Dinand Tinholt

As Global Business Services (GBS) organizations are expected to deliver faster outcomes, higher productivity, and greater strategic impact, many leaders are reaching the limits of traditional automation and incremental digital improvement. A new inflection point is emerging: agentic AI, where intelligent systems move beyond task execution to proactively manage, coordinate, and resolve work across end-to-end services. This shift represents a powerful opportunity for GBS to accelerate value – not through technology alone, but through smarter operating models.

This interactive workshop session will begin with a short, shared perspective on why agentic AI is relevant now for GBS, focusing on market pressures, talent constraints, and rising expectations from enterprise stakeholders. We will draw on Capgemini’s direct experience partnering with GBS organizations across industries, highlighting how leading enterprises are already leveraging agentic approaches to improve service outcomes, decision quality, and scalability.

The session will then move into interactive breakout discussions with attending clients, centered on four practical acceleration themes. Participants will explore where agentic solutions deliver the highest business value in GBS, including finance, HR, IT, procurement, and customer operations.

We will discuss how to accelerate adoption and trust, addressing change, governance, and workforce readiness. Finally, we will examine how to move from pilots to measurable business impact, using Capgemini’s proven frameworks, reusable assets, and playbooks that help GBS teams shorten time to value and reduce execution risk.

Designed for GBS leaders by GBS practitioners, this session offers peer insights, real-world lessons, and actionable guidance to help organizations move confidently from experimentation to scaled, sustainable value through agentic acceleration.