AI and the GBS sector in Kraków – a new chapter of business transformation

Artificial Intelligence is reshaping business faster than any previous technology, and Kraków, as one of Europe’s leading Global Business Services (GBS) hubs, is right at the center of this transformation. The publication “AI and the GBS Sector in Kraków Between Technology, Talent and the Workplace – A Business Perspective” demonstrates that AI is not a threat to the sector, but a natural stage in its evolution.

AI in GBS: transformation, not reduction

The GBS sector in Kraków has been steadily moving toward high value-added processes: end-to-end finance, data analytics, IT, cybersecurity, and strategic HR. This evolution makes it particularly well-positioned to adopt AI. Rather than eliminating jobs, AI is reshaping them – shifting from operational tasks to expert, analytical and project-based roles. Companies are increasingly using AI as support (AI as assistance), not as a full replacement.

Kraków as a GBS and AI hub in Europe

Market data confirms Kraków’s strength and resilience: over 100,000 professionals employed in GBS and IT, continuous investment growth, and the expansion of advanced competency centers. The city attracts global organizations thanks to its strong talent pool, leading academic institutions, and rapidly developing technological infrastructure – including initiatives such as the Gaia AI Factory, which further strengthen Kraków’s position on the European AI map.

Multiple perspectives: business, technology, HR and academia

What sets this publication apart is its multidimensional approach to AI in the GBS sector. It goes beyond market analysis, offering diverse perspectives on how AI is applied in practice – across business operations, technology, HR, skills development, workplace strategy, office real estate, and regulatory and security considerations.

The report also features insights from a wide range of experts: GBS leaders, AI practitioners, labor market specialists, academic representatives, and legal advisors. This provides a balanced view of both the opportunities and the real-world challenges, limitations, and risks associated with AI adoption.

How companies are using AI in practice

The publication highlights real-life applications of AI – from finance and HR automation, through IT tools and development support, to advanced analytics and customer service solutions. At the same time, it emphasizes the growing importance of future skills, such as data literacy, critical thinking, risk management, and the ability to use AI responsibly and effectively.

AI and the office market in Kraków

AI is also transforming the office real estate landscape. Offices in Kraków are evolving into “AI-ready” environments designed to support collaboration, innovation, and secure data-driven work. This shift shows that workplace decisions are becoming a key part of companies’ technology strategies – not just operational choices.

Download the report and get in touch

This publication offers an expert, comprehensive view of the changes happening at the intersection of technology, labor market dynamics, and real estate. If you want to better understand how AI is shaping the GBS sector in Kraków – and what strategic decisions your organization should consider – we invite you to download the full report.

DOWNLOAD THE PUBLICATION

To discuss the insights and their impact on your business or expansion plans in Kraków, feel free to contact Aleksandra Markiewicz, PhD, Knight Frank: