Although Phil Fersht has a point when he states that “GBS is still stuck squarely in the back office”, I agree that something needs to change and now with GenAI there are some wins here.

However, I think the quote needs a bit more context, or just another perspective. To me it’s evident that the traditional Global Business Services (GBS) model is in dire need of transformation, especially with the emergence of advanced AI technologies like #GenAI. The current #gbs model lacks relevance for forward-thinking enterprises, as it primarily focuses on cost and efficiency without fostering meaningful collaboration or career advancement opportunities.

To propel GBS forward into the generative AI era, we must break down silos, empower users to drive efficiency, and embrace the concept of the autonomous enterprise. By leveraging AI agents , or autonomous agents to facilitate collaboration between departments, capture valuable data and ideas, and drive process innovation, we can create purposeful solutions that align with the evolving corporate landscape.

Now some may say “well where are these agents, and do you mean those gpts that OpenAI created?”, no. What I am talking about is what is being worked on by many and will drive massive change in how businesses is done in the very near future. Some companies are already moving this direction and doing so with success. Those same companies were already automation adopters and have massive visibility within their processes.

This HFS Research model shown below 👇 is a great example, that points out some of the key areas to watch for and drive for so that your organization can be “more” ready.

So in the end does GBS need to change? Well I would say any group, team, or organization that is acting on its own behalf be it regional, country, or organizationally will need to change. The future is a collaborative one and one that is purpose driven.

𝗡𝗼𝘁𝗶𝗰𝗲: The views expressed in this post are my own. The views within any of my posts, or articles are not those of my employer or the employers of any contributing experts. 𝗟𝗶𝗸𝗲 👍 this post? Click 𝘁𝗵𝗲 𝗯𝗲𝗹𝗹 icon 🔔 for more!