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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.

Want your copy emailed to you? Click here for your copy.

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.

Want your copy emailed to you? Click here.

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.

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.

Designed to maximize meaningful connections and discovery, this year's Expo Hall brings together leading solution providers, innovative startups, and industry experts in a more dynamic, interactive environment. The updated layout makes it easier than ever to navigate, uncover new technologies, and engage in valuable conversations that move your business forward.

• Explore premium booth locations and high-traffic areas
• Understand attendee flow and positioning opportunities for maximum visibility Identify proximity to networking zones, stages, and feature areas
• Evaluate branding and activation opportunities within the Expo Hall
• Start planning how to create a standout presence that drives engagement and leads
  

In this insightful interview, Turan Sahin, CEO of Allianz Services, discusses "Redefining GBS in the Next 10 Years" and shares his visions for value delivery. Sahin explores the evolving definition of value in GBS and its impact on future organizations. He also examines the role of GBS in driving innovation and suggests practical strategies for enhancing organizational value. Additionally, Sahin reflects on the significance of emerging technologies like AI and analytics in shaping the future of GBS. 

In this engaging two-minute interview, Amrit Bains, Director of People and Corporate Shared Services at OIC Foods, delves into the transformation towards a service-first culture. Bains discusses the pivotal shifts organizations must make to embrace this mindset, sharing insightful examples of OIC Foods' successful transition. She highlights key strategies and initiatives that played a crucial role in their journey. Furthermore, Bains elaborates on the positive impact a service-first culture has on employee engagement and customer satisfaction. She also shares her favorite moments from Shared Services & Outsourcing Week, adding a personal touch to the conversation. Check it out!

In this interview Sue Danino, VP of Global Business Services at Hubbell Incorporated, discusses driving productivity and improvement in Accounts Payable. Danino shares the most effective strategies she has utilized to enhance productivity, addresses common challenges others may encounter, and recommends specific automation solutions and software platforms for organizations to consider. She also offers valuable advice for organizations aiming to prioritize and implement improvements within their Accounts Payable processes. Additionally, Danino highlights her favorite aspects of Shared Services & Outsourcing Week, adding a personal touch to her professional insights.

Cindy Pauls, Director of Global Shared Services at Sazerac Company, explores the theme of "Being Your Authentic Self and Steps to Success in Your Career." Pauls offers practical advice on how individuals can embrace and showcase their authentic selves in their professional lives, emphasizing the importance of authenticity for career fulfillment and success. She also discusses the critical role of building a network of supportive leaders and mentors, sharing effective steps to identify and cultivate these valuable relationships. Additionally, Pauls shares her favorite moments from Shared Services & Outsourcing Week, providing a personal glimpse into her experiences at the event.

In this enlightening 4-minute interview, Alicia Jones, Total Rewards Customer Service Supervisor at the City of Memphis, shares insights on "Setting up your Diversity, Equity and Inclusion Program." Jones discusses her experience running a women's circle at her company and strategies for engaging employees and leadership in such initiatives. She also addresses common challenges organizations may face when implementing DEI initiatives or employee resource groups. Finally, Jones reflects on her favorite moments from Shared Services & Outsourcing Week.

Juliano Godoy, General Manager at Phillips 66, discusses "Culture Transformation - Conducting a Complete Culture Fitness Diagnostic." Godoy provides insights into engaging employees in solution-driven process mapping and strategies for investing in employees effectively. He also explores the role of leadership in driving culture transformation efforts and shares his favorite moments from Shared Services & Outsourcing Week.

In this captivating interview, Kiran Mann, the Chief Operating Officer at OIC Foods, delves into the theme of "GBS as the Engine for Enterprise Transformation." Mann shares valuable insights on innovation and transformation initiatives unfolding across the enterprise. She offers practical steps for GBS executives to align their initiatives with broader enterprise goals and strategies, providing actionable advice for driving organizational success. Additionally, Mann reflects on her favorite moments from Shared Services & Outsourcing Week, adding a personal touch to the discussion.