An interview with Patrick GIUDICELLI, President and founder of AKIO, France’s representative at the G20 YEA 2024. This event, bringing together 800 ‘young’ entrepreneurs from G20 member countries, took place from 10 to 14 June 2024 in Brazil.
The G20 YEA adventure
Q1: Can you tell us about your experience as France’s representative at the G20 YEA 2024 in Brazil?
- It was an exceptional and enriching experience. Representing France allowed me to share our vision of transforming the customer experience: providing an innovative Customer Relationship Management (CRM) software suite with multi-channel management of customer interactions. A Call Centre as a Service (CCaaS) tool, to help advisers respond more effectively, based on intelligent (AI) and collaborative technologies with Unified Communications (UCaaS) functionalities.
Q2: What were the highlights of this event for you?
- The exchanges with entrepreneurs from all over the world were particularly memorable, especially the session on ethical AI, which resonates perfectly with our approach at AKIO.
AKIO on the international stage
Q3: How does AKIO’s participation in this event reflect your commitment?
- Being chosen to be part of the French delegation to the G20 YEA is recognition of our status as an innovative and committed player. AKIO has been selected as a dynamic French company and this selection is also a commitment, on a personal level as CEO, to participate actively in the G20 YEA 2024 (Trade Mission, drafting of recommendations and International Summit) as a member of this delegation (promotion of the values of the G20 YEA and entrepreneurship, in line with the objectives of the G20 YEA and Citizen Entrepreneurs). We also subscribe to the charter of the G20 YEA (Young Entrepreneur Alliance).
- Our presence here demonstrates our commitment to shaping the future of our industry, a commitment also recognised by Hub France IA, which has positioned AKIO in the 2024 mapping of the most innovative companies in Europe.
Impact on vision and projects
Q7: What new ideas or potential collaborations did you bring back from this event?
- We are exploring partnerships with Brazilian companies, having acquired a better knowledge of this market, to better address it.
Q8: How does the theme ‘Building a just world and a sustainable planet’ resonate with AKIO’s mission?
- This theme aligns perfectly with our vision of an ethical and sustainable customer relationship, where technology serves people and the planet.
The future of customer experience
Q9: What global trends in customer experience did you identify at the G20 YEA?
- Beyond regional specificities, hyper-personalisation, ethical AI and Customer Insight are major global trends.
Q10: How does AKIO intend to respond to these new market expectations?
- We are continuing to invest in R&D in the field of Artificial Intelligence, and are working closely with our customers who use the new Interactions Analytics and Gen AI functionalities to continually improve our tools and ensure they benefit from the latest innovations.
Q11: What challenges and opportunities do you see for customer experience software publishers in the coming years?
- My discussions with other international entrepreneurs have confirmed that the customer experience is a priority in all markets. The main challenge will be to reconcile new uses with security and data protection, thinking ethically and sustainably, but this is also our greatest opportunity to create sustainable value.
Message to teams and customers
Q12: What message would you like to pass on to the AKIO teams following this experience?
- I’m proud of our teams and our achievements. This experience confirms that we are on the right track. Let’s continue to innovate, boldly and responsibly.
Q13: How will participation in the G20 YEA benefit your customers?
- AKIO is Qualiopi certified, a member of the Diversity Charter, and is committed to respecting the values of the G20YEA Charter. Our constant concern for data protection and systems security, formalised by ISO 27001 certification, goes hand in hand with an equal focus on human values, listening, respect and proximity. We are committed to human relationships that go beyond products and finance. Our participation in the G20YEA is also a mark of trust for those who support us, and recognition from the market and our peers in a highly competitive sector.
