The Global Capabilities Centre in the Retail and Consumer Goods Market Size was valued at USD 19.1 Billion in 2023. It is expected to grow to USD 76.9 Billion by 2032 and grow at a CAGR of 15.1% over the forecast period of 2024-2032.
Global Capabilities Centres (GCCs), once primarily back-end support units, have evolved into strategic assets for multinational corporations, particularly in the retail and consumer goods sectors. These centers—often located in emerging markets such as India, the Philippines, and Eastern Europe—offer a wide range of services including data analytics, IT support, finance, supply chain optimization, and customer experience management. The global shift toward digital transformation and operational efficiency has positioned GCCs at the heart of innovation and growth for retail giants.
The rapid growth of the Global Capabilities Centre in the retail and consumer goods market is being fueled by the need for agility, data-driven decision-making, and seamless omnichannel customer engagement. Retailers are increasingly relying on GCCs to drive digital adoption, improve supply chain resilience, and build personalized consumer experiences. As these centers mature, they are no longer just cost-saving hubs, but innovation engines that support core business transformation across the value chain.
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Market Keyplayers:
Accenture
Tata Consultancy Services (TCS)
Wipro
Infosys
IBM
Capgemini
Deloitte
Cognizant
HCL Technologies
Genpact
Tech Mahindra
Oracle
SAP
DXC Technology
Atos
Cognizant Softvision
NTT Data
EPAM Systems
L&T Infotech (LTI)
KPMG
Trends Shaping the GCC Landscape in Retail and Consumer Goods
Several transformative trends are defining the next phase of GCC evolution:
1. Digital and Analytics-First Approach
GCCs are shifting focus from transactional processes to high-value functions like advanced analytics, artificial intelligence, and machine learning. These capabilities are enabling real-time demand forecasting, customer segmentation, pricing optimization, and supply chain visibility—key components for success in retail.
2. Consumer Experience Innovation
Retail-focused GCCs are increasingly contributing to consumer-facing innovations such as chatbots, virtual try-ons, loyalty apps, and personalized marketing. With integrated teams working across customer support, digital marketing, and UX design, these centers are helping brands deliver seamless and engaging experiences.
3. Agile and Cross-Functional Operating Models
The traditional siloed approach is being replaced by agile teams within GCCs that combine IT, operations, and business functions. This allows for faster innovation cycles and collaborative problem-solving, especially for e-commerce platforms, omnichannel strategies, and product development.
4. Sustainability and Supply Chain Transparency
With growing emphasis on ethical sourcing and environmental impact, GCCs are now involved in building digital dashboards for sustainability metrics, carbon footprint tracking, and end-to-end supply chain visibility.
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Market Segmentation:
By Industry Verticals
Food and Beverage
Fashion and Apparel
Home Goods
By Customer
Large Enterprises
Small and Medium Enterprises (SMEs)
By Service
Research and Development (R&D)
Supply Chain Management
IT Service
Customer Support Services
Finance and Accounting
Marketing and Sales
Market Analysis
Retail and consumer goods companies are under intense pressure to adapt to rapidly changing consumer behaviors, global disruptions, and economic uncertainty. In this environment, GCCs offer both operational stability and competitive advantage.
In addition to cost efficiencies, organizations cite access to skilled talent, proximity to tech ecosystems, and time-zone advantages as primary reasons for scaling GCC operations.
Moreover, GCCs are enabling companies to achieve faster digital transformation. With embedded AI and data science capabilities, these centers are playing a key role in automating processes, enhancing personalization, and accelerating time-to-market for new products and services.
Future Prospects
The future of GCCs in the retail and consumer goods industry is not just promising—it’s transformative.
Expansion of Strategic Capabilities: GCCs will continue to take on core business functions, including product innovation, business strategy support, and customer intelligence.
Increased Investment in Talent and Upskilling: Organizations are prioritizing learning and development to keep pace with the evolving tech landscape. This includes building expertise in blockchain, IoT, cloud platforms, and cybersecurity.
Rise of AI-Driven Autonomous GCCs: Next-gen GCCs are expected to run independently with self-service analytics, AI-powered insights, and decision-making frameworks that support the headquarters in real time.
Collaborative Ecosystems: GCCs will increasingly collaborate with startups, academia, and government bodies to foster open innovation and drive sustainable growth.
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Conclusion
The Global Capabilities Centre model is becoming an indispensable part of retail and consumer goods enterprises’ global strategy. No longer just back-end support units, GCCs now drive innovation, elevate customer experiences, and improve strategic agility.
As the retail landscape becomes more digital and consumer-centric, the role of GCCs will continue to evolve—becoming vital partners in navigating disruption and sustaining competitive advantage. Organizations that recognize and invest in the strategic potential of their GCCs will be better equipped to lead in a rapidly changing world.
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