Raluca Burghelea, Country Managing Director of Accenture Romania: Services in artificial intelligence, data analytics, and sustainable technology to have strong potential for business growth this year

Embrace change, prioritize sustainability, and foster a culture of innovation. Let’s inspire each other to create a positive impact and drive meaningful progress in our industry.

The sentiment at the beginning of 2024 in our industry is characterized by optimism and resilience. As the world around us changes at an unprecedented rate, companies as well should prioritize digital transformation and cybersecurity to navigate the evolving landscape successfully. As we continue to face macroeconomic challenges, the focus on building a secure digital core becomes essential. This involves leveraging technologies like cloud, data, and AI to reinforce operations and drive growth. Clients are recognizing the need to reinvent technology, data, and AI, prompting a strategic approach to make informed choices while managing spending in the face of environmental challenges.

Achievements of 2023

In 2023, our company achieved significant milestones in client satisfaction, innovation, and sustainability initiatives. What makes me proudest is our team’s dedication to making a positive impact on both our clients and the environment. In Romania, we are proud to be No. 1 for the third consecutive year, on the Most Desired Employer top by Catalyst in the BPO and Shared Services Industry in Romania.

At a global level, we recently achieved our highest brand value and rank to date on Interbrand’s prestigious Best Global Brands List, increasing to $21.3 billion in ranking # 30. We jumped from #17 to #10 on the 2023 World’s Best Workplaces list by Fortune and Great Place to Work. This recognition is particularly noteworthy because it is based on feedback from our people. We were recognized for the seventh year in a row on the Wall Street Journal list of Best Managed Companies for excellence in customer satisfaction, employee engagement and development, innovation, social responsibility, and financial strength. And we also received the top score for social responsibility and are among the top 10 for customer satisfaction.

The potential to grow in 2024

Services in artificial intelligence, data analytics, and sustainable technology are anticipated to have strong potential for generating business growth in 2024. We are observing significant momentum in cloud adoption, covering aspects from migration to modernization. Once organizations transition to the cloud, the focus naturally extends to incorporating data and AI functionalities. Establishing a robust data foundation becomes critical, enabling the seamless integration of AI capabilities within the platform. The primary objective is to construct a secure digital core, evident in the concurrent rise of our security business.

Over the past years, customers’ expectations have undergone a notable transformation. There is a heightened demand for seamless experiences, particularly in areas such as personalized services and sustainability. As companies continue to innovate and leverage technologies like artificial intelligence, customers now anticipate more sophisticated and tailored solutions.

In 2024, challenges for companies in meeting these evolving expectations lie in addressing the increased complexity of customer demands. Companies will need to focus on providing not only personalized experiences but also sustainable and socially responsible solutions.

While the pace of spending has decelerated in comparison to the last couple of years, the underlying fundamentals of leadership remain robust

A notable highlight of our first quarter is the momentum gained in generative AI. At a global level, in the previous year, we achieved $300 million in generative AI sales, and now, within a single quarter, this figure has surged to an impressive $450 million. As we move forward at full speed, the significance of technology and transformation becomes evident. Despite the ongoing macro challenges, we collectively navigate, the core fundamentals remain crystal clear – technology is indispensable for reinventing the industry.

To stay relevant and drive progress in our business services, our teams need a mix of crucial skills. As we are in the business of change, we are constantly working on upskilling our workforce across all our service groups, in strong correlation with the market demand and our company’s sales strategy.

First, mastering digital literacy is key for navigating emerging technologies effectively. Adaptability is a must, highlighting our team’s ability to respond swiftly to changing circumstances.

Collaboration takes the spotlight, encouraging effective teamwork and communication across the organization. Additionally, developing domain-specific expertise is crucial for a deep understanding of industry intricacies.

An innovative mindset is vital, fostering creative problem-solving and a proactive approach to idea generation. Lastly, maintaining a customer-centric focus is essential, ensuring our services align with a profound understanding of client needs and expectations. We continue to invest in learning for our people with approximately 8 million training hours in the quarter, representing an average of 12 hours per person.