Catalin Badescu, Head of BSV, Capgemini Romania: Fostering an environment that values teamwork, dedication, and client-centric innovation is a priority

In 2024, the industry outlook is cautiously optimistic, as per the Capgemini Research Institute’s report on investment trends. Business leaders express confidence in growth prospects, yet supply chain disruptions remain a significant concern, with vulnerability, liquidity and financial health in focus. Organizations are strategically shifting to nearshoring and friend-shoring for enhanced resilience.

The report emphasizes the critical role of technology and digital tools for innovation and growth. Almost 90% of organizations plan to prioritize AI, including generative AI, within the next 12–18 months. Sustainability is a key focus, with 52% of organizations intending to increase investments, driven by economic incentives like the US Inflation Reduction Act and the EU Green Deal Industrial Plan.

Amid evolving cybersecurity threats, companies are urged to prioritize securing digital assets and safeguarding customer data. As Head of Business Services at Capgemini Romania, I recommend prioritizing supply chain resilience, financial health, strategic investments in AI and sustainability and a robust cybersecurity strategy to navigate the complexities of 2024 successfully.

In 2024, the areas of services with strong potential to drive business growth are those that align with the industry’s evolving landscape. Value-add services, which enhance the overall proposition for clients, will be pivotal. This includes leveraging innovative technologies such as AI and generative AI to deliver tangible outcomes and drive efficiency.

Outcome-based services are another key focus area. As organizations pivot towards nearshoring and friend-shoring for increased resilience, offering services with measurable outcomes becomes essential. This approach not only addresses clients’ immediate needs but also establishes long-term partnerships by delivering quantifiable value.

Embracing these trends and aligning service offerings with the demand for value-add and outcome-based solutions positions us to capitalize on the growth opportunities prevalent in 2024.

Fundamentals of leadership

In 2024, leadership in our industry is marked by a significant shift towards a people-centric approach, emphasizing the well-being of all employees.

This approach aligns with the industry’s recognition of the importance of human capital in driving innovation and navigating the challenges posed by continuous technological evolution.

Empowering workers with the essential skills, particularly in light of the continuous evolution of AI and breakthrough technologies, is imperative. Leaders must prioritize creating a culture of continuous learning and development at all levels within the organization. This not only ensures that employees are equipped with the necessary skills but also fosters an environment where individuals feel supported in their professional growth.

A distinctive change from past years is the heightened emphasis on leadership development for mentoring others. As leaders, it is crucial to invest in our own growth and capabilities to effectively mentor and guide our teams. This approach contributes to building a robust leadership pipeline and cultivating a culture of mentorship and knowledge-sharing, ultimately driving success in the dynamic landscape of 2024.

Tech-driven customer experience

Over the past years, customer expectations have undergone a notable transformation driven by technological advancements, increased awareness of sustainability and a desire for personalized and ethical interactions.

Customers now expect seamless and personalized digital experiences across all touchpoints. The demand for sustainability has become more pronounced, with customers preferring companies that demonstrate a commitment to environmental conservation and ethical practices.

In 2024, the challenges for companies lie in meeting these evolving expectations. The persistent concern for supply chain disruptions, highlighted in the Capgemini Research Institute’s report, means that companies need to prioritize supply chain resilience to meet customer demands promptly. Additionally, the emphasis on embracing technology and digital tools, as well as the rising expectations for sustainability initiatives, will require companies to adapt quickly to stay competitive.

Moreover, as cybersecurity threats become increasingly sophisticated, companies must prioritize securing digital assets and protecting customer data. Balancing the need for innovation, sustainability, and cybersecurity while maintaining a seamless and personalized customer experience poses a multifaceted challenge for businesses in 2024.

I believe that companies should be agile in addressing these challenges. Prioritizing supply chain resilience, adopting emerging technologies, and integrating sustainability into business strategies will be crucial to meet and exceed customer expectations in this dynamic and competitive landscape.

Enabling a  customer-centric approach

To ensure the sustained relevance and evolution of our business services at Capgemini Romania, our teams must consolidate essential skills centered around a customer-centric approach and a keen understanding of the industry’s dynamic landscape.

Firstly, cultivating customer-focused skills remains paramount. Our teams are entrusted to delve deeply into our clients’ needs, preferences and challenges. This involves active listening, anticipating evolving requirements and consistently delivering solutions that not only meet but exceed client expectations.

In addition to customer-focused skills, our professionals must possess the acumen to generate business outcomes in the most optimal manner for our clients. This requires a strategic mindset, the ability to align our services with clients’ overarching business objectives, and an unwavering commitment to delivering tangible and impactful value.

Furthermore, being a genuine partner to our clients is a foundational principle. This entails not only understanding their immediate needs for the upcoming year but also proactively identifying potential challenges on the horizon and offering innovative solutions. Cultivating enduring relationships built on trust, collaboration and a shared dedication to success is integral to our approach. I emphasize continuous growth and development within our teams, ensuring they are well-equipped to adapt to market trends and maintain our leadership position in the dynamic business services landscape.

2023 in a glance

In 2023, Capgemini celebrated significant achievements, underscoring our commitment to innovation and client success. One of the achievements that made me particularly proud, as business line, is having been recognized, for the third consecutive year, as a Leader in Everest Group’s PEAK Matrix® for Intelligent Process Automation Solutions for the third consecutive year. This recognition attributed to Capgemini’s strategic vision in Intelligent Process Automation (IPA), which focuses on helping organizations reduce costs, enhance efficiency, and elevate customer experiences.

This acknowledgment emphasizes Capgemini’s proficiency in utilizing cloud technology, a diverse intelligent automation solution portfolio, and extensive support for clients in ESG advisory and sustainable transformation. Overall, our company’s consistent leadership in IPA reflects its commitment to innovation, technological excellence, and strategic vision in addressing the evolving needs of organizations in the automation landscape.

For me personally, as well as for Capgemini, fostering an environment that values teamwork, dedication, and client-centric innovation has been a priority. The achievements of our teams in 2023 not only highlight our technical expertise, but also showcase our ability to understand and address the unique needs of our clients. Looking ahead, I am inspired by the continued dedication of our teams and excited about the opportunities for further collaboration and success that lie ahead for Capgemini.

My message for 2024 to my business peers is to embrace change and innovation. The pace of change in our industry is accelerating, and companies that fail to keep up risk falling behind. By embracing new technologies, working collaboratively with our teams and partners, and focusing on delivering exceptional customer experiences, we can drive growth and innovation in our industry and achieve great things together.