How Genpact wrote the playbook for the reinvention of BPOs

BENGALURU : In January, Genpact Ltd, the business process outsourcing (BPO) company listed on the New York Stock Exchange (NYSE), bought Milpitas, California-based data analytics firm Enquero Inc. in the 14th acquisition since N.V. ‘Tiger’ Tyagarajan became its chief executive officer (CEO) about 10 years ago.

The decade has seen Genpact, a pioneer of India’s $38-billion BPO industry, execute its transition into a digital transformation specialist.

“I don’t think we have used the word BPO for 15 years,” Tyagarajan, 58, said in a virtual interview. “There are many conversations I go back to between 2005 and 2010 when people would talk to us as a BPO company, and I would respond saying that’s a very narrow definition…”