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CX FOR GLOBAL CAPABILITY CENTERS

Make CX a capability
your GCC owns.

AHACX helps Global Capability Centers build, run and continuously evolve customer experience across human expertise, AI agents, customer intelligence, workflows, enterprise platforms and back-office operations.

Talk about your GCC CX model →Explore the model ↓
Global Capability Center customer experience operating model

What is the AHACX proposition for Global Capability Centers?

Keep ownership of the CX capabilities and control points that matter to your enterprise. Use AHACX to extend the operation with specialist execution, AI, platform, workflow and transformation capability where it accelerates outcomes. The GCC owns the capability. AHACX helps make it work.

From service delivery to customer operations ownership

Customer experience is no longer only a contact-center function. Resolution can depend on identity, history, knowledge, CRM, CCaaS, AI agents, payments, claims, fulfillment, risk, back-office workflows and core enterprise systems. A mature GCC can connect these capabilities inside the enterprise instead of treating CX as a collection of disconnected channels.

Everest Group describes CX technology as a continuously operated capability and identifies GCCs as an increasingly important engineering and operations backbone for architecture ownership, integration, AI governance, release management, provider coordination and performance optimization.

2,117

GCCs in India in FY2026

2.36M

professionals in the India GCC workforce

$98.4B

India GCC market revenue in FY2026

506

Forbes Global 2000 companies with India GCCs

Source: Zinnov-Nasscom India GCC Landscape 2026.

THE OPERATING BOUNDARY

Own the control points.
Extend the operation.

A GCC does not have to build every CX capability internally. The more useful question is which capabilities the enterprise should own and where specialist operating support can accelerate execution.

Your GCC can ownAHACX can extend
CX strategy, architecture and customer standardsCustomer care and specialist operations
Customer data standards and identity controlsAI and Voice AI implementation and operations
Platform, integration and security standardsPlatform administration, releases and optimization
Knowledge authority and governanceKnowledge operations, QA, coaching and enablement
AI governance and decision rightsEvaluation, workflow automation and operationalization
Journey priorities and outcome ownershipCustomer intelligence, root-cause analysis and redesign support
Brand, policy and risk decisionsBack-office workflows and flexible operational capacity

The principle: keep ownership of what differentiates your enterprise. Extend the operation where specialist capability improves speed, flexibility or execution quality.

THE AHACX MODEL

Run CX through your GCC.
Reinvent CX from within it.

Run CX

Operate customer experience across human teams, AI agents, channels, workflows, back-office processes and enterprise systems.

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Keep enterprise ownership

Your GCC retains the institutional knowledge, architecture, governance, standards and strategic control points you choose to own.

GCC vs BPO →

Reinvent CX

Use what the live operation reveals to redesign journeys, workflows, automation and the systems creating customer effort.

Explore transformation →
WHERE AHACX PLUGS IN

Your GCC should not have to
build everything itself.

AHACX can add specialist capability without taking strategic ownership away from the enterprise.

Customer Operations

Voice, digital care, specialist support and exception resolution.

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AI + Voice AI

Agent deployment, integration, evaluation, escalation and operating support.

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CX Platform Operations

Administration, configuration, releases, integration support and continuous optimization.

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Knowledge + Quality

Knowledge operations, quality, coaching and frontline enablement.

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Customer Intelligence

Interaction analytics, operational telemetry and root-cause analysis that turns customer demand into improvement priorities.

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Back Office + Workflows

Connect the customer-facing moment to the enterprise work required to actually resolve it.

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GCC DESIGN CHOICES

Dedicated CX GCC or multi-tower GCC?

Both structures can work. The right design depends on where customer friction originates and how tightly CX needs to connect with data, technology, automation and back-office functions.

Dedicated CX GCCMulti-tower GCC
Strong CX specialization and service ownershipBroader enterprise integration across functions
Clear QA, workforce, knowledge and channel focusEasier connection to data, engineering, finance and operations
Can accelerate CX standardizationCan address root causes that sit outside the contact center
Best when CX requires deep dedicated capabilityBest when customer outcomes depend heavily on cross-functional workflows

AHACX can work with either structure. The objective is not to prescribe the org chart. It is to make the operating boundary work.

WHY INDIA MATTERS

Scale is only the starting point.

India's GCC ecosystem increasingly combines enterprise ownership with deep AI, engineering, analytics and operations talent. EY's 2025 GCC Pulse Survey found that 58% of participating India GCCs were already investing in agentic AI and another 29% planned to scale investment within a year. Customer service was the most cited GenAI application area in the survey.

The opportunity for CX leaders

Use the GCC to build durable enterprise capability in customer data, platforms, AI governance, knowledge and customer operations. Use specialist partners to add capacity and expertise without surrendering the control points the enterprise wants to retain.

Source: EY GCC Pulse Survey 2025.

GCC CX FAQ

Questions CX and GCC leaders ask

What is a Global Capability Center in customer experience?

A GCC is an enterprise-owned capability hub. In CX, it can own areas such as architecture, customer data standards, knowledge, AI governance, analytics, platform operations and selected customer operations.

Should a GCC replace BPO for customer experience?

Not necessarily. Many enterprises will use hybrid models. A GCC can retain strategic control and institutional capability while specialist providers add execution capacity, platform expertise, AI implementation, analytics or transformation support.

What should a CX GCC keep in-house?

There is no universal answer. Common control points include architecture, customer and data standards, AI governance, knowledge authority, platform standards, journey priorities, brand policy and outcome ownership.

How can AHACX work with an existing GCC?

AHACX can extend the GCC with customer operations, AI and Voice AI, CX platform operations, knowledge and quality, customer intelligence, back-office workflows and transformation capacity while the enterprise keeps the control points it wants to own.

Does AHACX set up GCC legal entities, tax structures or real estate?

AHACX is focused on customer experience capability inside the GCC. Entity formation, tax, legal, regulatory and real-estate setup should be handled with the appropriate GCC, legal, tax and advisory specialists.

THE FUTURE OF CX STARTS NOW

Happier customers.
A brighter tomorrow.

Run what matters today. Reinvent what comes next. Create more moments where customers simply feel: Aha, it’s handled.

Let’s talk →Explore our approach