GBS 2027: 5 Provocations Shaping What Comes Next

About This Webinar

GBS has never had a bigger enterprise mandate, or more pressure to prove it can deliver against it. Scope is expanding, nearly three-quarters of organizations report into the C-suite, and digitalization has moved into the top three strategic priorities. At the same time, AI is challenging how work gets done, skills are struggling to keep pace, and sourcing and service delivery models are being reassessed.

So what happens next? Drawing on a full year of SSON Research & Analytics data, this session puts forward five provocations for 2027 and beyond. We'll connect findings across people, process, technology, scope, sourcing, and performance to challenge assumptions about where GBS is heading and what will define its next phase.

What you will learn

• Why expanding scope changes the GBS value equation, as more functions, processes, and enterprise responsibilities move into the model
  
• Where AI and Agentic AI could have the greatest impact, and what the shift from task automation to intelligent process orchestration means for service delivery
  
• How the workforce equation is being rewritten, as AI, data, transformation, and leadership capabilities become harder to separate from operational performance
• Why end-to-end process ownership matters more, as automation increases the opportunity to redesign work across traditional functional boundaries
• How sourcing decisions are changing, with effectiveness, expertise, and execution capability increasingly influencing the captive-versus-outsourced equation
• What rising enterprise expectations mean for GBS, as success is increasingly measured through business outcomes, transformation, and impact beyond cost

Join us as we put a year of data to the test and examine the five provocations we believe will matter most for GBS leaders in 2027 and beyond.