Part 9/13:
A critical challenge discussed was maintaining strategic alignment between GCC efforts and enterprise goals. Sujit suggested that GCCs should co-invent and own KPIs that are directly linked to business outcomes such as revenue, customer experience, and market expansion. Tilak recommended that GCCs embed themselves into core business processes, aligning their outputs with the broader value chain.
He further emphasized that moving beyond internal metrics to impact-driven measures could position GCCs as vital enterprise drivers. This approach enhances relevance and encourages innovation that directly benefits the business.