Unlocking Competitive Edge: How Data Analytics Empowers GCCs to Enhance Customer-Centric KPIs

Customer satisfaction has become a critical metric for success, and for Global Capability Centres (GCCs), tracking customer-centric KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) is now non-negotiable. These metrics ensure that the GCC is not only meeting its internal targets but also delivering tangible value to customers.

The ability to track and analyze customer-centric KPIs is key to maintaining a competitive edge. By leveraging data analytics, GCCs can take a proactive approach to customer service, identifying potential issues and acting swiftly to resolve them.

Tata Consultancy Services (TCS) has incorporated customer-centric KPIs into its GCC operations. They track NPS and CSAT in real-time through dashboards that monitor customer feedback and satisfaction levels. By quickly responding to customer issues and continuously improving service delivery, TCS has managed to enhance client loyalty and retention rates.

US retail giant Walmart operates a large GCC in India that also focuses on customer-centric KPIs. Walmart’s analytics team tracks NPS and CES to measure the customer experience on their e-commerce platform. By analyzing customer feedback, Walmart’s GCC identifies friction points in the customer journey and addresses them before they affect satisfaction. This proactive approach allows them to enhance user experience, which is critical in the highly competitive e-commerce landscape.

This customer-first mindset, when backed by robust KPIs, helps ensure that GCCs continue to deliver exceptional value to their parent organizations and end customers alike.