GCC AI Impact Series - From Hype to ROI: Realising Enterprise Value From GenAI and Agentic AI in GCCs

Abstract

This white paper explores the adoption and impact of Agentic AI in Global Capability Centres (GCCs) across sectors like Retail, BFSI, Healthcare, and Life Sciences.

Despite significant investments in Generative and Agentic AI, results are uneven due to readiness issues rather than ambition. Through discussions with over 40 CXOs and technology leaders in Bengaluru, Mumbai, and Hyderabad, a pattern emerged: organizations are often moving faster than their platforms and data can support, leading to technical debt. Successful implementations focus on internal productivity gains in developer workflows, enterprise knowledge systems, and complex process orchestration, while customer-facing adoption lags due to regulatory, trust, and accountability concerns. The report challenges the notion that Agentic AI success is about speed or scale, emphasizing the importance of addressing foundational gaps like data fragmentation, process inefficiencies, and governance. The transition in India’s GCC ecosystem is highlighted, moving from delivery engines to accountable owners of platforms, products, and outcomes, with a focus on deliberate, well-governed AI deployment.

Methodology

How vendors were scored

The research was conducted through closed-door conversations with over 40 CXOs and senior technology leaders across Bengaluru, Mumbai, and Hyderabad.

The research was conducted through closed-door conversations with over 40 CXOs and senior technology leaders across Bengaluru, Mumbai, and Hyderabad. The study focused on sectors such as Retail, BFSI, Healthcare, and Life Sciences. Publicis Sapient, in partnership with AIM Research, facilitated these discussions to identify patterns in AI adoption, challenges, and successful strategies. The evaluation approach centered on understanding organizational readiness, governance structures, and the transition from experimentation to impactful AI deployment.