Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

Over the course of my three decades of experience, I have led digital transformation initiatives across global enterprises, including GE, JSW, Vedanta, and Essar, for over two decades. My roles have spanned Chief Digital & Information Officer positions where I built large-scale Global Capability Centers (GCCs), implemented predictive maintenance and Industry 4.0 solutions, and scaled enterprise-wide transformation programs.

Currently, I am the Founder & CEO of Black Moon Advisory & Consulting, advising boards, CXOs, founders, and investors on digital strategy, GCC growth, and Industrial AI adoption.

I also serve as a Non-Executive Director at Inextricable Group and am forming an Industrial Startup Consortium that unites AI and Industry 4.0 startups to deliver integrated solutions across the manufacturing, energy, and supply chain sectors. My expertise lies in bridging digital vision with measurable business outcomes.

 

Q2. How are AI-enabled GCCs transforming value chains and customer experience management to create competitive advantages in key global markets?

AI-enabled GCCs are shifting from transactional support hubs to value creation centres. By embedding AI into supply chain forecasting, customer interaction, and operational optimization, they enable enterprises to achieve real-time adaptability in global markets.

For example, GCCs today not only manage back-office processes but also deliver predictive insights that anticipate disruptions, optimize inventory, and personalize customer engagement. This shift positions GCCs as strategic enablers of resilience, efficiency, and differentiated customer experience — creating sustainable competitive advantage.

 

Q3. What emerging AI technologies are most impactful in redefining GCC capabilities to drive innovation and measurable ROI for multinational corporations?

Several technologies are redefining GCCs:

Agentic AI

Automating routine tasks and orchestrating workflows through AI agents.

Digital Twins

Enabling real-time simulation of plants, supply chains, and customer journeys.

Generative AI

Accelerating software development, content creation, and knowledge management.

Predictive & Prescriptive Analytics

Driving tangible ROI in logistics, procurement, and workforce optimization.

These tools are allowing GCCs to transition from cost arbitrage to innovation-driven value hubs that accelerate enterprise transformation.

 

Q4. Which emerging market risks and regulatory trends pose the greatest challenges to scaling AI-driven GCC operations globally, and how can these challenges be effectively managed?

The biggest risks include data localization laws, increasing scrutiny around AI ethics and bias, and the rising cost of cybersecurity. In addition, over-dependence on a few hubs creates concentration risk.

To manage these, leading organizations are:

• Adopting federated data architectures for compliance
• Creating AI governance frameworks aligned with OECD/EU guidelines
• Embedding cyber-resilience into workflows
• Pursuing multi-hub GCC models to spread geographic and talent risks
   

 

Q5. How have AI-driven Global Capability Center initiatives measurably enhanced customer satisfaction and retention, or what improvements are anticipated?

AI-driven GCCs have already shown a strong impact:

• AI-powered service desks reduce average handling time by 30–40%
• Personalization engines enhance customer retention by providing tailored experiences
• Predictive service management in industrial sectors enhances equipment uptime, directly driving satisfaction

Looking ahead, GCCs will integrate real-time sentiment analysis and hyper-personalization, extending consumer-grade experiences into complex B2B environments.

 

Q6. What governance frameworks have proven effective in mitigating ethical and operational risks associated with AI adoption in GCCs?

Effective frameworks are those that integrate governance into daily operations rather than treating it as compliance overhead.

Key practices include:

• Establishing AI Ethics Boards for fairness and transparency
• Adopting Responsible AI Playbooks that codify explainability and bias testing
• Creating Digital Councils that bring together business, IT, and GCC leaders for co-ownership of risks
• Embedding compliance automation tools directly within AI workflows
• The best governance frameworks are dynamic, adapting continuously to regulatory and market changes.

 

Q7. If you were an investor looking at companies within the space, what critical question would you pose to their senior management?

The most important question would be:

How is your GCC delivering differentiated enterprise value beyond cost savings, and what measurable outcomes prove this?

This shifts the focus from efficiency metrics to strategic outcomes such as innovation, resilience, IP creation, and customer growth — the true indicators of GCC maturity and investor confidence.