Key Findings & Highlights:

Genpact is a professional services firm providing consulting, business process, and IT services. It was established as a wholly-owned subsidiary of General Electric in 1997, which was spun-off in 2005 as an independent entity to start servicing other global clients in addition to GE. It went public in August 2007.

It has ~93k employees in 70 delivery centers in 17 countries, and offices in 26 countries, supporting ~800 clients in ~30 languages. Its target client base is in the manufacturing, high-tech, insurance, banking, consumer goods, retail, life sciences, and healthcare sectors.

It has used multiple acquisitions to build its experience consulting and design services and to develop an end-to-end experience-led transformation capability.

In October 2015, Genpact acquired Endeavour Software Technologies, a mobile developer. While not dedicated to delivering experience design and development services, Endeavour  provided Genpact a foundation of experience capabilities, located in Bangalore, India.

Acquired in September 2017, TandemSeven was a customer-centered digital consulting firm founded in 2001 and based in Boston with offices in New York and Chicago. The company brings capabilities in UX-UI consulting as well as broader user-centered digital transformation. Services span customer-centered digital strategy, experience design, and experience engineering for B2B and B2C clients.

TandemSeven developed a proprietary customer journey mapping visualization and insights platform called UX360, which evolved into Cora Journey360. Today, the capabilities inherent in Cora Journey360 are delivered through the firm's end-to-end experience-led transformation consulting services. TandemSeven has been fully integrated into Genpact and will now combine with Rightpoint as a Genpact company.

In October 2019, Genpact acquired Rightpoint, a CX consultancy headquartered in Chicago. Rightpoint was founded in 2007 and received investment from Stella Point Capital in 2015. The company has five core solution areas: customer experience and engagement, commerce, digital products, digital workplace, and digital operations.

The Rightpoint acquisition builds on Genpact's investments to date in end-to-end experience consulting capabilities. Going forward, all experience capabilities will fall under the branding of Rightpoint, a Genpact company. Both legacy Rightpoint and Genpact clients have access to end-to-end experience-led transformation services.

Genpact reported CY 2019 revenues of ~$3.5bn, and ~15.4% (~$546m) of these revenues are associated with IT services.

Once Rightpoint is completely integrated, NelsonHall estimates that full-year 2020 revenues associated with digital experience consulting services to be ~$168m (~5% of total firm revenues, ~31% of IT services revenues).

Rightpoint, now inclusive of legacy Genpact experience, segments its experience consulting offerings based on the targeted user community.

These groups are:

• Customer experience: Across both B2B and B2C, these offerings focus defining and delivering on experience strategies that strengthen customers’ affinity for brands and companies. Specific offerings include digital brand activation and engagement, sales enablement, commerce, digital product and services, and customer service
• Supplier experience: Enables synchronization across the value chain of suppliers, partners, and vendors. Specific offerings include supplier experience, operations service design and IoT
• Employee experience: Enables employee engagement to drive employee retention, improve efficiency, and reduce delivery cost. Specific offerings include organizational vision, digital workspace, connected employee, employee applications, and transformation management.

Genpact had a total headcount of ~93k as of June 2019. The organization that supports the Rightpoint brand digital experience consulting services is estimated by NelsonHall to have ~700 employees. Rightpoint is estimated to have brought ~450 employees with it as part of the acquisition.

The acquisition of Rightpoint in 2019, following the acquisition of TandemSeven by Genpact in 2017, has enabled the company to rapidly build its design-centric consulting capabilities. Maintaining the Rightpoint brand and allowing it to take the market-facing lead enables the company to build on its heritage. Paired with the Genpact brand this reflects the full end to end capability for digital transformation through an experience lens.

Integrating the Rightpoint (and TandemSeven before it) design capabilities into the broader Genpact delivery capabilities positions it well to expand relationships with existing Rightpoint clients into new service areas. The linkage between the growing area of experience consulting focused on end to end service design is a natural extension of Genpact's core business process services.

Likewise, placing a significant focus on the alignment of experience and technology and delivering deep technical capabilities is important in demonstrating broader value to design clients, accustomed to working with agencies that possess limited technical capabilities able to address the underlying and associated technology modernization work required to support experience transformation.

The greatest challenge the firm faces is that the integration process is still in progress, so these cross-organizational synergies aren't yet matured. Even after integration, the experience-skilled headcount is skewed toward the U.S. due to its inorganic growth. While this positions the company well to support North America based clients, continuing to invest in its global delivery footprint to support engagements in other geographies will be important to grow its practice.

Cora Journey360 provides value here as the team expands in headcount and location. A common platform and methodology provide a common framework for the delivery of services regardless of location and a foundation on which to integrate the combined Genpact and Rightpoint digital experience consulting capabilities.