Inside the Post-FTE Shift: Agentic AI Insights

The traditional FTE-based service delivery model is under pressure. As agentic AI moves from evaluation and pilots into live deployment and scaling, Shared Services and GBS leaders are rethinking how work is delivered, measured, priced, and governed.

This data-driven webinar shares highlights from SSON Research & Analytics’ study on the impact of Agentic AI on service delivery and resourcing models, exploring what a post-FTE future could look like across operating models, sourcing strategies, pricing structures, talent, and governance.

The session focuses on the questions shaping leadership decisions today. Where is agentic AI live? Which elements of the service delivery model will be most impacted? How realistic are FTE reduction expectations? And what replaces the FTE as the core unit of capacity planning?

What You Will Learn

• Where GBS organizations sit on the agentic AI adoption curve

• Which parts of the service delivery model are most exposed to disruption

• What early implementations suggest about FTE reduction potential

• How sourcing models and pricing structures may evolve

• The implications for roles, skills, workforce readiness, and governance

This session helps GBS leaders ground post-FTE decisions in data as agentic AI reshapes GBS delivery models.

Speakers:

Barbara Hodge
Principal Analyst & Global Digital Editor
SSON Research & Analytics

Tom Bangemann
Head of Data Development & Research
SSON Research & Analytics