Transformation Blog

The Top 10 GBS Trends to Watch in 2023

Krzysztof Herdzik

Krzysztof Herdzik

GBS/SSC/BPO Practicioner


As a leader in the Global Business Services (GBS) industry, you are no stranger to the ever-evolving nature of your field. With new technologies, strategies, and best practices emerging constantly, it can be challenging to stay ahead of the curve and ensure that your GBS organization is prepared for the future.

In this article, I will identify the top 10 GBS trends to watch in 2023, providing you with insight into what to expect and how to prepare your organization to take advantage of these trends. By staying on top of these trends, you can position your GBS organization for success and drive value for your business.

To identify these trends, I have researched industry reports, expert analysis, and case studies, and have distilled the most important and relevant insights for GBS leaders. 

These trends are not just theoretical musings – they are backed by real-world examples and success stories. 

Without further ado, here are the top 10 GBS trends to watch in 2023:

  1. Artificial intelligence and automation: AI and automation technologies are transforming GBS operations by increasing efficiency, accuracy, and speed. For example, chatbots and virtual assistants can handle routine customer inquiries, allowing human representatives to focus on more complex tasks. By adopting AI and automation technologies, GBS organizations can improve their service levels and reduce costs.

  2. Customer experience: In an increasingly competitive business environment, GBS organizations must prioritize customer experience in order to stand out. This means going beyond simply meeting customer needs, and delivering personalized, seamless, and convenient experiences. One way to do this is by using customer data and analytics to understand customer preferences and tailor interactions accordingly.

  3. Digital transformation: The COVID-19 pandemic has accelerated the shift to digital, with many GBS operations moving online or adopting remote work models. This trend is expected to continue in the coming years, with GBS organizations investing in digital technologies and platforms to improve efficiency and agility. To effectively navigate this shift, GBS leaders must have a clear digital strategy in place and ensure that their teams have the necessary skills and tools.

  4. Collaboration and teamwork: In the GBS industry, cross-functional collaboration is essential for success. By fostering a culture of teamwork and collaboration, GBS organizations can leverage the diverse expertise and perspectives of their employees to drive innovation and achieve better results. Tools such as project management software and virtual collaboration platforms can support this effort.

  5. Sustainability: Sustainability is becoming an increasingly important consideration for GBS organizations, as customers and stakeholders demand that businesses operate in an environmentally and socially responsible manner. GBS leaders can demonstrate their commitment to sustainability by implementing green initiatives, such as reducing paper usage and carbon emissions, and by incorporating sustainability into their business strategy.

  6. Talent management: Attracting and retaining top talent is crucial for GBS organizations, as the right employees can drive innovation and deliver exceptional service. GBS leaders can attract and retain top talent by offering competitive compensation and benefits packages, as well as opportunities for career development and growth.

  7. Flexibility and agility: In a rapidly changing business environment, GBS organizations must be flexible and agile in order to adapt to new challenges and opportunities. This means being open to trying new approaches and technologies, and being willing to pivot as needed. GBS leaders can foster a culture of flexibility and agility by encouraging experimentation and innovation, and by empowering employees to take calculated risks.

  8. Data-driven decision-making: In the age of big data, GBS organizations have access to vast amounts of information that can inform their decision-making. By leveraging data analytics tools and techniques, GBS leaders can make more informed, evidence-based decisions that drive business value. However, it’s important to ensure that data is being used ethically and responsibly and that it is complemented by other sources of knowledge and insight.

  9. Cybersecurity: As GBS operations become increasingly digital, cybersecurity becomes an increasingly critical concern. GBS leaders must ensure that their systems and data are secure and that they have robust cybersecurity measures in place to prevent data breaches and cyber-attacks. This includes training employees on cybersecurity best practices, implementing robust security protocols, and staying up-to-date with the latest threats and vulnerabilities.

  10. Remote work: The COVID-19 pandemic has accelerated the trend toward remote work, and it is likely that this trend will continue in the coming years. GBS organizations must be prepared to support and manage remote teams effectively, which may require investing in new technologies and tools, and adjusting management practices. By embracing remote work, GBS organizations can tap into a wider pool of talent and increase flexibility and agility.

    As a GBS leader, it is important to stay informed about the latest trends and developments in your field in order to stay ahead of the curve. By staying on top of the trends outlined in this article, you can position your GBS organization for success and drive value for your business.

More to explore

The True Threat to Global Business Services: It’s Not AI, It’s Leadership

In a bold and daring statement, let’s face it: the Global Business Services (GBS) as we’ve known might come to an end – AI might be the biggest change catalyzation since the GBS concept was created. And no, it’s not artificial intelligence (AI) that’s ringing the bell. It’s something far more human – it’s the capabilities of GBS leaders.

Pioneering the AI Revolution: A Roadmap for GBS Leaders to Harness the Future of Business

As we stand on the brink of a new era, it is clear that artificial intelligence (AI) is set to revolutionize Global Business Services (GBS). Like the advent of the internet and mobile technology, AI presents a seismic shift, transforming how we do business, interact, and deliver value. For GBS leaders, this change is both a challenge and an opportunity, an inflexion point that calls for a pioneering spirit.

Is Your GBS Organization Ready for the $4.4 Trillion AI Revolution?

We are on the brink of a technological revolution that is set to redefine our industry – the advent of Generative AI. According to McKinsey’s latest research, this groundbreaking technology could contribute an astounding $2.6 to $4.4 trillion annually across 63 different applications. To grasp the enormity of this figure, consider this: it’s equivalent to adding between 57 million to 98 million new GBS jobs (with an average salary of $45k) to the global economy every year. This isn’t just a game-changer; it’s a whole new game.