Artificial Intelligence (AI) has been widely discussed in literature and media for its transformative potential across multiple industries, GBS included. These technologies are reshaping how organizations operate—driving efficiency, reducing costs, and enhancing decision-making. However, AI adoption comes with strategic and operational challenges that must be carefully navigated.
The GBS AI Adoption Challenge: More Than Just Technology
Our extensive work with GBS leaders reveals that AI adoption is not just about integrating cutting-edge technology—it’s about setting the foundations right, aligning AI with business objectives, and managing organizational change. According to AGOS Asia’s AI Report Survey, the key barriers to AI adoption in GBS include:
Data Readiness & Quality – Many GBS organizations struggle with unstructured or siloed data, limiting AI’s effectiveness.
Change Management & Communication – Resistance from employees and leadership uncertainty lead to slower adoption.
Data Governance & Compliance – Managing AI-driven processes while adhering to industry regulations can be a complex task.
Talent Acquisition & Upskilling – AI expertise is in high demand, making it difficult to recruit and retain skilled professionals.
GBS organizations may hesitate when it comes to AI investment due to high costs and uncertainty around ROI, but the risk of inaction is greater: AI-driven efficiency is rapidly becoming a competitive differentiator.
AI in Action: GBS Transformation Through Smart Technology
Despite the challenges, we have witnessed successful implementation of AI into their organisations, leading to=measurable improvements in service delivery and cost savings.
CelcomDigi, Malaysia’s largest mobile operator, is leveraging AI in collaboration with Amazon Web Services (AWS) company has piloted over 15 generative AI applications aimed at optimizing network performance and improving customer experience. This strategic approach to AI has positioned CelcomDigi at the forefront of digital transformation in the telecom sector.
Telekom Malaysia (TM) has also implemented AI and ML to streamline its customer service operations, enhance predictive analytics, and improve cost efficiency.
However, before investing in new technologies, CTOs must conduct a thorough analysis—carefully assessing whether the investment aligns with their strategic goals and existing tech ecosystem. The hesitation often stems from one pressing question: if they invest in current AI products or solutions, will a more advanced, efficient solution emerge tomorrow, making their current investment obsolete?
The reality is, there will always be a next big thing. But waiting for the "perfect" technology will be led to missed opportunities. Selecting a product or service being pushed by technology giants will, in some ways, mitigate the risk because they are here to stay. These players would also have an incentive to support in transition when the time comes. Investing in AI/ML isn't just about getting the latest technology, it's about building a strong foundation for the future. It helps employees gain AI skills, improves data understanding, and encourages innovation, keeping businesses flexible as new technologies emerge. In a landscape where efficiency, agility, and intelligent automation define success, AI have become an essential rather than optional. The bold move isn’t waiting for the next breakthrough; it’s investing now to ensure your organization leads the transformation, instead of trailing behind.
The AGOS Asia Perspective: Why AI is No Longer Optional for GBS
As a consultancy firm advising GBS organizations across industries, AGOS Asia emphasizes that AI and ML are no longer futuristic concepts but essential enablers of operational excellence. Companies that strategically adopt AI stand to gain:
Operational Efficiency – AI-driven automation significantly reduces manual processes and accelerates workflows.
Enhanced Customer Experience – Intelligent systems enable hyper-personalization and faster response times.
Cost Savings – Automation minimizes human error and optimizes resource allocation.
Future-Proofing – AI-ready organizations can swiftly adapt to market disruptions and emerging opportunities.
Conclusion: The Future of GBS Lies in AI Adoption
The question is no longer whether AI will transform GBS but whether organizations can afford to be left behind. At AGOS Asia, we believe that AI adoption should be a strategic priority for GBS leaders. The long-term benefits—enhanced efficiency, cost savings, and a stronger competitive edge—far outweigh the initial challenges. However, success lies in careful planning, data readiness, and securing the right talent to drive AI initiatives.
As industry experts, AGOS Asia is committed to guiding GBS organizations through their AI transformation journey. Whether you are exploring AI for the first time or looking to optimize existing implementations, our team is here to support you. Connect with us to discuss how AI can elevate your GBS operations. Reach out at contact@agosasia.com or visit www.agosasia.com to explore how we can help drive your AI strategy forward.
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