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Executive summary

Global Capability Centers (GCCs) are undergoing a strategic transformation - from traditional support hubs to innovation powerhouses that anchor enterprise digital transformation. Torry Harris’ comprehensive report provides expert insights on how GCCs are embedding next-generation technologies - including AI, machine learning, automation, cloud services, and advanced data analytics to deliver enduring operational efficiencies and new revenue models. This report draws on our core research, supplemented by key insights from research firm Markets & Markets, interviews and surveys with GCC leaders, service providers, and advisory firms.

GCCs are progressing from pilots to creating scalable, durable technology foundations that align with long-term enterprise transformation objectives. Many are commercializing AI-powered solutions into SaaS and enterprise-grade platforms, accelerating growth in sectors such as healthcare, BFSI, and telecommunications. Partnerships - with startups, academia, and research institutions are proving instrumental in fast-tracking innovation and strengthening GCCs’ role as incubators of deep tech.

Despite this progress, GCCs encounter challenges tied to legacy integration, data security, regulatory compliance, ROI measurement, and talent shortages. The report outlines proactive strategies for decision-makers some of which include decentralized governance, phased legacy modernization and function-specific AI deployment to overcome pressing barriers and enhance future readiness.

By 2030, GCCs are set to operate as AI-first, hybrid workforce platforms, where human talent and intelligent systems work seamlessly to deliver strategic outcomes. Realizing this vision will require strong governance, agile operating models, and sustained ecosystem collaboration.

GCC

Report highlights

  • Key market dynamics influencing the GCCs
  • Common challenges in technology adoption within GCCs
  • Future-readiness and strategic shifts: what lies ahead for offshore GCCs
  • Insights on next-gen technologies powering automation in GCCs
  • AI and machine learning frameworks, automation, and application modernization
  • Data analytics, business intelligence, DevOps, managed cloud services, and digital marketplaces
  • The role of new-age technologies in driving sectoral growth
  • How technology and service providers enable digital transformation across GCCs

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