GBS Rewired

Many GBS leaders still lead with "we save money," but is that still the right pitch? In this episode, Steve Rudderham, SVP GBS at Ecolab, joins us to talk about the shift from cost center to value engine. Drawing on his experience leading GBS organizations at Carrier, AkzoNobel, Kellogg's, and now Ecolab, Steve explains why "we save money" is the flip-phone version of the...

Data quality isn't the most glamorous topic in enterprise AI — but it might be the most important one. In this episode, Sally Fletcher , Head of Thought Leadership & Community, Hypatos , sits down with Vandana Khanna , a global finance and technology leader at MetLife who is leading the company's Finance Modernization and Digital Transformation initiative. With experience spanning in...

Everyone's running AI pilots, but how many are actually delivering real business impact? In this episode, we're joined by Sefa Soybir , Senior Manager and Agentic GBS Lead at EY, where he helps organisations move beyond the hype and embed agentic AI into real business processes.   We get into what separates a genuinely compelling AI use case from one that just looks good in a demo, and t...

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...

As enterprises shift from AI pilots to full-scale deployment in 2026, the real challenges emerge — and 40% of agentic AI projects are predicted to fail. In this episode of GBS Rewired , host Sally Fletcher sits down with CK Taneja, SVP of Transformation and Innovation at Northern Trust, to unpack the operational, governance, and architectural challenges of scaling agentic AI; and how to ensure you...

In this episode of GBS Rewired, Sally Fletcher speaks with Jan Nikus , Vice President of KONE Business Services, about the importance of user experience (UX) in global business services. KONE's substantial investment in UX has been a cornerstone of its recent strategic initiatives, focusing on making work easier for business users across 50 countries. Jan discusses how UX is not just about te...

In this episode of GBS Rewired , we sit down with Dr. Ansgar Thiessen, Head of Global Central Operations at Swiss Re Corporate Solutions, to explore how AI is driving flawless delivery in global business services. From improving data ingestion to enabling “thinking” dashboards, Ansgar shares practical insights from the front line, including the impact of his AI-powered credit control solution, Gen...

How is Agentic AI transforming the GBS operating model?  In Episode 1 of GBS Rewired , I sit down with Uli Erxleben , CEO of Hypatos, to unpack what “Agentic GBS” really means, and how AI agents are reshaping enterprise operations.  We cover:  • The future operating model for Global Business Services  • Human-in-the-lead vs human-in-the-loop AI  • Redesigning people, process, and technology for Ag...