Singtel Group is accelerating enterprise-wide AI adoption, embedding the technology into core workflows while driving strong employee uptake through sustained training and leadership engagement.
The Singapore-based telecommunications group has integrated AI across software development, customer operations and decision-making processes, positioning the technology as a practical tool for day-to-day work rather than a standalone innovation initiative. Its approach reflects a growing shift among large enterprises to focus on workforce enablement as a key driver of AI value.
“We see AI as a significant opportunity to empower our people and transform how work gets done across Singtel,” said William Woo, group chief information officer and group chief digital officer.
“As we scale its use, it is critical that our employees are equipped to use it confidently and responsibly, so we can translate these tools into meaningful improvements in productivity, innovation and customer experience.” William Woo
A cornerstone of Singtel’s strategy is its collaboration with OpenAI, through which it has deployed ChatGPT Enterprise to more than 3,000 employees in Singapore.
The initiative has achieved over 80% monthly active usage, signalling sustained engagement rather than passive access. Internal data indicates usage levels over the past three months have exceeded OpenAI benchmarks, supported by structured training and ongoing user support.
Employees report tangible benefits, including time savings on routine tasks, enhanced creativity and improved idea generation. These outcomes point to a broader transformation in how work is executed, with AI increasingly embedded into everyday workflows rather than confined to pilot programmes.
Singtel’s emphasis on workforce readiness is reinforced by its annual investment of S$20 million in employee training. The funding supports upskilling initiatives designed to build internal AI capabilities and ensure employees can apply the technology effectively in their roles.
This people-centric approach aligns with the company’s broader AI ambitions, including scaling infrastructure and digital services through its regional data centre arm Nxera and IT services business NCS.
The partnership with OpenAI also underscores the importance of aligning advanced technology deployment with practical usability.
“As intelligence becomes more like a utility, organisations need to make AI useful in the day-to-day work of their people,” said Oliver Jay, managing director of International at OpenAI.
For COOs and enterprise leaders, Singtel’s approach highlights a critical lesson in AI transformation: adoption alone is insufficient without active workforce engagement. By combining technology deployment with structured training, leadership alignment and measurable usage, organisations can move beyond experimentation towards sustained operational impact.
As AI continues to reshape enterprise operations, Singtel’s experience illustrates how embedding the technology into everyday work — supported by strong employee uptake — can unlock productivity gains while strengthening workforce confidence and innovation capacity.
