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Genpact acquires digital consultancy firm Rightpoint to improve customer experience

Genpact acquires digital consultancy firm Rightpoint to improve customer experience
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New York-headquartered information technology and professional services enterprise Genpact has acquired Chicago-based digital consultancy firm Rightpoint.

The acquisition aims to combine the process, domain and digital operations of Genpact with Rightpoint’s proficiency in improving customer and employee experience, said an official statement issued by Genpact.

The deal is designed to bring customer experience and innovation together to help clients drive end-to-end digital transformation.

As part of the deal, Rightpoint’s co-founder Ross Freedman will continue as chief executive officer of the company. 

“To thrive in the experience economy, organisations must successfully redesign and transform all aspects of their business — from the front office to the back office. Joining Genpact allows us to realise our vision of helping clients succeed at the speed of innovation,” said Freedman. 

The value of the deal remains undisclosed at the time of publishing this report. 

“To compete in a digital-first world, drive better outcomes and unlock new business models, businesses must be able to drive transformation throughout an organisation — from customer experience through to operational processes… I am very excited to have Ross and the very talented Rightpoint team join Genpact as we together help transform our clients’ businesses in this experience economy,” said NV Tyagarajan, president and chief executive officer, Genpact.

In 2017, Genpact had acquired consultancy firm TandemSeven to bolster its expertise in customer and user experience. The investment has helped Genpact drive large-scale, end-to-end digital transformation for its clients, thereby serving as an avenue for value addition, the statement said. 

Rightpoint was founded in 2007 and has more than 250 Fortune 1000 companies. The startup has five core solutions — customer experience and engagement, commerce, digital products, digital workplace and digital operations. 

New York Stock Exchange-listed Genpact leverages data and analytics to solve problems of enterprises operating in over 30 countries including the US and India. It also facilitates end-to-end operations with Genpact Cora, its artificial intelligence (AI)-based offering. 

Last year, Genpact augmented the capabilities of Cora by adding features such as natural language understanding, Big Data, machine learning (ML) and robotic process automation. The company had said at the time that it made these enhancements in order to improve customer experience.

As part of its global learning initiative, it also partnered with classroom and online professional training company Simplilearn

Genpact has acquired fintech startup Atyati Technologies and American IT services firm High Performance Partners to expand its service offerings. 

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