Only about 8% of Global Capability Centres (GCCs) have attained advanced maturity across three critical dimensions — innovation, operational efficiency, and competitive differentiation — according to a recent report by Boston Consulting Group (BCG). The study, titled Rewriting the Global Capability Center Playbook: Scaling Maturity with AI, highlights the growing importance of transforming GCCs into strategic assets.
The report identifies India, the US, and Mexico as leading markets with well-rounded GCC ecosystems. Among these, India has carved a distinctive niche by effectively combining scale, innovation, and efficiency, establishing itself as a global GCC powerhouse.
BCG emphasised the urgent need for companies to rethink their GCC strategies. Rather than viewing them as mere support arms, the report urges businesses to develop GCCs as hubs for innovation, artificial intelligence (AI) integration, and measurable business outcomes.
Despite signs of evolution, the majority of GCCs still operate in delivery-driven models, limiting their potential as transformative enterprise enablers. The report notes that sectors like technology, media, and telecom are leading the way due to significant AI investments and a stronger focus on innovation.
Advanced AI, particularly generative AI (GenAI) and AI agents, is identified as a key driver of GCC evolution. Leading GCCs have moved beyond pilot projects and are embedding AI into core operations to achieve tangible results. Rajiv Gupta, BCG’s Managing Director and Senior Partner, stressed that treating AI as an external tool will hinder progress. Instead, top performers are integrating AI deeply into their workflows to create enterprise value.
Over 90% of leading GCCs are implementing advanced AI applications, compared to just 50% of their peers. The report warns that those failing to adapt risk becoming obsolete in an increasingly AI-driven landscape.