Unlocking Full Enterprise Value with AI-First GBS

The Platform-Led Future of Shared Services Starts Now

Global Business Services (GBS) and Global Capability Centers (GCCs) are at a pivotal inflection point. Once seen as cost-saving back offices, they are now being reimagined as strategic engines of transformation and innovation. This shift has only been amplified by the digital revolution, as transformative tools, such as AI, have never been more prevalent. 

Yet, despite the excitement around AI, 65% of GBS organizations have yet to complete a generative AI project, highlighting a massive opportunity for change.

This SSON report, developed in collaboration with EdgeVerve, offers a comprehensive roadmap to help GBS leaders move beyond incremental automation and toward AI-first enterprise transformation. Discover how technologies like Agentic AI are redefining what’s possible in global operations and how to harness them to achieve long-term value.

Featuring expert insights from EdgeVerve and SSON Research & Analytics, this report brings together the latest data, case studies, and strategic recommendations for future-thinking leaders. Learn how top organizations are deploying unified AI platforms to evolve their GBS functions into innovation hubs.

Key Topics

• The Shift from Incremental to Transformational AI: Why function-specific automation no longer delivers and what a platform-led strategy can unlock.
• Agentic AI is the Next Frontier: Explore how Agentic AI drives autonomous operations and decision-making.
• Overcoming AI Implementation Challenges: Insights on data quality, integration complexity, governance, and securing executive buy-in.
• Real-World Case Studies: How global enterprises used unified AI platforms to save over 1 million hours, realize 20x ROI, and scale automation by 60%+.
• Step-by-Step Roadmap: From defining the right model to preparing data and scaling across functions, this report offers a playbook for transformation.

Readers will walk away with a strategic blueprint for transforming GBS from a cost center into a value engine; leveraging platform-led, Agentic AI-powered operations to drive agility, ROI, and enterprise innovation.