Capitalizing on Tech Innovation, From Talent to Content

Q: What are SoftServe's core values and mission and how do these guide your approach to technological solutions?

A: SoftServe has followed a few mantras since its founding 30 years ago. We approach our job following two main premises: to make our clients successful and to develop our people. Keeping our focus on those two areas has allowed our company to grow in the most influential technological areas. The education and development of our people has always been critical for SoftServe. The founders of the company were university professors, so education always was and still is key to our work. We focus on areas that are computational, analytical, mathematical or scientific.

Q: How does SoftServe assist its clients in migrating their operations to the cloud? What specific challenges have emerged with this transition?

A: There are various aspects to consider when transitioning to the cloud. Companies must begin by determining which applications are best suited for migration and how to train their workforce for this shift. The approach to operating and managing data greatly depends on whether employees are working on-premises or in a hybrid mode. 

There are two key aspects to cloud adoption: migration and the overall strategy for embracing the cloud. We offer a comprehensive suite of services to help clients at every stage of this journey. The first step is moving the data to the cloud and learning how to operate effectively within this environment. Once the data resides in the cloud, numerous opportunities emerge for extracting additional value from it. This can involve creating a data lake or consolidating all data into a unified repository to make it accessible to various teams or business units. This, in turn, enables the generation of fresh insights, new opportunities or even monetization opportunities. Taking it a step further, companies can apply advanced technologies, such as AI, to gain insights that might have been beyond their internal expertise or resource capabilities. Leveraging the cloud provides additional opportunities to drive efficiencies and capitalize on data and information assets. 

SoftServe has been assisting clients across the expertise spectrum, from beginners to Fortune 100 companies, for decades.  Our goal is to consistently add value to their operations and data centers by staying ahead of the technology curve. We invest in training and developing our team to anticipate the trends and topics that will shape the technology landscape in the next two to three years. Our strength lies in our ability to bridge the gap between the early stages of cloud adoption and the pursuit of advanced cloud-based solutions.

Q: How does SoftServe help businesses increase customer engagement and profitability through content management?

A: In addition to our cloud and big data practices, we offer valuable insights by extracting data and leveraging AI. Predictive analytics plays a crucial role in understanding and forecasting customer demand, particularly in supply chain management. For example, we assist businesses in predicting consumer trends, such as the must-have holiday season toys. We also help with procurement strategies, ensuring businesses know when and how to purchase these items effectively. We also apply predictive analytics to shelf management in physical stores. By analyzing foot traffic patterns, we help retailers optimize product placement. Predictive analytics can enhance brick-and-mortar retail operations. 

We also help businesses operating online to leverage omnichannel strategies and we have business practices that help clients establish their B2B or B2C online storefronts. Our approach goes beyond traditional point-and-click shopping; we delve into user insights and personas to tailor the shopping experience. This personalization maximizes revenue potential during each site visit, benefiting our clients. 

We collaborate with partners, including independent software vendors (ISVs), to build on their platforms.  Alternatively, for clients with unique requirements who prefer not to use off-the-shelf products, we have the capability to develop custom software and applications. We cater to each client's specific needs and preferences, offering a comprehensive suite of services to align with their vision.

Q: What initiatives and strategies is SoftServe implementing to cultivate and retain technological talent in Mexico? 

A: SoftServe was founded by educators and, to this day, our original founders remain actively involved in the company's daily operations. Our commitment to education and continuous learning is crucial to face the shortage of talent in Latin America and beyond. There is a shortage of individuals with the skill sets needed to meet the diverse requirements of businesses. 

Over 15 years ago, we established SoftServe University in Lviv, Ukraine, where there are numerous universities and a pool of highly educated students. The core idea behind this initiative was to invest locally in people and partner with universities. SoftServe University allows us to train and develop IT talent altruistically. We reach out to students who are interested in IT or individuals midcareer seeking a change and provide them with training at our expense. Graduates gain the skills and knowledge needed to pursue careers in their local communities. This program has trained well over 10,000 people, offering life-changing opportunities to young individuals who might not otherwise have had access to IT education. We have brought this program to Mexico, Colombia and Chile, and other talent markets.

Q: Mexico’s automotive and manufacturing industries are most eager to foment their industry 4.0 capacities ahead of incoming nearshoring investments. Based on your market experience, what are the most common challenges/barriers to fully leveraging real-time data analysis? 

A: The proximity and historical relationship between Mexico and the US have played a significant role in technological collaboration. This relationship is unique, driven by a deep understanding of each other's cultures and interests. This collaboration is set to accelerate significantly driven by macroeconomic changes in the global landscape. The US and China are now the world's largest trading partners but in the next decade, there will be a shift toward two distinct economic worlds: a Western world primarily led by the US and an Eastern world dominated by China. 

Recently, Mexico became the US’ largest trading partner, a development that might have seemed unimaginable just five years ago. This shift in global economic dynamics will undoubtedly impact various sectors, including manufacturing and industrial processes. Real-time or additive manufacturing is poised to become the standard, meaning that products will be produced automatically upon order placement, reducing supply chain complexities and timelines given the proximity between Mexico and the US. 

From a technological perspective, there are significant challenges to overcome. The industry comprises numerous players, each with its own niche and technology stack. Ensuring compatibility, interoperability and compliance with industry standards is crucial. Moreover, issues related to software and hardware compatibility persist, especially without widely adopted open standards. Legacy infrastructure and technology investments worth millions or even billions of dollars also pose compatibility challenges. Companies naturally want to leverage these investments and incompatibility can hinder progress and adoption within the ecosystem. 

Q: How has open innovation helped SoftServe to stay in the forefront of technological developments? 

A: Open innovation hinges on having an entrepreneurial mindset. SoftServe actively promotes entrepreneurship, fostering an environment where it is okay to fail because taking risks and trying new things are essential drivers of progress. The rise of open source in the past two decades has democratized technology innovation, allowing individuals and small companies to create large projects. 

Mexico and Latin America stand apart in the outsourcing landscape because of their unique marketplace. Unlike most countries where most clients are from the US or Western Europe, in Mexico and Latin America, there is a substantial local market demand for innovation. About 60% of the market serves clients from the US and Western Europe, while 40% caters to local businesses. This diversity in clientele creates opportunities for innovation and the growth of indigenous IT companies, positioning the region as a significant player in the future of technology and innovation.

Q: What upcoming initiatives is SoftServe planning to introduce to the Mexican market?

A: Over the next five years, we plan to invest tens of millions of dollars in Mexico and Latin America, focusing on fostering growth and nurturing talent. We heavily invested in SoftServe University, built a state-of-the-art office in Guadalajara and are opening a new office in Mexico City. We are also expanding our partnerships with major cloud vendors. 

Next year, we plan to open operations not only for engineering and delivery but also to serve local clients directly. We also have plans to establish technology hubs tailored to specific sectors. One of our key interests is AI and we plan to open an AI Capability Center in our Guadalajara office. This center will not only support our global clients but also serve as a resource for our 12,000 associates at SoftServe. Whenever a project requires AI expertise, they will find it within our Mexican team, creating a hub of excellence within the region. Mexico will not be just a service location but also a hub for building expertise and delivering excellence in specific areas.