Enterprises Redefine GCCs for Core Business Roles

Key Terms

global capability centers technical

A global capability center is a centralized hub a company uses to handle key back-office or technical functions—like IT, finance, human resources, data analytics or product development—for the whole organization across countries. Think of it as a shared kitchen that prepares services and expertise for many restaurants: it can lower costs, speed up work and concentrate talent, but also creates a single point of operational or geopolitical risk that investors watch closely.

AI workflows technical

AI workflows are the step-by-step processes that use artificial intelligence to take raw data, transform it, run models, and produce decisions or outputs — much like an automated assembly line that turns parts into finished products. For investors, they matter because well-designed AI workflows can lower costs, speed product development, scale services, and create competitive advantages, while poor design can introduce errors, higher costs, or regulatory risk.

automation technical

Automation is the use of technology to perform tasks with minimal human intervention, often replacing manual work with machines or software. It matters to investors because it can increase efficiency, reduce costs, and enable faster decision-making, potentially leading to higher profits and competitive advantages for businesses.

ISG Provider Lens technical

ISG Provider Lens is a recurring market report from an independent technology and services research firm that rates and compares companies that sell IT, cloud, outsourcing and related services. Investors use it like a product review or buyer’s guide: it highlights which vendors are strongest in particular areas, flags market trends and competitive shifts, and can affect how well a supplier is seen to win contracts and grow revenue.

Companies enhance global capability centers with AI workflows, high-value functions, geographic diversity to drive business growth, ISG Provider Lens^® report says

STAMFORD, Conn.--(BUSINESS WIRE)-- Enterprises are rapidly reinventing global capability centers as strategic engines for AI-driven innovation, digital transformation and enterprise growth — moving far beyond their traditional role as cost-efficiency vehicles, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens^® Global Capability Center (GCC) Services report finds that organizations are moving beyond cost-focused models to position GCCs as core components of enterprise strategy that help them evolve and adapt in the face of talent shortages, wage pressures and changing regulations.

“Enterprises are recognizing that GCCs can do more than improve the bottom line through cost savings,” said Michael Fullwood, partner and Americas lead for Global Capability Centers at ISG. “By aligning GCC design and operations with strategic priorities, they can accelerate growth and increase long-term competitiveness.”

While India continues to anchor GCC expansion, many enterprises are expanding their GCC strategies to encompass multiple locations to diversify risk and access specialized talent. Organizations are establishing complementary delivery centers in Eastern Europe, Southeast Asia and Latin America to improve time-zone coverage and address regulatory requirements. These distributed models are designed to increase resilience and take advantage of the best specialized capabilities in fields such as engineering and analytics.

Complex and high-value functions that previously were retained in core business units are becoming part of companies’ GCC strategies. With functions such as product engineering, customer experience transformation, advanced analytics and risk management, GCCs play key roles in enterprise-wide transformation programs. As the responsibilities of GCCs grow, organizations are redesigning their governance structures and operating models to ensure alignment with business objectives and measurable performance outcomes.

Enterprises are integrating AI and automation into core GCC workflows to improve efficiency and accelerate decision-making across functions such as finance, human resources and engineering. Rather than deploying isolated pilot projects, organizations are embedding intelligent capabilities directly into processes to scale up the impact of GCCs. This shift is increasing demand for integrated delivery models that connect technology, talent and governance to deliver consistent outcomes tied to strategic priorities, ISG says.

“Execution capability has become the defining factor in GCC success as enterprises move from strategic planning to scalable delivery,” said Gaurang Pagdi, lead author of the report. “Organizations are seeking service partners that can translate transformation goals into measurable results.”

The report also highlights additional market trends, including rising adoption among midmarket enterprises and the growing importance of frameworks for responsible AI and automation deployment.

For more insights into the GCC-related challenges enterprises face, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates the capabilities of 36 providers across two quadrants: Design and Setup and Optimization and Enhancement.

It names Accenture, Capgemini, Cognizant, Deloitte, EY, HCLTech, IBM, Infosys, KPMG, PwC and TCS as Leaders in both quadrants. ANSR, CGI, Genpact, Hexaware, Tech Mahindra and Wipro are named as Leaders in one quadrant each.

In addition, CGI, Coforge and Tech Mahindra are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2026 among GCC service providers. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

Customized versions of the report are available from Altimetrik, Cognizant, CGI, Embark and Hexaware.

The 2026 ISG Provider Lens Global Capability Center (GCC) Services report is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260505275112/en/

Press Contacts:

Laura Hupprich, ISG
+1 203-517-3100
laura.hupprich@isg-one.com

Eric Arvidson, Matter Communications for ISG
+1 978-518-4542
isg@matternow.com

Source: Information Services Group, Inc.