Shaping The Future of GCCs in 2025

Driving Agility, Intelligence, and Innovation in 2025

The year 2025 marks a defining moment for Global Capability Centers (GCCs) and Shared Service Centers (SSCs). No longer just cost-saving extensions of enterprises, they have evolved into strategic innovation hubs driving agility, efficiency, and digital transformation across global operations.

According to NASSCOM, India continues to be the global epicenter of GCCs, hosting nearly 50% of global centers and generating over $64 billion in revenue (FY 2024). By 2030, the market is projected to reach $105 billion, employing up to 2.8 million professionals.

As emerging technologies like AI/ML, blockchain, and low code reshape the digital enterprise landscape, GCCs must now focus on orchestrating automation, compliance, and innovation — ensuring resilience and readiness for the next decade.

The Three Pillars of Future-Ready GCCs

1. Process-Centricity: Optimize operations, strengthen governance, and improve transparency through digital-first strategies.
2. Technology-Centricity: Drive modernization through AI, low-code, blockchain, and hyperautomation.
3. People-Centricity: Empower the workforce with continuous learning, upskilling, and cross-functional collaboration.

Agile Tech Stacks: The Foundation of Innovation

GCCs are moving beyond productivity and cost optimization to innovation-led transformation. With rapidly changing business landscapes, modern centers are adopting cloud-first, AI-driven, and microservices-based architectures to ensure agility.

What’s Fueling This Trend

• Cloud Infrastructure: Enables scalability and faster deployment cycles.
• AI/ML Platforms: Enhance decision-making through predictive modeling.
• Cybersecurity Tools: Protect critical data in multi-cloud environments.

How GCCs Can Accelerate Change?

• Establish innovation labs to experiment with emerging tech.
• Create a collaboration culture across functions for faster ideation.
• Invest in cloud, AI/ML, and cybersecurity ecosystems to future-proof operations.

According to Deloitte’s 2023 Shared Services Survey, automation remains the top enabler for GCCs striving to enhance value and efficiency.

Beyond Automation: The Power of AI, ML, and GenAI

AI is no longer an efficiency tool — it’s the engine for transformation. GCCs are leveraging Generative AI (GenAI) to unlock predictive insights, streamline operations, and enhance customer experiences.

The GenAI Opportunity

• Smarter Decision-Making: AI-driven analytics predict outcomes and recommend actions.
• Personalized Workflows: GenAI tailors user experiences across customer and employee touchpoints.
• Resilient Supply Chains: Predictive models identify potential disruptions before they occur.

A 2024 EY survey reveals that 70% of GCCs in India have prioritized GenAI adoption, with more than half using it to enhance operational efficiency and customer experience.

Key Action Points for 2025

1. Identify High-Impact Use Cases: Finance, HR, and procurement are ripe for AI infusion.
2. Drive Strategic Integration: Embed AI across systems for cross-functional visibility.
3. Personalize at Scale: Use GenAI to deliver contextual and seamless interactions.

Deloitte forecasts GenAI investments to reach $150 billion by 2027, highlighting its central role in digital enterprise evolution.

Low-Code Platforms: Compliance and Agility in Harmony

In a world of expanding operations and evolving regulations, GCCs face complex compliance challenges. Low-code platforms offer a rapid, secure way to build and customize compliance applications without extensive coding.

The Low-Code Edge

• Accelerates deployment of compliance-driven workflows.
• Enables automated audit trails and real-time reporting.
• Integrates seamlessly with global e-invoicing and financial systems.

The low-code platform market, valued at $24.8 billion in 2023, is expected to reach $167 billion by 2030.

Use Cases in GCCs

• Global e-Invoicing Mandates: Automate tax compliance and regional reporting.
• Supply Chain Diligence: Build audit-ready visibility and vendor tracking systems.
• VAT and Cross-Border Compliance: Simplify e-invoicing and transaction validations.

By leveraging low-code, GCCs can respond swiftly to regional compliance shifts and achieve standardization at scale.

Blockchain and DeFi: The New Frontier in Transparency

Blockchain and decentralized finance (DeFi) are revolutionizing shared services by creating secure, auditable, and transparent ecosystems for financial transactions and document management.

How Blockchain Empowers GCCs?

• Immutable Recordkeeping: Tracks every transaction securely, reducing fraud risk.
• Smart Contracts: Automates payment approvals and settlement workflows.
• DeFi Tools: Enable instant, cross-border financial settlements without intermediaries.

According to PwC, blockchain’s contribution to global economic transparency is projected to exceed $962 billion by 2030, while the World Economic Forum predicts that 10% of global GDP could be tokenized by 2027.

Action Points

1. Implement blockchain-ledgers for tamper-proof records.
2. Leverage smart contracts for faster, error-free transactions.
3. Adopt DeFi platforms for instant, borderless payments.

Datafication and Phygital Experiences: Redefining Engagement

As GCCs manage diverse operations, the integration of datafication and phygital experiences will redefine engagement models.

Datafication converts every business interaction into actionable insights, while phygital experiences bridge physical and digital touchpoints for seamless stakeholder interaction.

Impact on GCCs

• Real-Time Visibility: Data science platforms enable predictive analytics and operational transparency.
• Omnichannel Experience: Combines digital interfaces with physical support to deliver unified journeys.
• Personalization: Tailors services across stakeholders through integrated data ecosystems.

The global datafication market, valued at $393 billion in 2024, is expected to exceed $1.2 trillion by 2034, reinforcing the centrality of data in the digital enterprise.

Workforce Upskilling: The Human Core of Automation

Amid all the technological advancements, people remain the true drivers of change. GCCs must focus on upskilling and reskilling employees to thrive in tech-driven roles.

Priorities for 2025

• Digital Skills Development: Train employees in AI, RPA, data analytics, and cybersecurity.
• Cross-Functional Learning: Encourage mobility and collaboration across business functions.
• Continuous Learning Culture: Implement ongoing mentorship and learning programs to retain top talent.

The future-ready workforce will not only adapt to change but also lead innovation, bridging human creativity with AI efficiency.

The Road Ahead: From Shared Services to Strategic Enablers

GCCs are no longer back-office entities; they are becoming strategic value creators driving digital-first transformation for global enterprises.

How Newgen Enables Future-Ready GCCs

• Unified Low-Code Platform: Enables rapid innovation and automation.
• AI-Powered Process Orchestration: Streamlines operations from procure-to-pay to order-to-cash.
• Global Compliance Enablement: Ensures readiness across geographies and industries.
• Future-Ready Solutions: Combines AI, GenAI, blockchain, and phygital engagement for end-to-end digital maturity.

With 30+ years of experience and operations across 80+ countries, Newgen continues to lead GCCs and SSCs in accelerating transformation — helping them unlock agility, compliance, and innovation.

Lead the Next Wave of GCC Transformation

Prepare your shared services for the future with agility, AI, and automation.