AI as an enabler, not a replacement: Skill readiness in the next phase of India’s BPM industry

“The BPM industry, today, is nowhere close to what it was 20-25 years ago. Every industry evolves, and the best ones embrace change. The shift towards artificial intelligence (AI) is not about replacing jobs but about reskilling and upskilling. Those who adapt will thrive,” said Diwakar Singhal, Global Business Leader at Genpact. Singhal was emphasising that technological evolution in BPM is not a threat but an opportunity at a recent webinar hosted by The Economic Times and Nasscom, featuring key industry leaders who shared their insights on the future of Business Process Management (BPM).