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 Dharshan leads Global Content for Services within the ISG Provider Lens® program, bringing more than 22 years of extensive research experience with a focus on BPO, GCC, AI and Analytics and CX. The ISG Provider Lens® program is designed to deliver research on service provider intelligence. As part of her role, Namratha directs a global team of analysts and is responsible for content delivery of more than 50 Provider Lens® research reports. She is also a principal analyst, authoring thought leadership and service provider intelligence reports with a strong emphasis on BPO, particularly CX and contact center services, and GCC. Her portfolio also includes horizontal service line reports such as finance and accounting and industry-specific reports for insurance. In addition to her research leadership, Namratha is a member of the Senior Leadership Council for India Research, representing ISG’s India-based team of over 120 research professionals. She is also a co-speaker on ISG’s flagship quarterly ISG Index call, offering insights into the health of the outsourcing industry, with a focus on BPO and GCC.
At ISG, Namratha is the product owner of the Star of Excellence program, an initiative that analyzes enterprise feedback on providers. The CX program recognizes providers that deliver exceptional experiences to enterprise clients.
Namratha is also a strong advocate for women employees. She served for four consecutive years as a judge for ISG’s Women in Digital program and now acts as a regional sponsor. She was instrumental in launching She-Rise, an internship program for women returning to work after childbirth and freshers from college.
