At Day 1 of Bengaluru Tech Summit 2025, the panel on “Redefining Global Business Through GCCs – The Value Matrix” brought sharp clarity to how Global Capability Centres are reshaping enterprise value in an AI-led world. The conversation converged on one central idea: technology now permeates every layer of the value chain — and GCCs are no longer support engines but outcome owners.
Panel Overview
Moderator:
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Bhaskar Verma, Regional Director – South, NASSCOM
Panelists:
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Kaushik Das, Managing Director, JCPenney
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Amit Karla, MD & Head, Swiss Re GBS
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Kalavathi G V, Executive Director & Head, Global Development Centre, Siemens Healthineers
A recurring theme across the panel was that customer satisfaction has become the ultimate north star, while cost efficiency and productivity — once the primary mandate of offshore centres — have now been reduced to basic hygiene.
Kalavathi illustrated this shift through the lens of healthcare. The pandemic accelerated digital acceptance, collapsing innovation cycles. Today, the focus is on hardware-led precision and AI-supported decision-making. Their AI Radiology Companion assists clinicians in interpreting images by bringing together data analytics, clinical expertise, and UX design into a single value stream. “We measure impact by how quickly we reach patients and how meaningfully we improve clinical outcomes,” she noted. She also highlighted their Generative AI Centre of Competence, reinforcing the role of GCCs as hubs of advanced capability building.
Bringing in a global enterprise viewpoint, Amit emphasized alignment with the CEO’s agenda. Earlier, the “let a thousand flowers bloom” approach encouraged experimentation, but today’s mandate demands sharper outcome orientation. He noted that the line between headquarters and GCCs is dissolving — “In reality, it distorts the one-team culture. There is no HQ vs GCC anymore.” With AI investments under scrutiny, the expectation is clear: demonstrable ROI.
Kaushik underscored that true value emerges when GCCs take ownership of business outcomes, not just capabilities. He spoke about how their centre increasingly influences core operational decisions — a sign of rising maturity and trust. Preparing for AI readiness, he added, requires a balanced focus on skills, organisational culture, and the right technology foundations, not just tools.
Across the discussion, one message stood out: the GCC of tomorrow is not an enabler — it is a co-architect of business transformation.
GCC Pulse was proud to be one of the media partners for the Bengaluru Tech Summit 2025.
Also read: Deepening Techno-Functional Excellence: How U.S. GCCs Are Evolving from Enablement to Innovation
About Bengaluru Tech Summit (BTS) 2025
BTS is Asia’s premier technology and innovation event, organised by the Department of Electronics, Information Technology, and Biotechnology, Government of Karnataka, in partnership with the state’s ecosystem stakeholders. The 28th edition was held from 18–20 November 2025, with a theme FutuRise” — encouraged participants to imagine, innovate, and build for the next decade of technological progress.
