From AI Pilots to Proof: How GBS Leaders Are Turning AI Into Value

Most shared services and GBS organizations say agentic AI will reshape their operating model, yet only 11% have it live in production, so the real question isn't whether to adopt AI, it's how to move from pilot to proof.

This report breaks down new SSON Research & Analytics survey data on where GBS leaders stand today, including:

• Adoption reality check: 45% of GBS organizations are still piloting agentic AI while 0% report having it fully scaled, revealing the true gap between ambition and execution
• Board pressure is rising: Nearly 40% of leadership teams are pushing to change the operating model, and 74% of GBS leaders expect agentic AI to significantly disrupt current service delivery
• Who owns AI: 54% of enterprise generative AI and agentic AI projects sit outside the GBS function entirely, raising the stakes for GBS leaders trying to claim a strategic seat at the table
• The talent shift: More than a third of organizations expect over 50% of their workforce will need reskilling as AI adoption accelerates, with problem solving and adaptability topping the list of in-demand skills

Read the full report to benchmark your organization's AI maturity against industry peers and get the data you need to turn pilots into measurable enterprise value.

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