Andrea Falleni

CEO of Capgemini Italy

Talks with: Guglielmo Sallustio, Partner, Friisberg & Partners Italy

"Imagination is the Key"

The risks and opportunities during this phase of radical change have been the subject of much analysis, but making forecasts on the future structure of the business is not always easy and trying to draw conclusions about what has changed is potentially premature.

Nevertheless, a key concept is that organizations must question themselves. It is time for creation: big and especially small companies need to use their imagination to think about new models of work. Also, we must be conscious that many of the challenges we are dealing with may not be only transitory.

Technology remains the engine of this business transformation, and it is necessary for enterprise resilience.

The use of collaboration tools is a trend that enables new models of interaction within companies. IT and Intelligent Automation, AI and data analytics are for sure the most influential technologies for helping organisations increase operational efficiency and transform existing business processes while cloud technologies enable and power the other emerging technologies.

Organizations in all sectors should really put themselves in the customers’ shoes, in other words they should reinforce a customer centric approach as their first challenge. They should then develop solutions to improve customer experience, offering digital services primarily but without losing the human connection on their virtual channels and therefore their connection with the client.

This is the best time to rethink our leadership model too. Remote working necessitates being authentic and having the courage to experiment in order to create a real “digital world”, in which it is possible to develop the sense of belonging and share team values and goals. In this context, the harder challenge for organizations is probably succeeding at switching to a model in which everyone can be evaluated only by their achievement of goals that have to be clearly identified and shared.

Until a few months ago ideas came mainly from a direct exchange of ideas, but now we need a cultural revolution. To enable this soft skills, flexible reasoning and empathy are crucial to define a right balance in both customer relations and team coordination.

Finally, organizations need to invest in green transition: I believe that sustainability must be the focus of corporate strategies to create greater value in the long term, radically changing the relationship between companies and customers.

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