Archive · 25 Nov 2025
India's GCCs Accelerate AI Adoption and Innovation
Many companies in India with global operations (GCCs) are using artificial intelligence (AI) more and more.
They are using it to help customers, manage money, and run their businesses better.
These companies are also creating special teams to come up with new ideas.
They are working together more to make important decisions for their businesses.
58% of GCCs investing in Agentic AI, 29% planning to scale in the next year
83% investing in Generative AI (GenAI), with pilots increasing to 43%
GCCs enhancing customer service (65%), finance (53%), and operations (49%) with AI
67% creating dedicated innovation teams and incubation programs
52% of GCCs holding shared accountability for global decisions
- Who
- Global capability centers (GCCs) in India
- What
- Investing in and adopting artificial intelligence (AI)
- When
- Currently and over the next year
- Where
- India
- Why
- To enhance operations, customer service, and decision-making
Proponents of AI Expansion
Cautious Stakeholders
AI for Cost Savings and Efficiency
Proponents of AI Expansion
GCCs aim to reduce costs (61%) and improve service models through AI.
Cautious Stakeholders
Some may worry about job displacement due to increased automation.
AI for Talent Attraction and Retention
Proponents of AI Expansion
GCCs are focusing on reskilling (71%) and niche hiring (63%) to attract and retain talent.
Cautious Stakeholders
There may be concerns about the availability of skilled AI talent in the market.
AI for Enhanced Cybersecurity
Proponents of AI Expansion
GCCs are improving third-party data access monitoring (60%).
Cautious Stakeholders
Only 7% have a fully embedded Centre of Excellence for cybersecurity, indicating room for improvement.
- AI Investment
- 58% in Agentic AI, 83% in Generative AI
- AI Application
- Customer service (65%), finance (53%), operations (49%)
- Innovation Teams
- 67% of GCCs creating dedicated teams
- Global Decision-Making
- 52% holding shared accountability
- Critical Responsibilities
- Global strategy leadership (45%), leadership pipeline development (35%)
Sources
58 pc GCCs in India investing in Agentic AI, 67 pc creating dedicated innovation teams
58% Of India's GCCs Move Towards Agentic AI Experimentation: EY Report
GCCs in India ramp up GenAI and niche hiring as end to end ownership grows: EY report
58% of India’s GCCs invest in agentic AI as innovation mandates expand sharply: EY Survey
