Corina Tiu, Vice President of Operations, TELUS International Romania: In 2024, services with strong growth potential are closely tied to digital transformation and enhancing customer experiences

The general sentiment in our industry for 2024 s one of cautious optimism mingled with a recognition of the challenges ahead. In such a dynamic environment, companies should focus on agility and resilience, ensuring we can adapt quickly to changing market conditions and customer needs.

Another very important aspect is the focus on people – both customers and employees. Understanding and meeting the evolving expectations of customers, and, simultaneously, nurturing a supportive and inclusive workplace culture. We want companies to invest in their teams, to promote professional development, and ensure well-being, as these elements are integral to sustained success.

This year, services with strong growth potential are closely tied to digital transformation and enhancing customer experiences. As we continue to navigate a rapidly evolving technological landscape, services should embrace and leverage innovative digital solutions. The demand for sophisticated data analysis and intelligent automation grows, so services that effectively utilize GenAI and data solutions are meant to be key drivers of business growth.

The fundamentals of leadership in our industry in 2024 revolve around adaptability and a strong focus on people

The pace of technological change requires leaders to be agile and innovative, constantly anticipating and adapting to new trends. However, what sets this year apart from the past is the importance of empathy and inclusivity in leadership. Understanding and valuing diverse perspectives and fostering a supportive, collaborative environment are now as crucial as strategic and technological know-how.

Over the past years, customers’ expectations have significantly shifted towards a greater demand for personalized and efficient experiences. They increasingly seek services that are not only technologically advanced but also designed to meet their specific needs.

Looking into 2024, the challenge for companies lies in keeping pace with these evolving expectations, staying ahead of the curve in terms of technology adoption, while also maintaining a human touch in customer interactions. Balancing the integration of advanced technologies with the need to provide empathetic, personalized customer service is a key challenge in meeting the expectations of today’s customers.

What makes me the proudest and most accomplished as a leader in our company is seeing the tangible impact of our work on both our clients and our team members. Witnessing our team’s dedication to excellence, their ability to adapt and thrive in a rapidly changing industry, and their unwavering commitment to our values, has been incredibly fulfilling. It’s this combination of technological advancement and the nurturing of a supportive, inclusive, and dynamic work environment that underscores our achievements and continues to drive us forward.

In this rapidly evolving business landscape, the skills our teams are rooted in both technological expertise and human empathy. It’s about striking a balance between being adept with the latest digital tools and trends, and maintaining the ability to understand, connect and communicate effectively. This means nurturing a culture of continuous learning, where our teams are always curious, always exploring new ways to leverage technology for better solutions. This human touch in a high-tech world is what I think sets TELUS International apart.

This year presents us with a unique opportunity to redefine our paths, to innovate, and to make a meaningful impact in our respective fields. Let’s embrace the challenges as opportunities for growth and learning. Let’s continue to lead with empathy and understanding, remembering that at the heart of every business are people – our teams, our clients, and our communities.

Stay inspired, stay focused, and let’s make 2024 a year of remarkable achievements and positive transformations.