Experience The Intelligent Business Strategies: Home, Intelligent Business

In brief

In brief

Intelligent Business Services fuel growth and place the user experience at the heart of the enterprise. The last decade has seen a business trend to evolve customer offerings beyond products to encompass experiences, convenience and services. A similar evolution is now occurring in the way that core business functions need to operate.

Intelligent Business Services—the next evolution of global business services—orchestrate human-centric, experience-led services enabled by digital that follow the needs of individual users rather than the linear steps of rigid, disconnected business processes.

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It’s about people, not process

By adopting a human-centered point of view organizations can enhance the value of their business service functions in the eyes of customers, employees and business partners.

To make this happen, business services must evolve in two ways:


Four defining characteristics

As an enabler of growth and experience-led services, Intelligent Business Services have four defining characteristics:



What got you here won’t get you there…

Business leaders should see the move to Intelligent Business Services as an opportunity to break out of the straight-jacket of the organizational silos that have characterized global business services for so long. In shifting focus from cost optimization to organizational capability and enterprise growth, huge value can be unlocked from the creation of sophisticated and satisfying user experiences that require agile, more organic, cross-functional teaming.

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Shabana Kausser

Managing Director – Global Intelligent Business Services Offering Lead, bocdau.com Consulting

Shabana is passionate about challenging the status quo of traditional GBS operating models and works with organisations on their journey to IBS.

​Kaushik Guha

Managing Director & Enterprise Functions Lead – bocdau.com Operations, Europe

Kaushik is a disruptive thinker and innovator who harnesses the power of Intelligent Operations to improve top and bottom-line companies” performance.

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