Market View
Navigating AI transformation at scale: how global service providers are reimagining value creation
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Vinti Mathur
Director of Transformation Services in Banking, Financial Services & Capital Markets at Genpact
About Vinti Mathur
Vinti serves as Director of Transformation Services at Genpact in their Banking and Financial Services vertical, where she leads Europe-based management consultancy projects focusing on digital transformation. With over 12 years at Genpact, she specialises in retail and corporate banking transformation, while recently expanding into capital markets and investment banking initiatives. Her expertise spans operating model design, customer experience enhancement, and cost optimisation strategies, particularly in recommending and implementing digital solutions across global operations.
How is AI reshaping relationships between global service providers and their enterprise clients?
From my perspective, AI is fundamentally transforming how we deliver value, moving well beyond basic operational excellence. It is now enabling enhanced service delivery through automation of routine tasks, delivering faster and more cost-effective solutions. What's particularly exciting is how AI enables us to provide predictive and prescriptive analytics, helping us prevent issues before they escalate.
One of the most significant shifts I've observed is in personalisation. We can now leverage specific data to address unique requirements and goals more effectively. AI can be integrated within existing operations rather than requiring an entirely new tech stack, depending on the situation. This resonates strongly with companies embarking on this journey, as it shows AI’s ability to enhance current processes without major disruption.
From a risk management perspective, AI has become a crucial differentiator. It can now identify risk indicators much more quickly, and the approach is increasingly data-driven rather than relying on tribal knowledge. This real-time risk monitoring capability has become a significant value proposition for the companies, particularly in areas like fraud detection in banking and predictive maintenance in manufacturing sectors.
I have found that a successful approach typically involves a 70-30 or 60-40 split between standardisation and localised approaches. This allows us to maintain consistency while accommodating regional nuances.
What are the key considerations when scaling AI capabilities across different jurisdictions?
The most crucial aspect is establishing a global AI strategy with clear objectives while maintaining flexibility for local adaptation. In my experience implementing standards across global markets, cultural sensitivity is paramount. This encompasses various elements – from communication styles to work ethics and decision-making processes unique to each jurisdiction.
I have found that a successful approach typically involves a 70-30 or 60-40 split between standardisation and localised approaches. This allows you to maintain consistency while accommodating regional nuances. Additionally, regulatory and compliance requirements vary significantly by jurisdiction. For instance, hosting an AI solution in China involves entirely different costs and regulations compared to other regions.
Change management is another critical factor. Each region may react differently to changes, often fearing loss of autonomy or job disruptions. Through my experience, I have learned to involve local teams early in the decision-making process, proactively address concerns, and clearly communicate how standardisation supports their local success. Creating an AI centre of excellence has proven effective, where domain experts and AI specialists work together in pods to empower local teams and implement market-tailored solutions.
How do you measure the value creation from AI implementations?
We should take a holistic approach, considering tangible, intangible, and strategic benefits. The first step is always establishing clear objectives and metrics, linking AI initiatives directly to specific business outcomes such as cost reduction, revenue growth, operational efficiency, or customer satisfaction. I always emphasise on establishing SMART metrics and capture baseline measurements for both tangible benefits like cost savings and intangible benefits such as customer experience and brand value.
Benchmarking plays a crucial role in the measurement approach. Comparing performance both against competitors implementing similar solutions and across different regions within the same organisation. This internal and external benchmarking helps demonstrate the needle movement to executive teams, which is essential when organisations are investing significantly in these transformational projects.
A crucial aspect of AI implementations is that they require patience to realise their full potential. These models typically need six months to a year to become intelligent enough to deliver the right return on investment. When evaluating success, I believe we must consider not only immediate results but also scalability potential and long-term value creation opportunities.
Technology, particularly AI, must become the backbone of every service delivery model. We must continue working towards seamless integration of AI and other automation levers through unified platforms.
Looking ahead, I can see increasing demand for augmented teams, where service providers enhance client teams by embedding AI tools that streamline workflows and decision-making processes.
How do you see the relationship between technology service delivery and value creation evolving?
Technology, particularly AI, must become the backbone of every service delivery model. We must continue working towards the seamless integration of AI and other automation levers through unified platforms, creating cohesive systems that eliminate silos and enhance operational efficiency. This is particularly relevant in banking, where we often encounter extremely complicated systems operating in parallel.
Looking ahead, I am seeing increasing demand for augmented teams, where service providers enhance client teams by embedding AI tools that streamline workflows and decision-making processes. While organisations understand that initial benefits might not be transformative, they're eager to begin their AI journey to avoid falling behind in this technological evolution.
A key trend to be observed is the shift towards more collaborative models and unified platforms. For example, in banking servicing processes, AI-assisted solutions are showing tremendous potential for scalability. The potential for efficiency gains through AI implementation is substantial. In finance and accounting operations alone, there is the possibility of reducing human effort by at least 40% with current technology – and this might be a conservative estimate. I am also seeing significant impact in AI-assisted solutions that support agents in accessing repositories and navigating process flows, particularly in banking setups.
This scalability, combined with the rapid advancement of AI capabilities, suggests that the potential for value creation is only beginning to be realised. As these technologies mature and become more sophisticated, I expect to see even greater opportunities for innovation and efficiency gains across our service delivery models.
About Genpact
Genpact is a global professional services firm that delivers digital transformation and technology-led business process management solutions. With a strong presence in banking and financial services, the company leverages AI, analytics, and digital technologies to help clients reimagine their operations. Operating across multiple jurisdictions, Genpact combines deep domain expertise with innovative technology solutions to drive operational excellence and create sustainable value for their enterprise clients.
About Enate
Enate is the leading SaaS solution for business services. Enate orchestrates work from start to finish, giving clients the visibility and control needed to deliver better services. From email management and data analysis to intelligent document processing, Enate also offers a host of touch-button AI features designed to slash the time spent on manual work. Trusted by global service teams, Enate ensures smooth, consistent operations that help clients perform at their best.