Global Business Services Strategy: Enabling Enterprise Success With Gen AI

Digital World Class^® global business services (GBS) organizations have moved beyond providing cost reduction benefits to also delivering value and support at the strategic level. Gen AI is at the forefront of this movement. With 89% of enterprises planning to advance Gen AI initiatives in 2025, GBS leaders are at a critical crossroads and must act with urgency to meet enterprise expectations.

GBS organizations play a unique role in driving enterprise Gen AI adoption

Expected deployment levels of Gen AI in GBS functions by 2025

Accelerate your transformation to Digital World Class^® GBS performance

While most companies have adopted a shared services model in some part of their business, few have successfully integrated business services across all or most support functions into a true, Digital World Class^® GBS organization. Where does your organization fall on the GBS capability maturity model?

Based on our extensive research of top-performing enterprises, we understand what it takes to establish and sustain value-producing business services. We view GBS organizations as strategic enablers of business performance by delivering cost-effective and flexible service and operational excellence across finance and accounting, information technology (IT), strategic sourcing and procurement, supply chain, human resources and other functions. And we apply that perspective as we work with GBS organizations at many of the world’s leading companies to define and measure their contributions and raise their capabilities, performance and – ultimately – value.

What makes the difference?

Our GBS strategy consulting covers the entire spectrum of GBS processes and operations. We begin by helping you define the right service delivery model for your business. Then, our experienced team can address any of the strategic and operational dimensions that impact business performance, such as organizational design (including whether and to what extent outsourcing is the “right” answer), business process reengineering, technology and Gen AI enablement, information requirements, and skills and talents.

We can provide the right combination of capabilities, resources and approach to help you identify and adopt Digital World Class^® capabilities and deliver maximum value from your GBS organization:

• Global business services executive advisory
• Global business services benchmarking
• Global business services transformation consulting

Our clients deliver value through the ability to:

• Reduce costs and redirect savings to higher-value activities
• Achieve operational excellence
• Define and develop a service management framework well aligned with your business units
• Employ key attributes of an effective governance model
• Position service delivery to produce the highest customer satisfaction levels
• Spot performance gaps and prioritize improvement programs