BENGALURU: Business process management companies Genpact and EXL Services are seeing growth quicken for digital services, as clients increase investment in data analytics to improve customer mining. Among the top five BPM companies, US-listed Genpact grew more than 20% in the June quarter on big deals with large-format retailer Walmart, while EXL Services grew 15.9%, both typically faster than IT services companies. WNS, the other big BPM player, has shown high single-digit growth. Digital technology-led delivery is boosting growth for large BPM firms as more business applications are digitised and processes automated across businesses, said Sanchit Vir Gogia, chief executive officer, Greyhound Research. “The confluence of Internet of Things, analytics and artificial intelligence is transforming their business models. And, investments in these areas are now paying off,” he said. Gogia, however, pointed out that mid-tosmall size BPM firms continued to face hurdles. “Customer demand for analytics has been a key driver (particularly within translation services), led by engineering, bundled with domainspecific AI and machine-learning capabilities,” said Marc Hardwick, an analyst with TechMarketView, a UK-based research firm. Specifically referring to Genpact, Hardwick said it was “reinventing” itself to become a transformation partner for clients. Genpact’s transformation services are now embedded in… Read full this story
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