Generative AI has great potential to reshape working methods, offering immense opportunities across various industries. Its application spans many business and IT processes, with enterprises carrying out Proofs of Concept (PoCs) to take advantage of the potential. However, despite its transformative promise, the adoption journey is likely to be fraught with challenges – such as data privacy concerns, ethical considerations, and integration complexities – underscoring the need for a strategic and methodical approach to generative AI implementation. Global Business Services (GBS) organizations can play a role in helping enterprises achieve this feat.

Everest Group is conducting an extensive study to identify how GBS organizations are adopting and scaling generative AI in their operations. This study will analyze GBS organizations’ current adoption strategies, planned approaches, use case prioritization, talent and governance models, key performance metrics, critical success factors, and future plans for generative AI adoption. Join us as we uncover insights that will empower GBS leaders to navigate generative AI adoption complexities and drive exceptional outcomes for their organizations.

How will this research help you?

You will learn how others are adopting and implementing generative AI in their operations. We will share a complimentary summary analysis of the survey results highlighting how your organization compares with the industry with respect to capabilities created and business outcomes achieved. At your request, we will also offer a complimentary one-on-one briefing.

About survey participation

• The online survey requires 10-15 minutes to complete but does not require any preparation or special data collection
• All information you provide will remain confidential and will be presented in aggregate form
• If you are unable to complete the survey in one sitting, please click the “Save and Continue” button at the top right of the survey screen. You will receive an email with a unique link to complete the survey; when you are ready to continue, click the link in the email, and the survey will resume where you left off last. Please check your junk box if the email is not in your inbox
• The survey is open till June 4, 2024. The results of this study will be available to all participants following our analysis

Please note: “Global Business Services (GBS),” “Global In-house Center (GIC),” “Global Capability Center (GCC),” “Captive,” and “Shared Services Center (SSC)” are interchangeable terms in the context of this document, used to describe enterprises’ in-house capabilities that usually reside in an offshore/nearshore location to deliver global services. We have used the term GBS consistently across the survey.