Overview
GCC growth is driven by access to talent, customer-centricity, AI readiness and global uncertainty–not just cost reduction. Their role has expanded from operations to innovation, including AI-led engineering, R&D, product development and corporate strategy, signaling a shift from cost arbitrage to value creation. However, rising expectations continue to expose gaps in structure, alignment and trust, making them key priorities for GCCs.
The challenge is not whether GCCs should transform, but how they can balance competing priorities and emerge as intelligent, value-driven centers. Success depends on aligning capabilities to enterprise priorities and executing consistently to unlock value at scale.
AI is becoming a core driver of enterprise competitiveness
This whitepaper explores how GCCs can evolve into intelligent value engines by aligning AI initiatives to business priorities, building AI-ready operating architectures and scaling AI beyond pilots. It provides a practical framework for strengthening governance, data foundations, talent and operating models to accelerate adoption, improve decision-making and deliver measurable business outcomes at scale
HCLTech named a CX Star Performer in ISG Star of Excellence™ for Global Capability Center (GCC) Services 2026
Top GCC Priorities by Role: GCC Leaders at Location vs. Enterprise HQ
Improve Productivity
Reduce Staff cost
Improve Innovation
Reduce Facilities Cost
Streamline Processes
Operational Flexibility
Reduce Staff Cost
Improve Productivity
Reduce Facilities Cost
Operational Flexibility
Streamline Processes
Improve Innovation
Forging Ahead with Ecosystem Partnerships
GCCs cannot scale transformation in isolation. Leveraging a broader ecosystem of providers, startups and partners is critical to accelerate innovation and capability building. The focus is no longer solely on outsourcing work but on effectively orchestrating the ecosystem to drive co-creation, speed and sustained enterprise value.
- Nearly 60% of GCCs plan to increase their use of IT services
- Shift to outcome-based models
- Recast providers as innovation partners
- Embed providers in AI programs
- Continuously calibrate build vs. buy
- Leverage the full spectrum of services across the GCC lifecycle
Key Imperatives for High-Performance GCCs
If GCCs focus only on cost reduction, AI will expose the limits of that approach. By becoming an intelligent operating layer, GCCs can combine human and AI capabilities to deliver scalable business value. There is no single blueprint for GCC success; outcomes depend on enterprise priorities, business context and organizational maturity.