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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.

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.

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.

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.

Showcase your product and services and position yourself as the "go-to" solution provider to key decision-makers across the industry. Download the Current Attendee Snapshot and check out who you will meet at Shared Services & Outsourcing Week September this year!

Check out the Post Show Report to see all the action that happened at Shared Services & Outsourcing Week this past March in Orlando including Key Themes, seniority Breakdown of Audience, Fortune 500 Companies in Attendance, all the Buzz on Social Media, exclusive on-site Networking Experiences, and much more.

Download the Floor Plan and see the full layout of our sold-out Expo Hall at Shared Services & Outsourcing Week last March in Orlando including networking pavilions and a full map of our sponsors.

This September at Shared Services & Outsourcing Week, Shared Services and GBS executives from companies like Mars, J&J, Coca-Cola and more are coming together to network and meet with vendors who provide solutions in IA, financial automation, HR automation, BPO, process mining/discovery and more. Download the Agenda to get a full view of the event.

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.

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.