TLDR: WNS CEO Keshav Murugesh highlights the immense potential of developing Large Language Models (LLMs) in regional Indian languages to stimulate job creation and foster new business models. He emphasizes that while generative AI (GenAI) may disrupt existing revenue streams, it simultaneously unlocks significant opportunities. Murugesh also details WNS’s proactive strategies, including extensive upskilling programs for employees and leadership, to navigate and thrive in an AI-driven operational landscape, alongside the impending Capgemini acquisition.
Keshav Murugesh, the Chief Executive Officer of WNS, has articulated a clear vision for India’s economic future, asserting that the development of Large Language Models (LLMs) in regional languages will be a pivotal force in driving job creation and establishing novel business models tailored for the domestic market. This perspective comes as WNS prepares for its acquisition by Capgemini, a deal expected to finalize by the end of October, following overwhelming shareholder and antitrust approvals, with final clearance from Jersey courts anticipated mid-October.
Murugesh noted the positive reception from clients regarding the Capgemini-WNS merger, attributing it to the combined strengths of WNS’s operational and digital excellence with Capgemini’s robust technology and consulting capabilities. He specifically pointed out the transformative impact of generative AI (GenAI) and agentic AI in reshaping the industry landscape.
Discussing WNS’s growth strategy, Murugesh explained the company’s success in achieving double-digit growth over the past four to five years, even while increasing its headcount. This growth model, he stated, is rooted in strategic investments in human capital, technology, and intellectual property (IP). The focus is on enhancing productivity through technology-led solutions and platforms, rather than merely expanding offshore headcount. While this approach might lead to short-term revenue cannibalization, it is designed to build long-term client trust and ensure sustainable growth.
In preparation for the era of intelligent operations, WNS is prioritizing continuous upskilling and reskilling of its workforce to meet evolving technological demands. The company foresees a growing need for data scientists and engineers, complementing its traditional emphasis on deep domain expertise. To secure a robust talent pipeline, WNS actively collaborates with universities and partners across its markets.
Leadership development is also a key focus, with 200-250 top leaders regularly participating in structured programs at prestigious institutions like the IIMs and Harvard Business School. Targeted initiatives, such as a women’s leadership program with IIM, are also in place to nurture future senior managers. Murugesh underscored that effective leaders must not only manage talent but also proficiently handle profit and loss (P&L) responsibilities, encompassing sales, operational efficiency, expense control, and profitability. He stressed that while training is provided, individual ‘hunger’ to remain competitive and relevant is equally crucial.
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Regarding India’s role in the AI-led future, Murugesh highlighted the significant opportunities presented by the strong growth in global capability centers (GCCs). He acknowledged that while GenAI might disrupt certain revenue streams, it simultaneously opens up ‘large new possibilities.’ The most substantial challenge and opportunity for India, according to Murugesh, lies in ‘building scalable large language models (LLMs) in regional languages, which can drive job creation and new business models relevant to the domestic market.’ He concluded by reiterating the critical importance of continuous upskilling and reskilling to ensure the Indian workforce is well-prepared for this evolving future.
