Artificial intelligence-based platform’s enhancements connect front-end experiences to back-end operations
Genpact (NYSE: G), a global professional services firm focused on delivering digital transformation, today announced new customer experience enhancements to Genpact Cora, its modular, artificial intelligence (AI)-based platform that helps enterprises accelerate digital transformation at scale.
The new features visualize and streamline workflows from the customer’s point-of-view to enable journey-driven transformation that connects the front, middle, and back-offices. The platform also is integrating patented Cora Journey360 software from TandemSeven, which Genpact acquired in September 2017.
“As customer journeys become the defining road map for process automation, understand this: Customers do not care about arbitrary distinctions – they only care about outcomes,” wrote Rob Koplowitz, vice president and principal analyst at Forrester, in a recent report.* “The strategy of focusing on front-office applications only addresses the tip of the iceberg; true automation means back-end operational experience in support of front-end user experience.”
With these new capabilities, Genpact Cora provides a single view of customer journeys and personas, data-driven dashboards to track and monitor journey effectiveness, and connectivity to underlying operations. Genpact also is incorporating TandemSeven’s expertise in customer and user experience, design thinking, and agile methodologies.
“Superior customer experience defines success in the digital world,” said Sanjay Srivastava, chief digital officer, Genpact. “Our continued investments in Genpact Cora – combined with our deep process and domain expertise from running thousands of operations for Fortune 500 companies – give our clients a competitive edge. We speed their transformation, and drive seamless customer experiences to grow their business.”