Reality Check: Exploring the Data Behind the GBS AI Hype

The AI conversation in Global Business Services is loud; but how much of it is grounded in reality? In this episode, we sit down with two of the most authoritative voices in the GBS industry: Naomi Secor and Barbara Hodge, SSON Research & Analytics. Together, bringing over four decades of experience tracking the trends and transformations shaping shared services worldwide. 

 They're here to cut through the noise and give us the data-backed truth on where GBS organisations actually stand on AI maturity and adoption. We get into the real debate around Agentic AI — what it means for service delivery models, whether GBS organisations are genuinely reducing headcount, and what the research says about how teams and skills are evolving on the ground.  

 If you've been wondering what's hype and what's real, this is the episode for you. 

 Throughout the episode, we reference the following: 

SSON R&A’s State of the Shared Services Industry 2026 

Intelligent Automation Universe 

World’s Best GBS Award