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Wipro Driving an AI-Powered Consulting-Led Approach

 

NelsonHall recently attended Wipro’s Analyst and Advisory Summit in London. Sarat Chand, Wipro UK&I MD, provided an update on the UK&I business, which now has ~18k employees and 50 key clients in the U.K. He further reiterated the company’s UK&I industry-focused operating model aligning to prioritized industry verticals including BFSI, insurance and wealth, consumer and health, energy, manufacturing, tech, comms and media, in addition to investments in the life & pensions (L&P) business, AI, and a consulting-led approach to deals.

 The overarching themes from the event were:

  • Wipro’s Servaada subsidiary driving Life and Pensions (L&P) admin opportunities
  • Operating model evolution and consulting-led approach
  • Investments in AI.

Servaada driving growth in U.K. L&P admin market and geo expansion opportunities

A recent key win is the 10-year, £500m deal with Phoenix Group, a U.K. long-term savings and retirement business. Wipro provides L&P administration for the ReAssure business and will help accelerate Phoenix Group’s operational transformation. As part of this win, Wipro established Servaada, a wholly-owned subsidiary of Wipro that provides regulated outsourcing services to the BFSI sector in the U.K. Servaada is headed up by David Power as CEO, an industry veteran with plans to grow the business across the UK&I market and beyond across both open and closed books of business.

As part of the Phoenix Group deal, Wipro assumed management of the ALPHA core administration platform, which it will modernize through AI, automation, and cloud in collaboration with Phoenix Group, whose employees have TUPE transferred to Wipro. It will further establish additional technology and operations service hubs, both onshore and offshore, to target broader U.K. and Ireland opportunities. Servaada also paves the way for Wipro to enter the market for regulated outsourcing services in other geographies, including Europe, the Americas, and Australia.

Global business line realignment and consulting-led approach

At the start of FY26, Wipro announced the re-organization of its operations under four divisions:

  • Technology services: includes the erstwhile FullStride Cloud and Enterprise Futuring global business lines (GBLs), digital workplace services, and Designit
  • Consulting services (including Capco, which operates independently)
  • Business process services focusing on digital operations and business process transformation
  • Engineering and R&D services.

Wipro is also utilising its broader consulting ecosystem in support of opportunities, which includes, for example, Capco in BFSI, RIZING in SAP, and other key consulting subsidiaries, enabling greater industry-specific focus. In addition, the inclusion of Designit within technology services further reinforces Wipro’s consulting-led approach. We expect this to resonate with prospective clients seeking to improve UX, drive greater collaboration and co-innovation through a design-thinking-led approach, supporting the adoption of AI (including GenAI and agentic AI), use case development, and transformation roadmaps.  

Ramping investments in AI

Wipro continues to make significant investments in AI and recently launched Wipro Intelligence, providing enterprises with scalable AI platforms (e.g., end-to-end AI-powered industry platforms), industry capabilities (e.g., consulting-led AI-powered solutions and cross-industry solutions), and the Wipro innovation network (co-innovation platform for clients with a focus on five themes: agentic AI, robotics with embodied AI, quantum computing, digital ledger technology, and quantum-safe cyber resilience). It aims to bring Wipro’s clients, partners, academia, and tech communities onto a single platform to expedite innovation.

Other initiatives include the Live Workspace GenAI Foundry, which brings together AI and ML engineers to develop hybrid AI solutions, including private LLMs, prompt engineering, AI-factory operations, and responsible AI.

Another recent development is Wipro’s NeuraDesk, powered by agentic AI, which is accessible to multiple employee personas through an intuitive interface via IVA (chat), AI-led IVR, and email. It features a cognitive engine that encompasses conversational AI (dialogs, probing, inference), as well as GenAI. It has a reasoning-based agentic AI core and an AI action engine deductive system. It provides autonomous L1 and L1.5 support. To further support agentic AI, it has launched several custom-built Wipro AI agents. These include AI agents for various departments (HR, IT, Finance, and Security), as well as AI agents for dedicated roles (Manager, Recruiter, Support, and Sales). Also, AI agents for industries (Healthcare Copilot, Retail Copilot, Manufacturing Copilot, and BFSI Copilot).

Outlook

Wipro has a clear focus on a consulting-led approach enabled by AI, and can leverage its broader consulting ecosystem, including Designit, now part of technology services. It can also leverage its industry-specific consulting capabilities, including those of Capco, in financial services – although it still needs to drive the integration of the Capco business, which has also been impacted by softness in clients’ discretionary spending. However, we anticipate a slight uptick as clients increasingly seek consulting and advisory services to enable a phased and cautious approach to AI (including GenAI and agentic AI) and seek to drive ROI and adoption from existing AI tooling investments.

Wipro’s new GBLs provide greater accountability and clarity on performance, enabling a go-to-market with integrated multi-service offerings that span its portfolio and provide clients with a unified Wipro. Its AI investments and agentic AI use cases across technology services, including digital workplace, should provide a catalyst to enable further AI innovation across the entire enterprise. In addition, Wipro continues to skill employees for the ‘AI wave’ with LLM core training offered to ~225k employees, and an AI-based career development model.  

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