The AI execution gap: What organisations must fix in their global delivery models
By Sumed Marwaha, Managing Director, AHEAD-India
As enterprises accelerate their AI ambitions, a structural gap is becoming increasingly visible across organisations: the gap between AI strategy and execution. Despite significant investment in AI, many organisations have not yet adjusted how AI initiatives are run relative to where delivery actually happens.
In my experience, a familiar pattern plays out. AI and automation programmes are conceived and piloted in the US or Europe, often in innovation teams or corporate functions, while the India-based delivery centres are left out of the early design. Strategy conversations happen between headquarters stakeholders, models are scoped and tools are selected, and only then are the GCCs informed about what will change in their environment.
One recent example from a large global services organisation is instructive. A US-based team was exploring an autonomous service desk and broader ServiceNow automation with stakeholders in the US. The largest delivery footprint...
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