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The Sectoral Context of Digital Transformation of Business Processes: Adapting Best Practices for Telecom Companies
Pankov S. V., Shaulska L. V.

Pankov, Serhii V., and Shaulska, Larysa V. (2025) “The Sectoral Context of Digital Transformation of Business Processes: Adapting Best Practices for Telecom Companies.” Business Inform 7:122–130.
https://doi.org/10.32983/2222-4459-2025-7-122-130

Section: Information Technologies in the Economy

Article is written in Ukrainian
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UDC 330.342.146

Abstract:
The article thoroughly examines the digital transformation of business processes in telecommunications companies as one of the main factors ensuring their sustainable development, increasing adaptability to the challenges of the digital economy, and enhancing competitiveness in both global and local markets. Special attention is given to the role of business processes in the formation and implementation of digital strategy, as customer service management, sales, technical support, finance, and networking directly impact the competitiveness of companies. The study conducts an in-depth analysis of leading technologies such as artificial intelligence, Big Data, the Internet of Things, cloud solutions, and 5G networks, which contribute to increasing the flexibility, speed, personalization, and scalability of business processes. The best global practices of digital transformation have been generalized, including the implementation of CRM/ERP systems, digital client platforms, application of robotic process automation (RPA), as well as flexible management methodologies such as Agile and DevOps, which ensure a more efficient response to market changes and customer needs. The specific features of adapting these innovative solutions to the conditions of the Ukrainian telecom market are considered, taking into account its institutional, technical, and legislative characteristics. The main obstacles to digital transformation have been identified, including organizational resistance to change, a shortage of qualified specialists, outdated technical infrastructure, increasing risks of cyber threats, and significant financial costs for introducing new technologies. Based on a comprehensive analysis, practical recommendations have been formulated regarding the strategic planning of digital transformation, the development of digital culture, and the creation of an innovative environment within telecom companies, which enables the involvement of management staff in change processes and enhances the efficiency of business processes. A phased approach to the implementation of digital solutions has been proposed, taking into account the risks, constraints, and priorities of the industry. The prospects for further research concern the analysis of the impact of digital innovations on customer experience, the study of the mechanisms for cultivating digital culture in companies, as well as the investigation of the integration of transformational processes into the overall strategy for sustainable development in the telecom business.

Keywords: business processes, digital transformation, digital technologies, digitization of business, telecom companies, adaptation, global practices, innovations.

Fig.: 1. Tabl.: 3. Bibl.: 15.

Pankov Serhii V. – Postgraduate Student, Department of Enterprise Economics, Taras Shevchenko National University of Kyiv (60 Volodymyrska Str., Kyiv, 01033, Ukraine)
Email: [email protected]
Shaulska Larysa V. – Doctor of Sciences (Economics), Professor, Professor, Department of Enterprise Economics, Taras Shevchenko National University of Kyiv (60 Volodymyrska Str., Kyiv, 01033, Ukraine)
Email: [email protected]

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