Genpact Acquires Digital Customer Experience Consulting Firm TandemSeven
NEW YORK, September 7, 2017 – Genpact (NYSE: G), a global professional services firm focused on delivering digital transformation for clients, today announced that it has acquired TandemSeven, a Boston-headquartered company that delivers customer and digital experience innovation consulting using design thinking at its core. TandemSeven’s ability to design better customer experiences complements Genpact’s digital capability aimed at transforming business processes end-to-end. Terms of the deal are not disclosed.
As part ofits ongoing strategy to drive both digital-led innovation and transformationalong with digitally-enabled intelligent operations for its clients, Genpact isinvesting in leading technologies that are reimagining customer experiences andtransforming the way companies across many industries compete. The acquisitionof TandemSeven advances that strategy and extends Genpact’s ability to help itsclients provide a seamless experience from the front office all the way to theback office. TandemSeven will boost Genpact’s design thinking capabilities thathave already transformed operations and end-to-end customer journeys for anumber of its clients. Examples include the development of a data-led digitalproduct to dramatically revamp the supply chain of a CPG company and thecreation of a next-generation customer payment experience for a financialservices company.
“We areexcited to see Genpact make this strategic acquisition to add experienceddesign thinking capability into the company,” said Barbra McGann, EVP,Business Operations, HfS Research. “It can help Genpact and itsclients design and operate as “OneOffice” – an integrated back, middle, andfront office that creates a relevant and meaningful experience forstakeholders.”
Superiorcustomer experience is a key driver to generate growth for large enterprises.However in many cases, interactions between siloed front and back officeshampers the ability of enterprises to provide the optimal customer experience.
The solutionis to design intelligent automation, enabled by a variety of new digitaltechnologies including artificial intelligence (AI) to enhance the humanexperience. That’s where TandemSeven’s team of consultants, technologists, anddesigners, as well as its UX360 customer analytics technology, will complementGenpact's global business domain experts and digital and analytics experts inapplying Lean Digital and its GenpactCora AI-powered platform to help clients re imagine their customer experiences.
“TandemSevenhas been a leader in customer experience innovation by bringing together thedisciplines of research, design thinking,journey mapping, and userexperience engineering for both B2B and B2C clients,” said FrankTorbey, CEO, TandemSeven. “We are really excited to integrate theseworld-class capabilities with Genpact’s industry domain, process expertise, anddigital solutions.”
“Thisstrategic move further places human-centered design at the core of thereimagination of customer and employee experiences.This is a crucialdevelopment, at a time when AI and other digital technologies are increasinglybeing leveraged in large enterprise processes,” said Gianni Giacomelli,senior vice president and business leader, Digital Solutions, Genpact. “Combinedwith our existing capabilities and those recently added through our digitalacquisitions, TandemSeven’s team will help digital transformation truly happenfor our clients.”
Founded in2001 and headquartered in Boston, TandemSeven’s team of experts expandsGenpact’s U.S. operations, including its Boston area AI and digital innovationhub built on its recent acquisitions of Rage Frameworks and OnSource. More information about TandemSeven is availableat https://www.tandemseven.com/.