reduce bias and support flexible work, but this won’t happen by default. Organisations must take a people-first, inclusive approach, assessing who will be affected, designing reskilling programmes early, and ensuring diverse voices help shape AI strategy.
Despite growing awareness, action is lagging. While 60% of telco professionals say their company is considering how AI could worsen gender disparities, only 22% say work is actively taking place to mitigate those risks. This must change if AI is to serve everyone fairly.
Inclusion shouldn’t be an afterthought. It should be embedded from the start, shaping every element of AI strategy, governance and change management.
Turning concern into confidence
AI doesn’t have to mean uncertainty. It’s a chance to build stronger, more inclusive organisations where innovation and trust go hand in hand.
That means:
- Putting people first and being clear about how AI will change roles and what support is available
- Helping employees learn and feel ready with tailored, inclusive training
- Involving diverse voices early to ensure AI decisions reflect a range of perspectives
- Embedding governance and risk mitigation into AI strategies, not just identifying risks, but actively addressing them
When people feel informed, supported and included, they become champions of change. With inclusive communication and training at the heart of AI adoption, employers can turn concern into confidence and make sure no one is left behind.
Read the full story in the report
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