Global capability centers (GCCs) are at the center of one of the biggest enterprise transformations of our time: the adoption of AI. With centralized data, cross-functional scope and deep engineering talent, GCCs are uniquely positioned to move enterprises from AI pilots to production-scale outcomes.
Yet the road is steep. Today, only 15% of generative AI projects are in production, despite billions of dollars in enterprise investments. Meanwhile, workforce disruption is imminent, and it will have a significant downstream impact on GCCs. Case in point: 40% of current GCC roles may no longer be relevant by 2028, replaced by AI-first jobs such as AI translators, product managers and platform architects.
Given the convergence of AI and the global delivery model, GCC leaders have a unique opportunity to:
- Establish GCCs as enterprise AI hubs that drive applied innovation across CX, operations and supply chains.
- Fix data readiness and trust gaps that currently block adoption.
- Balance efficiency and innovation, using automation to optimize costs while reinvesting in growth.
Leaders will need to rapidly redesign the workforce by reskilling and redeploying talent into AI-centric roles. With these moves, GCCs can cement their position as the AI engines of the enterprise — converting technology investment into lasting business impact.
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About the author
Namratha Dharshan
Namratha brings over 21 years of market research experience, leading the ISG Provider Lens program focused on BPO and AI and Analytics. Namratha also leads the India Research team and is a speaker on ISG’s flagship platform, the ISG Index.
