Genpact adapts its service delivery model to help customers succeed with their digital transformations

Internal shift positions Genpact to capture digital demand

Genpact hosted approximately 50 analysts on March 13 in Boston’s Seaport district to provide an update on its business and transition to the digital age. Additionally, the company highlighted its service design capabilities and how it’s differentiating from peers. Genpact continually invests in its business and delivery model to align with changing client demand for emerging technologies, such as IoT, digital and cloud, and has initiated its fourth major companywide evolution in the last 20-plus years, this time to embrace digital. Building out AI and automation-enabled services strengthens Genpact’s core capabilities around business process services with an outcome-based approach, to provide clients with the tools and technology necessary to streamline and automate lower-value tasks. Genpact’s approach to digital transforms clients’ traditional workflows to address their challenges. This approach includes identifying digital tools and technologies that allow clients to improve operations and customer satisfaction by eliminating pain points and bottlenecks associated with manual tasks.

During its presentation, Genpact noted that less than 50% of its approximately 98,000 employees are based in India. Building talent throughout the U.S., Australia, LATAM and Europe increases Genpact’s client touchpoints and enables it to work more closely with clients around transformation and drive business value and insights for clients. Also, the expanded global client base improves Genpact’s position as a global professional services vendor and helps the company move beyond the perception of being a low-cost BPO provider.

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