1、1 2024|HFS ResearchAuthors:AI-led Generative Business Services:The future of Global Business Services(GBS)Saurabh Gupta,President,Research and Advisory ServicesHridika Biswas,Senior AnalystSrini Vaddepalli,Practice LeaderMARKET IMPACT REPORTIn partnership with2 2024|HFS ResearchForewordThe future of

2、 global business services(GBS)is here,and its time to disrupt or get disrupted.GBS must evolve into AI-led generative business services.This isnt just about adopting new technology but about transforming data into a powerhouse of strategic value.GBS today faces significant challengesaligning with th

3、e priorities of the top brass,attracting and retaining top talent,and breaking free from legacy constraints.Generative business services are a game-changer.By leveraging AI,machine learning,and data analytics,its set to create a seamless,frictionless enterprise.Now is the time to break the mold of b

4、ack-office drudgery and emerge as a strategic,innovative powerhouse.GBS leaders,the ball is in your court.Transform your organizations from cost-cutting machines to game-changing powerhouses.This report provides the roadmapstrategic alignment,relentless innovation,and proactive talent management are

5、 your keys to success.Join us at the forefront of this revolution.Together with Capgemini and HFS Research,lead the charge into the next generation of business services.Oliver PfeilCEO,Capgemini Business ServicesPhil FershtCEO,HFS Research 3 2024|HFS Research3 2024|HFS ResearchContents PageExecutive

6、 summary 04The concept of GBS is still relevant but needs a reboot06The current GBS model has long-term demand and supply issues08The Bottom Line20Survey demographics21About Capgemini23About HFS24Embrace AI or get left behind11From silos to synergy:The radical shift in scope definition13Redefining G