CINDE | Artificial Intelligence, Talent, & the Future of W...

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Artificial Intelligence, Talent, & the Future of Work | A C-Level Perspective with ServiceNow

In an era shaped by generative AI and intelligent automation, the role of Global Business Services (GBS) is being redefined.

What was once seen as transactional support is now transforming into strategic hubs that integrate technology, talent, and innovation. And Costa Rica is positioning itself at the forefront of that evolution.

Kevin McBride, Senior Vice President of Finance, Corporate Controller and Chief Accounting Officer at ServiceNow, recently sat down with CINDE’s Managing Director, Marianela Urgellés, to explore how ServiceNow views the future of high-value services—and why Costa Rica remains a key location in that vision.

According to McBride, the GBS model is evolving rapidly: automation, AI-driven insights, and integrated compliance frameworks are reshaping how multinational companies operate.

Yet, success goes beyond just technology—it requires leadership, adaptability, and a deep commitment to nurturing skilled, future-ready talent.

Watch the full conversation between Marianela Urgellés and Kevin McBride here and discover how Costa Rica’s value proposition continues to evolve through the lens of global technology leaders.