Global Capability Centers (GCCs) have become the operational backbone for many multinational organizations, driving digital transformation at scale across geographies and business units. Yet, as these centers mature, a critical challenge emerges: how to sustain and grow the value of transformation investments long after the initial implementation. The answer lies in continuous improvement, operational excellence, and a culture of innovation—enabled by robust measurement and knowledge management frameworks like KnowHow by Publicis Sapient.
Despite significant investments in digital transformation, many organizations experience a sharp decline in value after go-live. This erosion is rarely due to technology alone. Instead, it stems from:
For GCCs, which often manage distributed teams and complex portfolios, these pitfalls can result in lower adoption, slower issue resolution, and missed opportunities to enhance customer and business value.
KnowHow is Publicis Sapient’s open-source measurement framework, purpose-built to address the operational realities of large, distributed organizations. It provides an intuitive, visual dashboard that consolidates key performance indicators (KPIs) from across transformation programs—spanning product management, design, technical quality, agile project management, and team operations.
Key benefits for GCCs include:
One of the most persistent challenges in global organizations is the existence of operational silos—between brands, regions, and functions. KnowHow addresses this by providing a scalable, organization-wide dashboard that brings together metrics from multiple teams, products, and programs. By standardizing KPIs and making them visible across the organization, KnowHow fosters transparency and collaboration. Teams can benchmark their performance, share best practices, and collectively work towards common business goals.
Crucially, KnowHow also acts as a knowledge repository, retaining critical context and insights from the transformation phase. This ensures that as teams evolve or transition, the organizational memory is preserved, reducing the risk of knowledge loss and enabling faster onboarding and issue resolution.
Sustaining digital transformation value requires a shift from episodic project thinking to a product mindset—one that prioritizes outcomes over outputs and sees value delivery as an ongoing process. KnowHow democratizes access to key metrics, making work visible and measurable for everyone from engineers to executives. This transparency embeds a culture of data-driven decision-making, where teams are empowered to:
The true power of KnowHow is unlocked when integrated with robust Application and Infrastructure Management Services (AIMS). This combination ensures that the same teams who built the digital solutions remain involved in their ongoing support and optimization, preventing the loss of critical knowledge and context.
With KnowHow and AIMS working together, GCCs can:
The impact of KnowHow is best illustrated through real-world results. For example, a leading global consumer products firm partnered with Publicis Sapient to overhaul its global working model and MarTech infrastructure. By adopting an agile, digital-first approach and leveraging standardized KPIs through KnowHow, the company achieved:
These outcomes were made possible by breaking down silos, aligning global teams, and embedding a culture of continuous measurement and improvement—core tenets of the KnowHow framework.
Sustaining digital transformation value in GCCs is about creating a virtuous cycle: measure, learn, improve, and repeat. KnowHow enables this by making work visible and measurable, democratizing access to key metrics, and embedding a culture of data-driven decision-making. When paired with AIMS, it ensures that digital momentum is not only maintained but accelerated, delivering ongoing ROI and operational excellence.
In a world where change is constant and customer expectations are always evolving, the organizations that thrive are those that treat digital transformation as a living, breathing capability. With KnowHow and AIMS, GCCs can ensure that transformation delivers value—not just at launch, but every day thereafter. This approach accelerates digital maturity, prevents value erosion, and positions GCCs as engines of innovation and operational excellence within the global enterprise.
Ready to sustain and grow the value of your digital transformation? Let’s start the conversation.
Publicis Sapient’s KnowHow is more than a measurement framework—it’s a catalyst for continuous improvement, innovation, and sustained business value in Global Capability Centers worldwide.