2026 GBS Key Issues

In 2026, GBS leaders face mounting pressure to improve service quality, productivity and value creation as demand accelerates faster than staffing and budgets. The Hackett Group’s 2026 Global Business Services Key Issues research shows how leading organizations are scaling AI beyond experimentation to close widening productivity gaps, strengthen service resilience and reimagine the GBS operating model.

Get the insights that matter:

• Why GBS workload is projected to rise 15% in 2026 while staffing and budgets grow significantly more slowly, creating the largest productivity and efficiency gaps in years
• How 76% of organizations report AI-driven improvements of 25% or more in key performance metrics
• Where Gen AI is already delivering measurable gains, including improvements in customer experience, service quality and productivity
• How leading GBS organizations are using AI to move beyond routine tasks and improve complex service delivery
• What differentiates top performers as they scale automation, build digital skills and balance cost leadership with value creation