{"id":4141,"date":"2019-10-20T00:00:00","date_gmt":"2019-10-20T00:00:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/genpact-right-point_102119\/"},"modified":"2021-12-09T11:33:58","modified_gmt":"2021-12-09T11:33:58","slug":"genpact-right-point_102119","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/genpact-right-point_102119\/","title":{"rendered":"Genpact gets Right to the Point to bring the front and back office together… as OneOffice"},"content":{"rendered":"

Did you hear the one about the GE finance captive spinoff\u00a0which ended up as a Top 6 AI Services firm before making a bold move into the front office with the acquisition of the respected Right Point\u00a0Group<\/a>?\u00a0 And did you hear it broke into the world of digital service capability without ever succumbing to the delights of acquiring an IT services shop?\u00a0 Welcome to Genpact, folks, the former BPO\u00a0firm which has been breaking the mold of business services for the past two decades.<\/p>\n

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Click to Enlarge<\/a><\/em><\/p>\n

This is a serious digital acquisition that brings Genpact\u00a0right into the customer paradigm<\/strong><\/span><\/p>\n

Genpact has been slowly but steadily building thought leadership and capabilities around \u201cexperience innovation\u201d over the last few years.\u00a0 Genpact\u2019s 2017 acquisition of Design Thinking consulting firm TandemSeven<\/a> was its first demonstration of the firm\u2019s appetite to develop a OneOffice capability<\/a>, aiming to move beyond its back office roots and help its clients develop more holistic experiences.\u00a0 It has now announced an agreement to acquire digital consultancy Rightpoint, with a focus on digital transformation, with capabilities for CX, commerce, and mobile application development.<\/p>\n

<\/a>A highlight of the acquisition and one of Rightpoint\u2019s most distinctive features is its expertise for designing and implementing digital workplaces \u2013 its work with Aon, for example, demonstrates Rightpoint\u2019s capability to reimagine the workplace.\u00a0 This is such an important element that many companies need help with, as they struggle to connect experiences across the organization and align to the customer.<\/p>\n

While\u00a0TandemSeven gave the firm a flavoring of customer experience design, the sheer size and scale and depth digital tech implementation across North America puts Genpact\u00a0right on the digital map, with a unique value proposition of leading with process transformation, enabled by AI and digital capability where we can expect a significant jump from its current position, which we assessed earlier this year in our 2019 Design, Sales and Marketing Services Top Ten report<\/a>.\u00a0 Genpact landed at #14 in the rankings, largely as it just begun developing thought leadership for front office focused offerings and mindshare\u00a0has been relatively low on our Voice of the Customer rankings. The Rightpoint acquisition is a step in the right direction to move up the value chain \u2013 particularly as it can bring in its strong capabilities around data and analytics to fuel the digital transformation roadmaps for its clients.<\/p>\n

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Click to Enlarge<\/a><\/em><\/p>\n

Genpact\u00a0will not force its culture onto Right Point as it learns from the Accenture play-book<\/strong><\/span><\/p>\n

We view this as the most exciting acquisition yet by Genpact, as it signifies\u00a0the direction the firm is taking as a process designer, executor and engineer\u00a0enabled by supporting digital and AI technology.\u00a0 We also see this as one of the most genuine\u00a0OneOffice\u00a0investments made by a (predominantly) middle\/back office service firm to unify and front-to-back “OneOffice” offering. While we have seen contact center firms such a Concentrix\u00a0acquire Tigerspike<\/a>, and Sutherland partner with Google<\/a>, there have been few moves from traditional BPOs to bring together front and back office delivery with real technology enablement.Other front-to-back moves in the business process space have also been WNS\u00a0quietly beefing up its call center capabilities in South Africa, Teleperformance’s\u00a0acquisition of Intelenet and InfosysBPM’s recent pick up of Irish call center Eishtec.<\/p>\n

The challenge will be integrating Right Point into Genpact\u00a0mothership, and keeping it as a separate\u00a0entity reporting to Ahmed\u00a0Mazhari<\/a>\u00a0(Chief Growth Officer) as opposed to attempting to force a\u00a0quicker integration into Sanjay\u00a0Srivastava’s<\/a>\u00a0Digital organization tells us that Genpact\u00a0is keen to retain the culture of Right Point in the initial phases and not force Genpact’s\u00a0culture onto Right Point’s people.\u00a0\u00a0This is more from the Accenture playbook of 36 digital acquisitions to-date<\/a>, where they learned quickly not to Accenturize these creative firms too quickly.<\/p>\n

The Bottom-line:\u00a0 business\u00a0process service providers failing to invest in digitizing their capabilities across front-to-back offices are in a race to the bottom<\/strong><\/span><\/p>\n

The message to today’s business process services firms is simple – you’re dealing with the institutional processes<\/em> of the world’s biggest businesses.\u00a0 Help align them with the needs of their customers and you will win.\u00a0 Stay doing the same old legacy processing and you’re probably toast in a couple more years.<\/p>\n

Believe it or not, if you’re helping clients manage their processes and data, you’re right where you need<\/em> to be… but you need to develop or acquire the expertise to help them get where they want to go. That means you need to help them design, digitize, automate and self-remediate\u00a0their processes to stay ahead of their customer needs, as they simply cannot survive treading water in today’s environment.\u00a0 As we recently pointed out, 75% of enterprises will demand significant changes to their services partnerships<\/a> when they next evaluate their contracts.\u00a0 So providers thinking most of their clients will tolerate them not making significant investments in delivering digital services are going to be in serious trouble (and some are and are fast realizing it).<\/p>\n","protected":false},"excerpt":{"rendered":"

Did you hear the one about the GE finance captive spinoff\u00a0which ended up as a Top 6 AI Services firm…<\/p>\n","protected":false},"author":3,"featured_media":4142,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[48,861,833],"tags":[303],"ppma_author":[19,34],"yoast_head":"\nGenpact gets Right to the Point to bring the front and back office together... as OneOffice - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.horsesforsources.com\/genpact-right-point_102119\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Genpact gets Right to the Point to bring the front and back office together... as OneOffice - Horses for Sources | No Boundaries\" 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