Upcoming ISG Provider Lens^® report will evaluate providers that help enterprises design, establish and optimize global capability centers

Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining how service providers are enabling global capability centers (GCCs) to evolve from traditional, shared services focused on transactions into AI-enabled, connected business platforms to boost innovation, revenue growth and business value.

The study results will be published in a comprehensive ISG Provider Lens^® report, called Global Capability Center (GCC) Services, scheduled to be released in March 2026. The report will cover companies offering GCC design and setup services and optimization and enhancement solutions.

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

The rapid evolution of AI is prompting enterprises to reposition GCCs as strategic hubs for digital innovation and enterprise transformation. Companies are adding autonomous integration and predictive insights into their GCC operations. Service providers help to enable this shift, offering essential expertise, technology frameworks and delivery models. With these resources, organizations can modernize legacy functions and accelerate AI adoption in GCCs for increased agility, efficiency and long-term value across their global operations.

“Service providers are now integral to how enterprises design and scale their GCCs,” said Namratha Dharshan, chief business leader, global at ISG. “They help organizations build resilient operating models, develop talent and embed AI-based capabilities that enable efficiency and innovation.”

ISG has distributed surveys to approximately 70 GCC service providers. Working in collaboration with ISG’s global advisors, the research team will produce two quadrants representing the typical GCC services and solutions organizations are buying, based on ISG’s experience working with its clients. The two quadrants are:

• Design and Setup, evaluating providers that help enterprises design, establish and operationalize new GCCs. These providers assess the suitability of captive or hybrid models, build strong business cases and recommend locations by balancing cost, talent and resilience. They also support operating model design, regulatory compliance and digital-first integration for sustained strategic alignment.
• Optimization and Enhancement, assessing providers that help enterprises scale, modernize and transform existing GCCs into globally integrated, AI-enabled business platforms. These providers are assessed on their ability to design, build and maintain robust digital platforms and manage large- and medium-scale digital and process transformations across various industries.

The report produced from the study will cover the global GCC service market and examine products and services available globally. ISG analyst Gaurang Pagdi will serve as lead author of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as GCC service providers can contact ISG and ask to be included in the study.

All 2026 ISG Provider Lens^® evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are encouraged to complete this online survey. Participants will receive a copy of this report in return for their feedback.

About ISG Provider Lens^® Research

The ISG Provider Lens^® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.

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Service providers are now integral to how enterprises design and scale their GCCs. They help organizations build resilient operating models, develop talent and embed AI-based capabilities that enable efficiency and innovation.