Part 12/13:
One participant from Aramex asked about efficient ROI calculation for projects within a global capability center, noting that business value measurement is often complex. The speaker recommended establishing clear measurement systems—defining what metrics matter based on the project’s focus—and actively involving finance teams to interpret these metrics, fostering collaboration.
Another question from Capital One centered on maintaining close ties with onshore stakeholders when the center is geographically distant. The leader suggested simulation techniques—analyzing call recordings, anonymized data, or virtual listening exercises—to develop stakeholder understanding and bridge the physical gap.
Final Thoughts