Generative AI is rapidly reshaping how GBS organizations drive efficiency, enhance service quality, and elevate customer and employee experiences. According to SSON’s State of the Industry Report 2025, 48% of GBS leaders identify Generative AI as a top investment priority—yet many are still navigating how to turn AI’s potential into real-world impact. This session will move beyond the hype to explore how AI can transform GBS service operations, improve access to knowledge, and balance cost efficiency with exceptional service. Learn how AI-powered search, personalization, and generative experiences can help GBS teams scale service excellence—without scaling costs.