Eps.60 | AI Transformation: From FTEs to AI agents - Genpact's Kumar Lalit on service providers becoming business custodians

A must-listen for: Operations leaders, technology decision-makers, and service delivery professionals looking to understand how AI is reshaping client-vendor relationships.

In this episode, Tim Bond speaks with Kumar Lalit, Applied Advisory Consulting Partner at Genpact, about how generative AI is reconfiguring the service provider landscape. Kumar explains how service providers are evolving from managing processes in low cost economies to becoming custodians of clients' entire "run business" operations, orchestrating both human and AI workforces.

Join the conversation as Kumar discusses:

• The shift from FTE-based billing models to value-based commercial frameworks

• How AI enables service providers to extend their scope and increase value to clients

• The emergence of agentic AI and its potential to handle complex, judgmental work

• Why service providers need talent with cross-functional industry knowledge

• How data remains crucial but AI is making unstructured data more accessible

Timestamps

01:21 Kumar's background and experience

02:28 Evolution of the service provider landscape with AI

05:01 Shift to outcome-based commercial models

07:13 Service providers as custodians of both human and AI workforces

11:42 Changing client perception of service delivery

14:47 Using AI to identify leakages in business processes

17:05 Sponsor message: Enate, the leading SaaS solution for business services

17:55 Identifying where AI adds the most value

21:03 Data's role in AI implementation

24:29 Genpact's pivot to tech services with data gigafactory

26:16 How AI is helping with unstructured data challenges

29:00 Future skills needed in the service provider industry

Want to learn more? Visit Genpact's website: http://www.genpact.com/

Connect with Kumar Lalit on LinkedIn: https://www.linkedin.com/in/kumarlalit01/

Connect with Tim Bond: https://www.linkedin.com/in/tngbond/

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