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A significant majority of India’s Global Capability Centres (GCCs) have transitioned from experimenting with Artificial Intelligence (AI) to enterprise-scale adoption, with 58% of centres currently investing in Agentic AI and another 29% planning to scale up over the next year, according to the EY India GCC Pulse Survey 2025.

Key Findings

– Agentic AI Adoption: GCCs are applying Generative AI (GenAI) to enhance customer service (65%), finance (53%), operations (49%), and IT and cybersecurity (45%).

– Business Intelligence: Adoption has increased to 86% from 80% last year, while data strategy has risen to 67% from 51%.

– Innovation Hubs: Two-thirds of GCCs (67%) are creating dedicated innovation teams and incubation programs to generate, test, and globalize ideas from India ¹.

GCCs’ Strategic Priorities

– Digital Transformation: 61% of GCC leaders cited digital transformation as their top focus area, followed by reducing costs (54%) and expanding functional scope (51%).

– Budget Allocation: GCCs are allocating 25% of their budget to technology and transformation, followed by talent and workforce development (23%).

Talent Development and Cybersecurity

– Reskilling: 71% of GCCs prioritize reskilling, while 70% focus on tech-led growth.

– Upskilling: 81% of GCCs are upskilling internal teams on GenAI.

– Cybersecurity Maturity: Most GCCs operate at a moderate level of cybersecurity maturity, with only 7% having a fully embedded Center of Excellence.

Regulatory Concerns

– Transfer Pricing: Remains a key concern for GCCs at 63%, unchanged from 2024.

– Compliance Complexity: Concerns have risen to 42% from 32% in 2024