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2024 Year in Review

In which we take you through the big things from 2014 in State and Local Government, K-12 and Higher Education, and Business and Retail.

We’ve arrived at the end of the year; a period of either crazy panic to finish things before the holidays begin, or a calm that the lucky few of you seem to be able to tap into. In both cases, this time of year tends to have people reflecting on the year that’s just past and making plans for the upcoming one.

In that spirit, we present to you major things in telecommunications & customer experience this year in the sectors of State, Local Government, Education, Business and Retail:

State & Local Government

Cybersecurity Enhancements

For the tenth consecutive year, cybersecurity remained the top priority for State CIOs. Governments focused on bolstering cyber-resilience to swiftly address and recover from security incidents. Many states utilized federal grants from the Infrastructure Investment and Jobs Act to enhance the security posture of local governments and schools, emphasizing training, endpoint protections, email security, and multi-factor authentication.

Digital Services Expansion

There was a concerted effort to deliver faster, more reliable digital government services. Initiatives included consolidating portals to present a unified government interface, implementing single resident identifiers for streamlined access, and leveraging video technology to connect residents with government services remotely.

Artificial Intelligence (AI) Integration

State governments began establishing policies for the appropriate use of AI, focusing on augmenting human efforts rather than replacing them. AI applications were explored in areas like chatbots for resident services, cybersecurity operations, and fraud detection.

K-12 & Higher Education

Broadband Expansion

The Broadband Equity, Access, and Deployment (BEAD) program, administered by the National Telecommunications and Information Administration (NTIA), continued to support broadband infrastructure projects, aiming to provide high-speed internet access to underserved areas, thereby enhancing educational opportunities.

Digital Equity Initiatives

Programs under the Digital Equity Act promoted digital inclusion, ensuring that all communities, including educational institutions, had the necessary skills and technology for broadband use.

AI Takes Root

Educational institutions began integrating AI to personalize learning experiences, automate administrative tasks, and enhance student engagement, preparing students for a technology-driven future.

Business & Retail

Generative AI Integration

Communication Service Providers (CSPs) actively explored generative AI to enhance customer care, service, and network performance. By analyzing unstructured data across various business segments, AI applications aimed to improve operational efficiency and customer satisfaction.

5G and Internet of Things (IoT) Expansion

The widespread rollout of 5G networks facilitated new business models emphasizing connectivity, edge computing, and IoT integration. This expansion enabled businesses to leverage advanced telecommunications infrastructure for innovative applications and services.

Labor Shortages

The telecom retail industry contended with significant labor shortages, affecting workforce availability and operational efficiency. Retailers adopted technological solutions and streamlined processes to mitigate the impact of staffing challenges.

Enhanced Customer Experience

Retailers focused on improving customer interactions by integrating AI-driven platforms to automate tasks and personalize services.

Conclusion

As we close the chapter on this transformative year, it’s clear that innovation and adaptation have been central themes across state and local governments, education, and the business and retail sectors. From cybersecurity advancements and broadband equity initiatives to the integration of AI and the expansion of 5G networks, 2023 showcased significant strides in leveraging technology to meet evolving demands. As we move into the new year, the challenge and opportunity lie in building on these foundations – ensuring inclusive access, fostering resilience, and delivering enhanced experiences for all. With continued collaboration and a focus on innovation, the next year promises even greater progress in telecommunications and customer experience.

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