Скачать или смотреть HFS Research Roundtable Highlights | The Future of GBS: Services-as-Software and Agentic AI

At the HFS Research roundtable produced in partnership with Wipro in September 2025, Stephen Hosley, SVP, Global Business Services at Reckitt discusses where Global Business Services is headed in the era of services-as-software and agentic AI. He reflects on GBS from the 1990s to today—why RPA was oversold, how LLMs and agentic AI finally enable a credible path to a virtual, digital-first GBS, and why the conversational “Ask GBS” model is now within reach.

Chapters:
0:05 Introduction
0:07 The big question: GBS in an AI/Services-as-Software world
0:31 GBS then and now (since 1996)
0:52 The early “server and a dog” vision of digital GBS
1:27 RPA vs AI: why agentic AI changes the game
1:56 “Ask GBS” comes into view
2:08 From location debates to a digital pathway
2:32 A faster path ahead: launching a sixth GBS
2:46 Wrap-up