Chapter 5E analyzes demographics, spending, staffing, and innovation metrics for retail and consumer packaged goods (CPG) Global Competency Centers (GCCs). These centers support IT, digital commerce, analytics, engineering research and development (ER&D), business process outsourcing (BPO), and shared services across markets, channels, and brands. They are evolving from centers focused on high-volume, repeatable work into hubs whose mandates reflect the business’s operating cadence, while priorities shift toward GCC economics, workforce composition, delivery mix, and contribution to innovation amid margin pressure, channel fragmentation, promotional intensity, input cost volatility, and competition for specialized talent. The survey includes 21 retail and CPG respondents spanning centers with different mandates, scales, and maturity levels.
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