Built from the insights of 330+ industry leaders, the 2025 edition of this annual Workbook has been released—and it’s your go-to guide for benchmarking, prioritization, and strategy alignment in the year ahead. Packed with comparative data, regional analysis, and process-level insights, this resource is built to help GBS and shared services leaders make smarter, faster decisions.

Here’s what you’ll get inside:

• Real-Time Benchmarking: See how your North American peers are advancing—from AI-driven O2C to full-scale digital transformation.
• Process-by-Process Intelligence: Unlock actionable insights for core operations like S2P, H2R, and R2R to tackle top-of-mind challenges.
• Strategy-Driving Data: Discover emerging trends including insourcing, citizen-led innovation, and value creation—backed by fresh data and executive analysis.
• Tech + Talent Transformation: Learn how shared services teams are evolving from transactional to strategic with AI, automation, and upskilling.

Grounded in regional studies and visual dashboards, this Workbook is a must-have for any GBS leader shaping a 2025 roadmap. Claim your complimentary copy today or click here to request your copy via email.

Check out the SSOW 2025 Agenda at a Glance! This is your go-to resource for navigating Shared Services & Outsourcing Week (SSOW) in Houston—designed to help shared services and GBS leaders make meaningful connections, explore cutting-edge trends, and walk away with actionable insights.

Inside, you’ll get a focused preview of what to expect…

• Diverse Session Formats: Choose from Site Tours, interactive Workshops, Case Studies, and Track Sessions covering Source-to-Pay, Order-to-Cash, Record-to-Report, and Supply Chain Management.
• Top Industry Speakers & Key Themes: Hear from senior leaders at companies like PepsiCo, NOV, Stanley Black & Decker, and Otis, covering topics such as digital transformation, AI, automation, and proving business value.
• Networking Opportunities: Connect with SSO and GBS professionals, benchmark in real time, and engage in conversations that support your strategic goals.

This fall, we’re going beyond trends. SSOW is built around real outcomes: how to add value, drive value, and prove your value. With a growing focus on integrated processes, strategic consultancy, and AI-powered automation, you’ll discover how to elevate your shared services model in a competitive, digital-first landscape.

Don’t miss your chance to explore what’s next. Download your copy of the SSOW 2025 Agenda at a Glance today, or click here to have it sent directly to your inbox.

Relive the best moments from the leading networking event for the shared services and GBS community with the Shared Services & Outsourcing Week (SSOW) Post-Show Report. Whether you joined us in Orlando or not, this report captures the energy, innovation, and key takeaways from our biggest event yet.

Here’s a glimpse of what you’ll find inside:

• Women Empowering Women: 100+ women and allies sparked momentum for a more inclusive, future-ready industry at the SSOWomen’s Day Pre-Conference.
• The Glow Party that Lit Up SSOW: Cocktails, games, and dance moves fueled unforgettable networking at our first-ever Glow Party.
• Celebrating Excellence: Get the highlights from the SSON North American Impact Awards Gala, honoring bold leaders in shared services and GBS.
• Voices from the Floor: Hear what insights attendees are taking home to future-proof their operations.
• Trends Powering Shared Services: See how workshops, site tours, and sessions spotlighted transformative tech, talent, and CX strategies.

Don't miss your chance to see why SSOW continues to set the standard for the shared services and GBS community - claim your copy or click here to have yours sent to you.

Explore North America's pivotal role in the GBS industry with our latest report, featuring insights on E2E process optimization through generative AI. Learn about the impact of MDM practices, AI, and RPA on data management and compliance. Discover how GPOs drive cost efficiency and customer-centricity, with a shift towards holistic service models. Produced by SSON Digital, this report provides essential insights for staying ahead in the evolving SSO and GBS landscape.

Discover key insights in the North American Shared Services landscape with this Interactive Report by SSON Research & Analytics. This essential report explores achieving next-level value through process optimization, enhancing stakeholder relationships, and leveraging digital transformation and AI for efficiency and cost savings. Understand the pivotal role of talent optimization and engagement in driving productivity and growth. Check out this interactive report today to stay ahead in the industry.

With more than three years of continuous upheaval and change behind them, Shared Services and GBS organizations are having a pivotal moment. They have proven invaluable in maintaining continuous and resilient operations despite [perhaps even because of] an increasingly remote and hybrid workplace – enabled by the acceleration of “everything digital,” the recognition that automation is a game-changing capability, and the adoption and expansion of new service lines. This interactive report provides some of the most influential trends that will impact your Shared Services operation in the year ahead, and ensures you face the future well-prepared.

Shared Services have come a long way since their inception, thanks to the power of automation, digitization, and the evolution of work. With an unwavering focus on process excellence, shared services have emerged as a crucial driver of success. This virtual analytics workbook takes you through the most pressing trends in North American shared services right now.

There are a number of challenges facing shared services organizations (SSOs) right now, some of them include; the struggle to retain talent, teams working to bring their processes up to speed with the latest automation technologies, delivering the Global Business Services (GBS) model all the while adapting to hybrid work environments.

This report details the top 5 trends shaping the SSO space right now!

Unlock the Boundless Potential of Generative AI (Gen AI)! Embark on an exciting journey into the future of finance shared services with our insightful article. Delve into the remarkable ascent of this cutting-edge phenomenon, uncover how industry leaders harness Gen AI, learn how it can effortlessly revolutionize your business in just four steps, and catch a glimpse of the limitless possibilities it holds. Don't miss this opportunity – Read it now!

In today's competitive business landscape, attracting and retaining top talent has become crucial for organizations' success. Shared services play a significant role in this pursuit by offering a centralized model where HR activities, such as recruitment, payroll, benefits administration, and employee relations, are consolidated and delivered as services to various business units within an organization. This report explores how shared services can attract top candidates and foster engagement and commitment to the organization's growth and prosperity, featuring valuable statistics and an infographic questionnaire answered by hundreds of shared services professionals. Read it now! 

Shared services and global business services (GBS) professionals are key to enhancing customer experience across the entire enterprise. By leveraging their skills and knowledge, organizations can consistently deliver high-quality services that meet or exceed customer expectations. In order to help drive a positive customer experience, however, shared services and GBS centers will increasingly rely on new and emerging technologies. Read it now!

The domain of intelligent automation is experiencing rapid progress, characterized by a continuous flow of advancements. This swift evolution is propelling the modern business landscape to unprecedented heights of development. In this article, we delve into the top five breakthroughs that demand careful attention. Will these advancements truly skyrocket and permanently reshape the business world? Are they poised to revolutionize the day-to-day operations of your organization? Perhaps you are already fully immersed in their transformative impact.

The future of intelligent automation holds a prominent role in all upcoming business endeavors. It ensures the perpetual integration of innovative solutions within this field. The only remaining question is: how quickly will these advancements gain momentum? Interested in learning more about these advances in intelligent automation? Read the report now!

In preparation for SSOW this September, SSON Digital sat down with Jim Hankins, the Executive Director of HR Shared Services at University of California, Davis, to discuss the upcoming event and the state of HR in Shared Services. During our conversation with Jim, he shared insights into how HR departments are changing their culture to accommodate a shifting workforce, why technology continues to drive the future of HR, and how attendees can get the most out of their trip to SSOW. Jim also shared one of his biggest concerns in HR today... the employer-employee value proposition, where Jim believes businesses are not offering enough benefits to retain hard-working employees nor doing enough to help them grow their careers. To read how Jim would re-draft this value proposition, make sure to read the report today!

In the past two years supply chains have faced issues with sparse resources, delayed digital transformations, and shifting consumer attitudes. Procurement experts are struggling to keep up with these challenges, and they are hoping advancements in technologies can help alleviate their struggles. Before SSOW, SSON Digital wanted to sit down with Dr. Arnd Hirschberg, the current CPO and Head of Supply Chain (Industrial Applications) at Siemens Energy, to discuss some ways to overcome these supply chain challenges. During the conversation, Arnd repeated the importance of transparency across a supply chain in ensuring that both businesses and suppliers understand what contracts are causing dilemmas. Read it today!

The role of today's Finance lead is about far more than cost-effective processing, cash management and control. Over the past two decades, the Shared Services and Outsourcing Network (SSON) has tracked the evolution of Finance to what is today a data-driven and intelligence-enabled seat of decision-making. And while not every organization is there yet, the trend across enterprises is pointing in the same direction.

The question presents itself, therefore: How do CFOs set their targets, today? How do they define their roles in the digital enterprise? What is their value-add, as financial processing falls into line?

Download SSON's report to learn more.

In this interactive report, travel through the four levels of shared services maturity (Emerging, Evolving, Adding Value and GBS) to find out where you currently fall and what you need to do in order to advance your SSO to the next level.

If you have any questions or are having trouble viewing the presentation, email us at enquiryiqpc@iqpc.com to let us know and we’d be happy to help!

Global business services have grown exponentially over the past 5 years. And it is no surprise the intelligent automation revolution has been occurring simultaneously. With the consistent growth and competition in the industry, staying ahead of the trends has become a critical component of strategy. As a result of mutual growth, the digital revolution and GBS have formed a vital relationship. Learn more about how the growth in GBS has supported digitlaization in this info-graphic from SSON.

Over the past two years, the essential skills for a GBS leader have changed, and according to Sumit Mitra, they will change again over the next two years. Sumit is the CEO of GBS for Tesco and a member of SSON’s Global Advisory Board. SSON Digital spoke with Sumit about the future skill sets of a shared services leader. During the conversation, Sumit highlighted why digital savviness and emotional intelligence are two skills that have emerged in recent years and are sure to continue being important for any leader in the future. Sumit also shared his advice for any professional looking to shift their career into the shared services leadership space. Read it now!

Even though RPA is a great shared services enabler, some still fail to scale the processes across their entire enterprise. Learn more about how to scale your RPA succesfully from the start with these 5 helpful tips!

The concept of Global Business Services has been around since the turn of the Millennium, and global brands like Proctor & Gamble, Unilever and Coca-Cola have already pioneered its development as the natural next step in their Shared Services journeys. Download this interview to learn about their SS journeys. 

Check out the hottest tips and takeaways from SSOW in 2022. Talking points include Gen Z employees, GBS, leadership, value proposition, management and so much more. Read it now! 

This interactive report maps out the 479 Captive/Hybrid SSCs across the U.S. West Coast. Play with the data to answer core questions such as:

• Where are the SSCs hotspots in the West Coast?
• What functions are most popular & what are the emerging functions?
• What industries are performing domain specific functions?
• What industries & company size are locating their SSCs in the West Coast?
• Where in the West Coast is there most demand for shared services talent?

This report delves into the crucial moment for the global Shared Services industry, grappling with the impact of digital transformation on its usual efficiency. Our yearly survey of Shared Services and Global Business Services leaders highlights the evolving skills needed for greater value, despite the challenge of their scarcity. Access the report for insights from our latest survey, revealing the priorities and strategies of shared services leaders for the coming year.