Genpact

My guest today is Deborah Dull, magnetic partner at Trillium Digital Services and one of the leading voices in circular supply chains.

Deborah's career spans Microsoft, the Gates Foundation, where she worked on health supply chains in Ethiopia and Nigeria, GE, 0100, and Genpact.

She is the founder of the Circular Supply Chain Network, host at Supply Chain Now, and author of several books on circular supply chains.

She is also featured in an upcoming supply chain documentary.

Companies are investing heavily in AI to improve forecasting, planning, routing, execution, and so much more.

But what if our biggest obstacle to AI adoption isn't the AI itself? According to research from Genpact and HFS Research, logistics and supply chain organizations carry some of the heaviest, highest levels of what they call enterprise debt.

That's the accumulation of outdated systems, disconnected processes, and fragmented data that limits an organization's ability to adopt new technologies.

Today, I'm joined by Montesh Singh Randhawa, Senior Vice President of Supply Chain at Genpak, to discuss why fixing these foundational issues in this enterprise debt may be the key to unlocking AI's full potential.

Companies are investing heavily in AI to improve forecasting, planning, routing, execution, and so much more.

But what if our biggest obstacle to AI adoption isn't the AI itself? According to research from Genpact and HFS Research, logistics and supply chain organizations carry some of the heaviest, highest levels of what they call enterprise debt.

That's the accumulation of outdated systems, disconnected processes, and fragmented data that limits an organization's ability to adopt new technologies.

Today, I'm joined by Montesh Singh Randhawa, Senior Vice President of Supply Chain at Genpak, to discuss why fixing these foundational issues in this enterprise debt may be the key to unlocking AI's full potential.

My guest today sits right at the center of that shift.

Charisma Glassman is partner and vice president at Genpact, where she leads senior advisory work across retail, consumer, and e-commerce, helping some of the world's most recognizable consumer luxury brands navigate AI strategy, transformation, and operating model change.

She has spent nearly two decades across retail, consumer goods, and luxury, and what I find particularly interesting about her work is that she operates at the point where so many AI success stories usually stop.

Charisma is also a Forbes contributor, TEDx speaker on AI and the future of retail, and has been recognized among the outstanding 50 Asian Americans in business and the top 25 AI

Where is the measurable return? Today, we're breaking down how to measure AIRY, why replacing employees may be the wrong measure of success, and why it really takes to lead a successful transformation.

Today, joining me is Charisma Glassman, Vice President and Partner and Global Head of Retail, Consumer and E-commerce Applied Advisory at Genpact, a seasoned global technology executive who has held senior leadership roles at Barclay, and kept Gemini and helped develop more than 100 million euros in financial impact through major transformation initiatives and now advises senior executives on turning technology investments into meaningful business outcomes.

Your title alone has me out of breath.

Welcome, Charisma.

And so it was transitioning thousands of roles out of our organization and to our BPO provider and facilitating some of the, because this BPO provider committed to certain savings, but they can't do it by themselves.

They need to operate, sort of partner with, and we use Genpact, right? So Genpact has to partner with us on actually making this stuff happen, like making the process changes, the technology implementations happen that are going to make life easier, make these processes more efficient and help them deliver on the cost savings that they've committed to.

So the TMO was stood up to execute that contract.

And what we found, we were very new to working with a BPO at this scale in finance.

And I think we were new to finance transformation beyond perhaps ERP cycling.

Our hope and dream was that we were going to sign up with Genpact and Genpact was going to transform us.

and like all the jazz hands.

And like that, if you've ever been on this journey, like that's not real.

In 2016, he pulled accounting and invoicing out of every store and erased 7,000 back office jobs.

In 2018, Walmart handed its finance and accounting operations to Genpact, a firm with most of its workforce in India.

Now he's using the same playbook to cut jobs at Kroger.

In his first earnings call in March, Kroger announced that the Indian Global Capability Center CFO David Kennerly told investors it would streamline decision-making, improve productivity, and increase the speed at which we execute.

He had previously lodged a petition before the Supreme Court on the matter and, acting on the Court's guidance, forwarded the representation by email to both the Chief Election Commissioner and the Technical Committee, with a postal copy to follow.

Genpact's Hyderabad office is under internal review following employee allegations of long hours, health neglect and gender bias.

Staff at Genpact's Hyderabad office have raised allegations of overlong working hours, gender-based unequal treatment and mishandling of health emergencies, complaints directed at a manager named Xavier Francis at the company's Hafizpet facility.

The allegations were brought into public view through a series of LinkedIn posts by employee Rohit Katana, including a recording of an employee relations meeting that drew wider online attention.

Current and former staff have also voiced complaints about working conditions there, according to accounts received through indirect channels.

Employees also complained that responses from the company's employee relations team fell short of what they needed.

Online reactions were divided, with some users taking issue with the workplace environment described and others viewing Katana's decision to go public as a positive step.

Genpact, in a statement to a news outlet, said the health, safety and dignity of its workforce are core priorities.