As Agentic AI reshapes the GBS operating model, one question keeps coming up: what does an Agentic or “Intelligent GBS" actually look like in practice? In this episode, Dr. Sumit Mitra, CEO of Tesco Business Solutions (2x winner of SSON’s World’s Best GBS) joins the podcast to explore why the real AI leadership challenge isn't technology; it's judgment. We dig into what it means to lead hybrid human-agent teams, which tasks should always stay human, and the practical steps leaders can take now to accelerate their journey, plus what really separates a good GBS from a great one.
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As Agentic AI reshapes the GBS operating model, one question keeps coming up: what does an Agentic or “Intelligent GBS" actually look like in practice? In this episode, Dr. Sumit Mitra, CEO of Tesco Business Solutions (2x winner of SSON’s World’s Best GBS) joins the podcast to explore why the real AI leadership challenge isn't technology; it's judgment. We dig into what it means to lead hybrid human-agent teams, which tasks should always stay human, and the practical steps leaders can take now to accelerate their journey, plus what really separates a good GBS from a great one.
As Agentic AI scales across Global Business Services, a new cost is emerging that many organizations aren't prepared for: tokens. In this episode, Sally Fletcher is joined by Hypatos CEO Uli Erxleben to explore why token economics matter, how they influence build-versus-buy decisions, and what GBS leaders can do to prevent AI costs from spiralling as they move from pilots to enterprise-wide deployment.
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In this episode, Frank Schüler, Managing Director of Global Business Services at DHL Global Forwarding, shares how he leads one of the world's largest GBS organizations, supporting global operations with 6,000 people, 160 automation bots, and AI-driven innovation. He explores the rise of agentic AI, managing a hybrid workforce of people and digital workers, and the leadership principles behind building a high-performing, people-first organization.
Most GBS leaders still lead with "we save money," but is that still the right pitch? In this episode, we discuss the shift from cost center to value engine. We dig into where agentic AI is already moving the needle on revenue and customer outcomes, why automation doesn't have to mean headcount reduction, who's accountable when autonomous agents get it wrong, and his honest take on the "our data isn't ready" excuse.
What does it actually take to be AI-ready? In this episode, we cut through the hype to explore the reality of data quality in enterprise AI: what bad data really costs, who owns the problem, and the unglamorous foundational work that determines whether AI succeeds or fails.
Pilots are easy; real downstream impact is hard. We're joined by Sefa Soybir, Agentic GBS Lead at EY, to talk about what separates genuine AI transformation from a flashy demo. From securing executive buy-in to managing change on the ground, this episode is a practical guide to making agentic AI actually stick.
How far has the GBS industry actually come on AI — and how much is still just hype? We put that question to Naomi Secor and Barbara Hodge of SSON Research & Analytics, two of the most authoritative voices in shared services. From Agentic AI and shifting service delivery models to the expanding scope of GBS, this is your no-nonsense reality check on where the industry really stands.
As enterprises shift from AI pilots to full-scale deployment in 2026, the real challenges emerge — and 40% of agentic AI projects are predicted to fail. In this episode of GBS Rewired, host Sally Fletcher sits down with CK Taneja, SVP of Transformation and Innovation at Northern Trust, to unpack the operational, governance, and architectural challenges of scaling agentic AI; and how to ensure your organization beats the odds.
This episode explores the importance of user experience (UX) in global business services. KONE's substantial investment in UX has been a cornerstone of its recent strategic initiatives, focusing on making work easier for business users across 50 countries. Jan discusses how UX is not just about technology but also about cultivating behaviors and ownership among team members to drive seamless operations.
This episode explores how AI is transforming Global Central Operations, from improving data ingestion and operational efficiency to turning dashboards into intelligent decision-support systems. It also discusses practical AI adoption strategies, leadership decision-making in a fast-moving tech landscape, and the evolving impact of AI on jobs and the future leadership pipeline.
Discover the shift from traditional automation to Agentic GBS, where AI agents move beyond tasks to orchestrate true end-to-end processes. We explore the "human in the lead" era, why most leaders struggle to prove AI’s ROI, and the urgent roadmap for preparing your people, data, and governance for an autonomous future.
This podcast is for leaders reinventing Global Business Services for the Age of AI. In each episode, GBS executives and transformation leaders share real-world lessons on redesigning operating models, modernizing data, simplifying processes, and reshaping talent to unlock AI at scale. No hype; just what works.
AI-ready operating models
Data foundations that deliver value
Taking AI from pilot to scale
Workforce reskilling and redeployment
Leading transformation when tech moves faster than culture
Who is this podcast for?
GBS leaders, Shared Services executives, transformation heads, digital and AI leads, CFO organizations, and enterprise change-makers.
What makes this podcast different?
It focuses on execution. Less theory, more lived experience. Real examples, real obstacles, real outcomes.
