Trend #4: Intelligent analytics — from decision support to decision-making Intelligent analytics continuously feed self-learning computers: and AI is capable of making huge decisions by mining vast oceans of data and considering millions of possible outcomes. That data is coming from transactions, blockchain, social media, the IoT and elsewhere in the ecosystem — and it’s all housed in GBS. As the data gets deeper and more disparate, real-time analytics as a service is pulling out new insights and make them instantly actionable. Decisions are made faster than ever before — and with certainty. Trend #5: Customer — seeing the individual in the crowds By showing the wider enterprise how customers can be uniquely served, and the value this creates, GBS has redefined CRM for the whole organization. Customer experience — whether for consumer, client, employee or candidate — is now a key differentiator and driver of value for organizations. Individualization is key: everyone is understood and their needs met, interfacing via their own preferred channels. The fully integrated digital GBS enables consistent transparency in customer interactions, anywhere in the world, and employees can leverage automation and cognitive computing to nurture more attuned individual customer relationships. SS_Dublin_infographic.indd 5 23/05/2016 12:39:18