Market View
How global service providers are reimagining value creation
We asked senior leaders at Genpact, EXL, BIP and a global financial services firm how AI is changing the way they serve their clients. Here are their answers, side by side, in their own words.
Four leaders.
Six themes, one conversation.
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The conversation
Choose a theme to see how each leader approaches it.
Where to startWhere do you begin?
AI can be integrated within existing operations rather than requiring an entirely new tech stack, depending on the situation. This resonates strongly with companies embarking on this journey, as it shows AI’s ability to enhance current processes without major disruption.
Vinti Mathur
Genpact
We implement solutions in an agile manner, starting with small projects to demonstrate value in specific business lines before expanding across the organisation.
Geoffrey Doran
EXL
This strategic approach doesn't preclude us from capitalising on immediate opportunities. We're implementing tactical solutions where they make sense while simultaneously investing in longer-term, scalable solutions.
Paolo Roberti
BIP (Business Integration Partners)
Through the pilot programmes, you’re able to gather valuable feedback from users and make necessary adjustments before implementing solutions at scale, which is particularly important when you have a presence in various jurisdictions and a diverse range of services.
Jessica Samadi
Global financial services firm, Cayman Islands
The leaders
Director of Transformation Services, Banking, Financial Services & Capital Markets
Genpact
“AI can be integrated within existing operations rather than requiring an entirely new tech stack, depending on the situation.”
Read the full interviewVP Digital - Head of CX Transformation UK, EU & AUS
EXL
“We project that within five years, 70% of traditional contact centre roles will be transformed, particularly in handling high-volume, low-complexity tasks.”
Read the full interviewSenior Equity Partner
BIP (Business Integration Partners)
“The future lies in agentive AI – systems that can take actions independently.”
Read the full interviewDirector of Operations
Global financial services firm, Cayman Islands
“If service providers really get it right when it comes to what tasks they can automate that are just routine, repetitive tasks, that's really going to be where they can bring the most value to their customers.”
Read the full interviewTechPros.io interviews senior leaders about the changes they are leading and publishes what they say in market view reports. Interviews are relaxed 30-minute conversations on Zoom, and you review your one-pager before anything is published.
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