Uploaded August 2026 | Updated September 2026, 2 weeks ago
Global Business Services (GBS) is being redefined in the age of AI. Agentic technology is enabling GBS to move beyond traditional automation and expand as it becomes the operational backbone of AI transformation in many organizations. So what should organizations think about the future of GBS to come out ahead?
In this episode, Christian Johnson speaks with McKinsey partners Heiko Heimes and Josh Peters. They explain why GBS is strategically placed to own workflow orchestration and the talent implications of AI transformation. They also tackle one of the most pressing strategic questions facing operations leaders today: should you automate first or right-shore first, and how do you decide?
McKinsey Talks Operations offers more insights at the intersection of strategy and execution. Visit McKinseyTalksOperations.com to explore upcoming events and thought leadership from McKinsey's Operations Practice and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at linkedin.com/showcase/mckinsey-operations.
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Global Business Services (GBS) is being redefined in the age of AI. Agentic technology is enabling GBS to move beyond traditional automation and expand as it becomes the operational backbone of AI transformation in many organizations. So what should organizations think about the future of GBS to come out ahead?
In this episode, Christian Johnson speaks with McKinsey partners Heiko Heimes and Josh Peters. They explain why GBS is strategically placed to own workflow orchestration and the talent implications of AI transformation. They also tackle one of the most pressing strategic questions facing operations leaders today: should you automate first or right-shore first, and how do you decide?
McKinsey Talks Operations offers more insights at the intersection of strategy and execution. Visit McKinseyTalksOperations.com to explore upcoming events and thought leadership from McKinsey's Operations Practice and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at linkedin.com/showcase/mckinsey-operations.
Subscribe to our channel: mck.co/YouTube
Subscribe to our newsletters: mck.co/Subscribe
**Find us on**
Facebook: mck.co/Facebook
Twitter: mck.co/Twitter
LinkedIn: mck.co/LinkedIn
Instagram: mck.co/Instagram
