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

As Global Business Services (GBS) continue to evolve, one of the most impactful shifts is the rise of co-creation—where GBS teams actively partner with business units to drive innovation and outcomes. In leading GBS hubs like Malaysia, this transformation is accelerating as enterprises move from transactional support to strategic collaboration. Moving Beyond Transactional Efficiency Traditional GBS models focused on centralizing Finance, HR, IT, and Procurement functions to a

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

Robotic Process Automation (RPA) technology is well-regarded for its capacity to simplify repetitive tasks, minimize human errors, and lower operational costs. Many companies from different sectors have experienced early successes by using RPA to automate their processes. Limitations of RPA in GBS However, we may be witnessing a shift in priorities. According to a High Radius' report, "Will Robotic Process Automation (RPA) in GBS Be Dead in a Decade?", we can clearly identif

How can we ensure that Malaysian talents are not only recognized but also appreciated on a global platform?   When it comes to a nation's progress, global competitiveness of talent is as important as its technological advancements and general economic growth. Within the GBS context, we should take pride in the fact that Malaysian talents have strong technical skills. But technical skill is only one part of the equation. For talents to stand out and compete globally, soft skil

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

Have you ever considered the untapped potential of your finance, HR, and other non-IT professionals when it comes to automation? Could they leverage their functional expertise to become adept at building dashboards or even evolve into automation developers? Lowering the barrier to entry with user-friendly tools is key to the development of citizen developers. In the area of automation, companies like UiPath, a Robotic Process Automation solution provider has laid the foundati

The Global Business Services (“GBS”) industry has undergone a profound evolution, transitioning from support functions to becoming pivotal drivers of operational excellence The integration of AI will bring about innovation that will further catapult GBS as a core part of organisations. But where are we today, and what are the key challenges ahead of us? The Evolution of Global Business Services (GBS) in the Age of AI AI introduces capabilities that streamline processes, eleva

KUALA LUMPUR, Sept 12 (TwentyTwo13) -- Digital Minister Gobind Singh Deo has urged Malaysian businesses to pivot and adopt the latest technologies to stay competitive in today’s rapidly-evolving business landscape. Speaking at the AGOS Global Business Services (GBS) Summit 2024 this morning, Gobind said organisations cannot afford to be complacent, and must constantly seek innovative solutions to drive growth. “The GBS industry has also transformed dramatically and thrived no

KUALA LUMPUR, July 16 (Bernama) – Digital transformation is essential for small and medium enterprises (SMES) to offset the increased...

Over the past decade, the Finance Shared Services (FSS) industry has seen exponential growth, leading to increased operational efficiency but also posing challenges for employees inundated with repetitive tasks. Today, as organizations prioritise efficiency, talent development, and the upskilling and reskilling of their workforce, many are turning to Robotic Process Automation (RPA), Artificial Intelligence (AI), and Data Analytics to streamline operations and reduce costs.  

As Chief Financial Officers (CFOs), their role extends beyond formulating and executing the ongoing financial strategy. CFOs are expected...

On a Monday morning, the Regional CFO wrapped up a 30-minute call with the finance manager in Thailand, discussing the aftermath of delayed payments to critical suppliers in the Thai market. Shortly after an hour later, the Regional CFO received another urgent call from the stakeholder, expressing worries about suppliers contemplating cutting ties due to extended payment delays. It was discovered that in the Finance Shared Services Centre (FSSC), there are non-standardisation

Check out the highlights from our 𝐀𝐆𝐎𝐒 𝐆𝐁𝐒 𝐒𝐮𝐦𝐦𝐢𝐭 𝟐𝟎𝟐𝟑! Held on 𝟐𝟏 𝐒𝐞𝐩𝐭𝐞𝐦𝐛𝐞𝐫 𝟐𝟎𝟐𝟑, the summit themed "𝐄𝐦𝐩𝐨𝐰𝐞𝐫𝐢𝐧𝐠 𝐓𝐚𝐥𝐞𝐧𝐭 𝐭𝐨 𝐔𝐭𝐢𝐥𝐢𝐳𝐞 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐚𝐧𝐝 𝐎𝐩𝐭𝐢𝐦𝐢𝐬𝐞 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬,"served as a nexus for meaningful connections. We assembled a diverse and accomplished group, ranging from Global Business Services (GBS) professionals to visionary leaders in digital technology. The platform facilitated discuss

报道 - 马新社 BERNAMA.COM 鉴于有为数不少的跨国公司已在大马设立全球商业服务（GBS）中心，本地企业因此受促抓紧机会，借鉴这些近在咫尺的先进中心所应用的尖端技术。 全球商业服务及财务专家张润玲指出，已在我国设立全球商业服务中心的知名跨国公司，包括本土的国油...

PETALING JAYA, Oct 29 (Bernama) -- Local enterprises are encouraged to capitalise on their proximity to advanced global business services (GBS) centres in the country by embracing the technologies utilised by these shared services hubs. GBS and finance expert Joon Teoh said among the renowned multinationals that have established GBS centres in Malaysia are locally based Petronas, AstraZeneca, Novartis and Baker Hughes. “They (Malaysia’s business community) are probably not aw

（吉隆坡30日马新社讯）尽管马来西亚在全球服务目的地指数（GSLI）排行榜中位列第三已近20 年，但如果能够培养更多掌握数码技能的人才，我国将有望摆脱“千年老三”的宿命，跻身成为世 界第一的全球商业服务（GBS）目的地。...

（吉隆坡30日马新社讯）全球商业服务（GBS）及财务专家张润玲指出，如果跨国公司能够在大马找到足够人才，就会选择在我国设立全球商业服务中心，这不仅有助引入外资，同时将创造就业机会。 她说，跨国公司会在大马等国家设立该中心，以通过数码科技为其全球子公司提供财务、人力资源、采购...

KUALA LUMPUR, Sept 30 (Bernama) -- Malaysia has the potential to become the top global business services (GBS) destination worldwide if...