GCCs are extending GenAI training beyond tech teams: Great Learning’s Ritesh Malhotra

Global Capability Centres (GCCs) in India have transformed from traditional back-office functions into innovation hubs, employing over 1.9 million people and generating $64.6 billion in revenue. Recent surveys indicate that GCCs are prioritising Generative Artificial Intelligence (GenAI) skills and investing in team development. In an interview with TechCircle, Ritesh Malhotra, Enterprise Head at Great Learning, a professional digital and tech learning platform, discusses how GCCs and other sectors are training their workforce in GenAI to enhance customer experiences and improve return of investment (ROI). Edited excerpts:
 
How has the demand for GenAI learning solutions evolved over the last 12-18 months? 

The demand for GenAI learning solutions has surged in recent months as organisations move from basic AI literacy to integrating it into digital transformation strategies for measurable business outcomes. Our approach has evolved to include hands-on, blended learning models with AI labs and real-time problem-solving projects, allowing teams to apply GenAI in ways that maximise business value.
 
What types of AI-related learning solutions are GCCs specifically requesting? 

Companies are increasingly seeking customised learning solutions aligned with specific business objectives. Sectors such as IT/ITES, Banking, Financial Services and Insurance (BFSI), Consulting, and GCCs are particularly interested in tailored modules that address industry-specific challenges at various job levels. This targeted approach enables organisations to deploy AI in revenue-generating areas and streamline ROI measurement.

GCCs are focusing on foundational training for new hires to build essential AI skills, preparing them for AI-driven initiatives. Given their global operations, they also seek advanced training on the strategic implementation of AI in critical areas like finance, supply chain management, and customer support. These solutions promote cross-functional collaboration, allowing both technical and non-technical teams to implement AI aligned with broader business goals.

Additionally, many GCCs, especially in financial services, are investing in leadership development to equip leaders with crucial AI knowledge for guiding transformations. There is also a strong demand for advanced training in GenAI for roles such as AI engineers, data scientists, and solution architects.
 
Can you share examples of tailored learning programs designed to build Gen AI skills for GCCs?

We have developed several customised learning programs to enhance GenAI skills across various industries, each addressing unique challenges and objectives. For instance, we conducted an intensive week-long workshop for senior leaders at a Fortune 500 financial services company, focusing on effectively integrating AI into their business strategies. This empowered executives to navigate AI complexities confidently.

In the finance sector, we partnered with a multinational corporation to offer an 11-month Postgraduate Program in AI and Machine Learning, equipping participants with advanced skills relevant to their roles. Additionally, we are training over 10,000 employees at a Big Four accounting firm in GenAI 101 and delivering a “GenAI Expert Bootcamp” for more than 1,000 AI Engineers, Data Scientists, and Solution Architects. Each initiative reflects our commitment to helping organisations leverage GenAI for innovation and success.
 
How are GCCs using your platforms to expand AI training beyond their technical teams? 

A recent survey by Great Learning found that over 50% of organisations plan to enhance their teams' skills in GenAI by FY25. GCCs are also looking to extend GenAI training beyond technical teams to include roles in Human Resources, Operations, Marketing, and Customer Service, aiming to automate repetitive tasks and improve efficiency. Our training programs provide foundational AI skills that help these teams streamline processes and collaborate effectively with technical teams, ensuring strategic AI implementation across the organisation. Currently, 60% of Great Learning's active clients in sectors like GCC, Consulting, IT, E-Commerce, and BFSI have utilised customised GenAI training solutions for their employees, and this trend is increasing.
 
What strategies do you recommend for organisations wanting to upskill employees in non-technical roles with AI expertise? 

To upskill employees in non-technical roles with AI expertise, organisations should create tailored learning programs that build foundational AI literacy. This includes simplifying AI concepts and demonstrating their application in everyday tasks to make the technology accessible to non-tech teams. Blended learning approaches that integrate practical case studies, hands-on labs, and real-world projects can effectively showcase AI’s impact in areas like HR, operations, and marketing.

Aligning training with business objectives is crucial, enabling teams to understand how AI can enhance decision-making, productivity, and efficiency in their roles.

Finally, fostering cross-functional collaboration by encouraging tech and non-tech teams to work together ensures seamless AI solution implementation across the organisation. Great Learning’s GenAI Academy offers tailored learning paths to equip employees with the necessary skills to leverage AI effectively in their specific roles.
 
What role does personalisation play in developing AI skills in a large workforce? 

Personalisation is essential for developing AI skills in large and diverse workforces. Our GenAI Academy allows companies to tailor learning paths based on job roles, seniority, and business objectives, ensuring relevant and targeted training for all employees, from front liners to executives. This approach drives higher engagement and better ROI, enabling employees to apply AI concepts to their specific tasks and aligning training with organisational goals.
 
Based on your partnerships with enterprises, what AI skills are employers currently prioritising in their workforce?

Employers are currently prioritising a range of AI skills, with a strong emphasis on GenAI, machine learning, data science, and data engineering. Training is increasingly focused on platforms like Snowflake and Databricks, which are crucial for managing data and AI projects. There is also significant interest in advanced education for specialised roles such as data scientists, AI engineers, and solution architects, alongside a growing demand for GenAI awareness programs to equip cross-functional teams with the necessary knowledge and skills.
 
How do you foresee the demand for AI skills evolving over the next 3-5 years, especially with the rapid adoption of GenAI?

In the next 3-5 years, organisations will increasingly seek specialised expertise in natural language processing, computer vision, and model customisation to integrate GenAI into their products and services. This strategic focus aims to enhance customer experience, automate processes, and gain a competitive edge in a rapidly evolving market. The democratisation of AI will also drive the need for non-technical roles, such as product managers and marketers, to acquire foundational AI knowledge.

Overall, the emphasis will shift toward professionals who can blend AI capabilities with industry-specific expertise, making AI skills a critical asset across various sectors. Tech professionals view upskilling as essential for future-proofing their careers. Companies will need to implement training programs that cover both foundational AI knowledge and specialised skills like advanced data analytics, AI-driven automation, and cloud-based AI solutions.