The next wave of GBS transformation won't be won by the organizations with the most AI. It will be won by those who understand what AI actually needs to work.

The gap between agentic AI ambition and agentic AI reality isn't the model. It's the layer underneath it. Before an agent can resolve, it needs to know who is asking, what they've already tried, where the request sits in a broader workflow, and whether the action it's about to take is governed and auditable. That's not a catalogue problem. Or a data problem. Or a workflow problem. It's all of them, and most organizations are solving them in isolation.

The engagement layer is where intelligence becomes experience. Get it right and GBS becomes the intelligence hub of the enterprise. Get it wrong and you have a very sophisticated front door that nobody walks through.

Co-hosted by ServiceNow and EY, this session combines strategic perspective, real-world practitioner experience from leading companies, a live demo, and open discussion and Q&A. Not a keynote. A conversation.