India-based Global Capability Centers (GCCs) are transitioning from AI experimentation to enterprise-scale adoption, according to the latest EY India GCC Pulse Survey 2025. The survey indicates that 58% of centers are currently investing in Agentic AI, while another 29% plan to scale these efforts within the next year. Furthermore, 83% of GCCs are investing in Generative AI (GenAI), with pilot programs rising from 37% in the previous year to 43% in 2025.
The survey highlights that GCCs are strategically deploying GenAI to enhance crucial sectors, including customer service (65%), finance (53%), operations (49%), and IT and cybersecurity (45%). Business intelligence adoption has increased from 80% to 86% year-over-year, while the effectiveness of data strategy has seen a rise from 51% to 67%. Notably, two-thirds of GCCs (67%) are establishing dedicated innovation teams and incubation programs aimed at generating, testing, and globalizing innovative ideas originating from India.
In conjunction with these findings, EY has introduced its Intelligent GCC solution suite, which utilizes AI to develop and scale global capability centers. This suite encompasses four integrated capabilities: designing AI-native GCCs, transforming value chains with autonomous intelligence, cultivating an AI-fluent workforce through role-specific learning, and embedding governance with responsible AI. This initiative builds upon EY’s foundational EY.AI platform and its extensive experience with over 500 GCCs, offering a clearer path for smart centers ready to adopt an agentic operating model.
The survey also reveals that GCCs in India are increasingly becoming key players in global decision-making, with more than half of these centers (52%) sharing accountability for global decisions; another 26% are formally consulted, while 20% are moving towards full ownership of select functions. Significant responsibilities are also emanating from India GCCs, with 45% providing leadership in global strategy and 35% developing leadership pipelines.
Manoj Marwah, Partner and GCC Sector Leader for Financial Services at EY India, stated, “Global enterprises are rethinking how they run their operations. They want simpler models, tighter oversight, and a place where AI, data, and risk teams can operate in sync. Our survey illustrates that this shift is already taking place at GCCs in India. The combination of talent, cross-functional maturity, and an evolving AI ecosystem gives global firms a competitive edge that is difficult to replicate elsewhere. The GCCs established now are set to act as decision centers influencing enterprise strategy regarding risk, new products, and digital transformation.”
Additionally, Arindam Sen, Partner and GCC Sector Leader for Technology, Media, Entertainment, and Telecommunications at EY India, remarked, “GCCs in India have entered a new chapter. The real shift is in creating innovation arbitrage, moving beyond mere cost advantage. They are evolving from single-function delivery teams to multifunctional hubs that integrate AI, data, and R&D with core operations such as IT, finance, and HR. We are also witnessing GCCs transition from curiosity to commercialization in their AI journeys, deploying use cases that fundamentally alter workflow. The next phase of maturity will depend on their effectiveness in utilizing AI to redesign processes, enhance talent, and influence enterprise-level decisions.”
Key findings from the survey reveal GCCs’ strategic priorities over the next year, focusing on digital transformation (61%), cost reduction (54%), and expanding functional scope (51%). Budget allocations show that GCCs are prioritizing technology and transformation (25%), followed by talent and workforce development (23%).
In pursuit of deeper enterprise roles, 92% of centers aspire to provide value beyond cost arbitrage and manage end-to-end processes for global enterprises (87%) in the next year. The dominant operational model remains in-house at 84%, while outsourcing has risen from 8% in 2024 to 12% in 2025, reflecting a strategic choice to engage external partners for non-core responsibilities.
On the talent front, 71% of GCCs emphasize reskilling as part of their core strategy, with 70% targeting tech-enabled growth. Highlighting a shift towards specialized skills, 63% of GCCs are focusing on hiring for niche competencies. Additionally, 81% are upskilling teams on GenAI, while 66% prioritize deep domain expertise. There is an observable decline in attrition rates at GCCs, decreasing from 13% in 2023 to 11% in 2024, and now down to 9% in 2025, indicating the implementation of effective retention strategies.
In terms of risk management, the survey finds that most GCCs operate at a moderate level of cybersecurity maturity, with only 7% possessing a fully embedded Center of Excellence, indicating potential for improved governance. Notably, monitoring of third-party access to data has increased from 44% in 2024 to 60% in 2025, signaling a growing emphasis on managing external risks and enhancing cyber resilience.
Regarding regulatory concerns, transfer pricing remains a key issue for 63% of GCCs, consistent with 2024 figures. However, compliance complexity and data privacy concerns have risen from 32% to 42%. Conversely, challenges associated with Special Economic Zones (SEZ), Software Technology Parks of India (STPI) regulations, labor laws, and double taxation have eased.
