Case Study: Waters Corporation achieves stronger customer relationships with Genpact

How Waters Corporation built its brand with experience-led transformation

Waters Corporation, a global provider of analytical solutions, software, and services for scientists, needed a more consistent, company-wide way to deliver exceptional customer experiences and share customer insights across the business. To support its experience-led transformation, Waters worked with Genpact and used Cora Journey360 alongside qualitative and quantitative user research to improve persona development and customer understanding.

Genpact helped Waters collect and standardize customer data, create more than 25 actionable personas, and build detailed customer journey maps to identify pain points and align stakeholders. As a result, Waters gained a common view of the customer across teams, improved product and service design, strengthened customer relationships, and differentiated its brand in a competitive market.

Waters Corporation

Nancy Anderson-Semple

CX/UX consultant