AI Transformation in Global Capability Centers: Productivity & Talent

Abstract

Global capability centers (GCCs) are uniquely positioned to solve the enterprise AI challenge: moving from pilot projects to production-scale outcomes. Today, only 15% of generative AI projects are in production, while up to 40% of current GCC roles risk becoming obsolete by 2028. This paper provides a framework for transforming your GCC into an enterprise AI hub by mastering data readiness, solving for talent scarcity, and leading workforce redesign. Learn how to secure your relevance and drive measurable business impact.

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Key Insights

GCCs can anchor enterprise AI adoption by centralizing data and cross-functional talent to drive innovation in customer experience, operations, and supply chains.

With access to deep engineering talent pools, GCCs can solve the AI skills gap through targeted upskilling, career pathways, and centers of excellence.

By leading data cleansing, contextualization, and governance, GCCs address the critical data quality challenge required for scalable, trustworthy AI.

To stay relevant, GCCs must rapidly reskill and redeploy talent into AI-centric roles, shifting from traditional models to autonomous, AI-first delivery pods.

About the Author
Rohit Madhok
SVP & Global Head of Large Deals, Strategic Solutioning & Transformation, Tech Mahindra
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Rohit is a seasoned technology leader with 29+ years of experience driving innovation and growth. As Global Head of Large Deals & Transformation at Tech Mahindra, he has scaled businesses to over $1 billion and led multi-million-dollar digital transformations. A passionate engineer and speaker, he excels at solving complex challenges with cutting-edge technology.

Namratha Dharshan
Chief Business Leader India Research, ISG

Namratha Dharshan brings nearly 18 years of extensive research experience to lead the ISG Provider Lens BPO and Industry vertical program that includes more than 15 different reports and is designed to deliver research on service provider intelligence. As part of her role, she heads a team of analysts and is responsible for delivery of research reports for the Provider Lens program.Read More

Namratha Dharshan brings nearly 18 years of extensive research experience to lead the ISG Provider Lens BPO and Industry vertical program that includes more than 15 different reports and is designed to deliver research on service provider intelligence. As part of her role, she heads a team of analysts and is responsible for delivery of research reports for the Provider Lens program. Namratha is also a principal analyst and is responsible for authoring thought leadership papers and service provider intelligence reports in the areas of BPO, focused on customer experience and contact center services. She has also authored other horizontal service line reports like finance and accounting and vertical focused reports for insurance. Her research focuses specifically on the customer experience as it relates to digital transformation, omnichannel, analytics, AI and automation. Namratha is the Chief Business Leader for India Research and a co-lead on ISG Index.

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