NOT JUST A CONFERENCE. A COMMUNITY.

18 - 21 May 2026 | Estoril Congress Center, Estoril, Portugal

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Anjali Singh

Global Business Services Head Ericsson

Conference Day Two: May 20th, 2026

10:20 AM OPERATIONALISING AI IN GBS TO ACCCELERATE VALUE AND CAPACITY: ERICSSON'S PRACTICAL ROADMAP

Over the past three years, Ericsson GBS has gone through a profound global transformation, with deep AI seamlessly integrated with the technology stack and ecosystem. The journey began with building an integrated help desk, which went on to achieve 55% self-service adoption. A broader GenAI platform strategy has now been implemented to deliver agentic automation and decision intelligence across all functions and processes.

• A practical approach to build an AI-enabled GBS ecosystem - with measurable outcomes

• Achieving 60% automation rates and a 20–30% cost-out trajectory through initiatives like the end-to-end O2C transformation, agentic workflows for accounts payable auto-posting and data standardisation

• Operationalizing AI through COEs, DevOps models and agentic support frameworks that create new roles and skill pathways

• Proving value and expanding capacity by incorporating the marketing hub under GBS

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

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