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 your organization beats the odds.

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 technology but also about cultivating behaviors and ownership among team members to drive seamless operations. This approach aims to balance local needs with global standards, emphasizing the integration of user-centric strategies within the company's broader goals.

Learn more about building an Agentic Global Business Services with Hypatos.

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, Genie. We also dive into how AI is reshaping entry-level roles in GBS and what that means for the future talent pipeline.

Learn more about Agentic Global Business Services by downloading our "How to Guide" here.

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 Agentic AI
• Why most companies can’t yet prove AI ROI
• Why Agentic AI is different from RPA

If you’re exploring AI in enterprise operations, scaling automation, or modernizing your GBS model, this episode offers practical insight on where to start — and how to lead.

Learn more about Agentic Global Business Services with Hypatos.