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1 Missing Discipline. 6 Inevitable Failures.

GCC is not a standalone utopia.
It’s the coming together of people, process, and governance — tethered in a clear operating model. And without change management, even the best-architected GCC will crumble from within.

Here’s what we see in failed setups:
→ Competitors gain ground while you’re stuck in internal debates
→ Talent resists, then exits
→ Operations stutter and CXOs scramble
→ Stakeholders lose faith — and funding follows
→ Institutional knowledge evaporates
→ Brand takes hits that PR can’t fix

Reality vs. Rhetoric gap is HUGE in this space.

If you think trends, webinars, and research reports will prepare your enterprise for GCC transformation — you’re wrong. Change management is the new cost of entry.

HEX Advisory Group specializes in hands-on GCC execution with referenceable CXO clients, senior sourcing practitioners like Alison Armstrong, MSM MIS who helped us put together this POV from her experience from her client engagements over the years.

Source: LinkedIn

Trim the Vendors | Fatten the GCC

Simply put, 90% of enterprises fail to strategically harness the possibilities of Tech-first (AI-first managed services) and Talent-first (GCC) models. They bluntly squeeze vendors for cost and shift volumes (capacity) to fill up GCCs while calling it “strategy”.

Well, it isn’t. It’s simply capacity reshuffling.

Source: LinkedIn

GCC is People-First

GCCs obsess over people, skills, and operating leverage.
CIOs obsess over platforms, automation, and stability.

Neither is wrong. But value creation accelerates only when both priorities are stitched into a single execution fabric. That’s where enterprises find predictability, scalability, and smarter investment decisions.

This is the new sweet spot: people-first engines powering technology-first mandates.

Source: LinkedIn

Major U.S. Airline Southwest to Establish Its Global Innovation Centre in Hyderabad

Imagine the conviction it takes for a CIO, CTO, CFO, or COO to choose HEX Advisory Group over the comfort of Big Consulting. Grateful to the contrarians who do—your trust fuels our fire to redefine IT BPO GCC sourcing.

The US-based Southwest Airlines has announced plans to set up its global innovation centre (GIC) in Hyderabad after a team of the airline management met Chief Minister A Revanth Reddy in Secretariat on Thursday.

Expressing delight over the company’s announcement, Revanth Reddy briefed them about the state government’s ambitious vision for Telangana to achieve a $1-trillion economy by 2034 and a $3-trillion economy by 2047, as part of the state’s “Telangana Rising 2047” vision. Roads and buildings minister Komatireddy Venkat Reddy was present in the meeting.

The team from Southwest Airlines, the fourth largest US carrier by passengers carried, included its chief information officer Lauren Woods, chief technology officer Tom Merritt, Jason Shying, head, legal counsel, and Sarthak Brahma from HEX Advisory Group.

The Chief Minister welcomed the senior leadership from Southwest Airlines who have chosen to launch their global innovation centre in Hyderabad to support the evolution of their business strategy.

Source: Deccan Chronicle

Is Your IT-BPS Outsourcing Contract Flexible Enough?

Enterprises are reshaping their IT portfolio strategies by complementing third-party contracts with Global Capability Centers (GCCs).

A strong vendor relationship should provide the flexibility to carve out GCCs on enterprise-defined terms, backed by:

  • Rebadging at scale
  • Right-to-hire leverage
  • Modular termination options
  • Knowledge transfer guardrails

Source: LinkedIn

Make Confident Sourcing Calls

Presenting our Sourcing Disposition Matrix that combines ground-level variables with market intelligence to guide the right placement.

Whether you’re scaling AI platforms or managing a legacy tower, cut through complexity with clarity with HEX: https://hexadvisory.com/contact/#mail

Source: LinkedIn

Here’s What Makes a True Value Partner

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For those who value scalability over scope and clarity over complexity, it’s time to redefine what a true value partner means in your sourcing strategy.

No redlines, no fluff. Just outcomes that align with your growth.

Source: LinkedIn

The GCC Provider Market – Not all Splices are Equal!

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This breakdown of GCC providers helps you assess who truly delivers across key dimensions like setup, strategy, and operations.

Are you evaluating your GCC provider with the right lens? Let’s discuss.

Let’s talk: https://hexadvisory.com/contact/#mail

Thinking BOT?

BOT is the laziest, most hands-off way to set up your GCC—your so-called “baby”—in a faraway land. If you’re being misled into an archaic, stifling Build-Operate-Transfer model, then ask yourself:

Would you completely outsource raising your own child—or retain autonomy, with flexible support only as needed?

75% of new GCCs are struggling because of poor GCC enactment by the parent.

 

Thinking BOT? Think again.

Don’t get locked into rigid commitments—discover tailored GCC solutions built for your success.

Contact us now:
https://hexadvisory.com/contact/#mail

GCC Maturity Lifecycle

GCC evolution decoded. Here are some of the key pain points and priorities for enterprises at every stage. HEX helps navigate the maturity journey from setup to strategic impact!

Don’t Settle for the First Quote

Discover our negotiation prowess that led to a 33% for a Global Capability Center contract with the ‘ .

If GCC execution is on your agenda, reserve your spot with our GCC Think Tank, the . https://lnkd.in/drhVgGre

Meet the Real McCoy of IT-BPS Sourcing Advisory

Feel free to talk to Sarthak Brahma, Day 2 Chair at IT Procurement & Sourcing Event Series Events Europe, about our multi-million IT Portfolio Optimization, IT Benchmarking, Global Capability Center, GCC Execution, and HEX Index mandates for Airlines, Healthcare, Energy, Automotive, Logistics, Manufacturing, and Banking clients in Europe, Nordics, USA, Australia, and India.

Also, feel free to stop by HEX Advisory Group’s Booth #7 to get acquainted with swift and smart consulting, not the long-drawn, self-serving, and shallow advisory cycles or theoretical Research that one fears. Cheers!

GCC LatAm Index

While India continues to be the hotbed for GCC setups, CostaRica is increasingly our favored location for nearshore GCC build-outs. CINDE – Experts in FDI and local partners like Feuji Inc continue to be invaluable for our CXO clients and us.

HEX Advisory Group is the leading hands-on advisor in the GCC space. Action NOT Analysis-paralysis. In fact, we – it is hygiene and implicit to our expedited GCC Solution-to-Build lifecycle.

Population Health Management

Navigating the intricate landscape of Population Health Management (PHM) pricing demands more than just numbers—it requires expertise. With over 60% of healthcare organizations already on the PHM journey and the market set for substantial growth, the stakes are high. Let us be your guide in unraveling the complexities of PHM investments.

Hi-Fidelity Sourcing Advisory

Anyone can run an RFP dog and pony show with multiple bidders. This is a lazy, long-drawn, expensive, and self-serving way of running a sourcing program. Instead, HEX Advisory Group has the chops to expeditiously secure contemporary solutions, modern contracts, and competitive commercials with any vendor/s by drawing upon its senior practitioners, recent transactions’ benchmarks, and clearly defined end-states.

To know more click here.

2023 Sourcing & Pricing Trends Manifesto (an Advisor’s PoV)

Avoid tacos at 7-Eleven and coffee at Taco Bell. Source matters in everything you consume and that applies to Sourcing and Price Benchmarking trends too.

Don’t ask an advisor what the size of ChatGPT in sourcing deals will be in 2025 and don’t ask a researcher how best to calibrate your multi-million-dollar contracts. You are bound to be misled in either case.

There’s so much broad stroking on IT-BPO Sourcing & Pricing trends going around that I decided not to write a blog post but a MANIFESTO! 🙂

Build Operate Transfer (BOT) Structure

In a BOT model, service provider runs operations in initial stages with an option to transfer back to buyer later. While the operational risk lies with the provider in a BOT model, buyer should staff its employees in all the relevant management layers.

  • The provider and client together implement a management oversight layer responsible for meeting deliverables and milestones for each phase.
  • The intermediate management layer consists of a blend of provider and buyer employees, allowing the buyer to have easier access to the provider’s knowledge base and expertise
  • Provider employees makes up the core workforce.

Could a ‘Virtual Captive’ be your Panacea

Virtual captives are increasingly becoming an acceptable solution as they occupy a median position in a spectrum that is occupied by third party outsourcing on one end and captives on the other. For the mid-market enterprises, who end up experiencing a ‘small-fish’ syndrome with large third-party providers and captive remains a pipedream due to lack of capital/appetite, virtual captive offers best of both worlds. It is essentially a hybrid model wherein a local provider will provide all the necessary infrastructure (managed facility, hardware, connectivity etc), talent (sourcing, recruitment & HR), compliance and support services (accounting, compliance, IT operations) while letting the client retain full control of the operations.

Some of the specific advantages this sourcing model offers

  • Higher degree of control: This model allows the enterprise to have full control of the business operations while the back-office set-up and processes are managed by the local provider. The enterprise leadership can practically walk-in and focus on business without having to worry about the ‘operational’ and ‘compliance’ overheads on Day 1.
  • Transparent and Flexible Pricing Model: The most common construct is a cost-plus structure wherein the provider charges a mark-up on costs i.e., Talent (typically 70-85% of the costs), Infrastructure and Support function costs. Numerous as-a-service pricing models (GCC-as-a-service, Talent-as-a-service, Compliance-as-a-service etc) are also available for enterprises who may want to a bundled price or specific services.
  • Reduced time to market: Mature providers are able to provide a significant jumpstart to the timeline leveraging their well tested operations templates and readily available workforce.
  • Low Capex: Unlike a captive that involves significant upfront investments in infrastructure set up, this is a fully variable ‘Pay as you grow’ model. This is extremely useful especially for mid-market enterprises who can test the concept without necessarily having to block large sums of capital.

The Curious Case of BOT

This may be a bit of memory jog as this is not about the automation BOT that has been the top of mind recall in recent times but rather the good old, Build-Operate-Transfer (BOT) that is making a quiet but definitive comeback to the boardroom discussions. During the pandemic and post ‘The Great Resignation’, firms have and are continuing to de-risk their alternate service delivery models. As part of this, enterprises are increasingly assessing and executing BOT transactions. The drivers for them to do this are multifold e.g., deleveraging third-party outsourced portfolio, managing sensitivities around product development, building digital talent inhouse etc. While the classic BOT remains intact, its close variant, Virtual Captive, is increasingly gaining traction as this model offers a good balance between ‘Control’ and ‘Risk’. The supply side is becoming increasingly mature and arming their portfolios with innovative and agile ‘as-a-Service’ solutions.

Next time, when you are looking beyond Managed Services but do not just have the appetite for own captive, definitely worth adding this to the list of options. Lets you ‘test-drive’ offshore on a ‘Pay-as-you-grow’ model.

Know more about our GCC Lifecycle Advisory Services

PERSPECTIVES

1 Missing Discipline. 6 Inevitable Failures.

1 Missing Discipline. 6 Inevitable Failures.

GCC is not a standalone utopia.
It’s the coming together of people, process, and governance — tethered in a clear operating model. And without change management, even the best-architected GCC will crumble from within.

Here’s what we see in failed setups:
→ Competitors gain ground while you’re stuck in internal debates
→ Talent resists, then exits
→ Operations stutter and CXOs scramble
→ Stakeholders lose faith — and funding follows
→ Institutional knowledge evaporates
→ Brand takes hits that PR can’t fix

Reality vs. Rhetoric gap is HUGE in this space.

If you think trends, webinars, and research reports will prepare your enterprise for GCC transformation — you’re wrong. Change management is the new cost of entry.

HEX Advisory Group specializes in hands-on GCC execution with referenceable CXO clients, senior sourcing practitioners like Alison Armstrong, MSM MIS who helped us put together this POV from her experience from her client engagements over the years.

Source: LinkedIn

Trim the Vendors | Fatten the GCC

Simply put, 90% of enterprises fail to strategically harness the possibilities of Tech-first (AI-first managed services) and Talent-first (GCC) models. They bluntly squeeze vendors for cost and shift volumes (capacity) to fill up GCCs while calling it “strategy”.

Well, it isn’t. It’s simply capacity reshuffling.

Source: LinkedIn

GCC is People-First

GCCs obsess over people, skills, and operating leverage.
CIOs obsess over platforms, automation, and stability.

Neither is wrong. But value creation accelerates only when both priorities are stitched into a single execution fabric. That’s where enterprises find predictability, scalability, and smarter investment decisions.

This is the new sweet spot: people-first engines powering technology-first mandates.

Source: LinkedIn

Major U.S. Airline Southwest to Establish Its Global Innovation Centre in Hyderabad

Imagine the conviction it takes for a CIO, CTO, CFO, or COO to choose HEX Advisory Group over the comfort of Big Consulting. Grateful to the contrarians who do—your trust fuels our fire to redefine IT BPO GCC sourcing.

The US-based Southwest Airlines has announced plans to set up its global innovation centre (GIC) in Hyderabad after a team of the airline management met Chief Minister A Revanth Reddy in Secretariat on Thursday.

Expressing delight over the company’s announcement, Revanth Reddy briefed them about the state government’s ambitious vision for Telangana to achieve a $1-trillion economy by 2034 and a $3-trillion economy by 2047, as part of the state’s “Telangana Rising 2047” vision. Roads and buildings minister Komatireddy Venkat Reddy was present in the meeting.

The team from Southwest Airlines, the fourth largest US carrier by passengers carried, included its chief information officer Lauren Woods, chief technology officer Tom Merritt, Jason Shying, head, legal counsel, and Sarthak Brahma from HEX Advisory Group.

The Chief Minister welcomed the senior leadership from Southwest Airlines who have chosen to launch their global innovation centre in Hyderabad to support the evolution of their business strategy.

Source: Deccan Chronicle

Is Your IT-BPS Outsourcing Contract Flexible Enough?

Enterprises are reshaping their IT portfolio strategies by complementing third-party contracts with Global Capability Centers (GCCs).

A strong vendor relationship should provide the flexibility to carve out GCCs on enterprise-defined terms, backed by:

  • Rebadging at scale
  • Right-to-hire leverage
  • Modular termination options
  • Knowledge transfer guardrails

Source: LinkedIn

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