Transform GenAI service delivery models

GenAI is revolutionizing service delivery models by automating customer support, enabling predictive maintenance, optimizing sales forecasting, streamlining talent acquisition, and detecting fraud. It ultimately transforms workforce skills and enhances customer experiences. To thrive in this AI-driven future, organizations must embrace change management and foster continuous learning, ensuring a seamless, efficient, and customer-centric business environment. 

In a KPMG webcast, The NextGen Global Service Delivery Model survey, 50 percent of participants reported feeling somewhat prepared to adopt GenAI technologies. That is progress toward the AI-driven future. Organizations must emphasize the importance of change management and create an environment where employees feel supported throughout the transformation. By establishing a well-oiled global capability center (GCC) that focuses on driving business value beyond labor arbitrage, organizations can enable a positive employee experience within the finance function.

The next-gen service delivery model should prioritize three key value propositions:

• Return on efficiency: Align costs with business strategy, boost organizational objectives, and enhance efficiency through cost transformation initiatives
• Return on effectiveness: Increase business value by focusing on results, implementing centralized data analytics, automating transactional activities, and emphasizing innovation and growth
• Return on experience: Enhance customer and employee experiences by adopting experience-led service design, breaking down functional silos, and improving self-service through automation

Download the whitepaper to learn more about benefits of transformation of the finance function.