Skip to Content
Web banner - HFS Research The Future of GBS
Business operations

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

Download the report549 KB pdf

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 organization 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

Meet our experts

Oliver Pfeil

CEO, Capgemini's Business Services
As Capgemini’s Business Services CEO, Oliver collaborate with clients for operational transformation and tangible business outcomes. In his 20+ years at Capgemini, spanning various leadership roles globally, he value expert teams and aim to foster talent. Committed to a connected enterprise model, he leverage our operational knowledge and data to support clients in achieving their Net Zero goals.

Pierre-Louis Seguin

Global Sales Officer, Capgemini’s Business Services
Pierre-Louis is proficient in P&L development and management. With over 33 years of business leadership in publicly traded firms at the C- suite level, he possesses a comprehensive management skill set and excels in integrating businesses and guiding global leaders through innovative expansion strategies

David Lumley

Global Head of the Intelligent Finance and Accounting Practice, Capgemini's Business Services
David leads a global team who are passionate about finance and accounting (F&A) in Capgemini. Having worked in F&A consulting and service delivery in a BPO environment for over 15 years, he works with organizations to identify, design, build, and run innovative and market-leading solutions that transform their business operations to drive world-class outcomes.