The evolution of GCCs in India has taken place primarily based on cost arbitrage and labour arbitrage. Over the last four years, while the economic slowdown challenged industrial and economic growth globally, the revenue generated from GCCs in India grew at 9.8% CAGR.
Customer experience (CX) has often been a critical factor behind this GCC growth, though this aspect often does not get highlighted. An enhanced level of CX has more often than not helped several GCCs to maximize their efficiencies, foster innovations, and bolster strategic values. Numbers show a 32% improvement in CSAT scores and 27% revenue growth for GCCs leveraging AI for their CX.
Nevertheless, challenges persist with GCCs in their attempts to enhance CX. There are lots of new tools, especially AI-enhanced, but fragmented customer journeys still persist in many GCCs mainly due to disconnected systems, siloed teams, and inconsistent data.
Unfortunately, every disjointed experience leads to the particular GCC incurring additional costs. Not only costs, but frustrated customers, overworked employees, and consequently missed growth opportunities are other fallouts of a botched CX roadmap for a GCC.
GCCs that are keen to overcome these CX implementation and deployment challenges and take customer satisfaction to newer levels should join the select group of CX & IT leaders from GCCs for an exclusive evening roundtable organized by Zoom, the global leader in business collaboration, in conjunction with CXO Media on November 27th, 2025 at Hyderabad.
General Manager and Head
India & SAARC Region
Manager-Solution Engineering- India
Head of Enterprise Business
India & SAARC Region