Fast Track Your Attendance

The Shared Services & Outsourcing Week (SSOW) conference is the world's longest-running shared services and Global Business Services (GBS) event, bringing the GBS community together to benchmark, network, and shape the future of the operating model. The 2027 agenda moves beyond where work gets done to how it's orchestrated, governed, and optimized in an AI-enabled world, with sessions tagged by maturity level (Early, Scaling, Advanced). 

📅 Date: March 8–11, 2027 

📍 Location: Rosen Shingle Creek, Orlando, FL 

What Can You Expect at SSOW 2027? 

🧭 New Themes, Sharper Focus: Six refreshed Tracks including Smart Finance Operations, Automation as a Service, HR Operations Management, and brand-new Transformation Problem Solving Clinics. 

🤖 Agentic AI in Shared Services Bootcamp: A hands-on pre-conference day on deploying agentic AI in GBS, covering AI governance and multi agent orchestration. 

💜 SSOWomen's Day: Open to all attendees, male allies included, focused on building relationships and driving female leadership in business services forward. 

🚀 Careers Day: Get a practical playbook for advancing your career through self-advocacy, leadership, and internal networking.

🏆 SSON North American Impact Awards: Find out who's crowned Best of the Best in shared services and GBS and start prepping your submission. 

🌊 The SSOW Glow Party: SSOW's #1 networking event is back. This year, we might be taking the party poolside. 👀 

Want a copy emailed to you? Click here to request a copy.  

This interactive benchmarking workbook is your jump-start to 2026 readiness - built from hundreds of leaders across the shared services & GBS community. If you want to know what’s rising, what’s stalling, and where peers are placing their biggest bets next, this is the data to guide your roadmap. 

Here’s a real-time pulse on where the industry stands right now:

• Nearly 70% of SSOs are already shifting from transactional back-office work into customer-facing / decision-support roles - with another quarter actively considering it.
• Over 50% say their biggest business kudos now come from creating value, not cutting costs.
• GBS is becoming the AI engine of the enterprise: about one-third house GenAI/Agentic AI projects inside GBS, and another 24% run them through GBS-led Digital or Automation CoEs.
• 71% of organizations sit in the top GBS NPS tier (≥60) - a signal that internal experience is becoming a real differentiator for AI adoption and service scale.

The interactive benchmarking workbook explores four transformation priorities for shared services and GBS in 2026: scaling agentic AI and automation, shifting to experience-led service delivery, building AI-ready talent and skills, and proving enterprise value with next-gen benchmarks beyond cost savings.

Bottom line: this isn’t just another report - it’s a live benchmark of where shared services & GBS stands today, and where the industry is heading next. Claim your complimentary copy by filling out the form to the right and see exactly how your roadmap stacks up.

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

Mark 30 years of innovation, transformation, and industry connection with the Shared Services & Outsourcing Week (SSOW) Post-Show Report — a comprehensive look back at the event that continues to shape the shared services and global business services (GBS) landscape. This special edition report highlights the conversations, strategies, and standout moments that made this anniversary year unforgettable.

Inside the report, you'll explore:

• Three Decades of SSOW Evolution: Industry executives and practitioners came together to reflect on how shared services and GBS have transformed over the last 30 years — and what's next for the future of operational excellence and enterprise transformation.
• Practical Insights from the Agentic AI Bootcamp: The debut Agentic AI in Shared Services Bootcamp delivered actionable guidance on one of the sector's fastest-moving technologies, helping attendees separate hype from real-world application.
• How Women in GBS Are Shaping What's Next: SSOWomen's Day brought together influential leaders and emerging voices for meaningful discussions around leadership development, mentorship, allyship, inclusion, and advancing careers across the GBS ecosystem.
• Recognizing Impact Across the Industry: Take a look back at the reimagined 2026 SSON North American Impact Awards Gala, where organizations, teams, and executives were honored for driving innovation and measurable business results.

Complete the form to access your copy of the SSOW Post-Show Report, and opt in to receive additional shared services and GBS research, insights, and upcoming event updates.

Want your copy emailed to you? Click here.

Discover what makes shared services truly award-winning. SSON’s latest feature showcases how the world’s best Shared Services & GBS organizations turn ambition into measurable impact — through innovation, bold storytelling, and purpose-driven transformation.

Inside the Blueprints of Excellence

• Transform with Relevance & Storytelling – Judges like Tom Nesteruk, Jana Vondran, and Jo Anne Dimitriou, reveal how innovation and narrative go hand in hand, encouraging submissions that go beyond data to tell a story of impact and creativity.
• Siemens – Change Management & Business Transformation Impact Award – Agile “Hub Model” delivered 4.4% customer value growth and $7.4M in savings.
• SLB – Automation Impact Award – Achieved 70% PO automation, 22% cost reduction, and a 400 bps engagement lift.
• T-Mobile & Infosys BPM – Customer Centricity Impact Award – Reduced query turnaround by 55%, saved $600K annually, while maintaining 99% SLAs.
• Johnson & Johnson – Process Improvement & Value Creation Impact Award – Unifying fleet policies into a single global framework, streamlining operations and accelerating long-term value creation.

Each story brings to life the bold thinking, creativity, and measurable results that define shared services excellence — proving that transformation isn’t just about efficiency, it’s about people, progress, and purpose.

Fill out the form to the right or click here to have your copy emailed to you and discover what award-winning shared services look like in action!

The 30-Year Evolution of Shared Services is a definitive research report examining how shared services and Global Business Services (GBS) evolved from transactional cost centers into intelligence-driven enterprise operating models.

Drawing on three decades of Shared Services & Outsourcing Network (SSON) archives and executive perspectives, it traces the key inflection points shaping today’s most searched priorities—from AI in shared services and GBS operating models to end-to-end process ownership and global delivery strategy.

What you’ll gain from this report:

✔️ A clear timeline of shared services evolution—from early SSCs to AI-enabled, enterprise-wide GBS

✔️ The 10 catalysts that redefined GBS, including governance, experience-led design, data, analytics, and agentic AI

✔️ Real-world case insights from pioneers like P&G, GE, Shell, Ford, American Express, ABB, and HP

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

✔️ Practical benchmarks showing why certain shared services models scaled—and why others stalled

Whether you helped build shared services from the ground up or are shaping its next AI-native chapter, this report offers strategic context, peer insight, and lessons that remain highly relevant for today’s enterprise leaders navigating transformation.

Request your complimentary copy via email.

The Most Prestigious Awards in Shared Services Are Back!

SSON's 2025 North American Impact Awards finalists have just been revealed! These trailblazers are setting new standards in excellence, innovation, and impact across shared services and GBS.

Who made the cut? Who’s leading the charge? Find out now! Get exclusive access to the full list of finalists and see who’s in the running for top honors.

• Click here to request a copy of the finalist.
• Don’t miss out—secure your spot today! Book online and add your SSON Impact Awards Gala Pass at checkout.

Who Should Lead GBS in 2025 and Beyond?

Global Business Services (GBS) is evolving fast, but the question remains: who should really be in charge? Reporting lines impact strategy, investment, and influence, and may be the biggest barrier to unlocking GBS’s full potential.

Inside this must-read article, you’ll discover:

• Why CFO reporting keeps GBS stuck in a “cost control” mindset — and how this limits innovation and customer experience.
• Where GBS should report instead — with a strong case for CIO alignment as technology and AI redefine the enterprise.
• The opportunity of CIO leadership — driving a platform-based, AI-powered GBS that fuels agility and enterprise-wide transformation.
• A bold future vision — could a new Chief Digital Platform Officer (CDPO) be the natural next step in GBS leadership?

If you believe GBS is more than just savings — but a strategic enabler of growth and innovation — you won’t want to miss Deborah Kops’ expert perspective. Fill out the form to the right or click here to request your copy today.

Agentic AI pilots are easy to launch, but scaling is where most programs stall. This article breaks down what enterprise leaders need to put in place before automation expands.

Learn why “standardize first” means aligning teams on shared inputs, steps, decision rules, and exception handling, and what must be defined before agents can act across workflows: ownership, access boundaries, escalation paths, auditability, and risk-based controls.

What you’ll get:

✔️ Practical answers to common scaling questions

✔️ A clear governance and ownership checklist

✔️ Metrics that matter beyond hours saved (exceptions, rework, handoffs, cycle time, control performance)

✔️ Insights from Jesús Villalobos Arce, Process Enablement GBS Americas (Agentic AI in Shared Services Bootcamp Speaker)

Click here to have a copy sent to your inbox.