As GCCs and GBSs mature year on year, they are focusing on customer-centricity to drive value creation. 32% of SSOW India 2024’s attendants responded that it [customer centricity] is a part of their vision to redefine their centre in the next 10 years. 25% of the survey’s responded indicated that they are looking to improve customer experience with Generative Ai. 

• Exploring effective metrics and tools for assessing customer satisfaction

• How can GCCs support front office operations with work that impacts the end customer? 

• Establishing customer specific KPIs 

How does Generative AI integrate into the GCC and GBS? We gather technology leaders to discuss how to unlock the potential of Generative AI to drive strategic decision making and business insights. 

• Establishing practical guidelines and governance to roll out Generative AI applications  

• Overcoming the system biases and learning how to scale

• Sharing of use cases on actual Generative AI outputs and lessons learnt