In 2006, I visited my first captive center in Bengaluru. At the time, the model was still in its formative years – many multinational organizations were only beginning to explore the potential of setting up their own in-house centers in India. That visit, now 19 years ago, left a lasting impression on me. It was clear that global in-house centers (or GICs…thank goodness we moved on from “captive”!) were going to play a transformative role in shaping the global services industry.
Two years later, in 2008, Everest Group partnered with Nasscom to publish a landmark report on BPO from India. That research included one of the earliest deep dives into the captive model, highlighting both its challenges and its potential to evolve into a strategic capability hub for enterprises worldwide. At the time, it was not obvious just how significant these centers would become. In fact, a few short years later, some erroneously reported the “death” of the captive (and we worked to set the record straight). Today, GCCs are integral to the innovation and operating models of many global enterprises, spanning technology, financial services, healthcare, and beyond.
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Fast forward to today, and the journey has come full circle. Everest Group is bringing our Engage event to Bengaluru. This is not just symbolic; it represents how central India has become to the future of global business services. Engage is designed to convene leaders, share insights, and spark the kinds of conversations that drive the industry forward.
For me personally, this is a moment of both reflection and excitement. Reflection on how far the industry has come since those early visits and reports – and excitement about what lies ahead as enterprises, GCCs, and service providers navigate a new era defined by AI, the quest for greater alignment to business value, innovation in talent models, and the need for resilience.
Bringing Engage to Bengaluru feels like closing one chapter and opening another. I look forward to connecting with the vibrant GCC community, learning from their journeys, and exploring together how we shape the next 20 years of global services.
For information about Engage – Bengaluru 2025 or to request an invitation to attend, please visit: https://events.everestgrp.com/engage-bengaluru2025/home
