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      In today’s competitive market, leading organisations are rethinking how they run their global business services (GBS). This shift is increasingly driven by next-generation GBS models that integrate AI and automation to deliver efficiency, effectiveness, and a stronger user experience.

      What role does digital play in global business services?

      Digital platforms and automation now sit at the heart of this shift. By bringing together data, insights and expertise from across the enterprise, GBS can connect business units, break down silos and become a true driver of business value. As organisations adopt next-gen GBS, digital and AI tools are no longer just enablers – they are core to how services are designed, delivered, and continuously improved.

      Marie Chambers
      Marie Chambers

      Partner, Head of UK Global Business Services Advisory

      KPMG in the UK

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      Our global business services and solutions

      We support our clients throughout their GBS journey, leveraging expertise across the entire GBS lifecycle - from strategy and assessment to design, market engagement, implementation, and transition.

      Our GBS Strategy & Design services help clients shape the vision, strategy, and operating model for Global Business Services, aligning people, processes, and technology to deliver sustainable business value.

      Services include:

      • Defining the GBS vision, scope, and strategic objectives in alignment with enterprise priorities.
      • Designing the target operating model, including service delivery structures, governance, and performance measures.
      • Assessing current capabilities and identifying gaps in processes, technology, and talent.
      • Developing the business case and roadmap for GBS adoption or expansion, including value realisation targets.
      • Establishing governance frameworks to ensure accountability, control, and continuous improvement of the GBS model.
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      We help clients define and implement their GBS technology and AI roadmap, deploying orchestration layers that drive AI and automation across end-to-end value streams. These platforms - whether proprietary or partner-driven - enable scalable, efficient, digitally-enabled operations and underpin transformative, multi-year GBS programmes aligned to evolving business needs.

      Services include:

      • GBS strategy reimagination – using agentic AI, automation, and data-driven insights to boost efficiency, enhance decision-making, and drive continuous innovation.
      • AI-enabled orchestration – deploying a tailored layer to rapidly deliver services and provide a unified, end-to-end user experience across the enterprise value stream.
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      Our BPO Advisory services help organisations develop strategic outsourcing partnerships. We support clients in sourcing vendors, managing contracts, and leveraging technology to ensure BPO delivers measurable value and aligns with strategic goals.

      Services include:

      • Sourcing strategy and market engagement – creating a structured approach to BPO, including RFP development, due diligence, and evaluation materials.
      • Supplier optimisation – reviewing, renegotiating, and benchmarking existing supplier contracts to improve performance and value using automation to track compliance and AI to benchmark market data more effectively.
      • End-to-end transition and delivery support – managing the set-up and migration to delivery centres, and ongoing monitoring with digital dashboards and AI-powered risk monitoring to ensure smooth transactions.
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      Our GBS Transformation & Change Management services deliver transformation programmes, embed new ways of working, and manage change to ensure adoption, resilience, and long-term impact.

      Services include:

      • Development of a transformation roadmap, covering operating model redesign, process harmonisation, and technology enablement.
      • Change management planning, including stakeholder engagement, leadership alignment, and communication strategies.
      • Building and deploying a transformation management office (TMO) to oversee delivery, risk, and benefits tracking.
      • Transition and adoption support, ensuring employees, leaders, and service users embed new processes and behaviours.
      • Continuous improvement frameworks to sustain performance and adapt the GBS model to evolving business needs.
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      What defines next generation GBS?

      • Customer-centric service

        Focusing on measurable business outcomes.

      • Flexible and scalable delivery models

        Creating a platform for efficiency and effectiveness.

      • Digitally enabled operations

        Embedding automation and AI across the enterprise.

      • Analytics-driven insights

        Turning enterprise data into smarter, faster decisions.

      • Enterprise transformation hub

        Prioritising and accelerating change programmes.

      • An empowered workforce

        Reskilled, future-ready and supported by digital tools.

      Why does next-gen GBS matter?

      Next-gen GBS is no longer just a support function. Done well, it becomes a strategic engine for transformation, shaping how the whole organisation works and grows. By embedding AI, automation, and digital orchestration, organisations can achieve step-changes in efficiency and effectiveness, while also enhancing the experience of employees and customers.

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      Read enough? Get in touch with our team and find out why organisations across the UK trust us to make the difference.

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