Enterprises to Boost AI and Data Analytics Skills in Global Capability Centers, ISG Study Reveals

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A new study by Information Services Group (ISG) finds that enterprises plan to leverage AI in their global capability centers (GCCs) to take on higher-value work and drive innovation, with a focus on upskilling staff in AI and data analytics.

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AI and Data Analytics Skills to Drive Innovation in Global Capability Centers

A recent study by Information Services Group (ISG) reveals that enterprises are planning to significantly boost their AI and data analytics capabilities in Global Capability Centers (GCCs). The ISG Market Lensâ„¢ 2025 Global Capability Centers Study, which surveyed 200 executives from G2000 enterprises in the Americas and Europe, highlights a shift in GCC staffing strategies towards higher-skilled work and expertise

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Key Findings of the Study

The study reveals several important trends in the evolution of GCCs:

  1. Skill Shift: 39% of respondents expect to see more AI and machine learning skills in their GCCs, while 23% anticipate growth in data science and analytics capabilities

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  2. Automation Impact: There's an expected decline in manual tasks (22%), business process support (19%), and project management and administration (15%) within GCCs

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  3. Investment in AI: 50% of enterprises plan to expand their GCC service portfolios over the next two years, with accelerated investments in AI to support a 10% expansion in work throughput

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  4. Funding Allocation: The typical AI investment for 2025 is approximately $1 million, with about 20% of GCCs investing $5 million or more

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Challenges in AI Adoption

The study also identified key challenges in adopting generative AI in GCCs:

  1. Data quality (41% of respondents)
  2. Demonstrating return on investment (36%)
  3. Business integration challenges (36%)
  4. Organizational change management (34%)
  5. Talent availability (32%)

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Expert Insights

Alex Bakker, ISG distinguished analyst and co-author of the study, noted, "Organizations are investing in GCCs to reduce costs and access skilled talent that can drive innovation. They see AI as a way to automate both complicated and basic tasks so they can get more output and ROI out of their GCCs"

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Michael Dornan, principal analyst and co-author, emphasized the importance of tailored AI solutions: "As AI adoption matures, organizations are recognizing that AI tools built around specific business, domain or process information have a greater impact than off-the-shelf tools"

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Implications for the Future

The findings suggest a significant shift in the role of GCCs, moving from primarily labor arbitrage to centers of innovation and high-value work. This transition is expected to drive greater productivity and innovation within enterprises, leveraging AI and data analytics to automate tasks and enhance decision-making processes.

As organizations continue to invest in AI and upskill their workforce, the landscape of global capability centers is set to evolve, potentially reshaping the global IT and business services industry in the coming years.

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