GBS Under Pressure: Three Practical Shifts
Three practical shifts leaders should make while keeping the business running
For years, the Global Business Services (GBS) model has evolved by improving efficiency, standardizing processes, consolidating work, and lowering costs. Many organizations have made significant progress, but most are far from having completed their journey.
Based on SSON Research & Analytics’ market surveys, ScottMadden insights, and conversations with industry leaders, three significant shifts are emerging and require immediate action. This report outlines these shifts and offers practical, incremental adjustments you can make to ensure GBS is aligned with new expectations while keeping the business running.
Key Takeaways:
Shift from transactions to problem-solving: As AI automates routine work, GBS teams must focus on judgment, root-cause analysis, and proactive problem resolution. The opportunity is to prevent problems rather than simply process them faster.
Measure business impact, not just efficiency: Cost savings, cycle times, and SLAs remain important, but GBS leaders must demonstrate broader enterprise value through outcomes such as working capital, customer experience, risk reduction, and business performance.
Build capabilities, not just AI solutions: Technology alone will not drive transformation. Organizations should prioritize improvements that strengthen skills, governance, data, and operational capacity to build a foundation for continued modernization.
