HFS Research – AI-led Generative Business Services

The "AI-led Generative Business Services: The Future of Global Business Services" report by HFS Research explores the transformation of traditional Global Business Services (GBS) into AI-driven generative business models. The report emphasizes the need for GBS to evolve from a cost-reduction focus to a growth and innovation-centric approach. Key tenets for this transformation include transitioning from siloed functions to integrated, enterprise-wide data flows, shifting from operational KPIs to performance outcomes like customer satisfaction and revenue growth, and leveraging generative AI, machine learning, and multi-cloud solutions to drive innovation. It also stresses the importance of using data as a strategic asset, acquiring new skills over traditional cost-cutting, evolving third-party providers from vendors to ecosystem orchestrators, and implementing robust governance structures to manage AI integration complexities. By adopting these principles, GBS can become a strategic powerhouse, aligning with business priorities and driving enterprise-wide transformation.