AGOS GBS Summit convened global CFOs, Heads of GBS, and transformation leaders to explore how digital technologies and AI are reshaping the future of Global Business Services.

As Global Business Services (GBS) continue to mature in Malaysia and across the region, organizations are increasingly shifting from traditional Service Level Agreements (SLAs) to a more holistic, people-centric model— Experience-Level Agreements (XLAs) .  While SLAs measure output (e.g., response time, accuracy, compliance), XLAs focus on how end users feel  about the services they receive—capturing sentiment, satisfaction, and perceived value. For GBS leaders aiming to deli

Introduction   As Malaysia strengthens its position as a leading hub for shared services  and Global Business Services (GBS)  in Southeast Asia, organizations are facing a clear mandate: evolve—or risk being left behind. With technology reshaping how companies operate, the concept of the intelligent enterprise  is no longer just a buzzword—it’s becoming a competitive necessity.  At the upcoming AGOS GBS Summit 2025 , we are proud to host industry leader Rao Murugesh  as a pan

Artificial Intelligence (AI) is no longer a futuristic concept, it’s revolutionizing how Global Business Services (GBS) operate today. A McKinsey report shows AI adoption is rising 78% of organizations now use AI in at least one function, up from 55% a year ago. According to GBS leaders, the integration of AI empowers GBS organizations to sharpen their competitive edge by enhancing efficiency, driving data-informed decisions, and unlocking new value streams. Yet, the true pow

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 rev

When it comes to AI adoption in Global Business Services (GBS), we see a spectrum of awareness and readiness. According to the AI Awareness and Adoption in GBS Organizations survey, 34% of respondents aim to enhance operational efficiency and achieve cost savings by integrating AI within Global Business Services (GBS), an indication that leaders are exploring how the power of AI can be harnessed within their organisations. Challenges in adopting AI in Global Business Services

(Published on SME Malaysia on February 16 2019) One of the best question that had been thrown to me whilst speaking on Finance...

Kuala Lumpur, 24 June 2016 – ICAEW (Institute of Chartered Accountants in England and Wales) together with Malaysia Digital Economy...