2025 Global Business Services (GBS) Survey Insights, Part II: Talent, Experience, and the Rise of GenAI

Deloitte’s Global Business Services (GBS) Survey highlights the human and digital priorities shaping the next phase of GBS. From talent challenges to generative AI, organizations are redefining how they create value.

In the second episode of our series, we turn to the future-oriented findings of Deloitte’s global GBS survey. Skill gaps and high attrition remain top challenges, underscoring the importance of upskilling talent, equipping teams with the latest tools, and building a resilient culture. At the same time, GBS organizations are transforming the way they engage with their stakeholders—improving customer experience through transparency, feedback, and innovative solutions. Looking ahead, investment in generative AI and automation is set to become a major driver of growth, accelerating the evolution of GBS into a more strategic, digital-first model.

If you would like to watch the first episode of this podcast series, click here.

Speakers

Eszter Lukacs, Director, GBS Advisory, Deloitte Hungary

Tereza De Bardi, Partner, Central Europe, Finance Operate, Deloitte Czech Republic

Tomas Husner, Director, GBS Advisory, Deloitte Romania

Zdenek Steiger, Manager, GBS Advisory, Deloitte Czech Republic

Dora Nyitrai, Senior Consultant, GBS Advisory, Deloitte Hungary

Learn more:

Explore more insights from the 2025 Global Business Services (GBS) Survey.

Listen to the new episode on any of the platforms below!