Key learnings from the opening interview of Christel Heydemann, CEO of Orange, by Charlie Perreau, journalist at Les Echos, at the Adopt AI Summit by Artefact - June 5, 2024
About Christel Heydemann: As CEO of Orange, Christel has dynamically steered the Group’s strategic initiatives, particularly in harnessing AI and digital technologies to redefine telecommunications globally. Her prior experiences at Schneider Electric and Alcatel-Lucent underscore her commitment to transformative leadership and technological innovation.
About Orange Group: With a 2023 revenue of €44.1 billion and a dedicated workforce of 137,000, Orange serves 298 million customers worldwide, demonstrating its scale and commitment to customer-focused innovations.
AI and customer experience
Orange leverages AI to enhance customer experiences, as evidenced by a successful AI-generated video promoting women’s sports, which garnered two billion views and numerous awards.
AI in network operations
AI significantly reduces network alarm numbers, enhances customer service efficiency, and streamlines agent-customer interactions.
Challenges in AI integration
Building networks for AI requires overcoming compute and power bottlenecks, emphasizing the need for real-time responsiveness and significant changes in network design.
AI and network evolution
Adapting networks for AI involves long-term efforts, similar to the adaptation for video streaming, and requires a focus on minimizing power consumption while maximizing efficiency.
“We want to use AI to make our networks smarter, our employees more efficient, and, most importantly, to improve the experience of our customers.”Christel Heydemann, CEO of Orange Group
Environmental impact and goals
Orange aims for net-zero carbon emissions by 2040, focusing on renewable energy, reducing electricity consumption despite increasing network traffic, and decommissioning older networks.
Sustainable device use
Extending the lifetime of mobile devices is crucial for industry-wide carbon neutrality, requiring collaboration with manufacturers and attention to hardware-software management.
Global commitment and social responsibility
Orange is dedicated to expanding mobile networks in underdeveloped regions, ensuring AI integration benefits all areas, including those lacking basic infrastructure.
Employee training and job evolution
AI impacts all job roles, necessitating comprehensive training and change management to ensure employees are prepared for new technologies and job transformations.
Security and AI
AI enhances cybersecurity but also increases the potential for cyber attacks, requiring ongoing development and training in cybersecurity roles.
Support for SMBs and external training
Orange extends its internal AI training to small and medium-sized businesses (SMBs), facilitating broader AI adoption and support.
Internal AI use
Orange utilizes an enterprise GPT tool for internal operations, with widespread employee adoption, showcasing practical AI applications within the company.
Collaboration with startups
Orange collaborates extensively with startups, providing use cases, scaling opportunities, and investment support, particularly through programs like Orange Venture and French Tech.
Strategic partnerships and ecosystem development
Orange partners with major tech companies and other European telecom operators to bolster the digital ecosystem in Europe, emphasizing innovation and job creation.
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