AI is changing how work gets done. The bigger question is whether our operating models are changing with it. This session challenges traditional assumptions about functions, delivery models, governance, and workforce design, and explores how GBS leaders can orchestrate people, agents, platforms, and partners around end-to-end value streams, unlocking productivity, capacity, and better enterprise outcomes. Moving beyond fragmented automation initiatives, this approach enables organisations to build cross-functional workflows, unlock strategic value, and create adaptive, insight-driven operations.

• Value-centric transformation: How GBS can drive strategic value creation by combining human expertise with AI-driven capabilities and focusing on end-to-end business outcomes rather than functional silos.

• Seamless orchestration: Moving beyond isolated automation to orchestrate people, agents, platforms, and partners across integrated workflows that accelerate decision-making and execution.

• Measuring what matters: Shifting from traditional efficiency metrics to a broader definition of value, including productivity, effectiveness, capacity released, growth enabled, and stakeholder experience.

• User experience excellence: Prioritising critical moments that matter, delivering personalised and intuitive experiences for employees, partners, and stakeholders

Economic uncertainty, geopolitical risk, rapid digital change, and talent disruption are testing traditional GBS models like never before. Rigid structures, limited flexibility, and over-reliance on people and locations are no longer sustainable. In this panel discussion, experts will explore how leading GBS organisations are redesigning operating models, across structure, locations, technology, and talent, to become faster, more resilient, and ready for whatever comes next.

• Drive faster response to change by shifting from rigid silos to modular, end-to-end service models

• Build operational resilience through diversified locations, talent pools, and sourcing strategies

• Scale services on demand by embedding automation and AI at the core of the operating model