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  "documentTitle": "Global Business Services Performance improvement",
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  "authorName": "KPMG",
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      "text": "Create a GBS culture by repurposing a technology your organisation is probably already using.",
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      "text": "Enhanced employee experiences\nImproved wider stakeholder relationships\nProviding greater value to a larger user population, using fewer resources\nImproved operational performance\nDriving internal customer service culture\nCreating efficient cross-functional workflows, enabled by automation in AI",
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      "text": "01 Understand where you are now\n02 Develop a realistic plan\n03 Focus on user experiences\n04 Unleash innovation with AI\n05 Extend the enterprise\n06 Develop a GBS Centre of Excellence",
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      "text": "Business services organisations that are constantly under pressure to reduce costs have traditionally done so by centralising manual processes, with little innovation. By taking such a narrow approach, opportunities can be lost to drive efficiencies and deliver effective and value-driven services across the organisation to users of all types.",
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      "text": "Efficiency and effectiveness cannot be achieved in global business services (GBS) at the expense of experience. To achieve an optimum balance, organisations are increasingly layering in more diverse, value-add services into their GBS capabilities portfolio. Technologies like ServiceNow are enabling the next generation of GBS, driving sizable reductions in operational costs enhancing employee and user experience across the enterprise.",
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      "text": "The strategic case for change",
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