In an AI-First Era, Putting People First Matters

In today’s AI-first era, success depends on human connection more than ever. That’s because behind every successful project, partnership or innovation, one thing remains constant: people.

Putting people first doesn’t just deliver better results for customers and clients. It also creates opportunities for our teams to learn, grow and build their careers.

We spoke with Joe Dunleavy, our Regional CTO for Europe, about why relationships are at the heart of great customer experiences – and how they make a difference for clients and colleagues alike.

Humans in the loop, always

Customer centricity isn’t just about processes or frameworks – it’s about the people who bring them to life.

Joe, you’ve said that “technology is a people business.” What do you mean by that?

“Technology is important, but it’s only as effective as the people behind it. It’s about listening, collaborating and building the kind of trust that helps both customers and our own teams succeed together.”

It all starts with trust

Trust doesn’t begin with a contract – it begins with conversations between people. Partnerships last when teams invest time upfront to truly understand the problem, align on priorities and suggest practical solutions that really improve delivery and outcomes.

How have you seen trust shape collaborations?

“Strong relationships aren’t transactional. When clients know we’re invested in their goals, they’re more open to working closely with us, and that’s when both sides achieve their best work.”

More than a transaction

Every interaction with a client is a chance to strengthen the relationship. From first conversations through to delivery, customer centricity is about growing together and delivering real value, not just ticking boxes.

Can you share a story where strong customer centricity led to success?

“There are many, but let me speak about a very recent example. It was a real joy to hear when speaking to a client that we had recently delivered a substantial project for, that they see the Endavans supporting them like part of their own team. That kind of feedback shows that we’re not just delivering solutions, we’re building partnerships that last.”

Proof in the results

Good results speak for themselves, but great results also show up in how clients and colleagues feel about working together. A real measure of that is how willing clients are to recommend Endava to their own network or business contacts. 93% of clients we interviewed said they were happy with Endava, and an impressive 92% said they would recommend working with us*.

What do our latest results tell you about customer centricity?

“When clients give us high CSAT scores, it’s not just about the outcome. It’s about how the journey felt: collaborative, supportive and built on trust. And our teams feel that too, which gives them confidence to take on new challenges.”