In the past 12-18 months, several GICs have steadily scaled up automation adoption and have started emerging as key strategic entities for enterprises. In fact, many GICs today house the global automation Center of Excellence (CoE), which drives several initiatives across the enterprise. Successful GICs have addressed challenges such as shortage of skilled automation talent, change management issues, and lack of leadership buy-in, and forged ahead in their journeys. Many GICs have also demonstrated they can generate revenue impact through automation initiatives.

This report captures GICs’ automation adoption trends and challenges faced when scaling up automation solutions. In particular, it provides:

• An overview of automation adoption across GICs
• The evolving role of GICs when scaling up automation adoption
• Key challenges faced by GICs in this journey

The report also showcases 10+ examples of maturity achieved by GICs across areas such as talent, CoE management, and advanced automation solutions such as Artificial Intelligence (AI) and Machine Learning (ML). Our research is based on extensive interactions with senior leaders from 100+ GICs, third-party service providers, and automation technology vendors.