In today’s seamless retail experience, Global Capability Centres (GCCs) are doing more than just backend work—they’re powering innovation, personalization, and speed.
Once viewed as support hubs, GCCs now drive omnichannel strategy, predictive supply chains, and AI-enabled personalization. India leads globally with over 1,900 GCCs – 70+ focused on retail, employing 85,000+ professionals.
This booming sector is expected to contribute to 40% of office space demand by the end of 2025.
Why GCCs Matter Now
- Hyper-personalization: Advanced analytics help tailor shopping experiences in real time.
- Omnichannel continuity: GCCs ensure customer journeys flow across online and in-store platforms.
- Faster innovation: Product development timelines shrink with agile innovation labs.
- Predictive supply chains: Improved demand forecasting means fewer stockouts.
Economic Edge
GCCs cut cost-to-serve by up to 25%, boost revenue per employee, and accelerate innovation cycles by 20–30%. Efficiency gains also reduce waste and improve inventory accuracy.
Real Examples
- Walmart Global Tech uses AI to optimize delivery, cutting logistics costs by 15%.
- Adidas enhances inventory turnover through centralized digital operations.
- Reliance Retail delivers smoother omnichannel experiences with GCC-driven systems.
Strategic Playbook
Retailers must build capability-first GCCs, adopt cloud-native and secure data architectures, and form collaborative ecosystems with startups and academia.
These centres are key to sustainable innovation, where success is measured by IP creation, agility, and environmental impact.
