Overcoming AI Adoption Challenges in GBS Enterprises
Strategies for GBS, GCCs, and Shared Services to tackle AI adoption using a unified platform approach

Global Business Services (GBS) and Global Capability Centers (GCCs) are undergoing significant transformation due to evolving customer expectations and seismic technological disruption. No longer seen as mere back-office support systems, these entities are evolving into strategic partners pivotal to an organization’s digital transformation and AI innovation. Historically, GBS and GCCs were established primarily to harness talent and reduce operational costs by establishing offices in low-cost markets, such as Southeast Asia, Eastern Europe, and South America. However, the narrative is evolving; GBS and GCCs are now changing into engines of innovation, shifting from cost arbitrage models to value-driven transformation hubs.

Yet many GBS units rely on legacy service models, siloed AI pilots, and fragmented solutions. Especially concerning AI implementation, most organizations still seem to be in the “exploration zone”. According to a survey conducted by SSON, 65% of GBS organizations have yet to complete a generative AI project, with most still in exploratory or pilot phases.

How can GBS organizations unlock the true power of AI? How can they reimagine the GBS operating model, overcoming functional barriers, siloed processes, legacy systems, and others? Some of these key challenges are highlighted below.

Challenges of Current AI Adoption Approaches

The Future: Embracing a Strategic, AI-First Approach

GBS leaders must embrace an AI-first strategy, transitioning from fragmented process improvement to unified, autonomous operations. Moreover, they must challenge traditional thinking, prioritize incremental improvements, and rethink AI implementation. This is where embracing a holistic, platform-led approach, like EdgeVerve AI Next, comes in.

GBS leaders leveraging this model will future-proof their operations against AI disruptions and reshape value creation across their enterprises and ecosystems.

Do you wish to embark on your AI-first transformation journey?

Download our latest report, created in collaboration with SSON, for more insights into becoming an AI-first GBS!

Unlocking AI-First GBS Future: Insights from Industry Leaders’ Roundtable Featuring leaders from Consumer, Logistics & Travel

Global Business Services (GBS) is currently at an inflection point with unprecedented opportunities unlocked by AI technologies. AI is fast becoming the future of GBS technology-led transformation, and organizations that can adopt and adapt to an AI-first approach will undoubtedly accelerate their digital transformation and business growth. GBS leaders recognize that AI technologies, such as GenAI, can transform service delivery models, fuel growth, and drive substantial value. Hence, many of them are already making significant investments in AI. However, they are not turning into the proportional value that the AI-first approach could deliver.

But what does it mean to be AI-first in today’s rapidly evolving technological landscape?

In a recent roundtable discussion on “AI-Driven Transformation for Global Business Services (GBS),” organized by EdgeVerve, industry leaders from finance, travel, consumer goods, procurement, and logistics gathered to share insights on implementing AI solutions. They also shared their expectations regarding the transformative role of AI in business operations. Let’s explore what these GBS leaders seek from AI. While the blog primarily captures insights shared by leaders from specific industries, most of the shared insights might also find applicability and value beyond their industries.

What do GBS leaders in the Consumer, Logistics, and Travel Sectors Seek to Gain from AI?

Looking ahead: AI transformation is inevitable

While cost optimization remains a top priority, GBS leaders are keen to harness the power of AI to transform operations, redefine workforce roles, and enhance operational efficiency to thrive in an increasingly evolving and competitive GBS landscape. That being said, the differentiator is not just technology but how organizations adopt and adapt to it (e.g., point solutions vs. platforms). Early AI adopters can gain a competitive advantage and achieve their transformation goals at speed and scale, provided they effectively embrace AI.

Want to learn how an AI-first approach can help you accelerate your transformation journey?