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Agentic AI represents a structural inflection point for Shared Services and Global Business Services. Unlike traditional automation or generative AI, agentic systems are capable of executing multi-step workflows with minimal human intervention. Our survey data shows 74% of SSO/GBS leaders expect agentic AI to fundamentally transform service delivery models within three years.
Published March 2026
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
- Josh Matthews, Global Membership Director, SSON Research & Analytics
