This Everest Group paper analyzes how Global Capability Centers (GCCs) are cautiously embracing generative AI. While 60% are experimenting with GenAI, only 5% have scaled adoption. GCCs face challenges like unclear ROI, data privacy, regulatory concerns, and lack of skilled talent. Early use cases focus on content creation, coding assistance, and document summarization. Leaders are investing in upskilling, partnerships, and GenAI governance to build responsible AI foundations. The paper urges GCCs to adopt a measured approach—balancing innovation with risk—to unlock value while maintaining control and compliance.

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