Industry Insights & Trends

This interactive benchmarking Workbook shows where shared services and GBS stand in 2026 and what's coming next.

Built from leaders across the SSO and GBS community, it highlights the key shifts shaping the future:

• 74% expect major changes to operating models, with a move toward more flexible, AI-enabled structures
• 61% are still centralizing, but hybrid and CoE models are growing fast
• 50% expect better automation outcomes, but execution is still a challenge Top AI barriers are technology (52%), cost (45%), and data readiness (45%)
• Over 70% expect significant workforce re-skilling The direction is clear. GBS is becoming a strategic, AI-powered value driver.

This isn't just a report. It's your benchmark for what's next.

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The 30-Year Evolution of Shared Services is a comprehensive research report exploring how shared services and Global Business Services (GBS) have transformed, from transactional cost centers into intelligence-led enterprise operating models.

Built on three decades of Shared Services & Outsourcing Network (SSON) insights and executive viewpoints, the report highlights the pivotal moments that shaped today's top priorities, including AI in shared services and modern GBS models, as well as end-to-end process ownership and global delivery strategies.

What you'll gain from this report:

✔️ A structured timeline mapping the evolution of shared services, from early SSCs to AI-powered, enterprise-wide GBS

✔️ Ten key catalysts that reshaped GBS, including governance, experience-centric design, data, analytics, and agentic AI

✔️ Real-world case studies from industry pioneers such as P&G, GE, Shell, Ford, American Express, ABB, and HP

✔️ Executive perspectives from leaders at Siemens GBS, Allianz Services, Tesco Business Solutions, Mars, Iron Mountain, Carrier, NielsenIQ, and more

✔️ Practical benchmarks highlighting why some shared services models successfully scaled while others fell short

Whether you were involved in building shared services from the outset or are now driving its AI-enabled future, this report delivers valuable context, peer insights, and enduring lessons for enterprise leaders navigating transformation.

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As Global Business Services accelerates into its next phase, expanding scope is no longer optional. It is the catalyst for unlocking enterprise-wide value beyond cost efficiency. This handbook explores the strategies, insights, and real-world examples driving the future of GBS.

What You'll Learn:

• The key forces redefining GBS, from customer-centric models to tech-enabled transformation
• How leading organizations move beyond incremental gains to deliver measurable business impact
• Real-world examples of high-value scope expansion across unexpected functions
• Practical approaches to gaining stakeholder buy-in and scaling new capabilities

GBS has moved far beyond its back-office origins. It now sits at the heart of growth, innovation, and experience. Download the handbook to see how top organizations are pushing the boundaries.

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88% of shared services professionals have named cost optimization and operational efficiency as their top strategic goals for 2025. But what does success look like—and how are best-in-class shared services centers (SSCs) making it happen?

The 2025 edition of SSON Research & Analytics’ flagship report, The Handbook to Setting Up a Modern SSC, is now available. This data-rich guide is packed with peer-led survey insights, benchmarking data, and expert recommendations to help you modernize and future-proof your shared services strategy.

• Strategic Priorities for 2025: Uncover the key challenges and goals SSC leaders are tackling this year.
• Benchmarking & Performance Insights: Compare your SSC against industry standards and identify performance gaps.
• Process Excellence: Get practical tips from top companies on optimizing high-impact processes for global efficiency.
• Digital Transformation: Explore how RPA, AI, and analytics are reshaping service delivery and operations.

Claim your copy to start transforming your SSC today. Click here to have your copy emailed to you.