Genpact

Genpact, a professional services firm with approximately $4.0 billion in revenue (2021) and over 115,000 employees across more than 30 countries, was executing a strategic pivot from traditional business process outsourcing (BPO) toward digital-led services. The company reported its revenue through two segments: Data-Tech-AI services and Digital Operations services. In 2021, Data-Tech-AI services — the higher-growth, higher-value segment — represented a growing but still minority share of total revenue. The company's strategy, articulated as "digitally-enabled, domain-powered," required upgrading the skills of a workforce predominantly trained in process operations to one capable of delivering data analytics, AI/ML solutions, and intelligent automation. With the bulk of revenue still coming from traditional process services, the capability gap between current workforce skills and the company's strategic direction was the primary growth constraint.

Genpact developed Genome, a proprietary AI-powered learning and talent management platform, as the centerpiece of its workforce transformation:

• Genome platform deployment: Genome mapped the skills of all 115,000+ employees against current and projected skill demands, creating personalized learning pathways for each employee. The platform used machine learning to recommend relevant courses, identify skill adjacencies, and predict which employees were best positioned for reskilling into digital roles.
• Massive reskilling initiative: Genpact gave 70,000 employees new data skills since 2021, fundamentally shifting the capability profile of its workforce. The platform achieved over 50,000 monthly active learners.
• AI integration (Genome.ai): In 2023, Genpact enhanced the platform with "AI Guru," a generative AI chatbot powered by OpenAI's GPT-3.5 via Azure OpenAI Service, creating a digital learning assistant available around the clock for employees seeking skill development guidance.
• Learning volume: The platform facilitated 11 million learning hours in 2024, averaging 82 hours per employee — a substantial investment in capability building. Courses covered generative AI, storytelling, people management, and role-specific technical topics.
• Partnership ecosystem: Genpact partnered with Coursera, Udacity, and major technology vendors to offer learning content, supplementing proprietary Genome-developed materials.