Rightpoint (a Genpact company) is a global experience leader with over 700 employees across 12 offices who work with clients to drive growth by delivering experiences that transform how people, technology, and businesses interact. Rightpoint calls this Total Experience. The company’s diverse teams lead with empathy, data, and creativity—always in service of experience.
From whiteboard to roll-out, Rightpoint helps clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens. Pulse 2.0 interviewed Rightpoint’s Chief Marketing Officer and Global Alliances Lead, Neil Dowling, to learn more about the company.
Neil Dowling’s Background
Dowling grew up in the UK and studied economics at the University of Liverpool, where he had some focus on Marketing. Dowling said:
“After university and some traveling, I was hired by Fujitsu and went through a marketing program where we rotated through multiple roles, providing me with an experience of the whole marketing life cycle and a great foundation.”
“I have been fortunate to work for a number of leading global technology and professional services firms where I have helped drive real growth through marketing, such as Fujitsu, Cognizant and Genpact. I have always been in roles that require marketing to be transformative and have had the opportunity to build and run marketing functions, which is quite unique.”
“I’ve also been fortunate to have great mentors along the way and I am always curious in modeling great team dynamics and building a high-performance culture.”
“I am currently one year into my first global CMO role at Rightpoint where there is an incredibly exciting opportunity to transform both the marketing function and the entire business. I now sit at the intersection of marketing, experience, and technology, which feels like a great place to be in terms of my track record, expertise, and where things are headed.”
Core Services
What does Rightpoint do? Dowling explained:
“Rightpoint is a global leader in enterprise-wide digital experience services. We transform how people, technology, and businesses interact, creating experiences that drive growth and deliver demonstrable results. For example, this includes digital assets such as websites, commerce platforms, intranets, apps, and portals, amongst others.”
“We help our clients deliver outstanding experiences to meet the needs of all those who interact with them, and we believe each aspect of experience affects the others. For example, you can’t deliver a great customer experience without a great employee experience or excellent product design. Our deep understanding of customer, employee, and product experience gives us a unique insight and ability to deliver what we call Total Experience.”
Customer Success Stories
After asking Dowling about customer success stories, he highlighted:
“We have delivered lots of successful award-winning projects for our clients. A few recent examples include:
1.) Our collaboration with Outrigger Hospitality Group on their new website earned the 2023 Optimizely Best Content Experience Award. This accolade not only showcases our commitment to driving digital innovation but also embodies our philosophy of delivering Total Experiences.
2.) Employee experience is an area we feel is fundamental to the organization’s success. We were recently honored with the prestigious 2023 Microsoft US Partner of the Year Award for Modern Work: Employee Experience in recognition of our Total Experience approach. This marks the second consecutive year that Rightpoint has been acknowledged by Microsoft for its exceptional work and provides another proofpoint that we are the global leader in Intranets and digital workspaces. Read more about it here.
3.) Our Total Experience approach enabled Hub International, a leading Insurer, to deliver a seamless, cohesive, and memorable digital experience to its customers, resulting in a Judge’s Choice award at the 2023 Sitecore Experience Awards for the VIU, by HUB experience. See the work here.
4.) Rightpoint was asked to reimagine the user experience of the Cadillac brand. We started with the 2023 Cadillac LYRIQ, the first all-electric vehicle GM has ever created. By taking a design and research-fueled approach, our team created a touchscreen experience that not only improved but amplified the vehicle’s luxurious interior.”
Differentiation From The Competition
What differentiates Rightpoint from its competition? Dowling affirmed:
“I think it’s the diversity of the work we do. Rightpoint’s sheer breadth and diversity of CX, EX, and PX projects means we have a deep and authentic understanding of the impact that experience can have across an organization. Each of our solution areas and practices delivers world-class experience strategy, design, and technology by working in unison to support our vision of Total Experience. That perspective allows us to view clients’ experience projects in a different way that encompasses all types of experience investments and enables a more outcome-led ROI model.”
Future Goals
What are some of Rightpoint’s future goals? Dowling concluded:
“In the era of Gen AI, the world of marketing, experience, and Technology is going to be incredibly interesting and exciting. The challenge and opportunity for our clients will be to differentiate through experiences across all stakeholders and to drive growth through new revenue channels and brand loyalty. We will enable our clients to drive this growth by delivering transformational experiences that are honed by a deep understanding of data, technology, and process design.”
“We believe the winners in the next decade will be those that are able to drive Total Experience. We are planning to grow our business, and we are especially excited about the conversations we are having with many Fortune 500 clients on the commercial measurement of experience in what we call Return on Total Experience (ROTX).”
