Industry Insights

As Shared Services and Global Business Services (GBS) evolve, leaders are under pressure to transform their operating models, scale GenAI, and create measurable enterprise value. This report draws on the priorities, challenges, and in-progress initiatives submitted by executives attending the Shared Services & GBS Select Executive Leadership Summit.

Their combined perspectives reveal not only what is keeping leaders up at night, but where the world’s most forward-leaning GBS organizations are placing their bets. Inside, you will find clear patterns, real use cases, and a grounded view of the strategies that will shape the next generation of GBS.

The content piece Top Priorities Shaping Shared Services and GBS Leadership in 2025 explores the emerging trends and challenges in Shared Services and GBS, based on insights from 50 senior executives. It highlights the transformative impact of generative AI, RPA, and machine learning in streamlining operations, enhancing customer interactions, and optimizing business processes. Leaders are also focusing on customer-centric innovations, workforce transformation, and driving efficiencies through automation and analytics, while balancing cost pressures and innovation.

The report offers actionable strategies for leaders, such as piloting AI technologies, improving process transparency, and integrating productivity metrics. It also emphasizes the importance of governance and compliance when adopting new technologies. Looking ahead, the piece promotes the Shared Services & GBS Select Executive Leadership Summit in March 2025 as a key event for leaders to explore these trends, share insights, and collaborate on shaping the future of the industry.

This article explores how shared services organizations can future-proof their workforce by adopting a skills-first approach. It emphasizes the importance of right-skilling and upskilling to address immediate operational needs and prepare for evolving industry demands. Through real-world examples and insights into leveraging AI and automation, the piece showcases strategies to foster resilience, drive innovation, and create inclusive growth opportunities.