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!