Farlei Kothe, CEO, Stefanini EMEA: AI just started, and we already see that it will change the world

In 2024, it’s time to seize opportunities in the tech services industry with constant confidence. Despite global challenges, that’s always an opportunity if you look at it from the right angle. It’s crucial for companies to enhance client satisfaction by delivering top-notch service and being fast in responsiveness. Resilience is not just a wish; it’s key to surviving.

Keeping your team motivated is non-negotiable—implementing powerful employee engagement strategies. In a world moving fast toward AI adoption, people are still the key aspect. Innovation continues to be a key focus, with companies striving to introduce new methodologies and technologies to stay competitive in the market. AI just started, and we already see that it will change the world. As we know, all companies somehow must find ways to embrace this next big transformation.

A performant 2023

In 2023, Stefanini Group achieved significant growth and success, marked by a ~20% increase in performance. Notable achievements include doubling client satisfaction scores, enhancing employee engagement, and successfully integrating innovative methodologies and technologies into service delivery.

For the Stefanini EMEA team, it was the best year since Stefanini has operated in the region, with a growth superior to 40% year over year and sustainable improvement for five years in a row already.

Another great achievement is that three years in a row we obtained a score above 60 (2021 + 66, 2022 + 63.4, 2023 + 65.4), being above the benchmark of the IT services market for our NPS score (net promoter score).

My vision and focus on aligning EMEA with global growth objectives have been instrumental in driving the company’s success. The acquisition of Solve.it in Italy and expansion plans in Romania underscore Stefanini’s commitment to strategic growth and market expansion in key regions.

Another achievement that I really want to mention is that Stefanini received the award for customer experience during the ISG Sourcing Industry Awards Gala Dinner in London.

We are proud of these recognitions, and I want to congratulate the full EMEA team for making it happen.

Foreseeing business growth in 2024

This year, areas of services with strong potential for business growth include AI-driven solutions, digital transformation consulting, cybersecurity services, and cloud computing solutions. These sectors are expected to experience increased demand as businesses seek to adapt to evolving market dynamics and leverage technology to drive efficiency and innovation. With more and more technologies enhanced by AI and automated tools, any company is more and more in contact with its users, and the user experience expectation is constantly rising. This is another special opportunity for companies that will understand how to take advantage of both worlds: technology and humans.

Leadership in 2024

The fundamentals of leadership in 2024 will emphasize adaptability, innovation, and diversity. Leaders must demonstrate agility in navigating uncertain market conditions and driving organizational change.

Collaboration and cultural flexibility are essential for fostering a diverse and inclusive workplace culture. Compared to past years, leaders now face the challenge of leading remote and hybrid teams effectively while prioritizing employee well-being and professional growth.

More and more, in a leadership position we see the benefit of the hard skills but what is really making the difference is the power of the soft skills to lead and engage the teams.

Teams must also cultivate collaboration and teamwork to drive innovation and deliver value to clients. Continuous learning and upskilling are essential for maintaining relevance and driving evolution in business services.

We encourage all our employees, from top management to junior level, to maintain consistency in gaining new knowledge. In our company, we strive to automate routine tasks, as AI allows professionals to focus on more creative and strategic projects, thus fostering a more productive and engaging work environment.

Essential skills for teams in the tech services industry include proficiency in emerging technologies, strong problem-solving abilities, effective communication skills, and adaptability to change.

Customers’ expectations have evolved over the years, placing greater emphasis on personalized solutions, seamless service delivery, and proactive problem-solving

In 2024, companies may face challenges in meeting these heightened expectations while balancing cost-efficiency and maintaining service quality. Adapting to shifting customer preferences, such as increased reliance on digital channels and the demand for sustainable practices, presents additional challenges for businesses.

Everything is about cycles, we had moments where cost was the key aspect, after we came up with a strong expectation about quality and user experiences. Now we see a slight shift towards the middle, the balance between both.

The power words of 2024

Never give up, and keep your eyes and ears open to market changes.

We all built our strategic plans, but we live in a dynamic environment, and we need to adapt and take fast decisions that aren’t always those that we planned.

So, embrace innovation, resilience, and collaboration, and more than ever, be ready to adapt without forgetting the most important aspect: we are in a people world, delivering services with our people to customers that are based on people as well. More and more we go into the tech world, and more and more people will make a difference.