Tomorrow - ein McKinsey Podcast New Learning: Wie die Deutsche Telekom Mitarbeitende mit KI-gestützten Schulungs- und Coaching-Tools stärkt
Nov 27, 2025
In this insightful discussion, Urij Dolgov, an AI leader at Deutsche Telekom, and Nicolai von Bismarck, a McKinsey partner, explore the revolutionary AI-driven training and coaching system enhancing employee skills. They delve into the challenges posed by complex customer interactions and the importance of soft skills alongside technical abilities. The duo shares how personalized learning paths, akin to fitness coaching, are transforming employee development and service quality, fostering an empathetic approach to continuous improvement.
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Rising Complexity Of Frontline Work
- Customer interactions are becoming more complex as chatbots handle simple queries and humans face harder, more individual problems.
- Urij Dolgov argues AI should identify fair, relevant coaching topics to boost frontline problem-solving and empathy.
Give Employees A Personal Coach
- Do provide a personal coaching experience that highlights strengths and pinpoints where to improve for both technical and soft skills.
- Nicolai von Bismarck recommends using AI to tell employees what they did well and where to build skill over time.
Transparency Changes Coaching Dynamics
- Transparent, objective feedback changes the coaching dynamic from subjective impressions to data-driven conversations.
- Urij Dolgov says this transparency lets employees and team leaders combine subjective reality with data for better coaching.