Over the past three years, the Telecommunications – Information & Communications Technology (ICT) industry has entered a phase of “mandatory restructuring.” The market is saturated, competition in data services is increasingly fierce, and customer behavior is changing faster than the speed of infrastructure upgrades. AI is disrupting how businesses operate. And notably, group–corporation structures are continuously merging, streamlining, and redesigning processes.

2026 will be a pivotal year: organizations must adapt quickly to rise—or fall behind in the “race of speed and excellent customer experience.”

1. New Context: Opportunities Come with Challenges

What are Telecom – ICT enterprises facing?

• Traditional revenue streams (voice – SMS) continue to decline sharply, while digital services become the core—but rollout speed remains inconsistent.
• Customers demand a “zero-wait” experience: everything must be fast, seamless, and transparent.
• AI is transforming operational standards across CSKH, technical support, sales, and network optimization.
• Internal issues after unit mergers: process conflicts, cultural fragmentation, and inefficient coordination.
• Pressure to streamline while still increasing productivity and maintaining service quality.

The positive side is that opportunities have never been greater: AI, Big Data, cloud computing, and 5G—if leveraged correctly—can boost productivity by 30–50%, cut processing time by up to 60%, and elevate service quality to international standards.

2. L&D Trends in 2026 for the Telecommunications – ICT Sector

Based on workforce and learning trends in Vietnam and globally, there are five major shifts that Telecom – ICT enterprises must grasp:

• L&D is no longer just “training” — it has shifted to “capability acceleration”
Organizations need hands-on, real-practice training that can be applied and measured immediately. Adaptive learning, project-based learning, and operational scenarios are increasingly applied.

• L&D must integrate technology: E-learning + coaching + simulation
E-learning becomes the minimum foundation, enabling wide-scale, fast, and cost-effective training.
(Referenced from the 360° E-Learning report.)

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• Digital & AI skills training becomes mandatory

Not only for technical teams, but also:

• • Customer service teams use AI to respond, analyze, and recommend optimal solutions.
  • Sales teams use AI to write proposals and analyze markets.
  • Managers use AI for planning, reporting, and performance evaluation.

• Soft skills rise in importance: omnichannel communication, internal coordination via SLA
After mergers, coordination, transparency, and internal communication become survival criteria. Thus, omnichannel communication and SLA-based coordination (Service Level Agreement) are critical priorities moving forward.

• Corporate culture must be rebuilt toward “human-centric – execution-driven – innovation-focused”
No organization can operate lean if outdated mindsets continue to govern daily activities. Cultural renewal requires reshaping mindsets, standardizing perspectives, defining behavioral norms, and building a sustainable organizational culture.

3. Lead-UP Academy’s Recommended Training Programs for the Telecommunications – ICT Sector in 2026

Based on hands-on experience working with VNPT, Viettel, MobiFone, and content from the proposal file, Lead-UP Academy recommends the following training groups:

• For Middle Management

In many large corporations, the “real bottleneck” does not lie in technology or processes—but in the middle management layer, where strategy must be translated into execution. Leadership, operations, and digital transformation programs must be updated and included in the 2026 development agenda for middle managers:

1. Leadership in the Digital Era & Lean Operating Models
2. HR Management in Mergers – Change – Restructuring
3. Planning & Work Supervision Using Digital Tools
4. Building Internal Culture & Inspirational Leadership
5. Conflict Management & SLA-based Coordination
6. Enhancing Decision-Making Capabilities in VUCA environments
7. Applying AI in Management: reporting – monitoring – evaluation – operations
8. Managing seamless and omnichannel customer experience

• For Sales Teams

Essential programs for sales staff—from market mindset to sales skills to omnichannel customer care:

1. Market Analysis & Customer Behavior Trends 2026
2. Building Solution Selling Capabilities
3. Maximizing Sales Productivity with AI: lead generation – proposal writing – competitive analysis
4. Omnichannel Customer Service Skills (Zalo – Web – App – Call Center – Social)
5. Negotiation & Objection Handling in Telecommunications – ICT
6. Territory Management & Corporate Customer Care
7. Excellent Customer Experience Management

• For Technicians – Field Response Teams – Network Operations

Technical teams ensure service stability and often directly interact with customers. Therefore, standardizing behavior, improving troubleshooting skills, and enhancing customer experience are essential to maintaining competitive advantage in the digital era. Key programs to consider in 2026:

1. Communication Standards & Professional Conduct for Next-Generation Technicians
2. International-Standard Troubleshooting Process + Practical Scenarios
3. Customer Communication During Issue Resolution
4. Route Optimization – Network Optimization – Standardized Data Recording
5. Applying AI & Software in Field Information Management

To enter 2026 with a truly competitive workforce, Telecommunications – ICT enterprises must act decisively and strategically. The first priority is clarifying HR strategy aligned with business growth goals—because this is no longer the era of “training for formality.” L&D must directly address operational and business bottlenecks. Enterprises must standardize competency frameworks for each role—management, sales, technical—with specialized programs for each group.

At the same time, AI must be integrated into the entire learning journey—not as a trend, but as a mandatory operational requirement. Training must follow a hands-on model: “do – measure – improve,” anchored in checklists, SOPs, KPIs, and real industry scenarios. A continuous learning model (blended learning) is also essential, combining classroom training – e-learning – on-site coaching – post-training evaluation to ensure real application. Finally, organizations must reshape culture around unified mindsets, behaviors, and standards—because post-merger problems cannot be solved through meetings alone, but through disciplined learning, practice, and behavior change.

2026 is not a year for companies that move slowly. The Telecommunications – ICT sector requires a new generation of workforce: digital mindset – digital skills – digital behaviors – digital tools. Lead-UP Academy is ready to partner with enterprises through practical, customized, and results-driven training programs—ensuring teams not only learn, but perform – excel – exceed standards.

Wishing you success!

Lead-UP Academy | Learn to Act – Act to Lead