ISG to Study Global Capability Center Service Providers

Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining how service providers are enabling global capability centers (GCCs) to evolve from traditional, shared services focused on transactions into AI-enabled, connected business platforms to boost innovation, revenue growth and business value.

The study results will be published in a comprehensive ISG Provider Lens report, called Global Capability Center (GCC) Services, scheduled to be released in March 2026. The report will cover companies offering GCC design and setup services and optimization and enhancement solutions.

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

The rapid evolution of AI is prompting enterprises to reposition GCCs as strategic hubs for digital innovation and enterprise transformation. Companies are adding autonomous integration and predictive insights into their GCC operations. Service providers help to enable this shift, offering essential expertise, technology frameworks and delivery models. With these resources, organizations can modernize legacy functions and accelerate AI adoption in GCCs for increased agility, efficiency and long-term value across their global operations.

“Service providers are now integral to how enterprises design and scale their GCCs,” said Namratha Dharshan, chief business leader, global at ISG. “They help organizations build resilient operating models, develop talent and embed AI-based capabilities that enable efficiency and innovation.”

ISG has distributed surveys to approximately 70 GCC service providers. Working in collaboration with ISG’s global advisors, the research team will produce two quadrants representing the typical GCC services and solutions organizations are buying, based on ISG’s experience working with its clients. The two quadrants are:

• Design and Setup, evaluating providers that help enterprises design, establish and operationalize new GCCs. These providers assess the suitability of captive or hybrid models, build strong business cases and recommend locations by balancing cost, talent and resilience. They also support operating model design, regulatory compliance and digital-first integration for sustained strategic alignment.
• Optimization and Enhancement, assessing providers that help enterprises scale, modernize and transform existing GCCs into globally integrated, AI-enabled business platforms. These providers are assessed on their ability to design, build and maintain robust digital platforms and manage large- and medium-scale digital and process transformations across various industries.

The report produced from the study will cover the global GCC service market and examine products and services available globally. ISG analyst Gaurang Pagdi will serve as lead author of the report.