Global Capability Centers (GCCs), once viewed primarily as cost-saving extensions of parent enterprises, have undergone a fundamental transformation. No longer limited to back-office support or transactional functions, today’s GCCs are central to innovation, digital acceleration, and strategic decision-making. As enterprises shift toward more agile, digitally empowered ecosystems, GCCs are stepping up as value creators, fostering organizational resilience and competitive advantage.
In the next 5 years, GCCs look to evolve even further, becoming incubators of innovation, champions of sustainability, and epicenters of talent and technology fusion.
Let’s look at the key trends and what to expect in the coming years.
Expansion beyond traditional functions
GCCs rapidly move beyond legacy functions like IT support, finance, and HR to embrace high-value activities such as product engineering, R&D, digital marketing, and customer experience management. Transitioning from an execution partner to a trusted enablement function, GCCs take on strategic/core business responsibilities, which include end-to-end ownership of strategic programs and service lines.
What to expect:
The boundaries between a service providers’ headquarters at one location and GCCs based out of other geos are likely to blur, leading to heightened decentralization of strategic functions and a shift toward a global outlook for operational models.
Emergence of digital-first operating models
Digital transformation and the race toward being an AI-first enterprise are behind the W(AI)VE of GCC evolution. The next-gen GCCs are embedding digital-first strategies that leverage cloud computing, AI/ML, data analytics, intelligent automation, and low-code/no-code platforms to drive operational excellence and business agility.
What to expect:
AI-driven innovation and digital capabilities put GCCs as extended partners who drive swift GTM, foster strategic moves, and adopt flexible business models.
The great talent reset
Digital literacy takes center stage as the demand for niche skills in AI, analytics, and automation rises. GCCs strive to reskill and upskill teams, partnering with academia and building innovation labs to foster a future-ready workforce.
What to expect:
With hybrid work and in-office work in place, GCCs of the future will likely witness the blend of human creativity and empathy with digital agility. Talent teams will likely focus on a unified employee experience, development, and culture.
Evolution into sustainability champs
Social responsibilities toward the community and sustainable corporate practices are on the radar of the C-suite. Global Capability Centers look to take the lead in the organization’s ESG charter. From implementing green technologies to promoting responsible sourcing and carbon neutrality, GCCs look forward to helping enterprises meet their sustainability objectives.
What to expect:
Future-forward GCCs are looking to infuse sustainability KPIs into their operational frameworks and stand out for their eco-conscious business operating models.
EX-personalizing employee journeys
As the workforce evolves in the AI economy, GCCs are forging new ways to create personalized employee journeys in the digital workplace, blending digital tools, AI-powered learning paths, wellness programs, and flexible work models.
What to expect:
Putting employees and customers at the heart of strategy will be a differentiator of brands as the experiences of agents/associates impact CX. Global capability centers are looking to nurture inclusive, purpose-driven workplaces to attract, retain, and nurture global talent teams.
Integral to global innovation
GCCs are transitioning into innovative hubs–As they work with clients, their alliances with technology partners accelerate the co-creation of AI-powered accelerators and solutions.
What to expect:
Cross-functional innovation hubs, open innovation frameworks, and IP co-development will be the core of the GCC agenda as they fuel global product strategies and market expansions.
Navigating multiple infosec compliances
Customizing services according to customer tastes matters in the age of AI-powered solutions. Hyper-personalization highlights the significance of customers’ data privacy, meeting local and international security compliance, and navigating cybersecurity threats involving AI. GCCs will need to navigate an increasingly complex regulatory landscape across multiple jurisdictions.
What to expect:
Robust governance frameworks, cybersecurity centers of excellence, and real-time risk mitigation strategies will be integral to GCC resilience and trustworthiness.
Companies such as Movate are prominent examples of tech service providers that leverage innovation-led GCCs to optimize operations and fuel growth. With six well-established delivery centers in India and delivery centers abroad, Movate is able to tap local and global talent beside its network of gig experts to support marquee clients via innovative solutions and platforms effortlessly.
In closing…
Moving beyond cost arbitrage, GCCs, as digital powerhouses, will likely emerge as extended orchestrators of enterprise transformation, innovation, and growth. “For GCCs, it’s about stepping up and becoming innovation leaders, not just support functions. The path forward? Lean into the change, build those partnerships, and prepare to disrupt,” according to HFS Research.
What is W(AI)VE™ of transformation?
W(AI)VE™ of transformation is Movate’s vision for the AI-driven future – a strategic approach that empowers global enterprises to accelerate growth, disrupt their industries, and challenge the boundaries with cutting-edge AI innovation. Fueled by our deep expertise working with top innovators, proprietary and partnered AI solutions, and an unwavering focus on measurable outcomes, W(AI)VE™ puts strategy in action to scale AI transformation across industries and business functions. Read more.
Related information
- White Paper: GCC 3.0: From cost arbitrage to digital powerhouses
Amardeep Juneja is an accomplished business and technology leader with a strong track record in IT services and outsourcing. Currently the Head of Europe – ITO and Vice President at Movate, he has played a pivotal role in scaling operations and forging long-term client partnerships.
With over 20 years of industry experience, including nearly two decades at HCL Technologies—15 of those based in Europe; Amardeep brings deep regional insights and a strategic outlook to his work. His expertise spans enterprise sales, business development, and managing cross-functional teams in fast-paced global environments.
Amardeep is passionate about emerging technologies outside the boardroom, especially in digital transformation and IT/OT convergence. He regularly contributes thought leadership through speaking engagements and published articles. As an advocate for DEI, he supports youth-focused initiatives such as The Prince’s Trust, thereby blending his professional success with meaningful social impact. LinkedIn.