ÎÚÑ»´«Ã½

Skip to Content
Business operations

AI-led generative business services: The future of Global Business Services (GBS)

HFS Research, in collaboration with ÎÚÑ»´«Ã½, 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 valueâ€

 â€“ Oliver Pfeil, CEO, ÎÚÑ»´«Ã½ Business Services

To learn more, contact ÎÚÑ»´«Ã½â€™s Business Services at businessservices.global@capgemini.com

Meet our experts

Oliver Pfeil CEO, ÎÚÑ»´«Ã½â€™s Business Services

Oliver Pfeil

CEO, ÎÚÑ»´«Ã½'s Business Services
As ÎÚÑ»´«Ã½’s Business Services CEO, Oliver collaborate with clients for operational transformation and tangible business outcomes. In his 20+ years at ÎÚÑ»´«Ã½, 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.

David Lumley

Global Head of IFAO Practice, ÎÚÑ»´«Ã½â€™s Business Services
David leads a global team who are passionate about finance and accounting (F&A) in ÎÚÑ»´«Ã½. 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.