Key trends shaping the future of global business services.
CX trends,
ABSL Summit,
Published on Wed Jul 09 2025
Updated on Fri Aug 08 2025
3 minute read
I recently had the chance to attend the Polish 2025 ABSL Summit, and one message rang crystal clear: Poland's business services sector isn't just adapting to change; it's actively forging a new operational paradigm. According to the latest ABSL report Poland's business services sector, with 2,081 active centers and nearly 489,000 employees as of Q1 2025, contributes a formidable 5.7% to Poland’s GDP and accounts for 7.6% of total employment in the enterprise sector.
In parallel, the global business services sector is undergoing a monumental shift, moving from a race for operational efficiency to an era defined by intelligence, creativity, and purposeful agility. We are witnessing a fundamental reimagining of our sector, transcending its former role as a mere back-office utility to become a strategic growth driver embracing innovation, sustainability, and disruption leadership.
The transformative impact of GenAI.
The most striking revelation from the summit was the transformative impact of Generative AI (GenAI). This isn't simply another wave of automation; we stand at the precipice of intelligent systems capable of redesigning work itself. Over 20% of global organizations have already deployed GenAI solutions, and more than half are actively planning implementation. In Poland, our centers mirror this trend, with 22.4% of processes already automated. The conversation has decisively shifted from Robotic Process Automation (RPA) to full-process reinvention, reshaping or eliminating routine tasks and giving rise to AI-augmented roles that prioritize strategic, creative, and interpretive functions. The traditional Global Business Services (GBS) model is dead; the future is about generative business services, integrating advanced automation, embedded AI, modular delivery, and customer co-creation. Our centers are rapidly transforming into intelligence hubs, blending industry-specific insights with cutting-edge digital capabilities. The era of "one-size-fits-all" is unequivocally over; vertical specialization driven by deep domain knowledge and regulatory fluency is our new way forward. Talent remains Poland's sector’s most critical asset and its greatest challenge. The shelf life of tech skills is now a mere 2.5 years, creating a dynamic environment where agile learning cultures are becoming a competitive advantage. The future workforce must be AI-literate, fluent in cloud-native tools, and adept at critical thinking in AI-infused environments. We've seen a significant shift towards hybrid working (60.1% of centers), balancing flexibility with the necessity for collaboration. Our sector is also maturing demographically, with the share of 35-plus-year-old workers consistently increasing to 46.0% in 2024. Critically, 97.5% of centers employ foreigners, who comprise 19.6% of the overall workforce, showcasing our multicultural strength. Technology is the undeniable backbone of our transformation, driving scalability, agility, and strategic differentiation. The adoption of Intelligent Process Automation (IPA) has surged to 74.1% in Q1 2025, with a mean automation rate reaching 22.4%. While GenAI is overwhelmingly seen as an opportunity (84.6% of firms), its full impact on productivity is still unfolding, marking a maturity gap we are actively addressing.
Navigating geopolitical and economic headwinds.
The global economy is firmly entrenched in a VUCA (Volatile, Uncertain, Complex, Ambiguous) and BANI (Brittle, Anxious, Non-linear, Incomprehensible) environment. The summit illuminated that the "Liberation Day" announcement of sweeping tariffs by the re-elected U.S. administration fundamentally shook trust in the U.S. as a stable economic partner, driving a move towards a more fragmented system of regional blocs. This creates an increasingly asymmetric and unpredictable economic environment. Despite these global headwinds, Poland’s economy stands out for its resilience, with GDP growth accelerating to 2.9% in 2024 and forecasted to rise to 3.7% in 2025. This rebound is fueled by strong private consumption, EU funds, and the undeniable tailwinds of nearshoring and allyshoring, which position Poland as a prime destination for resilient delivery hubs. However, we are not immune to external pressures: soft demand in Germany and the eurozone poses risks to exports, and the PLN’s appreciation squeezes exporters' competitiveness. Rising labor costs (cited by 93.5% of respondents) and talent shortages (60.0%) are the two main threats to Poland’s attractiveness, signaling the imperative to move beyond cost-based advantages. Our ability to secure long-term competitiveness hinges on accelerated digital transformation, process efficiency, and workforce upskilling. ESG is no longer a side project; it's an integral part of business conduct, with 77.7% of firms implementing a global or regional ESG strategy.
Bold action for an indispensable future.
The 2025 ABSL Summit reinforced a critical message: the sector's impressive resilience amid global turbulence is undeniable. As we move forward, the strategic choices made today, particularly concerning the 3Ts of Talent, Technology, and Transformation, will determine our ability to not just thrive amidst change, but to lead the charge towards a more innovative, purpose-driven, and truly indispensable future for global business services from Poland. Our journey from employment scale to value leadership is well underway, but its continued success depends on bold, strategic action. In conclusion, the 2025 ABSL Summit was really a great occasion to attend compelling discussions, listen from experts but the true value, as always, came from the opportunity to connect with friends and colleagues across the #BSS and ABSL Community, engaging in candid conversations about the economic and geopolitical challenges that confront us all. Optimism might be too strong a word, but the situation remains undeniably positive. Our sector is acutely aware of the complexities ahead, recognizing that this won't be an easy ride. Nevertheless, a collective determination to push forward is palpable.
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