Now Reading: Tesco India GCC transforms from dashboard to cockpit in 20 years
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Tesco India GCC transforms from dashboard to cockpit in 20 years
Tesco’s India global capability centre has evolved from a basic dashboard into an AI cockpit that now drives decisions across its nearly 5,000 stores worldwide, The Hindu reports. The Bengaluru hub, set…
The Story in Brief
Tesco’s India global capability centre has evolved from a basic dashboard into an AI cockpit that now drives decisions across its nearly 5,000 stores worldwide, The Hindu reports. The Bengaluru hub, set up in 2004 for payroll and customer contact work, has become Tesco’s largest software engineering and analytics centre globally, with around 4,000-5,000 employees.
The centre’s AI algorithms last year helped deliver 670 million personalised offers to about 14-15 million customers through the Clubcard programme. Venkat Raghavan, Group Director for Analytics and AI, said the focus has shifted from cost to value, with India now developing high-end niche capabilities.
The Indian Opinion
News of Tesco’s Bengaluru centre becoming an AI cockpit feeds the narrative that India’s GCCs have shed their back-office tag. That is true for a handful, but most still handle routine tasks. The real test is whether this high-end capability benefits Indian consumers, not just a British retailer’s bottom line. When will a domestic grocer offer a ‘segment of one’ personalisation? That number will settle the question.
Source: thehindu.com
This story was synthesised by AI from the source linked above.
