Advances in artificial intelligence (AI) in the form of generative AI are other factors that will influence the future of GCCs in India, says Sunil Gopinath, CEO of Rakuten India, the Indian unit of the Japanese ecommerce, internet and telecom group Rakuten.
Gopinath is also executive officer at Rakuten Inc. And he oversees some 2,000 people delivering software development and innovation from Bengaluru for Rakuten’s internet businesses. A separate team works on the telecom side. Overall, Rakuten has close to 4,000 people in India.
The use cases of AI that can come out of India’s immense scale and diversity will be globally relevant, he says. These AI applications have to work for a billion people and address diversity of language, culture, physical distance and location, and so on. “So, anything we build for India, just the experiences that the team here gets from doing that for AI… that can be easily translatable to anywhere else in the world,” Gopinath says, be it Mexico or South America, or South Africa.
In the process, India will develop so much expertise in AI that even though the US has taken the lead with companies such as OpenAI, over the next few years, because of its talent base, “India has an opportunity to leapfrog”. And within the GCCs, the knowhow that’s generated will be relevant for the parent company’s global business, he adds.
Therefore, Gopinath sees today’s mature GCCs evolving further to take greater ownership of products. “Over time, we will mature to the point where, within the company, for services that we provide to the company, there will be a lot of ownership of the products.”
This will mean that in the foreseeable future, product definition, business strategy and even execution, R&D and implementation, “everything will be done from here”. Sales can happen wherever the market is, be it the US or Japan or China or Taiwan, he says.
This all makes sense because the experience has reached a point where there’s no need to break down one product portfolio into multi-site development, which has its own challenges. Eventually organisations with mature GCC experience will decide on clear product lines that can be delivered end-to-end from India or China and so on, he says.
Another “transformation” is illustrated by Rakuten’s experience with its SixthSense platform. This is a “unified observability platform” which helps businesses monitor their cloud infrastructure and software. Rakuten India played a key role in developing this, initially for internal use, but now even in India several external enterprise customers are using it.
“This opens up a fantastic frontier for us, where products will be built ground-up from India. It’s almost like an intrapreneurship opportunity,” Gopinath says.
https://www.forbesindia.com/article/leadership/...tes-exports/95332/1
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