Posted on: Dec 01, 2025
Yesterday’s conference at the Łódzka Specjalna Strefa Ekonomiczna (Lodz Special Economic Zone) brought together the leaders and practitioners shaping the future of the business services sector. With industry transformation accelerating in unprecedented ways, the conversation was as timely as it was essential.
One of the standout moments of the day was the expert panel “What’s next for the BSS industry in Poland and Europe?” featuring
Michał Bielawski, Tomasz Brzostowski, Wojciech Karpiński, and Krzysztof Lewiński, moderated by Wiktor Doktór.
The discussion painted a clear picture: the sector stands at a turning point, and the decisions taken now will determine whether GBS organisations thrive in the next decade.
From Cost to Capability: The Shift Defining European GBS
As highlighted by Michał Bielawski, work with GBS organisations across Europe confirms a significant change in how global companies approach business services.
The era of competing primarily on cost is over.
Competitive advantage is no longer derived from labour arbitrage alone. Instead, the organisations gaining momentum are those that combine:
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specialised capabilities,
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deep domain expertise,
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mature operating models, and
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smart, scalable technology adoption.
Crucially, this evolution does not begin with software investment—it begins with leaders equipped to leverage AI and emerging technologies intelligently and responsibly. The organisations winning today are those empowering their people to become digital leaders of tomorrow.
Poland: A Mature, Reliable and Transformational Market
The panelists underscored another important milestone: the Polish BSS/SSC sector has reached full maturity. After nearly 30 years of development, Poland stands as one of the most reliable nearshoring and offshoring destinations in Europe.
Poland’s strengths are no longer viewed as cost-driven but value-driven, rooted in:
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a strong Western-aligned work culture,
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excellent communication skills,
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high ethical and operational standards,
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rapid adoption of new technologies, and
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a proven ability to learn—and scale—quickly.
This combination positions Poland not as a follower in global GBS trends, but increasingly as a co-creator of global enterprise value.
What Will Shape the Sector Next?
The panel outlined the forces that will define the next stage of GBS evolution—both in Poland and across Europe.
1. AI-Driven Operating Models
Entire workflows will be redesigned around analytics, prediction, automation and AI-enabled decision-making.
This includes both core operations and higher-value services.
2. Talent as a Premium Resource
Demand is shifting toward:
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digital specialists,
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data and analytics roles,
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domain experts,
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professionals able to work at the intersection of business and technology.
Skills—not headcount—will be the new currency.
3. Rise of Micro-Expert Hubs
Small, specialised teams delivering highly technical, niche, global value are becoming central to modern GBS strategies.
4. New Expectations from Global Headquarters
GBS organisations are increasingly expected to take ownership of:
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global analytics,
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AI governance,
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ESG reporting,
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digital strategy roadmaps,
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strategic decision support.
5. Nearshoring Pressure & Geopolitics
Despite regional instability due to the war in Ukraine, Poland and CEE are gaining strategic relevance in global restructuring and risk diversification efforts.
6. Rising Wages & the Automation Imperative
Higher labour costs combined with technological progress are pushing organisations to rethink:
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processes,
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roles,
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competencies, and
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operating models as a whole.
Opportunities for Poland: Moving Closer to the Global Core
The panelists agreed that Poland will continue moving up the value chain, especially in areas tightly connected to global HQs. The most promising directions include:
R&D functions
Centers of Excellence (CoE)
Global Capability Centers (GCC)
BPO market consolidation
Innovation-led, high-value services
Each of these areas strengthens Poland’s position not only as an operations hub, but as a strategic partner in global transformation.
A Clear Message: Talent, Technology and Adaptability Will Define Poland’s Future
One conclusion resonated strongly across the panel:
Poland’s future in BSS will not be built on low-cost operations.
Instead, competitive advantage will come from:
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the ability to attract and develop world-class talent,
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smart AI and digital adoption,
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strategic adaptability and transformation readiness,
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the competence to support global headquarters in navigating increasingly complex business landscapes.
In a world where costs no longer define competitiveness,
people and innovation define growth.
Poland—and the broader CEE region—are positioned not merely to participate in this shift, but to lead it.
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