Rewriting the Global Capability Center Playbook: Scaling Maturity with AI

By  Rajiv Gupta Sreyssha George Sayan Majumdar Romil Kulkarni, and  Geetika Kaur
Article

While GCCs are evolving rapidly in scope and ambition, the majority remain focused on delivery execution, underutilizing their potential to act as capability hubs powering enterprise-wide transformation. Only 8% of GCCs have advanced significantly across the three dimensions most critical to enterprise value: innovation, competitive differentiation, and operational efficiency.

Based on a comprehensive global survey by BCG covering GCC and enterprise leaders across industries, the report reveals a sharp maturity divide. The report identifies nine key enablers that differentiate leading GCCs from others.

AI, notably advanced AI use cases including GenAI, NLP and AI agents— stand out as a critical accelerator of GCC maturity. While top performers have moved beyond pilots to embed AI across core workflows, most GCCs remain trapped in early-stage experimentation.

India, Mexico, and U.S. lead in GCC maturity-India ahead on scale with consistency

The report outlines a three-step playbook for GCCs to accelerate maturity and have an increased role in enterprise impact:

The report concludes that GCCs poised to lead are those that reimagine their role. Those that invest in talent, embed AI deeply, and take co-ownership of outcomes are best positioned to shape the next wave of global enterprise transformation.

Read the Report