The report positions GBS as a prime catalyst for enterprise digital transformation. ~80% of organizations operate or are moving to GBS, with technology—especially AI—now central. Adoption is uneven: many lack dedicated AI teams, while leaders build CoEs and embed AI across functions. GBS leadership is shifting from ops to innovation, but talent gaps in automation/AI/analytics, fragmented ERPs, slow tech integration, and poor standardization impede progress. Digitization’s value must expand beyond cost/efficiency to analytics, transparency, and customer centricity, using platforms and CSAT/NPS to elevate experience. Data quality is foundational. Location choices should prioritize skills. Trend: more in-sourcing and GBS as a strategic partner, not just a service provider.

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