State of the Shared Services & Outsourcing Industry – Global Market Report 2021

How to 'stay ahead' in 2021

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How to 'Stay Ahead' in 2021

By the time you read this, it will have been a year since the first inklings of disruption made themselves felt in Wuhan, China, where a number of SSOs are based. I don’t need to remind you what happened then. Indeed, if there is one thing 2020 taught us, it’s to expect the unexpected. And that, perhaps, is the key lesson. For, while work from home has proven itself, the challenge of maintaining mental and physical health, and of drawing boundaries, remains to be solved as we go to press.

Nevertheless, there is no going back. Organizations have learned that they don’t need to invest in expensive real estate, that travel can be curtailed, that they can recruit from outside their immediate commuting range, and that virtual teams work well (given enabling technologies and enough personal touch points). Indeed, the reality of digital transformation has escalated as both virtual and digital have come to define resilient operations.

Despite this, the basics of shared services remain. And in this respect, although 2020 has wrought changes, work is simply being redesigned or rethought given both limitations and opportunities. However, while Miriam Webster made “pandemic” its word of the year, SSON is choosing a more strategic phrase to define the moment: “Staying Ahead.”

That message is reflected in this report, which focuses on five areas we believe are most critical to ‘staying ahead.’ The report was written with the support and input of SSON’s Global Advisory Board and thus reflects not just our research, but also input from 20+ of the world’s leading SSO and GBS operators.

I hope you have plenty of opportunity to refer to it throughout the course of this year.

Barbara Hodge

Global Editor/SSON

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

Co-Contributor


Barbara Hodge
Principal Analyst and Global Digital Content Editor
Shared Services and Outsourcing Network (SSON)
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