The past couple of years have shown a clear trend away from transactional, human-based work and towards knowledge-driven activity enabled by data and automation. Yet, and despite the anxiety unleashed by “robotics”, this has not translated to obvious job losses. Instead, SSOs are developing new competencies, leveraging Centers of Expertise, and taking on growth without adding headcount by expanding into new services and geographies.

This year's report is broken into five core areas that guide modern Shared Services:

• Operating model
• Strategy
• Talent
• Automation & the digital workforce
• Future technology opportunities
• And much more!

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