This Virtual Roundtable Discussion Summary is available only to GBS / Shared Services Excellence members. For information on membership, please contact us

Everest Group regularly organizes virtual sessions in which senior executives across enterprises share their experiences and opinions with colleagues in other organizations on hot industry topics or particularly challenging issues of the day.

In the last few years, many GBS centers have scaled up their adoption of automation and are now playing a key role in overall enterprise automation adoption. The challenge now lies in understand the technologies, governance models, and Intelligent Automation (IA) architecture to bring in the next wave of automation-led benefits to their enterprises.

Key themes as GBS centers look to scale up adoption include:

• Unlocking more potential with process orchestration
• Enabling more participation through a citizen model
• Process mining as a precursor to automation
• Growing demand for synthetic data
• Pivot toward AI-centric solutions
• Faster application development using low-code/no-code technology

In this virtual roundtable, executives discussed what a future Intelligent Automation (IA) strategy for GBS might entail and various approaches to plan and prepare. They also explored success stories from best-in-class GBS organizations to understand what is currently working for them.