GBS 2025-2026: Value, Talent, Data, Agentic AI,
Prozesse & digitale Ecosysteme im Fokus
Echten Value durch AI Readiness, Datenqualität, Standardisierung der Prozesse und Customer-Centricity. Big 20 Year!

18. - 20. November 2025 | Waldorf Astoria Berlin, Germany

2025 AGENDA

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Muruganantham Thangavel

Director Enterprise Service Management Global Services Robert Bosch GmbH

FOKUSTAG UND WORKSHOPS - Dienstag 18. November 2025

4:30 PM Will a Unified Approach to Enterprise Service Management be the most powerful Force Multiplier for Agentic AI?

Room: Lexington + Madison, Speakers: Deloitte, Bosch, Language: EN

At their core, unified service processes need to be professionally managed:

Standardized & consistently applied across service domains, running on an integrated service management operating model & digital platform.

All services function as one scalable ecosystem delivering friction-free experiences.

AI will not do this for you!

AI will play a significant role in the next chapter for ESM, but be aware:

• AI will not fix broken processes; it scales and accelerates them

• AI will not rewrite your service management playbook; it will simply run it faster in its current state.

• AI is only as good as the signals it gets. Poor tagging data, subpar agent notes, outdated knowledge & escalation rules, etc. – AI will amplify the effects of these.

Together we will explore how to maximize the combined power of ESM and AI.

Finally, a client from a leading Global Business Services organization will showcase how strategically applying Enterprise Service Management enables the successful deployment of agentic AI—delivering tangible value and transformative impact.

Check out the incredible speaker line-up to see who will be joining Muruganantham.

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E-mail: eq@iqpc.de

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IQPC Gesellschaft für Management Konferenzen mbH
Address: Rosenstrasse 2, 10178 Berlin, Germany
Tel: 49 30 52 001 534
E-mail: info@iqpc.de
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