Global capability centers (GCCs) are undergoing a profound transformation. Once primarily designed for cost arbitrage, they are now evolving into enterprise centers responsible for innovation, data-led decision-making and AI-enabled delivery. At the same time, GCCs face rising pressure from headquarters to reduce costs while accelerating innovation — a dual mandate that cannot be met by internal capacity alone.
This is where IT service providers become critical. ISG is observing a trend in which service providers are increasingly becoming strategic partners in GCC growth. ISG research shows that over 80% of India-based GCC leaders are open to engaging new service providers in the next two years — significantly higher than their corporate HQ peers. Moreover, 60% of GCCs plan to increase their use of IT services over the same period. In response, service providers are creating offerings specifically tailored to GCCs.
To thrive, GCCs should consider a co-creation operating model with their providers. By shifting to outcome-based commercial models, adopting a portfolio view of build vs. buy and embedding providers into AI and data programs, GCCs can unlock speed, scale and resilience – for both themselves and for the broader enterprise.
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About the author
Namratha Dharshan
Namratha Dharshan leads Global Content for Services within the ISG Provider Lens® program, bringing more than 22 years of extensive research experience with a focus on BPO, GCC, AI and Analytics and CX. The ISG Provider Lens® program is designed to deliver research on service provider intelligence. As part of her role, Namratha directs a global team of analysts and is responsible for content delivery of more than 50 Provider Lens® research reports. She is also a principal analyst, authoring thought leadership and service provider intelligence reports with a strong emphasis on BPO, particularly CX and contact center services, and GCC. Her portfolio also includes horizontal service line reports such as finance and accounting and industry-specific reports for insurance. In addition to her research leadership, Namratha is a member of the Senior Leadership Council for India Research, representing ISG’s India-based team of over 120 research professionals. She is also a co-speaker on ISG’s flagship quarterly ISG Index call, offering insights into the health of the outsourcing industry, with a focus on BPO and GCC.
At ISG, Namratha is the product owner of the Star of Excellence program, an initiative that analyzes enterprise feedback on providers. The CX program recognizes providers that deliver exceptional experiences to enterprise clients.
Namratha is also a strong advocate for women employees. She served for four consecutive years as a judge for ISG’s Women in Digital program and now acts as a regional sponsor. She was instrumental in launching She-Rise, an internship program for women returning to work after childbirth and freshers from college.
