GBS Rewired – Details, episodes & analysis

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GBS Rewired

Sally Fletcher, Head of Thought Leadership & Community, Hypatos

Business

Frequency: 1 episode/15d. Total Eps: 9

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.

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Apple Podcasts

🇬🇧 Great Britain - management
18/07/2026
#71
🇨🇦 Canada - management
13/05/2026
#71
🇬🇧 Great Britain - management
16/04/2026
#100
🇩🇪 Germany - management
28/03/2026
#73

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https://www.hypatos.ai/
2 shares
https://www.ey.com/en_gl
1 share
https://www.hypatos.ai/white-papers/how-build-agentic-global-business-services
1 share

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Score global : 58%

Publication history

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Agentic AI & the Future GBS Operating Model | Uli Erxleben (Hypatos)

Season 1 · Episode 1

Tuesday, March 17, 2026 • Duration 43:05

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.

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The Power of UX Everywhere: Jan Nikus (KONE Business Services)

Season 1 · Episode 3

Tuesday, April 14, 2026 • Duration 27:43

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.

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Augmenting Flawless Delivery: AI in Global Central Operations ⎸ Ansgar Thiessen (Swiss Re Global Corporate Solutions)

Season 1 · Episode 2

Tuesday, March 31, 2026 • Duration 33:23

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.

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Reality Check: Exploring the Data Behind the GBS AI Hype

Season 1 · Episode 5

Tuesday, May 12, 2026 • Duration 46:28

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 actually stand on AI maturity and adoption. We get into the real debate around Agentic AI — what it means for service delivery models, whether GBS organisations are genuinely reducing headcount, and what the research says about how teams and skills are evolving on the ground.

If you've been wondering what's hype and what's real, this is the episode for you.

Throughout the episode, we reference the following:

SSON R&A’s State of the Shared Services Industry 2026

Intelligent Automation Universe

World’s Best GBS Award

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How to Scale Agentic AI

Season 1 · Episode 4

Wednesday, April 29, 2026 • Duration 38:19

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.

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DHL's GBS Rewired: Bots, Agents, and 6,000 People (Frank Schüler, DHL Global Forwarding)

Season 1 · Episode 9

Tuesday, July 14, 2026 • Duration 20:59

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.

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From Cost Center to Value Engine: Steve Rudderham, Ecolab

Season 1 · Episode 8

Tuesday, June 16, 2026 • Duration 24:28

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 "our data isn't ready" excuse.

In this episode, we cover:

What separates a world-class GBS from a transactional service center — and how that shift shows up internally at Ecolab
Why automation doesn't have to mean headcount reduction, and what the role of people looks like in an Agentic GBS
Accountability in an agentic world: who owns the outcome when AI agents act autonomously, and when "good enough" data is good enough to start

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The Big Data Conversation: Vandana Khanna, MetLife

Season 1 · Episode 7

Tuesday, June 2, 2026 • Duration 34:24

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 reality to one of AI's most underestimated challenges.

We dig into what "AI-ready" actually means in practice, why bad data is so costly and so hard to catch, and how leaders can navigate the politics of data ownership inside large organizations. From the minimum data-quality bar for a successful AI implementation to the structural changes that would have the greatest downstream impact, this is a candid conversation about the unglamorous groundwork that determines whether AI succeeds or fails.

If you're under pressure to move fast with AI, this episode is essential listening.

If you want to learn more about how to implement Agentic AI, download our whitepaper here.

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Getting the Buy-In and Downstream Impact from AI Initiatives, Sefa Soybir EY

Season 1 · Episode 6

Friday, May 22, 2026 • Duration 36:06

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 hardest parts of AI transformation — realising the downstream impact. Automation rates and productivity stats are one thing, but how do those numbers actually translate into business value? And what do you do with the headcount you've released?

We'll also cover the human side: smoothing out change management, bringing employees on the journey, and securing executive buy-in for something as ambiguous and fast-moving as agentic AI. If you're trying to build credible AI initiatives that stick, this one's for you.

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GBS Rewired – Details, episodes & analysis

Podcast details

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GBS Rewired – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other9

LinkedIn4

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other9

LinkedIn4