This podcast is for leaders who are ready to reinvent Global Business Services for the Age of AI.
Each episode brings real-world stories and practical strategies from GBS executives and transformation leaders who are redesigning operating models, modernizing data foundations, reengineering processes, and reshaping talent strategies to unlock AI at scale.
We cut through theory and hype. Instead, we focus on what actually works:
How to redesign your GBS operating model to make maximum use of AI
How to prepare and govern data so AI can deliver real business value
How to simplify and standardize processes before digitizing them
How to reskill, redeploy, and re-energize your workforce
How to lead change when technology moves faster than culture
If you're responsible for the next chapter of GBS, this podcast gives you the insights, frameworks, and candid lessons to move from ambition to execution.
Publisher
Sally Fletcher, Head of Thought Leadership & Community, Hypatos
How Agentic AI is Rewriting Leadership: Sumit Mitra, Tesco Business Solutions
As Agentic AI moves from concept to capability, the hardest part of GBS leadership isn't the technology; it's the judgment required to deploy it well. In this episode of GBS Rewired, host Sally Fletcher sits down with Dr. Sumit Mitra, CEO of Tesco Business Solutions, to unpack what an Agentic or "Intelligent GBS" really looks like in practice: how to manage hybrid human-agent teams, which tasks should never be automated, and the practical steps leaders can take right now to get ahead of the c...
Agentic AI is transforming Global Business Services: but are you budgeting for the hidden cost behind every AI decision? In this episode, Sally Fletcher sits down with Hypatos CEO Uli Erxleben to explore the growing impact of AI token costs. As organizations scale AI agents across finance and shared services, token consumption can quickly become one of the biggest drivers of operating costs. Discover why falling token prices don't necessarily mean lower AI bills, how token economics should in...
14 Jul 2026
DHL's GBS Rewired: Bots, Agents, and 6,000 People (Frank Schüler, DHL Global Forwarding)
In this episode, Frank Schüler, Managing Director of Global Business Services at DHL Global Forwarding, shares how he leads one of the world's largest GBS organizations, supporting global operations with 6,000 people, 160 automation bots, and AI-driven innovation. He explores the rise of agentic AI, managing a hybrid workforce of people and digital workers, and the leadership principles behind building a high-performing, people-first organization.
16 Jun 2026
From Cost Center to Value Engine: Steve Rudderham, Ecolab
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 conversation, where agentic AI is already moving the needle on revenue and customer outcomes, and his honest take on the "...
2 Jun 2026
The Big Data Conversation: Vandana Khanna, MetLife
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 insurance, consumer goods, telecom, and retail, Vandana brings a rare blend of strategic vision and operational ...
22 May 2026
Getting the Buy-In and Downstream Impact from AI Initiatives, Sefa Soybir EY
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 the criteria Sefa recommends before greenlighting any agentic initiative. We also tackle one of the hard...
12 May 2026
Reality Check: Exploring the Data Behind the GBS AI Hype
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 to cut through the noise and give us the data-backed truth on where GBS organisations actual...
29 Apr 2026
How to Scale Agentic AI
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.
14 Apr 2026
The Power of UX Everywhere: Jan Nikus (KONE Business Services)
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 operat...
31 Mar 2026
Augmenting Flawless Delivery: AI in Global Central Operations ⎸ Ansgar Thiessen (Swiss Re Global Corporate Solutions)
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 fut...
17 Mar 2026
Agentic AI & the Future GBS Operating Model | Uli Erxleben (Hypatos)
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 Age...
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