world tour salesforce london 2023

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Salesforce World Tour London ’23: Take-home messages

Salesforce World Tour returned to London this week. Whilst I was unable to attend in person, I’ve been catching-up on Salesforce + . Want a quick summary? You’ve come to the right place! Here are my key take-homes from World Tour London: AI Day.

Investing in the UK market

Salesforce is investing $4 billion into the UK business over the next 5 years. Areas of focus will be AI, innovation, customer success and growth. 

Summer of AI

At  AI Day: New York , Salesforce referred to this being the ‘Summer of AI’. Instead of the normal Spring, Summer, and Winter releases, new features are being released when they are available. With 16 AI feature drops in the next 3 months, there is plenty to keep an eye on! 

AI Day: AI Cloud & Generative AI

The focus is on rolling out generative AI capabilities onto Salesforce. Salesforce’s vision is that by infusing generative AI throughout the platform, it can help end users, admins and developers be more productive. Very powerful stuff!

Sales, Service & Marketing GPT

There are many potential use cases for generative AI in Salesforce. During the sessions, various features were overviewed. The main items covered are as follows: 

• Activity 360 : Introduced in May, this automatically logs interactions and provides real-time activity reporting with actionable insights in a single place. More information  available here . 
• Buyer Assistant : Personalised AI driven conversations with prospects on a website to help with lead qualification. 
• Conversational AI : Supporting 16 languages. AI driven call transcription, summaries, next steps and call coaching (e.g. Zoom, Teams, Google Meets), etc. 
• Sales Emails : Empower team members with AI generated emails. Check out the ‘ Prompt Studio ‘ slides for more information. 
• Sales Assistant : Tool to help sales reps complete prospecting, research, carry out follow-ups and update CRM data.

Service GPT

• Service Replies : Generate personalised, grounded responses to customer interactions from any channel.
• Work Summaries : Wrap-up a case automatically based on case data and history.
• Knowledge Articles : Automatically generate knowledge articles (e.g. based on Slack Swarms, Chats, etc).
• Mobile Briefings for Field Service GPT : Automatically generate briefings for front-line workers;  info for a specific service appointment (i.e. assets, customer data, information from previous interactions, etc).

The case study from  John Lewis Partnership  demonstrates how the top three of these can be used. Examples of the top three features are shown in the ‘Prompt Studio’ slide deck . 

NOTE: There is a follow-up webinar on Service GPT on 19th of July 2023.  Click here for more info . 

Marketing GPT

• Copy generation: Use Einstein GPT to generate ideas for subject lines in Marketing Cloud.  

Einstein GPT Trust Layer

You may be wondering what is at the heart of all of these generative AI features? The answer is AI cloud, which is powered by the ‘Einstein GPT Trust Layer’. This provides the tools to:

• Harness generative AI securely (e.g., data masking, secure gateway and zero retention).
• Three deployment strategies for Large Language Models (LLM): shared trust, Salesforce hosted or bring your own model.
• Protect against generative AI risks, such as hallucinations, bias, and toxicity.  Click here for more info .

It is also worth noting the Audit Trail provided by the Einstein GPT Trust Layer.  This will allow admins to see how prompts are being used and their effectiveness. Overall, the solution keeps ‘humans in the loop’; empowering teams to review generated content and amend prompts as needed. For more information,  click here .

Data Cloud (formerly Salesforce Genie / Customer Data Platform) featured throughout the day. Case studies such as  Santander ,  Heathrow  &  F1 showcase how Data Cloud has the potential to harmonise fragmented data. This can then be fed into Einstein GPT to generate personalised, targeted content. 

The following updates were of note:

• AI driven segmentation : Use Natural Language Processing (NLP) to segment data in Data Cloud
• Data Sharing with Google BigQuery : Data Cloud can query data in Google BigQuery, without copying the data. 
• Bring Your Own model with Google Vertex AI : Use Google Vertex models across the Salesforce Platform.  Click here for more information . 

Prompt Studio

A prompt is a question and/or instruction given to an AI tool to generate an output. Providing a clear and ‘grounded’ (i.e., contextualised) prompt is critical. After all, an LLM cannot generate a useful response, if you have not given it the context it needs. U sers could type in long, detailed prompts. However, this is time intensive. This is where ‘Prompt Studio’ comes in. 

Prompt Studio allows admins to create prompt templates. These can be used throughout the platform (e.g., Apex and Flows). This will likely become an essential tool, with more information following in due course. Check out the slides below for more information.

Housekeeping

Before we start to wrap-up this post, it is important to take into account this piece of advice: 

AI is great, but unless you have a clean org and you have really streamlined processes, it will not help you yet Gillian Bruce, Principle Admin Evangelist, Salesforce. AI Day Main Keynote Highlights & Insights .

Given all the excitement about AI, it is important to remember model outputs can only be as good as their inputs. The Einstein GPT Trust Layer provides many valuable tools. However, Salesforce teams and system users must work together to keep an org clean. This will help ensure everyone gets the greatest results from AI cloud.

It is easy to focus solely on the technology from the day. However, World Tour also provides an opportunity to reflect and recognise the contributions of others in the ecosystem. Here are two pieces of news which caught my attention.

A new golden hoodie recipient

Congratulations to Todd Halfpenny on receiving a golden Trailblazer hoodie! Click here for more info .

Levelling the Playing Field: Equality Matters

Equality… is not just about fairness…it is about realising the potential of every individual and that drives innovation and will lead to sustainable growth. Carolan Lennon – Ireland Country Leader, Salesforce. Leveling the Playing Field: Equality Matters .

Last but far from least, there was a very thought-provoking session on equality. The panel discussed a variety of key topics for any business. Among the key themes covered were:

• Accountable: Ensure that there is transparency of key metrics and on-going monitoring.
• Intentional: It is important to actively reach-out to under-represented communities.
• Measurability: Define clear and transparent measures which can be objectively considered.

It is clear that Salesforce’s ‘Summer of AI’ is in full-swing. This post has covered a variety of features and announcements, ranging from the Einstein GPT Trust Layer, through to Prompt Studio. As we head towards Dreamforce and beyond, we’ll see more innovations become available. Whilst it is still relatively early days for generative AI, there is already plenty to explore. 

Bonus Penguin Fact

In a  previous post , I wrote about Little Penguins (Eudyptula minor). This past week, I visited Sea Life Weymouth, home to the only colony of these penguins in Europe! In honour of these penguins, here’s another fact about the smallest living species of penguin. 

Little Penguins are native to Australia and New Zealand. Phillip Island (Australia) is home to the largest Little Penguin colony in the world. It has become famous for what is known as the ‘Penguin Parade’. At dusk, the Little Penguins return from their hunting and waddle back to their burrows. This can prove quite the spectacle!

Here is a video of Andrew Cotter, a well-known sports commentator narrating the the parade. Well worth a watch!

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Or check out some of our other articles:

• Communication: Three key skills
• The Lightning Usage App & the Power of Insight: Who, What, When and Why
• 3 Key Lessons from Gearset’s The State of Salesforce DevOps 2024
• Salesforce AI Explained: Benefits, Challenges and Solutions

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Salesforce World Tour London 2023: A Celebration of Customer Experience

11/07/2023 | by Katie Sadler

Salesforce World Tour London 2023 took the city by storm bringing together industry leaders, experts, and enthusiasts to explore the latest advancements in customer experience all under one roof at the Excel exhibition centre. The event showcased the latest trends, innovations, and insights that are shaping the future of customer experience . With a central focus on AI, data, and CRM, Salesforce World Tour London proved to be an enlightening and immersive experience for all attendees.

Unifying the Customer Experience:

One of the key themes was the importance of a unified customer experience . Industry experts emphasised the need for organisations to break down silos and integrate their customer data, enabling a seamless and personalised journey across all touch points . The power of Salesforce’s innovative platform and solutions in achieving this goal was showcased through inspiring keynotes, interactive demos, and real-life success stories.

Harnessing the Power of AI:

Artificial Intelligence (AI) emerged as a driving force behind transforming customer experiences. Attendees had the opportunity to witness firsthand how AI-powered technologies, such as Salesforce Einstein , are revolutionising sales, marketing, and service operations. From predictive analytics to intelligent chatbots, AI is empowering brands to anticipate customer needs, deliver tailored recommendations, and provide proactive support.

Leveraging the Potential of Data:

Data has become the lifeblood of successful customer engagement strategies, and this was reinforced throughout the event. Sessions focused on harnessing the potential of data and exploring topics such as data-driven marketing, customer segmentation, and data governance. Salesforce’s robust data management capabilities and advanced analytics tools enable brands to unlock valuable insights and drive meaningful interactions with their customers.

CRM as the Foundation:

The pivotal role played by Customer Relationship Management (CRM) systems was another underlying theme, in particular the importance of a solid CRM foundation for delivering exceptional experiences. Salesforce’s comprehensive CRM platform and its ecosystem of integrated apps and solutions provide brands with the tools to manage customer relationships, streamline processes, and foster collaboration across teams.

Key Takeaways: Salesforce World Tour London 2023 left attendees with a wealth of knowledge and actionable insights. The event reinforced the significance of placing the customer at the heart of business strategies and showcased the transformative impact that AI, data, and CRM can have on elevating customer experiences, and a deeper understanding of how these elements can shape the future of customer engagement .

Written by Katie Sadler

Katie is a creative marketing specialist with over 15 years of experience managing marketing campaigns across global markets. She is passionate about connecting brands with their audiences by creating meaningful relationships and the opportunity to excite and educate in this ever-changing landscape.

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World Tour London 2023: All You Need To Know

• Post author: Cloudanalogycrm
• Post published: June 21, 2023
• Post category: Uncategorized
• Post comments: 0 Comments

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Imagine you are a successful entrepreneur with the best team willing to make all your business dreams come true. Who wouldn’t want that?

If Success is your thing, Salesforce World Tour London 2023 is a must-attend event for you.

Yes, It’s London time!

Let’s take a look at what Salesforce World Tour London has in the bucket to offer us and why you shouldn’t miss out on this event.

Meet Us In Salesforce London

Salesforce World Tour UK has been a highly-anticipated event for a long time. 

Team Cloud Analogy is very excited to share with you all that we will be there to meet & greet you at the Salesforce World Tour London 2023 on 29th June in London, UK, Europe .

You can join us for networking, collaboration, discussions, and so much more.

Trust us, Salesforce World Tour 2023 could be a life-changing event for you and your company.

Drive Success With Salesforce Customer 360

Customer 360 allows you to discover the real solutions for your business and drive more efficiency. 

Salesforce World Tour provides you with an opportunity to learn how to get better results with the help of Salesforce Customer 360 .

Also, you will get the chance to hear different customer success stories with real-life demos that can help your business grow tremendously.

Moreover, there could be many business challenges you might be facing now and then. 

You can find solutions for your industry with the help of dedicated industry and cloud sessions at Salesforce World Tour 2023.

Lights, Camera, Sessions

Salesforce UK Sessions allow us to dive deep into multiple topics related to our interests, providing knowledge, information, and guidance to enhance business productivity.

Salesforce World Tour 2023 consists of more than 70 sessions, product demos, expert-led workshops, and hands-on experience on the product or role to learn and nurture effectively. 

Let’s take a look at a few of the sessions to be held soon at the Salesforce World Tour.

Accelerate Value Creation with Process Mining: 

With the help of intelligent automation, a competitive advantage can be achieved by businesses across industries. 

In this session, you will learn how an award-winning bank applies process mining that helps enhance productivity, reduce operational costs, and wow customers.

• Be A Trailblazer in the Salesforce Ecosystem: 

Salesforce allows everyone to build a successful career, community, and company. 

You would not want to miss out on this opportunity to meet and network with trailheads and trailblazers community who can help you with innovations, career resources, and best practices.

• Building the Next Generation Workforce with MuleSoft: 

In this session, you will learn about how you can develop connected digital experiences for your workforce with the help of an API that takes your entire business with greater service agility and drives cost savings.

• Close Deals Faster with DocuSign for Salesforce: 

In this session, you will learn about how DocuSign solutions can help you with embedded workflows for document generation, negotiation, signing, and Al-driven analysis within the Salesforce tools that your company is already using.

• Deliver Success as a Salesforce Admin: 

In this session, you will learn how Salesforce Admin build solutions and deliver Success at their organizations. 

Not only this, you will get this chance to see technology in action with the help of live demos and get to learn about the skills that are mandatory for admins in order to succeed further in business.

Listen & Learn From The Best

Salesforce World Tour London 2023 is the best opportunity for all of us to connect and network with speakers, listen and learn from them and further apply their tricks and tips in our businesses.

Here is the name of a few of the speakers from the Salesforce UK event –

• Scott Radburn , GM, Operational Monitoring, Automation & Compliance, ANZ Bank
• Marcello La Rosa , CEO, Apromore
• Helen Ives , Director Trailhead Academy Partners, Salesforce
• Janet Okuyemi , Functional Consultant, EPAM
• Papya Qureshi , Consultant, Inardua
• Dean Garvey-North , CIO – Director of Digital Engineering, Thames Water
• Ludmila Fadejeva , Strategic Enterprise Account Executive, Salesforce
• Riddhima Madan , Integration Manager, All integration projects/programs
• George Dawson , Area Vice President, Salesforce
• Rory Marsden , Director of Commercial Operations, Zoopla

Sponsors That Pave The Way

Sponsors play an important role in any event’s Success. Salesforce World Tour London is backed by many amazing business tycoons, such as –

• The Innovators: AWS, Deloitte Digital, IBM, WhatsApp, and more.
• The Groundbreakers: Accenture, Adobe Acrobat Sign, Capgemini, DocuSign, and more.
• The Navigator: Aircall, LTIMindtree, Tech Mahindra, NTT Data, and more.

Bottom Line

The Salesforce World Tour London 2023 will be an event of innovation and inspiration. 

Team Cloud Analogy will be there to discuss any challenges you have relevant to Salesforce consulting services , Salesforce CRM implementation, and more.

Join us at Salesforce World Tour London on 29th June 2023 to witness the unexplored layers of the Salesforce ecosystem.

Let’s meet soon at the Salesforce World Tour !

Akshay Dhiman

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PublicTechnology

Salesforce world tour london: welcome to the future.

The Salesforce World Tour London was a celebration of the power of technology to transform the customer experience. With a focus on Artificial Intelligence, there was plenty to interest delegates from the public sector, as Tim Gibson reports

The future is Artificial Intelligence, and that future is now. This statement was the clarion call delivered at the Salesforce World Tour London in June 2023. Nearly 14,000 delegates gathered to explore how the company’s technology helps organisations enhance their customers’ experience and smooth operation efficiencies. As you’d expect, the focus was firmly on the huge potential of AI.  

“We have a decade’s worth of experience in deploying AI for the benefit of our clients,” explained Salesforce’s CEO of UK and Ireland, Zahra Bahrololoumi, in her opening keynote.  “In that time, we’ve delivered AI for CRM, published 227 AI research papers, and filed 300 AI-related patents as well as investing in large language models.” 

The message is simple: AI may seem like the next big thing, but it isn’t new to Salesforce. The company is already deploying it across its offer and, as Bahrololoumi went on to say, “in the new cycle of innovation, we need to think AI-first.” 

Building trust 

There is a challenge with such an approach. It has to do with the level of trust consumers feel towards what they perceive as emerging technology. Generative AI may have the power to transform the customer experience, but Salesforce’s own research shows that 59 per cent of people don’t trust companies with their data. “There is a ‘trust gap’,” said Bahrololoumi. “Today is about closing that gap.” 

In a traditional big data model – one in which companies aggregate and analyse data in their CRM to enhance their understanding of customer needs and habits – data is stored in a particular location. That gives Salesforce’s clients a sense of ownership and control over access.  

But as Patrick Stokes explained, this contrasts with the way AI functions. The company’s EVP for product and industries marketing explained that in an AI system, data is learned, not stored. There is no single location to store data, because large language models pull together several different ideas and concepts to think like a human.  

To illustrate this, Stokes gave the example of an apple: “If I asked everyone in the room today what an apple is, you’d all be able to raise your hand and tell me. But if I asked you to point to the location in your brain where the data about an apple is stored, you wouldn’t be able to do that – because you don’t store data about an apple in one place. Your brain stores information about various properties of an apple and brings that together to correctly identify one.” 

AI works similarly, which begs the question of how to protect data when it is being used in such a multifaceted way. Stokes was quick to assert Salesforce’s expertise in responding: “We have been solving problems like this for [more than] 20 years, helping enterprises use their data while also protecting it.” He gave examples of the move to shared data centres in 1999 and the use of predictive analytics in 2016, in which Salesforce has shown its ability to generate meaningful insight without blending customer data from multiple sources. 

Not only do these examples evince Salesforce’s expertise in protecting data while leveraging its power. They also speak of its track record of innovation. Through a worked example, Stokes showed what comes next: using context-rich prompts in generative AI to communicate in a personalised way with customers, while deploying Salesforce’s “Einstein GPT Trust Layer” to mask or protect sensitive data. The result is a system that’s easy for Salesforce’s clients to use, unleashes the full power of generative AI, and results in an enhanced customer experience.   

Public sector focus 

While the power of AI is self-evident and will have been experienced first-hand by any of the 100 million reported users of Chat GPT since its launch in November 2022, the real force of Salesforce’s offer lies in the secure access its platform provides to large volumes of customer data. Many of the presentations in the World Tour underscored that strength, and those aimed at delegates from the public sector circled around common themes.  

The first was the power of AI to further transform service delivery – building on the progress already seen through digitisation and data analytics. Recognising the utility of its cloud-based CRM solutions for public sector organisations, Salesforce’s message was straightforward: just think how much more can be achieved by using AI.  

A further theme was the improvement in user experience, for both staff and citizens, through adopting Salesforce’s technology. This was illustrated by case studies from partners including  NHS Professionals ,  regional police forces , and Northern Trains – all of which revealed the power of cloud-based computing to transform the way the public interacts with service providers, and the quality of services themselves.  

A session about the rollout of financial support to households as part of the Energy Support Schemes between December 2022 and February 2023 demonstrated another theme: that service delivery can happen at pace when customising standardised platforms rather than building from scratch.  

What all the public sector sessions had in common was their capacity to exemplify the overarching messages of the World Tour London: Salesforce makes it easier for organisations to interact with the public; its technology enhances the quality of such interactions and makes them more meaningful; and it is already ahead of the game when it comes to AI.  

These are messages those in the public sector are primed to hear, thanks in no small part to the strides made in data-driven service delivery over the last decade or more. With an AI-shaped future already a reality for the commercial sector, and the “trust gap” closing, it is only a matter of time before the government fully embraces its power. And with a partner like Salesforce, the rewards of doing so appear great – for officials and citizens alike.

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Salesforce World Tour 2023 – Our Experiences

Last week, Bluewave’s experts were lucky enough to attend this year’s Salesforce World Tour, London. Here are some of the key takeaways from our time at the event.

Salesforce World Tour is one of the biggest events in the Salesforce calendar, and as a Platinum Salesforce Partner – Bluewave were sure to secure our place at the event when the official dates were released. Once again, the hybrid event was structured well, allowing both in-person and virtual attendees to enjoy the proceedings. If you happened to miss World Tour, you can still catch all the excitement and inspiration via Salesforce+.

This year’s event featured highly acclaimed speakers such as Zahra Bahrololoumi CBA – CEO Salesforce UKI, Vinod Patel – COO of Cancer Research UK and Gillian Geraghty – Omnichannel and Ecommerce Director of Currys. There were also a number of insightful panels, including one from trailblazers Paul O’Sullivan – Senior VP of Solution Engingeering at Salesforce and Gillian Bruce – Principal Admin Evangelist at Salesforce, who discussed the latest AI developments with Marek Borowik – Global Head of Fan Engagement and Luisa Fernandez – Associate Marketing Director, both from Formula 1.

“Salesforce London World Tour 2023 at The Excel London last week was a huge success. Salesforce received an incredible endorsement of their market leadership through the sheer volume of over 20,000 attendees. For all of us in the ecosystem, the enthusiasm and sheer scale of the offerings on display have encouraged us to enter into the next 12 months incredibly excited about the opportunities ahead.” – Harry Dunne, CEO at Bluewave

Key Takeaways

The biggest revelation from this year’s World Tour was how much artificial intelligence is changing the game for organisations. Salesforce has fully embraced AI technology, and announced the launch of its AI Cloud tool at World Tour last week. This event is all about innovation, learning, and connection to inspire and prepare for the future, and Salesforce has recognised how big a part AI has to play in that. Trailblazers from every industry took to the stage to discuss how forward-thinking organisations have already embraced and seen great results from using AI, but we need to demand more. With Service GPT, Sales GPT, Marketing GPT, Tableau GPT and a number of other Salesforce AI solutions, we’ll start to see even more impressive changes for 2023 and beyond. 

Experts at the event also took a look at financial services trends, examining recent global research, and discussing the launch of Salesforce’s upcoming Personalised Financial Engagement solution. Improving customer experience, increasing efficiencies, and celebrating inclusivity were also hot topics at World Tour this year.

Pooja Agrawal – Senior Salesforce Developer at Bluewave, as well as many other valued members of the Bluewave team, attended World Tour this year. Here are a few of her pictures from the event:

As the day drew to a close, event attendees flocked to the ExCeL centre’s nearby restaurants and bars to unwind following the fast-paced conference. Since then, positive feedback from sponsors and invitees has poured in, marking World Tour London 2023 a huge success. We certainly enjoyed ourselves there and we look forward to the next one.

Our Networking Event

As a result of Bluewave’s close relationship with Salesforce, we were asked to host the official Public Sector Afterparty for Salesforce World Tour, for the second year in a row. Once again, the event was a huge success, with registrations exceeding capacity and attendee numbers increased significantly from last year.

Bluewave’s senior management team were in attendance, with our CEO – Harry Dunne, Public Sector Lead and Sales Director – Paul Mooney, and our Net Zero Practice Lead and Business Development Director – Finian Quinn on hand to speak to existing and potential customers about the great work we’ve been doing. Some of our technical team members were also in attendance, with Project Managers, Salesforce Consultants, Devs, and Architects also available to discuss technical and business issues with customers who had questions. It was also great for those team members to meet some of the customers they’ve been collaborating with in person.

This event was designed to be a very relaxed evening with no presentations, as we wanted to give our guests the opportunity to unwind after all of the hustle and bustle of world tour. With a private bar well stocked and a delicious buffet on offer, guests flocked to the space, and it’s safe to say the event was a huge success. We’d like to thank all of our attendees – from the public sector, as well as utilities, finance, education, non-profit, and more, as well as the Salesforce leadership team and AEs that joined us, our own team members, and the wonderful staff at Fox Bars that ensured the event ran smoothly. We look forward to seeing everyone again next year!

“Bluewave was delighted to host the official Public Sector drinks reception at the Fox tavern beside the venue. We had a completely sold out crowd of over 150 customers from the Public Sector and beyond. This market has seen an incredible transformation over the past number of years, with the Public Sector breakout at World Tour being almost twice the size of last year. It was great to connect and relax after a long day with so many of our existing clients and to take the opportunity to meet new ones. This reception always offers clients an opportunity to network and share experiences, innovations and ideas with one another.” – Harry Dunne, CEO at Bluewave

Although we didn’t get many pictures, here are a few snapshots of the very beginning of the evening:

We’d like to say a huge thank you to everyone that joined us at the official Public Sector Networking Event for Salesforce World Tour London 2023. We hope to see you again at our next gathering. For everyone that couldn’t make it, please keep an eye on our Events/Blog page for upcoming events and messaging from us.

To find out more about upcoming Bluewave events, or if you’d like to discuss how our bespoke, Salesforce-powered digital transformations could benefit your organisation, please contact our experts today.

• Published: May 8, 2023

Meet us @ Salesforce World Tour London 2023

June 29, 2023 , London

– Salesforce World Tour London 2023 is a highly anticipated event that brings together industry professionals, Salesforce experts, and technology enthusiasts for a day of learning, networking, and innovation. The event offers a dynamic program featuring keynote presentations, hands-on workshops, breakout sessions, and live demos, all centered around the Salesforce ecosystem and its suite of cloud-based business solutions.

Who will be there:

Latest News

Pac innovation radar creates transparency in ai-related services in europe.

Munich/Paris, September 18, 2024 – Artificial intelligence and, more recently, generative AI are in high demand. Companies around the world use AI platforms and solutions to automate their business processes, enhance customer interaction, and transform their businesses. The market research and strategic consulting firm PAC has analyzed more than 25 providers in terms of their ability to support companies on their AI and GenAI journey. The results have been published in the PAC INNOVATION RADAR series on “AI-related Services in Europe, France, and Germany 2024”.

PAC has analyzed the portfolios and capabilities of service providers in eleven individual PAC RADARs. The service providers analyzed range from global consulting firms and system integrators to local consulting firms and AI specialists. The PAC RADARs assess their ability to support customers with consulting, system integration, and operation services, among other things. The relevant criteria in the PAC RADAR assessments also include the service providers’ ability to deploy customer projects locally and globally and add their own IP assets, methods, or vertical extensions to the service portfolio. According to PAC’s evaluations, companies such as Accenture , Adesso , Keyrus , Materna , Orange Business , Sopra Steria and T-Systems were rated Best in Class in various RADARs.

“ The use of AI in the corporate context has left the experimental stage and is entering a stage in which AI must deliver added value for companies’ operational efficiency or business models. To achieve this, companies need service partners with in-depth AI knowledge and the necessary skills and experience to reliably implement mission-critical projects and take them to the operational stage ” says Valérie Delage, Advisory Manager at PAC in Paris. “ The PAC INNOVATION RADAR series on AI-related services in Europe, France, and Germany can support user companies in the selection of providers. ” adds Joachim Hackmann, Principal Analyst at PAC in Munich.

GenAI resources are being built

ChatGPT is currently in great demand for service support. Nearly all companies are gaining their first experiences with the chatbot from OpenAI or with other generic AI models in areas such as automating customer service processes. In response, providers have significantly expanded their consulting capabilities in this field. They mainly resort to training their own consultants to implement GenAI projects.

“ When analyzing the information provided by the vendors, we noted very few acquisitions that helped service providers expand their skills and resources in the GenAI environment. It is also striking that many of the participating providers aim to train almost the entire workforce to enable them to use GenAI and AI solutions in their daily tasks ”, says Iulia Sandut, Analyst at PAC in Bucharest.

Local providers can make their mark

Another interesting finding is the relative strength of local providers. PAC took a closer look at the provider landscapes in France and Germany as part of the RADAR evaluation and gained some remarkable insights. In both countries, especially in France, local service providers can leverage their advantage in supporting user organizations and compete against global providers. AI and GenAI have not yet reached full maturity.

Also, many customer organizations lack experience in implementing and integrating them into their business models. Local providers benefit from inherent strengths such as customer proximity, an understanding of local and company-specific characteristics, and regulatory knowledge. Global providers, on the other hand, score particularly well when it comes to international projects and global delivery, as well as aspects like homogeneous coverage of technologies and solutions or investment in assets and IP.

The analysis of the lighthouse projects submitted by the participating service providers shows that the use of AI is especially pronounced in manufacturing, for example, in autonomous driving, analyzing IoT data to avoid supply bottlenecks, and quality control in production.

The providers also mentioned many lighthouse projects for verticals such as financial services, retail, and transportation. The projects are characterized by a broad scope and great diversity, with many of them addressing improvements in sales planning, warehousing, customer interfaces, and the automated evaluation of documents and data. In many cases, service providers can support the projects with their own IP assets, such as preconfigured use cases, dashboards, and integration frameworks.

The different PAC INNOVATION RADARs on AI-related services focus on a region, i.e., Europe, France, or Germany, on specific business processes, e.g., AI-related services for digital customer experience, or on specific topics, such as GenAI-related services in Europe or AI-related services for the German Mittelstand (medium-sized businesses).

About the PAC RADAR series

The PAC INNOVATION RADAR is an effective tool for the holistic evaluation and visual positioning of software vendors and IT service providers in local markets. Using predefined criteria, PAC evaluates and compares providers’ strategies, development, and market position, as well as their performance and competencies within specific market segments.

The PAC INNOVATION RADAR is supplemented by a dynamic tool for user organizations. Organizations that are looking for a suitable services partner for their AI journey can customize the evaluation results to their individual needs by weighting the considered criteria.

Find out more about our PAC INNOVATION RADAR series on “AI-related Services in Europe, France, and Germany 2024”: https://www.pac-radar.com/ai-related-services-europe

• September 20, 2024

Le nouveau PAC INNOVATION RADAR fait la lumière sur les services relatifs à l’IA en Europe

Paris/Munich, 18 septembre, 2024 – L’intelligence artificielle et, plus récemment, l’IA générative, sont en très forte demande ces derniers mois. Les entreprises du monde entier utilisent de plus en plus de plateformes et de solutions d’IA pour automatiser leurs processus métiers, améliorer l’interaction avec les clients et transformer leurs activités. Le cabinet d’études de marché et de conseil stratégique PAC a analysé plus de 25 fournisseurs sur leur stratégie et leur capacité à accompagner les entreprises dans leur parcours en matière d’IA et de GenAI. Les résultats de cette étude ont été publiés dans la série PAC INNOVATION RADAR sur les « Services relatifs à l’IA en Europe, en France et en Allemagne en 2024. »

La réalisation de cette étude a consisté en l’analyse détaillée des portefeuilles d’offres et des compétences propres aux différents fournisseurs de services, à travers onze rapports PAC RADARs géographiques ou thématiques. Les fournisseurs de services analysés sont très variés, allant des grands acteurs du conseil et de l’intégration de systèmes globaux à des sociétés de conseil locales et des spécialistes de l’IA de taille moyenne. La vocation de ces PAC RADARs est d’évaluer leur capacité à accompagner les clients grâce, entre autres, à leurs services de conseil, d’intégration de systèmes et d’opération. Le benchmarking des acteurs de l’étude a été réalisé sur la base d’une cinquantaine de critères pertinents pour permettre des évaluations holistiques et objectives comme, par exemple, la capacité des fournisseurs de services à déployer les projets des clients au niveau local et mondial et à développer leurs propres actifs de propriété intellectuelle, leurs approches méthodologiques, ainsi que la disponibilité de compétences métier et techniques dans leur portefeuille de services, afin d’assurer des transformations adaptées aux spécificités des secteurs et domaines adressés. Selon les évaluations menées par PAC, des sociétés telles que Accenture , Adesso , Keyrus , Materna , Orange Business , Sopra Steria et T-Systems ont été classées parmi les meilleures de leur catégorie dans divers RADARs (“Best In Class”).

« L’utilisation de l’IA dans le contexte de l’entreprise a quitté le stade expérimental et entre dans une phase où l’IA doit apporter de la valeur ajoutée à l’efficacité opérationnelle ou aux business models des entreprises. Pour y parvenir, les entreprises ont besoin de partenaires possédant des connaissances approfondies en matière d’IA, ainsi que les compétences et l’expérience nécessaires pour mettre en œuvre de manière fiable des projets critiques et les amener au stade opérationnel. », déclare Valérie Delage, advisory manager chez PAC à Paris. « La série PAC INNOVATION RADAR sur les services relatifs à l’IA en Europe, en France et en Allemagne permet aux entreprises utilisatrices de sélectionner leurs fournisseurs . », ajoute Joachim Hackmann , analyste principal chez PAC à Munich.

La maturité et les capacités autour de la GenAI sont en cours de construction

ChatGPT est actuellement très demandé pour les services d’assistance aux clients. Presque toutes les entreprises font leurs premières expériences avec le chatbot d’OpenAI ou avec d’autres modèles génériques d’IA dans des domaines tels que l’automatisation des processus de service clients. En réponse, les fournisseurs ont considérablement développé leurs capacités de conseil dans ce domaine. Ils ont principalement recours à la formation de leurs propres consultants pour la mise en œuvre de projets GenAI. “ En analysant les informations fournies par les fournisseurs, nous avons identifié très peu d’acquisitions qui les ont aidés à étendre leurs compétences et leurs ressources dans l’environnement GenAI. Il est frappant de constater que de nombreux fournisseurs participants visent à former la quasi-totalité de leur personnel pour leur permettre d’utiliser la GenAI et les solutions d’IA dans leurs tâches quotidiennes. », déclare Iulia Sandut , analyste chez PAC à Bucarest.

Les fournisseurs locaux peuvent se démarquer

Une autre constatation intéressante est la force relative des fournisseurs locaux. PAC a examiné de plus près le paysage des fournisseurs en France et en Allemagne dans le cadre de l’évaluation du RADAR et a identifié des perspectives très intéressantes. Dans les deux pays, en particulier en France, les fournisseurs de services locaux peuvent tirer parti de leur avantage en termes d’accompagnement des organisations utilisatrices et rivaliser avec les fournisseurs mondiaux. L’IA et la GenAI n’ont pas encore atteint leur pleine maturité. En outre, de nombreuses organisations clientes manquent d’expérience dans la mise en œuvre et l’intégration de ces technologies dans leurs business models et leurs processus clés. Les fournisseurs locaux bénéficient d’atouts inhérents tels que la proximité avec le client, la compréhension des caractéristiques locales et spécifiques à l’entreprise, et la connaissance de la réglementation. Les fournisseurs mondiaux, quant à eux, obtiennent des résultats particulièrement bons lorsqu’il s’agit de projets internationaux et de prestations de services globales, ainsi que pour des aspects tels que la couverture homogène des technologies et des solutions ou l’investissement dans des actifs et de la propriété intellectuelle.

L’analyse des projets phares soumis par les fournisseurs de services participants montre que l’utilisation de l’IA est particulièrement prononcée dans l’industrie manufacturière, par exemple dans la conduite autonome, pour analyser les données IoT, afin d’éviter les goulets d’étranglement dans l’approvisionnement. Les fournisseurs ont également mentionné de nombreux projets phares pour des secteurs d’activités tels que les services financiers, le commerce de détail et les transports. Les projets se caractérisent par un large champ d’application et une grande diversité, nombre d’entre eux portant sur l’amélioration de la planification des ventes, de l’entreposage, des interfaces clients et de l’évaluation automatisée des documents et des données. Dans de nombreux cas, les fournisseurs peuvent renforcer les projets avec leurs propres actifs de propriété intellectuelle, tels que des cas d’utilisation préconfigurés, des tableaux de bord et des cadres d’intégration.

Les différents PAC INNOVATION RADARs sur les services liés à l’IA se concentrent sur une géographie, l’Europe, la France ou l’Allemagne, sur certains processus métiers, comme les services relatifs à l’IA pour l’expérience client numérique, et sur des sujets spécifiques, tels que les services liés à la GenAI en Europe ou les services liés à l’IA pour le Mittelstand allemand (entreprises de taille moyenne).

À propos des séries de PAC RADAR

Le PAC INNOVATION RADAR est un outil efficace pour l’évaluation holistique et le positionnement visuel des fournisseurs de logiciels et de services informatiques sur des marchés locaux. À l’aide de critères prédéfinis, PAC évalue et compare les stratégies, le développement et la position des fournisseurs sur le marché, ainsi que leurs performances et leurs compétences dans des segments de marché spécifiques.

Le PAC INNOVATION RADAR est complété par un outil dynamique destiné aux organisations utilisatrices. Les organisations qui recherchent un partenaire de services approprié pour leur parcours en matière d’IA peuvent adapter les résultats de l’évaluation à leurs besoins individuels en pondérant les critères pris en compte.

En savoir plus sur notre série PAC INNOVATION RADAR sur “les Services relatifs à l’IA en Europe, en France et en Allemagne en 2024” : https://www.pac-radar.com/ai-related-services-europe

• September 18, 2024

PAC launches annual INNOVATION RADAR: Open Digital Platforms for the Industrial World in Europe 2024

Munich, July 25, 2024 – Market research and strategic consulting firm PAC presents its six-part PAC INNOVATION RADAR “Open Digital Platforms for the Industrial World in Europe 2024.” It is the most comprehensive analysis of the vendor landscape for open digital platforms for use in industrial contexts. In six RADAR segments, PAC reviews around 120 platforms and evaluates 77 of them in the European market. Across all segments, only 12 players achieved a “Best in Class” rating – German Edge Cloud, Phoenix Contact, PTC, Siemens, and TeamViewer, to name but a few.

PAC annually evaluates the vendor landscape around open digital platforms for industrial purposes in the European market. The focus of the RADAR analyses lies on differentiating between different platform concepts and evaluating new emerging topics. The 2024 launch of the Open Digital Platform for the Industrial World in Europe Innovation RADAR adds two emerging topics to the evaluation – industrial copilots (GenAI) and industrial data fabrics.

Evaluation of innovative platform concepts – industrial edge management, connected worker, industrial metaverse, and smart logistics services 

Industrial edge management – These platforms use new concepts from the IT world, such as container technology and app store models, to simplify application lifecycle management at the industrial edge (OT world). Machine builders use this concept to provide smart digital services around industrial machinery and equipment. A continuously growing vendor landscape underpins the relevance of these platforms.

“Platforms help to handle the increasing digital complexity and simplify IT management at scale in times of IT skills shortage. Consequently, edge management platforms are helpful tools for many manufacturing companies,” says Arnold Vogt, Head of Digital & IoT at PAC.

Connected worker – These platforms provide visual guidance and support to industrial workers. Relevant use cases include visual step-by-step instructions, visual remote expert support, visually-guided failure recognition, and quality checks. The topic is currently going through a consolidation and integration phase.

Industrial metaverse – The industrial metaverse has the ambition to bring visual process simulation of holistic industrial systems to the next level. The vision of the industrial metaverse is to combine visual process simulation of large and complex industrial systems with the user experience of computer games – with photo-realistic, collaborative, and intuitive interactions. This can be used to create a virtual reality and an immersive experience of complex industrial operations to better sell, plan, run, and learn. To have a solid starting point for this analysis, PAC started with a focus on existing plant simulation software vendors. Today, only limited progress can be seen in the realization of this vision.

Smart logistics services – These platforms contain a growing number of digital services to manage and optimize all aspects of logistics companies and freight forwarders. This especially includes sensor-based analytics services around vehicle fleets, trailers, drivers, warehouses, and logistics centers. In addition, these platforms act as an integration layer between different digital services and with existing transportation management systems. 

“Platforms for smart logistics services have the ambition to push the digitization of many small logistics service providers, by radically simplifying the identification, buying, and integration process of new digital services,” says Arnold Vogt, Head of Digital & IoT at PAC.

Newly emerging topics – industrial copilots (GenAI) and industrial data fabrics

PAC is constantly analyzing new emerging topics, adding two more topics to its analysis in 2024:

Industrial copilots (GenAI) – These platforms give access to different generative AI-powered assistants (copilots) to enhance human-machine collaboration and to improve industrial productivity. Industrial copilots can, for example, help automation engineers to faster generate code for programmable logic controllers (PLC) via natural language inputs. Copilots can also explain code and create automated documentation. In addition, industrial copilots can have access to documentation, guidelines, and manuals to assist industrial workers in faster identifying relevant information. As the progress of GenAI-based industrial copilots is slower than initially expected, it was necessary to reduce the entry barriers to this early vendor evaluation.

Industrial data fabrics – Larger manufacturing companies are facing the challenge of collecting, integrating, and making effective use of large volumes of available data from different sources. Data fabrics are a promising concept to overcome data silos in IT and OT. The vision is to create a digitally integrated manufacturing company without data silos, with open data access, deep transparency across the company, user-specific and deep analytics capabilities, agile workflow development, and ever-increasing process automation. As we focus on multi-cloud data platform offerings for industrial use cases, we recognize that only a handful of vendors offer a manufacturing-related platform around the data fabrics concept today.“When data is the new oil, data fabrics are gas stations that democratize access to oil in a consumable way and prepare it for direct ingestion into data processing engines,” says Arnold Vogt, Head of Digital & IoT at PAC.

More information on the PAC INNOVATION RADAR “Open Digital Platforms for the Industrial World in Europe 2024”:  www.pac-radar.com

• July 25, 2024

Webinar – Decoding the IT Services Landscape

Join PAC’s top analysts for an impactful webinar designed to keep you ahead of industry trends, understand your competition, and optimize your business strategies.

In this session,  Christophe Châlons , PAC’s Chief Analyst, will unveil the Top 5 IT Services rankings for major countries, highlighting standout local heroes and providing expert commentary and insights. 

Stephan Kaiser , Head of Advisory, will demonstrate how to use PAC’s exceptional market data to optimize business planning. He will also present the “IT Services Rates Database 2024,” showcasing its effective use in price negotiations to enhance your business strategy.

Nick Mayes , Principal Analyst, will discuss the changing nature of software and IT services contracts, and how evolving political and economic environments impact buying behavior for end-user organizations.

Stay competitive in the IT services market. Register now for our webinar.

• July 11, 2024

Cloud en France, un écosystème riche et diversifié où la différenciation est clé

Paris, lundi 9 juillet 2024 – en mai, pac (pierre audoin consultants) a publié son panorama 2024 des esn intermédiaires de référence agissant sur le marché des services cloud et souligne la performance remarquable et très singulière de l’activité services numériques de thales qui réalise une croissance organique exceptionnelle à deux chiffres en 2023 sur un marché des services qui a crû quant à lui de 4%..

Aujourd’hui, l’adoption du cloud est fondamentalement motivée par l’innovation, le développement d’applications numériques et l’accès aux dernières technologies les plus avancées telles que l’intelligence artificielle. L’approche multicloud hybride est devenue l’épine dorsale de la plupart des stratégies engagées par les entreprises pour accélérer leur transformation numérique.

A ce titre, PAC aime à évoquer les « 50 nuances de cloud » quand il s’agit d’illustrer ce qui se joue sur ce marché très dynamique et protéiforme.

PAC observe que l’écosystème de fournisseurs de services agissant sur ce marché présente une diversité et une richesse méconnues par les décideurs. PAC a souhaité cartographier cet écosystème composé de sociétés de tailles très variables et dotées de spécialisations très diverses, où chacun rivalise d’innovation et déploie des efforts conséquents pour prendre des parts de ce marché. Évidemment, la plupart opèrent sur plus d’un segment de marché et certaines proposent même des offres de bout-en-bout, du conseil stratégique aux services managés en passant par la transformation et la migration cloud.

L’avis de PAC concernant l’activité services numériques de Thales « En sa qualité d’analyste indépendant du numérique, PAC suit la montée en puissance du marché cloud et la transformation de l’écosystème. Depuis plus de 10 ans, PAC a eu plusieurs occasions d’accompagner l’activité services numériques de Thales dans sa réflexion stratégique sur les marchés IT, et notamment l’évolution de ses activités vers le cloud. Les études menées ont démontré que les entreprises des secteurs privilégiés par Thales étaient majoritairement engagées dans leur transformation numérique mais, souvent, à des stades très hétérogènes ; la plupart d’entre elles privilégiaient des stratégies multiples pour satisfaire aux critères multifactoriels qui gouvernaient leurs SI existants et futurs : performance, sécurité, sensibilité des données, accessibilité, variabilité, coût, impact business, conformité réglementaire, impact écologique… Fort de ces observations, Thales a choisi de déployer une approche plus volontariste et a investi sur des compétences/moyens pour offrir à ses clients, un accompagnement de bout en bout et une liberté de choix adaptés à leurs attentes en termes d’innovation, de sécurité, de protection de données et d’industrialisation des services. En renforçant le consulting, en diffusant massivement le DevSecOps au sein de ses activités de développement logiciel, en capitalisant sur ses différenciateurs et en évoluant vers le management multicloud sécurisé (privé, public), l’activité de services numériques de Thales a clairement réussi à accélérer son développement, avec une croissance organique exceptionnelle à deux chiffres en 2023 , une performance remarquable et très singulière sur un marché des services qui a cru à environ 4% en 2023. Avec cette nouvelle stratégie et tous ses actifs, PAC est confiant quant à la capacité de Thales d’intégrer prochainement le top10 des ESN en France pour son activité de services numériques et de pouvoir répondre aux enjeux majeurs des grandes-entreprises et des ETI françaises » commente Vincent Malka , Directeur Général de PAC France.

• July 9, 2024

PAC Analysts – Media presence

Our Principal Analyst Karsten Leclerque was quoted in Wirtschaftswoche talking about the #sovereignty advantage of European providers.

“In recent years, many US providers such as Microsoft, AWS,  Oracle  and  Google  Cloud have expanded their offers in line with European demand and opened their own data centers in  Germany . “However, the non-European company headquarters remains a limiting factor,” says Karsten Leclerque , expert for cloud computing at the analysis house PAC based in Munich.”

• July 1, 2024

AI dominates SAP`s customer events Sapphire

Several thousand customers and partners accepted SAP’s invitation to attend Sapphire in Orlando and Barcelona to learn firsthand how the leading business application software provider envisions the future. It is more about solid work than inspiration, despite artificial intelligence and cloud transformation. The strong demand due to S/4HANA transformation projects still holds up, but it will not last forever.

SAP promises that 80% of the most used tasks will be infused with its Joule AI assistant. SAP says it currently has 50 use cases; this figure is expected to reach 100 by the end of the year. The use cases presented range from creating job advertisements to Joule for Consultants. The new consulting capability, leveraging the NVIDIA NeMo Retriever microservice, gains insight from SAP product documentation and the SAP community to provide consultants with vital information through natural language interactions. Plus, SAP embeds Joule in the ABAP Cloud model to generate ABAP code for SAP developers. This could be a game changer, threatening legions of programmers who hope to make a living from switching legacy installations to HANA.

• June 27, 2024

Microsoft did it again

Microsoft is increasing the prices for the most popular Dynamics offerings by a good 10% from October 2024. Like last year’s increase in Azure costs, what should please the stock market significantly increases the unease and fear of vendor lock-in on the customer side. Although Microsoft is in good company, SAP also announced “price adjustments” last year, customers are left with a bitter aftertaste regarding the calculability and predictability of IT costs – an argument that can often be heard in sales pitches as a plus for a SaaS solution.

Customers should consider whether an early contract extension for the maximum period, probably three years, would still offer them some price security. These negotiations should be concluded as soon as possible, as the pressure to achieve the figures at the beginning of the fiscal year that starts in July is likely to be high on the sales side, as is the willingness to make concessions. Beforehand, it is worth looking at the effective use of licenses; you can also save a little by discontinuing software that is not required.

• June 26, 2024

Baromètre de valorisation des opérations de M&A par les ESN françaises

Paris, 7 juin 2024 – le leader européen des analyses de marché pour les acteurs du numérique pac (pierre audoin consultants) et la banque d’affaires crescendo finance s’associent pour produire le premier baromètre des valorisations des esn, sous un angle à la fois financier et stratégique..

L’étude porte sur un échantillon représentatif de plus de 380 opérations de rapprochement et de financement , réalisées par les ESN et les fonds d’investissement français ces 5 dernières années.

Le baromètre s’intéresse notamment à :

• la taille des acteurs
• la nature des acquéreurs (industriels, private equity, origine géographique)
• les secteurs adressés par les cibles et les technologies les plus en vogue
• les tendances stratégiques les plus porteuses
• les dépenses IT, etc.

« En toile de fonds : une pénurie des talents, une multiplication des attaques cyber, l’essor de l’IA générative et du Move to multi cloud ainsi que l’accentuation des enjeux de durabilité, comme autant de facteurs favorables à un maintien des niveaux de valorisation. » commente Vincent Malka , Managing Director, PAC France

« Après une flambée des prix observée en 2021 et un pic en 2022, on a assisté fin 2022 à une normalisation des niveaux de valorisation au sein d’un marché du numérique qui a poursuivi sa consolidation en 2023. 75% des transactions ont concerné des rapprochements entre ESN, au capital desquelles un nombre croissant de fonds d’investissements sont rentrés précisément pour déployer un plan de buy-and-build » commente Alexandre Folman , Managing Partner de Crescendo Finance.

Pour télécharger immédiatement et gratuitement le baromètre de valorisation des ESN françaises, cliquez sur l’image

• June 7, 2024

Webinar – Thriving in the AI Era: Embrace Disruptive Transformation

Join us for our upcoming webinar, where PAC Principal Analyst,  Spencer Izard , will discuss the disruptive forces accelerating AI adoption across industries. Discover how organizations can embrace AI to reimagine their operations and business models, gaining a competitive edge in the AI era.

Learn how integrating AI into software and service offerings can help your organization rethink processes, unlock new capabilities, and future-proof itself against AI-driven market disruptions.

In addition, PAC Advisory Manager,  Valérie Delage , will share insights into the AI-related service portfolio of European service providers. Her findings are based on our initial analysis of the provider data collected for the PAC INNOVATION RADAR AI-related services.

Gain valuable insights into AI-related investments, AI partner ecosystems, common use cases, and employee resources.

Don’t miss this opportunity to stay ahead in the AI revolution.  Register now .

• May 30, 2024

Webinar: Is Sustainability Being Side-lined?

2024 is expected to be a significant year for companies as they strive to meet their early sustainability goals. Despite mounting economic pressure, are they slowing down their sustainability efforts to concentrate on other priorities? 

Watch our webinar to uncover the findings from our latest research on digital sustainability, presented by Nick Mayes, our Principal Analyst. 

Webinar Highlights: 

– Explore the key areas where European businesses are focusing to make short-term progress in their sustainability strategies. 

– Gain insights into investment patterns in sustainability and the speed at which different industry sectors and regions are progressing.

If you cannot see the video, please allow the Marketing preferences from the cookies settings, or watch the video on our YouTube channel .

Access the PPT Presentation for the webinar here .

Sign up for our newsletter to receive the latest IT Services market news, deals, opportunities, and reports in your inbox every week. 

• May 20, 2024

Une année 2023 encore très bonne pour le top 10 des ESN !

Paris, mardi 14 mai 2024 – les résultats de l’année 2023 du top 10 des esn en france se sont une nouvelle fois situés bien au-dessus du marché avec une croissance de +8,3% alors que le marché dans son ensemble a bénéficié d’une croissance de +4,6%. .

Les prévisions de croissance du PIB sont sujettes à des évolutions tous les trimestres ces derniers temps, ce qui montre l’ampleur des incertitudes qui planent sur l’économie de manière générale. Cela met aussi en exergue la difficulté à se projeter tellement les composantes du PIB peuvent évoluer rapidement dans un sens comme dans l’autre.

Dans un contexte qui ne prête pas forcément à l’optimisme, le marché des services numériques continue de bénéficier d’une croissance bien supérieure à celle de beaucoup d’autres secteurs d’activité. En effet, même si la croissance a ralenti en 2023 comparativement à 2022, celle-ci s’est tout de même établie à +4,6% en 2023 .

Dans ce marché très compétitif, Capgemini reste le leader incontesté du marché français, très loin devant son premier confrère. Le secteur industriel reste encore le fer de lance de Capgemini avec notamment ses offres de bout en bout sur des sujets aussi bien IT que OT (grâce au positionnement de Capgemini Engineering) qui ont continuées à avoir un fort succès en 2023. Ainsi, Capgemini accompagne la transformation numérique de ses clients industriels que ce soit sur leurs produits ou leurs outils de production. Capgemini reste aussi fortement positionné sur des sujets très porteurs comme la transformation vers le cloud (notamment la migration de portefeuilles applicatifs vers le cloud), la data/IA, la sécurité ou encore la sustainability .

Sopra Steria conforte sa deuxième place sur le podium en bouclant une belle année 2023 , en forte croissance globale, tirée notamment par l’acquisition de CS group en début d’année 2023. La stratégie de grands comptes de Sopra Steria est très efficace depuis de nombreuses années et continue de porter ses fruits avec des clients très fidèles qui renouvellent régulièrement leur confiance sur des contrats clés, mais permettent aussi à l’ESN d’étendre son positionnement à travers de nouveaux domaines clés de l’évolution numérique (cloud, data, cyber, etc.).

Accenture a de nouveau bénéficié d’une belle croissance en 2023 qui lui permet de conforter sa place sur la troisième marche du podium. La croissance 2023 s’est mécaniquement ralentit par rapport à 2022 qui était une année exceptionnelle en termes d’activités et qui comportait aussi une acquisition relativement importante en France avec Linkbynet.

Orange Business réalise aussi une belle année 2023 avec une croissance de +7% dans un contexte de réorganisation pas simple à mettre en place et de nouveaux objectifs stratégiques avec une emphase plus forte sur les services numériques. L’objectif d’Orange Business de mieux fédérer la transversalité de ses activités pour apporter une proposition de valeur unifiée commence à porter ses fruits.

Atos aussi a réalisé une année 2023 plutôt bonne avec une croissance de +4% (sur le périmètre Tech Foundations et Eviden). Même si les informations concernant Atos ne sont pas toujours positives depuis début 2024, les clients ont continué de faire confiance à l’ESN.

CGI bénéficie aussi une forte croissance en 2023 à +19% (sur son année fiscale du 1 er octobre 2022 au 30 septembre 2023) . Même si l’activité de CGI a été dynamique en 2023, cette croissance reste cependant en bonne partie liée aux acquisitions d’Umanis en mai 2022 et Harwell en juin 2022.

Inetum a bénéficié d’une croissance de +4% en 2023 , en ralentissement par rapport à 2022 sur les activités de services numériques. Inetum, qui a longtemps misé fortement sur ses activités de développement spécifique, cherche dorénavant à tirer sa croissance grâce aux activités d’intégration de solutions du marché.

L’activité services numériques d’IBM a ralenti en 2023 notamment car Kyndryl a arrêté des contrats d’infogérance sur des technologies IBM qui généraient un revenu conséquent pour IBM.

Neurones qui a fait son entrée dans ce top 10 pour la première fois en 2022 continue de bénéficier de croissance organique à 2 chiffres et passe à la 9 ème place cette année. Neurones est une des ESN du top 10-20 qui a le plus de réussite en termes de croissance depuis une bonne dizaine d’années en France grâce à un modèle d’organisation assez vertueux. En effet, la croissance organique se situe quasiment tous les ans au-dessus de 10% avec une profitabilité remarquable.

Enfin, Kyndryl intègre aussi le top 10 en 2023 grâce à une activité qui retrouve des couleurs après quelques années compliquées à la suite de la séparation avec IBM.

Voir l’intégralité du Top 10

• May 14, 2024

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• Join capgemini at salesforce world tour london 2023

Join Capgemini at Salesforce World Tour London 2023

Join the capgemini team at salesforce world tour london on thursday 29th june 2023..

As proud Groundbreaker Sponsor of this much-awaited event, the Capgemini team are looking forward to welcoming you at our stand where we will be showcasing:

• Sustainability – Harnessing the Power of Net Zero Cloud
• Data Driven Customer Experience – The power of Data Cloud
• Connected Engineer –Salesforce Field Service
• Providing the best of Salesforce as a Managed Service

You will also hear some customer-first experience trends and insights from Capgemini’s experts, which have been designed to provide a practical and interactive experience with the aim to help organisations successfully navigate the ever-changing technology landscape.

Stop by at our booth to say hello and, while you’re there you will be able to get hands on with our demos and speak to our experts around your specific use cases.

Additionally, make sure you keep an eye out for our customer speaking session, more details to come on this soon!

Our propositions and success stories

Connect engineer.

Salesforce field service solutions delivered from a proven Connect Engineer Framework underpinned by focus on business value, business change and user adoption

Intelligent Supply Chain

Design and Development of a logistics and supply chain solution for infrastructure heavy businesses. Amazon style solution for (e.g. Grid and Water heavy goods equipment )

Sustainability Proposition

360-degree view of your environmental impact across Scope 1, 2 and 3 emission. Includes Mulesoft integration to key emission systems

Energy Retail CRM Accelerator

Best in class CRM Platform to enable E&U Clients deliver outstanding customer service and accomplish higher sales and operational efficiencies. Inlcudes pre bult industry process and integration into Gorilla, ECOES and other industry data sources

Customer Engagement Platform

An end to end Customer Engagement platform including Voice, Case Management, Knowledge to support clients to drive personalised customer experiences. Achieved through service transformation expertise and the market leading technology (AWS Connect or Odigo)

Communication as a Service

Manages multi channel communications dealing with planned and unplanned service interruptions and social media event management – include Marketing Cloud and bring your own social (e.g. Sprinklr)

EV Customer Platform

A holistic, EV managed service to support clients to drive sales, improve efficiency deliver outstanding customer service. This will be achieved through combining market-leading the customer360 platform with world class strategic consultancy and energy transition industry expertise

Customer and Value focused Operating Model

A best practice operating model for delivery customer centricity, business value and technical innovation on the Salesforce platform. Enables organisations to become product centric, reduce technical debt and maximise the return on their investment

Data Monetisation

Challenges of Data Monetisation and the Capgemini Data Monetisation framework based on MuleSoft

EDI and the Autonomous Supply Chain

A proposition based on an accelerator to optimise the migration from legacy EDI B2B estates to MuleSoft Partner Manager

LLA Customer Success story

How Capgemini partnered with LLA to help them evolve into “Digital Telco”, delivering state-of-the-art customer experience using Salesforce Communication Cloud and TM Forum based MuleSoft APIs for sustainable business success. Find out more .

Three industry examples of how to apply Data Cloud and Marketing Cloud to create customer experiences that are data driven. (Energy & Utilities, Automotive and Retail)

Automotive – After Sales

The Automotive After Sales space has been viewed as the poor relation compared to new vehicle sales. As the Automotive industry undergoes radical change, new opportunities are opening up to generate revenue by getting closer to the customer. Learn how can this be achieved in this changing market.

Register your interest here to be included in our exclusive event track programme.

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Wipro and Docusign at Salesforce World Tour London

Meet with the Wipro and Docusign teams at Salesforce World Tour London

Salesforce World Tour London is quickly approaching. Wipro and Docusign are excited for a day of amazing content, key announcements, and inspiration. Our Salesforce practice and regional leaders look forward to meeting you during the event to help you determine how to create ROI and impact across your organization with the world’s #1 CRM.  

Whether you’re embarking on a transformational service initiative, reimagining marketing engagement, getting closer to your customers with Industry Clouds or envisioning a future strategy for enterprise data, integration, or commerce, we’re ready to guide you on your Salesforce journey. 

To schedule time to meet with our team, please register here and we’ll connect with you to align calendars. 

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Video highlights featuring keynote sessions, customers speakers and incredible new innovations in Customer 360, Trailhead and Salesforce Einstein Voice.

May 23, 2019

Dreamforce 2019

Join Marc Benioff, Chairman & Co-CEO, Keith Block, Co-CEO, and special guests who are transforming their industries, driving exceptional customer experiences, and enacting change.

November, 2019

NEWS... BUT NOT AS YOU KNOW IT

Janet Jackson, pop’s biggest injustice, finally receives her flowers in London

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It’s hard to ignore the poignancy of Janet Jackson’s tour being named after Together Again, her chart-topping song about grief, after what she’s just personally been through. 

She stood on the stage at London ’s O2 Arena on Saturday to perform a sold-out show just two weeks after the sudden death of her older brother Tito Jackson . Some performers understandably would have postponed the show to deal with their heartbreak – and who could blame them? – but not Janet. 

Instead, the pop titan powered on with the most high-energy show and a level of professionalism many younger artists today could learn from. 

For someone five decades into their career, Janet, 58, performed with the vigour of someone more than half her age. Her catalogue of hits is positively overwhelming with even her oldest songs from the early 80s, like When I Think of You and What Have You Done For Me Lately, standing the test of time. This longevity coupled with her genuinely natural talent as an entertainer makes the lack of recognition she gets – despite being one of the greatest pop performers of our time – from the wider industry so frustrating. 

People often regard the Milli Vanilli scandal as one of pop’s biggest injustices but, frankly, it’s surely the disregard of Janet who has weathered Nipplegate that derailed her career, achieved multiple record-breaking feats, had to constantly step out of the shadow of her late brother and global superstar Michael , and yet still has to remind everyone that she’s Janet (‘Ms Jackson, if you’re Nasty’) in her own right. 

Well, Saturday’s sold-out show at The O2 felt like her victory lap and it was near-impeccable. 

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It was a night as nostalgic as you could get with Janet throwing us back to the peak era of pop-laced R&B in the 80s, 90s and 00s; three decades which she fully owned with her endless slew of anthemic hits. 

As she ran through feel-good bops like Nasty, All For You, Escapade and Rhythm Nation, it felt like one big party had descended on the arena. Even some of the slower hits such as I Get Lonely, That’s The Way Love Goes and Any Time, Any Place didn’t cause a lull in the pace of the set and some even seemed to garner a bigger response from the audience than the faster-paced numbers. 

We sang our hearts out, danced, smiled and watched in awe as this music icon rightfully got her flowers. 

When Janet last toured in 2011, I had the privilege of attending her Royal Albert Hall show and it’s incredible that, 13 years later, she’s still able to perform with the same level of vitality while pushing 60. The choreography was just as impressive as it was all those years ago and there were absolutely no missteps from Janet. 

This is the reason why she can be forgiven for seemingly lip-syncing quite obviously in parts – the woman surely needed to catch her breath and, let’s face it, can move better than many of us. 

The beauty of Janet as an artist is that she can do it all; dance, sing, act and, despite her mega-stardom, has the ability to seem genuine and full of heart.

This was clear in the more emotional moments of the night, such as a crowd-led singalong during Again, her performing Scream without the late Michael (although his presence felt) and then a final tribute to those she has lost – Michael, Tito and her father Joe Jackson – with black and white photos at the end of the show. Janet visibly fought back the tears at this point, reminding us that even though musicians are often dehumanised as unrelatable celebrity figures on their own planet (certainly true much of the time), they are still human after all. 

When it comes to the Jackson family musical dynasty, Janet is pretty much all we have and she’s carrying the torch well. In fact, she’s nearly all we do have when it comes to music legends in general; she’s one of the few from her era still doing it to such a high standard; others are either no longer with us or unable to perform due to declining health. 

That’s why it’s so important to give these incredible artists their flowers while they’re still here and, last night, Janet finally got hers. 

It was better late than never.

Janet Jackson’s Together Again tour continues tonight at The O2 with Wyclef Jean as a special guest.

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