gbc作为增长的催化剂：从成本中心到战略引擎

GBS as a Catalyst for GrowthFrom Cost Center to Strategic Value Driver Survey Analysis Table of Contents StrategicPartnerships DriveGrowth Agenda Strategic Partnerships Drive Growth Agenda2 GBS: A Vehicle for Growth3 Today, global enterprises face unprecedentedchallenges. These include navigatinggeopolitical tensions, adapting to rapidtechnological advancements, and managingcomplex supply chains. Amidst thesehurdles, Global Business Services (GBS)emerges as a pivotal catalyst for sustainablegrowth, standing as a cornerstone for globalenterprises, enabling them to navigateeconomic uncertainties and achievesustainable growth in an increasingly complexworld. Introduction5 Key Research Findings at a Glance6 What the Survey Results Mean for GBS Leaders7 Challenges and Barriers10 Opportunities for Growth11 This report highlights the findings of arecent survey conducted by SSON Research& Analytics. The results provide valuableinsights into the strategic importance ofGBS in driving enterprise growth and thusshifting from cost-containment towards corebusiness support and the front office. Best Practices for Leveraging GBS to Drive Growth12 Actionable Insights13 The Future of GBS:AI Agents as Catalysts for Value Creation14 Specifically: ●81%of organizations view GBS asstrategically important to growth, and●55%report full alignment between GBSand board-level priorities The data suggests a growing trend towardstrategic partnership, though executioncapabilities vary significantly. Our researchhighlights the successes of GBS in drivingenterprise growth but also the hurdles thatstand in the way, offering leaders actionableinsights to advancing their agenda. Barbara HodgeGlobal EditorSSON Research & Analyticsbarbara.hodge@ssonetwork.com GBS: A Vehicle for Growth Harsh Madan, Vice President, North America Growth for Business Services,Capgeminiharsh.madan@capgemini.com In a volatile, uncertain and complex world, Global Business Services(GBS) provide enterprises with a degree of certainty in delivering businessoutcomes through digital transformation. Global organizations operateacross multiple time zones, languages, legal and cultural boundaries, andGBS can deliver organization-wide services while accommodating all thosedistinctions. GBS: Realizing the potential of AI There are several broad macro challenges currentlyat play. The world geopolitical order is in a stateof disruption; AI is evolving fast and will be able toefficiently perform several human level tasks; thereis a climate and sustainability imperative; and theinternational regulatory landscape is constantlyshifting. Customer expectations are also becomingmore demanding. Digital transformation and AI arechanging how large organizations work, what theyoffer, and what value they deliver. This report takes stock of several challenges but,more importantly, also considers the opportunitiesfor growth that GBS offers by reimagining the futureof business operations and how process work will beperformed. While AI is, indeed, disruptive, it can be asmuch a factor in the resolution of challenges as it canbe a cause of them. At Capgemini, we see that AI can make a significantpositive difference, creating a connected enterpriseand transforming Global Business Services. However,at present, 40% of enterprise data is not ready forthe AI environment. Deployment of AI at scale forenterprise business operations will require adata trustto be established. This will allow GBS organizationsto drive economies of scale in a centralized operatingmodel enabled by GenAI and Agentic AI. And it willallow GBS to move from cost-saving to revenuegeneration … from operational management to beingthe truly strategic enterprise muscle that this surveyshows enterprise boards and CXOs are so keen torealize. All these challenges can be overcome. Asthis research shows, a substantial majority oforganizations (81%) view GBS as strategicallyimportant to their growth with more than 50%considering this a board agenda item. GBS is nolonger just about cost containment but about makingsignificant, innovative, lasting contributions torevenue generation and profitabilityby identifying andorchestrating initiativesthat are truly enterprise wide. For instance, significant improvements can be made in: ●Finance operations, by AI Agents performing most of the transactionalprocess activities to free up humans to work on higher value activitiesunlocking incremental business value in areas such as working capital. ●Supply chain operations, with demand forecasting, inventoryoptimization, and real-time logistics management enhancing agility andproactively managing supply chain disruptions while reducing cost. ●Client operations, with personalized marketing campaigns, sentimentanalysis, and customer service automation fostering deeperengagement and loyalty. ●HR operations, by streamlining and improving recruitment processes,talent management, and employee feedback analysis, facilitating betterde