Perspectives on the trends, technology and transformation shaping GCCs and IT services.
Point of viewGCCs in India
Parents no longer judge their India centres on headcount and rate cards. They want outcomes they can see — products owned, controls that hold, AI that pays back. That shift is as much a data problem as a talent one.
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Point of viewAI in capability centres
Service desks measure SLAs after the fact. The same ticket data, read by a handful of well-chosen models, tells a team lead which tickets will breach while there is still time to act.
Point of viewGoverning AI
A dashboard can be green while the service is not. Pauses without customer contact, closures bunched before reporting dates, changes that skip the CAB and leavers who keep access are rarely found by sample-based audits. Testing every record changes that.
Sourced figures from our latest research. Each links to the insight that puts it in context.
1 insight
Point of viewGCCs in India
Parents no longer judge their India centres on headcount and rate cards. They want outcomes they can see — products owned, controls that hold, AI that pays back. That shift is as much a data problem as a talent one.
Point of viewAI in capability centres
Service desks measure SLAs after the fact. The same ticket data, read by a handful of well-chosen models, tells a team lead which tickets will breach while there is still time to act.
Point of viewGoverning AI
A dashboard can be green while the service is not. Pauses without customer contact, closures bunched before reporting dates, changes that skip the CAB and leavers who keep access are rarely found by sample-based audits. Testing every record changes that.
Point of viewGoverning AI
Access requests are one of the most repetitive jobs in any capability centre — and one of the riskiest to automate. The answer is not to avoid agents, but to design them so that nothing is granted without a named approver and everything is logged.
Point of viewShared services
Migrating finance processes to an India centre is usually planned as a people and systems move. The part that decides success is the data: how reports keep flowing while everything underneath them changes.
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ML, copilots and agents across IT operations and shared services.
All 1 insight →Controls, access and evidence for agents that act.
Point of viewAI in capability centres
Service desks measure SLAs after the fact. The same ticket data, read by a handful of well-chosen models, tells a team lead which tickets will breach while there is still time to act.
Point of viewGCCs in India
Parents no longer judge their India centres on headcount and rate cards. They want outcomes they can see — products owned, controls that hold, AI that pays back. That shift is as much a data problem as a talent one.
Point of viewGoverning AI
Access requests are one of the most repetitive jobs in any capability centre — and one of the riskiest to automate. The answer is not to avoid agents, but to design them so that nothing is granted without a named approver and everything is logged.
Point of viewGoverning AI
A dashboard can be green while the service is not. Pauses without customer contact, closures bunched before reporting dates, changes that skip the CAB and leavers who keep access are rarely found by sample-based audits. Testing every record changes that.
Point of viewShared services
Migrating finance processes to an India centre is usually planned as a people and systems move. The part that decides success is the data: how reports keep flowing while everything underneath them changes.
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