Indian Global Capability Centres (GCCs) are moving from AI experimentation to enterprise-scale deployment, embedding AI, cloud and analytics across business and product development to drive growth and efficiency.

GCCs combine technology, domain knowledge, and proximity to global teams to test and develop enterprise AI capabilities, accelerating innovation and enabling solutions tailored to real business needs.

The next generation of Indian GCCs could integrate front-office, middle-office, and back-office functions for global enterprises, further embedding India as a strategic centre for enterprise AI and value creation.

Support structures for veterans include veteran-friendly hiring practices, interviewer training, and expanded learning opportunities for veterans and their families, contributing to an inclusive, purpose-driven workplace.

Leadership shifts focus on building adaptable teams through trust and transparency, enabling ownership and accountability, with emphasis on reskilling and upskilling as AI reshapes work.

AI and claims operate under a collaborative model where AI augments human judgment, handling processes and coordination while humans manage care, complex decisions, fraud and strategic oversight.

Customer experience is prioritized to deliver faster, simpler, and more connected support, especially during customers’ difficult times, through proactive and integrated AI-enabled assistance.

Introductory takeaway: Shibu Zacharia describes GCCs evolving from cost centers to strategic contributors, highlighting trust, people development, and responsible AI in insurance claims at Allstate India.

Producing reliable data, governance, and security is essential for moving pilots to production; GCCs help establish operating models, governance, testing standards, and deployment processes for scale.

Allstate India aims to blend high-value human capabilities with AI to deliver superior claims experiences while expanding its GCCs in India within a supportive ecosystem and through veteran talent.

GCC remit expands into engineering R&D, physical AI, robotics, and automation, focusing on creating reusable assets like platforms, data products, models, workflows, and tools for multiple use cases.

India GCC governance and policy impact: Government policies at central and state levels support technology investment, foreign investment, and talent development, while Tier 1 and 2 city infrastructure and connectivity continue to improve.