Continuous Transformation Framework | Genpact

Our Continuous Transformation Approach

At Genpact, the heart of every client relationship is a focus on creating sustainable, long-term value. So, how do we boost resilience, innovation, and growth for our clients? What makes us different? Here's your chance to learn more.
The best way to deliver long-term value is to make transformation continuous. Our continuous transformation approach incorporates four capabilities linked by enterprise intelligence, seamless change management, and a client-focused culture. We bring industry expertise, technology, and data together in a way that delivers a combined value greater than the sum of its parts. Click on each component to learn more.
Delivering resilience, innovation, and growth
Contextual
expertise
Integrated technology
and digital innovation
Human-centric
experience
Predictive
analytics
Enterprise
intelligence
Culture of
collective ambition
Data-driven
change management
Contextual expertise

Do transform your business

Don't forget the context

When you lead a business transformation, how do you identify the best approach to reach your goals?

The answer often lies in your data, but unlocking it requires contextual expertise. Contextual expertise combines process, operational, and industry knowledge to identify the best approach, solutions, and services for our clients.

Fast facts:
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Our contextual expertise is rooted in our IP portfolio – informed by more than 20 years of experience solving complex problems for our clients
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Our IP portfolio includes process frameworks, methods and know-how, reference architectures, labeled data, and reusable technology assets
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Genpact knowledge managers are the stewards of the IP portfolio that underpins our contextual expertise
Summary
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Every day, Genpact employees build their process experience, operational knowledge, and industry insight. This forms the foundation of our contextual expertise.

Contextual expertise is a differentiator that helps us identify the best approach, solutions, and services for our clients. We do this by connecting four areas:

  • People – Our knowledge managers oversee our contextual expertise, making sure we continuously grow and evolve to support our clients
  • Technology – We use technology to enable employees across Genpact to learn from, contribute to, and reuse our collective intelligence
  • Data – Gathered across clients and backed by industry insight, operational data helps us continually redefine what good looks like
  • Intellectual property – We have a wealth of process frameworks, methods and know-how, reference architectures, and reusable technology assets

This blend of business and technology expertise allows us to deliver revenue growth, resilience, and transformation at scale for our clients.

Integrated technology and digital innovation

Establishing the right technology architecture

AI, analytics, automation, cloud. These are just some of the technologies that Genpact specializes in. And Genpact Cora – our digital business platform – allows us to integrate best-in-class partner technologies with our digital accelerators so clients know exactly what technology they need and why.

Today, transformation isn't just about the technologies you choose it's how you integrate them to fuel innovation. In short – it's time for a better approach.

Fast facts:
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Business leaders must learn to identify the internal and external factors driving transformation
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Cloud, data, and AI are crucial components of transformation but must be applied in the right way and at the right time
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Connecting people, processes, data, and technology is the best way to accelerate transformation
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We use Genpact Cora, our digital business platform, to deliver digital innovation across a range of industries. It allows business leaders to implement technology to transform their enterprise – across new and legacy environments – to accelerate digital transformation.

We start by getting business leaders to use their insider knowledge and insights from outside the enterprise to identify their competitive edge.

When they're ready to transform, we have a range of proprietary and partner technologies at our disposal – and the knowledge to apply them in the right way at the right time. We use cloud, data, and AI to help identify these opportunities.

But technology is only one piece of the puzzle. You must also connect people, processes, data, and technology for successful and sustainable transformation.

Combined with contextual expertise, a focus on human-centric experiences, and predictive analytics, we integrate technology to help businesses thrive.

Human-centric experience

Leaders want their people to be happy

But how can they be happy if they're not being heard?

Employees. Customers. Partners. Suppliers. They all expect world-class experiences. And what they need today might be different from what they'll want tomorrow. Doesn't a way to continuously gather insights from everyone involved sound good? We're on it.

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We define the best experience at every step of a user journey and then gather feedback to continuously evaluate and enrich the experience
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Amber – our AI-powered engagement tool – provides real time insights into the employee experience
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We help clients and partners assess and improve the experiences they offer across their ecosystem
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People are at the heart of every enterprise. So how do you make sure they're heard?

At Genpact, we take a data-driven approach to gathering opinions, emotions, perceptions, and concerns from across our ecosystem in real-time. This data becomes insights that spark meaningful change. These insights also feed into our intelligence layer, Enterprise360, for continuous improvement.

For example, our AI-powered employee engagement tool, Amber, conducts empathetic conversations with employees at crucial moments in their employment journey. As Amber measures mood and engagement levels, these insights prompt managers to make small changes that can lead to big differences in satisfaction.

Our clients and partners benefit in the same way. We can show them a snapshot of their company culture, health, and interactions – and how to improve them.

Genpact is in relentless pursuit of a world that works better for people. It's why we focus on human-centric experiences as part of our continuous transformation approach.

Predictive analytics

Businesses can't afford to be reactive

It's time to predict and prepare

Companies work hard to plan for what tomorrow might bring. But this can involve many assumptions. To avoid this, continuous transformation calls for a proactive approach.

This is where predictive analytics comes in. It supports smarter decisions, quick resolutions, and new ways to generate revenue.

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Predictive analytics must be fueled by internal and external data
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We turn huge volumes of data into insight so leaders can make better, more proactive business decisions
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The best way to futureproof is to set up a program that continuously predicts, learns, and supports agility in an evolving market
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Continuous transformation involves an endless search for better ways of doing business. The ability to act on issues before they become problems is the mark of a true business leader.

Predictive analytics can help. Built on a strong data foundation, predictive analytics assesses past situations – what worked, what didn't, and why – to help businesses prepare for the future.

Using data mining, predictive modeling, and machine learning, enterprises can make more informed decisions. Predictive analytics also shows where other technologies could be used to transform experiences for employees, customers, and partners.

Overall, predictive analytics helps leaders:

  • Strengthen decision-making
  • Identify operational improvements
  • Boost business revenue
  • Unlock competitive advantages

Enterprises are solving some of their most complex problems with Genpact's analytics solutions. Our approach to predictive analytics is a compelling example of continuous transformation: Learning from the past. Strengthening the present. Planning for the future.

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Enterprise intelligence

Enterprise intelligence

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Examine, understand, act, repeat

“How's team morale today?" “Is our order volume rising?" “Why are these numbers different from last year?"

People need real-time answers to pressing questions. It's why we've developed our integrated enterprise intelligence layer – Enterprise360. With AI embedded throughout, Enterprise360 gives everyone the insights they need, when they need them, to make more informed decisions.

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Enterprise360 uses vast amounts of operational data to help business leaders benchmark their operational performance
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Dashboards and alerts flag operational issues in real time and suggest the best next action
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Enterprise360 constantly generates and captures insights to promote continuous change and drive better business outcomes
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Data-driven insights fuel continuous transformation. But converting data into insights is not easy. That's why businesses need enterprise intelligence. Our integrated intelligence layer, Enterprise360, converts data into the insights our teams and clients need when they need them.

Built with the power of AI, Enterprise360:

  • Provides transparency into business health
  • Identifies future transformation opportunities
  • Alerts teams to operational issues in real time
  • Helps teams benchmark their performance against their peers'
  • Continuously learns and improves

For example, Enterprise360 provides an answer for a retailer whose order spikes constantly surprised its managers. By collecting and analyzing data from every corner of the company, a dashboard identifies and alerts everyone who needs to know when order volumes are on the rise. As a result, collaboration has replaced chaos.

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Culture of collective ambition

Culture of collective ambition

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We only succeed when our clients succeed

That's what makes Genpact different

Our employees and clients are part of a connected ecosystem. It's why we're so invested in our clients' success – not just at the start of their journeys but every step of the way.

We call this our culture of collective ambition – in which our focus on delivering client value first leads to longer, happier, and more successful partnerships. In short, everybody wins.

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Genpact's success is directly tied to our ability to identify the best path for our clients to take in their transformation journey
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No matter where they are in their journey, we focus on delivering client value first
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We lead change by being curious, incisive, and courageous in everything we do, on a foundation of unyielding integrity
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Enterprises want to partner with companies that consistently deliver business transformation. Unfortunately, without shared goals, this alignment can be hard to achieve.

At Genpact, we do things differently. We act as a seamless extension of our clients' businesses. As a result, everyone is investing in client success and focused on delivering client value first.

When it comes to business transformation, we move beyond just cost reduction to focus on true drivers of value. We support business growth, prevent revenue leakage, increase productivity, and avoid costs – rather than just reducing them. And we help clients create better experiences across every corner of the enterprise.

We are curious, incisive, and courageous in everything we do while maintaining a foundation of integrity. This is our culture of collective ambition – in which we stand by our clients through their transformation journeys, every step of the way.

Data-driven change management

Smart leaders embrace change

But what if employees don't?

Continuous transformation can be disorganized, disruptive, and daunting. Or it can be organized, seamless, and exciting. It all depends on how enterprise leaders approach change management.

The most successful transformations help people embrace and lead the change. And our data-driven approach can help.

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Due to a lack of change management, only 30% of transformation programs hit their goals
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Genpact assesses enterprise readiness for change through its Change Lens. We connect proprietary methodologies and frameworks with real-life operational experience to identify transformation opportunities
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With experience as operators and agents of change, we know how to keep the human experience front and center and maximize the benefits of transformation
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Change management is one of the most important – but often overlooked – elements of continuous transformation. Unfortunately, people can be fearful of change — leading to higher attrition and lower ROI.

To overcome this challenge, the most successful transformations take a data-driven approach to change management, change leadership, and change capability building.

At Genpact, we examine our clients' businesses through the eyes of an operator and a change manager. We collect data from across the ecosystem to:

  • Assess the enterprise and its readiness to support change
  • Uncover gaps that need to be addressed and core strengths to leverage
  • Make recommendations on how to move forward successfully

With a focus on the human experience, we open minds to the need for continuous transformation and get employee support for change to help them thrive today and into the future.