Signal 42% say GBS transformation needs a clear vision, mandate, and governance structure

Summary

McKinsey's 2026 survey shows that 42 percent of respondents believe a shift to global business services cannot succeed without an explicit vision, a leadership mandate, and a governance structure behind it. The finding sits within the report's advice on how to move from traditional shared-services centers toward AI-native service hubs. The report argues that the leaders of these centers should be brought into enterprise decision-making, for example by taking part in quarterly business reviews. It frames the transition as nonlinear, shaped by digital maturity, investment appetite, and leadership vision. Other recommended moves include prioritizing agentic AI by impact and feasibility, testing contrasting pathways through proofs of concept, and building talent ecosystems with partners. The implication is that the change is a top-management agenda rather than a back-office technology project.