We are developing a complete ‘Gigafactory as a Service’ offering, which is tailored to each client’s needs: Shweta Gupta, Genpact

In an exclusive conversation with Express Computer, Shweta Gupta, VP, Enterprise Architect at Genpact, delves into how the company is pioneering digital transformation across industries. She shares insights into Genpact’s agentic AI strategy, talent development initiatives, Salesforce partnership, and upcoming technology priorities for 2025. She also highlights the company’s internal platforms like Scout and Genome, underscoring a business use case-driven approach to innovation and automation.

You have been a pioneer in leveraging digital transformation across industries. From a Global Capability Centre (GCC) perspective, how is your enterprise architecture strategy evolving to drive innovation and agility at scale?
Yes, as you rightly said, technology is moving very fast, and so are we at Genpact. We are on that agentic journey and are experimenting with lots of use cases internally. We are also investing heavily in skill building for our employees, so they understand and speak the same language as our clients. This ensures technology is embedded into the flow of their work. It’s not just about having a tool, it’s about the impact that tool enables.

We have always been domain-focused , we’re very niche in our domain expertise and with advanced technology interventions, we aim to be game changers for our clients. We’re creating many solutions for clients. One example is our end-to-end invoice processing automation. We also have a complete ‘Gigafactory as a Service’ offering being developed, which is tailored to each client’s needs. That Gigafactory helps clients think through the right solution, aligning with the agentic journey they need to embark upon.

Because, as we all know, one solution doesn’t fit all. The key is crafting domain-plus-tech-enabled solutions, and that’s exactly what we’re focusing on.
With the rise of AI, automation, and cloud-native platforms, how are you adapting to escalate value delivery for global clients? Can you share any success stories, especially in terms of partnerships?
Genpact is deeply involved in this journey. We’re our own “Client Zero”—whatever we develop for clients, we first build and test for ourselves. We have our internal platform called Scout, which you might have heard of—it’s essentially an army of agents. We have many functional agents that are actively running and available.

Now, we are enhancing this journey by making it more autonomous and enabling a multi-orchestration layer. That means one function agent should be able to talk to another. There’s also the concept of having the human in the loop—we’re not aiming for complete autonomy from day one. It will vary case by case. Some solutions may need human confirmation; others might take autonomous decisions.

Everything we do in terms of technology is business use case-driven. It’s not about experimenting randomly. The key is to pick the right use cases that deliver tangible business outcomes.

As we talk about humans and productivity, one core focus area for GCCs and enterprise organisations is talent transformation. How are you nurturing your enterprise architects and digital leaders within your capabilities to stay ahead in this rapidly evolving tech landscape?

Skill learning is absolutely crucial for us at Genpact. We have our own internal platform called Genome and we also partner with external platforms like UDEMY, LinkedIn, etc., for upskilling. We offer a wide range of AI training programmes. This training is not limited to AI builders—it’s also mandatory for AI users, because you can only use technology effectively when you understand its impact and potential.

Alongside internal skilling, we also collaborate with our partners to further accelerate digital talent development. It’s this combination of skilling at speed internally and leveraging external partnerships—that is helping us stay ahead.

How is your partnership with Salesforce adding value to your organisation?
Salesforce has been a key partner for us for over a decade now. About two years ago, we signed a major contract with them to enable multiple product deployments. We’re using Sales Cloud, MuleSoft, their marketing products, Tableau—you name it. It’s a comprehensive partnership.

Salesforce is also a crucial part of our Genpact 3+1 strategy. The idea is that we don’t have to build everything ourselves. If there’s already a solid solution available in the market, we adopt it. We focus our internal efforts only on building what’s niche and unique to us—our digital differentiators.

So yes, it’s a mix of using ready-to-deploy platforms and selectively investing in bespoke builds. Salesforce has significantly helped us across our SaaS and PaaS capabilities.
Lastly, any future focus areas or tech priorities you foresee? While we understand the technology landscape evolves quickly and it’s hard to predict long-term, are there key priorities lined up for 2025?
Digital transformation will continue to be a core priority, not just for our clients but internally as well. One of our biggest ongoing initiatives is our ERP transformation project. This is a major internal effort and will be rolled out next year.

Alongside that, agentic AI remains a big focus. It’s evolving rapidly, and we’re constantly adapting to that speed.

Apart from exploring agentic AI and partnerships, are there any other recent or key technology implementations at Genpact as part of the digital transformation journey?
Yes, quite a few! As I mentioned earlier, Scout is one of our key internal platforms—our own suite of agents that we use within Genpact.

We’re also undergoing significant transformations in our finance operations and our sales and marketing departments. Again, we’re leveraging Salesforce as part of those efforts. So, there’s a lot we’re doing internally for Genpact and, of course, there’s even more that we’re delivering for our clients. These are just a few examples.