Exploring Global Capability Centers’ (GCCs’) Transformation Capabilities: a Renewed Provider Approach

Global Capability Centers (GCCs) are profoundly shifting from transactional offshore hubs to strategic enterprise enablers. Beyond their original cost-arbitrage mandate, GCCs are increasingly driving digital enablement, taking end-to-end process ownership, and leading innovation initiatives that shape enterprise-wide priorities. This evolution reflects their growing role in enhancing operational efficiency, future-proofing operating models, bridging talent and capability gaps, and improving stakeholder experiences.

However, multiple challenges continue to hinder transformation outcomes’ full realizations. Providers are emerging as vital partners in this journey, helping GCCs transition from efficiency-focused centers to transformation-driven organizations. With expertise, tools, and scalable models, providers enable GCCs to align priorities with enterprise growth strategies, embed advanced technologies, and build future-ready talent.

This Viewpoint explores the renewed provider approach to supporting GCC transformation. It outlines GCCs’ evolution, the scope of transformation across three pillars: technology modernization, talent development, and throughput optimization, and the market opportunity for provider-supported transformation. It also highlights the winning themes for providers that are helping GCCs accelerate enterprise alignment and unlock long-term value.