This IDC InfoBrief, sponsored by ServiceNow and KPMG, explores how modern digital platforms empower Global Business Services (GBS) to enhance customer experience (CX) and employee experience (EX). It highlights GBS’s role in automation, digital workflows, and data orchestration across silos. Key insights include the impact of GenAI, the link between EX and CX, and the shift toward hyperconnected, customer-centric service models. A Danone case study illustrates how unified platforms and automation drive efficiency, scalability, and innovation across HR, finance, and procurement operations.

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