Capgemini-人工智能生成业务服务：全球商业服务的未来（英）-2024=24页

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 global business services (GBS) is here, and it's time to disrupt or get disrupted. GBS must evolve into AI-led generative business services. This isn't just about adopting new technology but about transforming data into a powerhouse of strategic value. GBS today faces significant challenges—aligning with the 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, it’s set to create a seamless, frictionless enterprise. Now is the time to break the mold of back-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 roadmap—strategic alignment, relentless innovation, and proactive talent management are 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 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 GBS success—from KPIs to KPOs 14Data—from reports to revenue16Skills: Beyond labor arbitrage17From vendors to visionaries: The rise of ecosystem orchestrators in GBS18HFS Research authors22Attracting and retaining top talent104© 2024 | HFS ResearchGBS has long been your go-to for cost reduction and operational efficiency. However, the future demands a shift from transactional activities to an integrated, value-driven approach. AI and data analytics are your new best friends, transforming data into a strategic asset that creates value and a competitive advantage.Today, GBS faces long-term demand and supply challenges. Current strategies often misalign with the priorities of boards and CEOs who focus on revenue growth, margin improvement, and digital modernization. Attracting and retaining top talent are becoming increasingly difficult, resulting in a shortage of skilled professionals needed to drive innovation.Executive summaryHFS Research, in collaboration with Capgemini, reveals a game-changing shift from traditional cost-focused models to AI-driven generative business services. The future of GBS is about growth, innovation, and ente