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Global Business Services (GBS) is once again at the edge of a transformation curve. A decade ago, robotic process automation introduced the concept of digital labor, reshaping repetitive, rules-based work. More recently, generative AI (GenAI) provided a conversational interface, augmenting decision-making with natural language interaction. Both waves created significant value, but their impact was incremental compared to what is now emerging: Agentic AI.
This report is exclusive to SSON Research & Analytics subscribers.
Published October 2025
Contributors:
- Tom Bangemann, Head of Data Development & Research, SSON Research & Analytics
- Barbara Hodge, Global Editor, SSON Research & Analytics
- Syazana Lim, Lead Research Analyst, SSON Research & Analytics
