Report

HFS names Genpact a market leader in customer experience services

Genpact is leading the enterprise customer experience revolution

As businesses shift from product-centric approaches to prioritizing immersive customer experiences (CX), exceptional CX is now pivotal for propelling growth and securing a competitive advantage. Meanwhile, advanced digital technologies, such as artificial intelligence (AI), are enhancing and streamlining customer interactions.

In its inaugural 2024 Horizons report for customer experience service providers, HFS recognizes Genpact as a Horizon 3 Market Leader. Our relentless dedication to holistic design and precise measurement strategies remains our defining edge in the industry.

Here's where Genpact shines the brightest:

Value proposition: Our Rightpoint Total Experience approach seamlessly binds customer, employee, and product experiences, allowing enterprises to connect the dots across their organization
Key differentiators: Using data-driven insights, we go beyond traditional metrics to measure organizations' investments. Our Return on Total Experience (ROTX) provides organizations with a comprehensive road map to gauge outcomes and ROI, empowering data-driven decisions for enhanced experiences
Technology innovation: Genpact's solutions harness the power of advanced analytics and AI, empowering you to proactively anticipate and address customer issues and drive business growth. Our plug-and-play modular platform, Cora ContactUs.ai, helps you reimagine employee and customer engagement
Client and partner references: We deeply value our role as trusted advisors to our clients, and our partners recognize and appreciate our flexibility and expertise in collaborating with them to deliver substantial value to our clients

The research looks at 22 service providers in all.

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Customer care

For more than 20 years, we have digitally transformed the way customer needs are served for global corporations. Harnessing the power of advanced digital technologies such as generative AI, we automate, augment, and accelerate work and elevate the customer experience.

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