Consulting, technology and outsourcing services company, Capgemini has been making a transition from being a product centric business to one that is customer centric. And in leading that change, is adopting agility, digital, and transformation, according to its A/NZ CEO, Deepak Nangia.
“Customers are evolving their requirements and there’s no room for making mistakes anymore. Businesses are now talking about the requirement of end-to-end services. And that’s what we have been focusing on in 2015 with our One Managed Services solution,” he said.
Capgemini industry practice director, Philip Gomm, said businesses should start adopting models that are relevant in moving into a digital world. Gomm highlighted four areas of growth – financial services, consumer products and retail distribution, utilities, and the public sector.
“Venture capital is fueling this change. We need to be agile and embrace change for growth. Businesses should know what disruption means – it is premised on technology but is based on business models,” he said.
Nangia stressed the importance of services to be tailored to be relevant to a customer set. As an example, he spoke about what Uber and Airbnb has done to revolutionise their relevant industries.
“If you look at Airbnb, it focuses on capitalisation without owning a single real estate asset. And with Uber, the whole model is evolving to providing services without owning a single asset. It’s all about the customer experience now,” he mentioned.
Gomm said he’s optimistic about the market in Australia and claimed the country could be a leader in terms of digital adoption.
“The concept of the Y-generation driving transformation change is not the case – it’s actually the baby boomers that are realising they like mobile devices and tablets and are using more of them. We are great at adopting new technology. We love our mobile technologies and that puts us in a unique position in the world because we’re marketable in a global field.
“We’re teaching our graduates to be thought leaders in terms of the adoption of technology, not teaching them how to code anymore. We’ve left the grassroots coding to the new entrants into the technology environment,” he claimed.
Gomm also said technology will be increasingly be driven by the Cloud as there’s a massive amount of work and complexity in terms of integration.
Nangia said for the channel, the knowledge of business and its processes are critical in driving services.
“Understanding business processes and what’s available out there will enable you to create services and orchestrate to meet business needs. Where you can add value is at a strategic level. We have to make sure technologies are all working towards a single outcome, a common objective for business,” he added.
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