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Can Genpact Pivot from Operations Execution to Digital Innovation?
Like so many of its peers in the business services industry, Genpact has undertaken a brand refresh, complete with new logo and “Transformation Happens Here” mantra. If one thing is resoundingly clear from Genpact leadership, it is the acknowledgement that business clients have followed consumers’ lead and have raised the bar for their expectation experience. But, clients don’t yet see Genpact as an experience-focused company. Over an Analyst Day event in November, HfS heard Genpact’s leadership team talk about its shift in brand perception toward business outcomes such as customer experience. We believe that while Genpact is making the right moves to step away from its legacy business, it will be challenged with the pace of change that the emerging digital market is demanding.
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