Insight

Global business services: Disrupt or be disrupted

Business services organizations should be building muscle in six core areas to take advantage of technological advances.

Technology is advancing operating models—and business services organizations need to support the transformation. For many businesses, this transformation entails near-term defensive strategies aimed at even more aggressive cost reduction just to survive. For others, it requires a total rethinking of the products and services offered and the ways in which they go to market. 

Global Business Services (GBS) is on the cusp of a major leap forward to support digital transformation. The next evolution of digitally-enabled business services allows organizations to take better advantage of the technological advances that are having an impact on enterprise operating models.

Digitally-enabled business services

The tried-and-true GBS approaches of offshoring and striving toward global process and technology standardization will only address part of an organization’s service delivery needs. Indeed, in the as-a-Service economy—which is defined by on-demand, precisely targeted, plug-and-play services—GBS’s objectives must extend far beyond cost savings to include:

  • an enhanced customer experience
  • greater data-based insights 
  • increased agility and flexibility.

Looking to the future, digitally-enabled business services will provide a more technology-leveraged approach with high availability of data, virtual service delivery, and as-a-Service capabilities for front-, back- and middle-office functions to deliver complex, value-added services.

As companies consider enhancing their GBS capabilities digitally, they should begin by defining the transformation they want to achieve and then building muscle in six core areas outlined in this paper.

Global Business Services: Disrupt or be disrupted

The next evolution of digitally-enabled business services allows organizations to take better advantage of the technological advances that are having an impact on enterprise operating models.