AI-led Generative Business Services: The Future of Global Business Services (GBS)

HFS Research, in collaboration with Capgemini, reveals a game-changing shift from traditional cost-focused models towards AI-driven generative business services.

The traditional focus of global business services (GBS) on cost reduction and operational efficiency needs to evolve. The future demands a shift from transactional activities to an integrated, value-driven approach, leveraging data as a strategic asset to create competitive advantage.

The future of GBS is about growth, innovation and enterprise-wide transformation where we see generative business services creating a connected, frictionless enterprise and becoming a strategic powerhouse that aligns with the priorities of the business.

In this paper – filled with data points and insights gathered from interviewing over 500 global business leaders – we’ll provide the roadmap which considers strategic alignment, relentless innovation, and proactive talent management as the keys to success.

GBS has the potential to transform from a traditional operational role to a dynamic innovation capability orchestrator. By leveraging advanced technologies, fostering cross-functional collaboration, and driving date-driven decision-making, GBS can lead the charge in driving innovation, creating new value, and ensuring the organisation remains competitive in a rapidly evolving business landscape.

“The future of Global Business Services (GBS) is here, and it’s time to disrupt or get disrupted. GBS must evolve into AI-led Generative Business Services. This isn’t just about adopting new tech; it’s about transforming data into a powerhouse of strategic value”

 – Oliver Pfeil, CEO, Capgemini Business Services

Contact Business Services To learn more, contact Capgemini’s Business Services at businessservices.global@capgemini.com