The Future of GBS in India: Unlocking New Value with AI & Innovation
“India’s future is blazing bright, but the light will fade with the same-old, same-old. GBS/GCCs have a golden opportunity to evangelise the new Indian value proposition.”
Martin Bailie
The world of Global Business Services (GBS) has never been more dynamic, pioneering, or essential for companies striving to deliver sustainable value to all stakeholders.
In India, GBS/GCC models have transformed from traditional labor arbitrage to process and systems arbitrage, and we now stand on the cusp of a new era: technology/software-as-service arbitrage.
Reflecting on my week, in hashtagBengaluru, with esteemed colleagues at Tesco and attending the HFS Research, I’m reminded of the growth mindset quote, “Every day is an opportunity to grow.” This perfectly encapsulates my experience.
Some Key Highlights from My Growth Week: MWB Advisory
1. From SaaS to Software-as-Service: Bengaluru boasts a unique blend of talent, skills, investment, and values, positioning it as a global leader in this immense transition.
2. The Services Technology Vision:
– Evolving from Staff Augmentation to Tech-enabled Services
– Transitioning to Platform-led Services
– The emergence of AI-led Agentic Services
– Embracing a Services-as-Software mindset for the future
3. The AI Continuum: This decade will shape generations to come!
– RPA: The Beginning
– GENAI: Present Day
– AGENTIC AI: Tomorrow
– AGI: Expected by 2027
– ARTIFICIAL SUPER INTELLIGENCE: Aiming for 2030
4. Single Flow AI Agents: but visionary companies will invest in multi-agent workflows, enabling AI agents to think, create, and collaborate adaptively like humans within 18 months.
5. Addressing Innovation Dilemmas: Enterprises face challenges in fast-tracking innovation amidst rising debts:
– Cultural Debts: Resistance to change and lack of C-level direction
– Technical Debts: Legacy technology hindering competitiveness
– Data Debts: Data security issues and lack of centralised governance
6. Employee Sentiment: Alarmingly, 45% of employees express concerns about job loss or resist change. We must prepare ourselves for the future, and employees should also get ready for the shifts ahead.
7. Leadership Insight: A recent survey of 1,000 company directors revealed that the top skill needed for thriving through major change management is “technology-first leadership with deep business acumen.” In a surprising twist, communication and collaboration skills ranked 10th out of 10.
Overall, my visit to the vibrant city of Bengaluru and Tesco Bengaluru was filled with insights and inspiration, reaffirming the pivotal role of GBS in driving innovation and creating true value.
A heartfelt thank you to Dr. Sumit Mitra and the dynamic TBS leadership team for their unwavering commitment to excellence and sustainability.
