Infographics & Reports

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.

As Global Business Services evolves at record speed, scope expansion has become the key to unlocking enterprise-wide value beyond cost savings. This handbook unpacks the trends, strategies, frameworks, and real-world case studies shaping the next era of GBS maturity.

What You’ll Learn

• The biggest trends reshaping GBS: customer-centricity, tech-led transformation, and the shift from efficiency to value creation.
• Why scope expansion is essential to escaping the “1% improvement trap” and sustaining long-term business impact.
• Real examples of unconventional and high-value scope expansion, from clinical trial analytics to engineering services.
• Proven frameworks for securing buy-in, structuring transitions, and scaling new capabilities.

Modern GBS has outgrown its back-office roots, now it’s a strategic engine for growth, innovation, and customer experience. Claim your copy of the handbook today to learn how top organizations are redefining what’s possible. 

Want your copy emailed to you? Click here.

How Baha Mar and leading GBS teams turn autonomy into revenue assurance, faster reconciliations, and cleaner controls

Agentic AI is not another chatbot. It is a disciplined way to let software agents set goals, act within guardrails, and surface only the few decisions that need judgment. This concise guide distills a practical playbook for GBS leaders: where agents work now, how to start safely with data and governance, and what “good” looks like over the next three years. Use it to:

• Apply a clear model that separates RPA, copilots, and agents so teams pick the right tool for the job
• Stand up a safe pilot with data readiness, named ownership, approvals, logging, and a simple kill switch
• Recover revenue by making leakage visible and enforce policy without adding headcount
• Shorten the close with automated matching and exception routing that auditors can trace and trust
  

How much power does your CHRO really have over GBS success?

In today’s talent-driven enterprise, the Chief Human Resources Officer (CHRO) may be GBS’s biggest ally, or its biggest barrier. From appointments and org design to scope and storytelling, HR decisions quietly shape the limits of what GBS can achieve.

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

• How the CHRO’s “soft power” dictates structure, hiring, and credibility across the enterprise.
• Why well-intentioned HR policies can quietly stall GBS evolution - and how to challenge them.
• The political side of HR scope - when support for shared services turns into subtle resistance.
• Why perception matters - and how the CHRO’s internal narrative can make or break GBS reputation.
• The five practical moves every GBS leader should make to turn HR from gatekeeper to growth partner.

If GBS is to thrive as a driver of enterprise agility and talent innovation, leaders must learn to engage HR with strategy and intent. Fill out the form to the right or click here to request your copy today.

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.

Whether you’re defining your model or fine-tuning it for scale, clarity is your advantage. This 2-page Organizational Model Cheat Sheet helps you and your leadership team speak the same language around structure, value, and results.

Inside the Breakdown:

• Straightforward definitions of SSC, GCC, GBS, Federated, Hybrid, and Landlord models
• Where each model fits—and the common risks to watch for
• A KPI lens for leaders: efficiency, quality, experience, innovation, and value

Build confidence in your strategy.

Fill out the form to the right or click here to have your copy emailed to you, and move your organization forward—align your team and make better decisions, faster.

What does it take to lead effectively in today’s shared services and GBS environment? While the answer varies depending on your role, leadership, growth, and transformation remain at the core of every successful journey.

At Shared Services & Outsourcing Week (SSOW), five senior leaders shared unfiltered insights on how they’re tackling change, inspiring teams, and shaping the future of GBS.

Here’s a taste of what they opened up about:

• Best Practices & Future GBS Leadership – Why cost-to-serve matters more than headcount and how stakeholder buy-in drives transformation.
• Technology Leadership & Talent Development – Balancing business priorities while empowering early-career talent to lead on AI and automation.
• Overcoming Change Resistance – How peer-to-peer influence and leadership alignment create lasting adoption.
• Women’s Leadership & Transformation – The importance of raising your hand for big opportunities and leading change from the top.
• HR Innovation & Automation – Combining human-centered support with low-code automation and knowing when to “just start.”

This collection of conversations is a must-read for anyone driving impact in shared services, GBS, and beyond. Fill out the form on the right or click here to request your copy of the conversations.

The 2025 North American Virtual Analytics Workbook by SSON Research & Analytics delivers actionable insights for Shared Services and GBS leaders. Using exclusive survey data, it explores trends like process optimization, digital transformation, and AI integration. This interactive report highlights the evolving role of shared services in creating strategic value.

88% of shared services professionals’ top strategic target in 2025 is optimizing cost and efficiency. But how are leading shared services centers (SSCs) getting there?

SSON Research & Analytics’ 2025 edition of The Handbook to Setting Up a Modern SSC is now available, offering valuable, peer-driven survey results and statistics that answer these critical questions.

Key Takeaways from the Report:

• Gain insights into the top strategic priorities for 2025 and how leading SSCs are addressing them.
• Compare your SSC’s performance with industry standards and identify areas for improvement.
• Learn how to align your SSC with broader enterprise goals through effective governance and communication.
• Consider your location strategy using a range of important factors from its infrastructure to its talent pool.
• Discover best practices with advice from leaders at Aon, Iron Mountain, Cox Automotive and more for selecting and standardizing high-impact processes to ensure global consistency and efficiency.
• Leverage the latest advancements in RPA, AI, and data analytics to enhance service delivery and operational efficiency.

Click here to have your copy emailed to you.

Are you ready to uncover the strategies, challenges, and future priorities shaping today’s most successful shared services organizations? This exclusive report, offers rare, firsthand insights straight from the leaders who are transforming the industry.

Hear Directly from Industry Trailblazers:

• Steve Bandrowczak – CEO, Xerox
• Laura Kennedy – Head of Enterprise Business Services, Aon
• Karla Sanchez – R2R Global Process Owner, TE Connectivity
• Tom Sterling – Vice President, People Solutions Operations, Cox Automotive
• Cindy Gallagher – Senior Vice President & Controller, Gannett
• Nick Davis – Director of Shared Services, Cintas
• Tage Smith – Vice President – Technology Shared Services, Pacific Life
• Rolando Lopez – Global Finance Director – Shared Services, AstraZeneca
• John Transier – Former Senior Vice President, Finance Shared Services, Vericast
• Kenneth Newton – Director, Service Delivery, NASA Shared Services Center

These executives share candid, real-world insights on leadership, technology, talent management, digital transformation, and much more.

Want a copy emailed to you? Click here to get your report now.

Brush up on your knowledge with SSON's comprehensive guide to the most vital acronyms in shared services and Global Business Services (GBS). Whether you are a seasoned professional or a newcomer to the industry, this infographic is your passport to understanding the language of efficiency, collaboration, and innovation.

2024 wasn’t just another chapter in shared services—it was a turning point. Fueled by bold transformation, cultural reinvention, and an unwavering commitment to customer-centricity, GBS and SSO teams around the globe didn’t just adapt—they accelerated.

What’s Inside the Review:

• Why 2024 was a breakthrough year for SSOs and GBSOs worldwide
• Cultural agility & change management—the new power duo of transformation
• How leaders are reimagining automation and finance functions with the customer in mind
• Turning data chaos into intelligent control, with strategies for governance and MDM
• Case studies from Stanley Black & Decker, MODE Transportation, US Venture & more
• Emerging trends across operating models, outsourcing strategy, and citizen development

Explore the insights, real-world wins, and forward-thinking strategies driving the next wave of operational excellence. Claim your copy today or click here to have yours emailed to you.

Learn more about the Latin American shared services landscape with this info-graphic highlighting the state of the industry such as the countries implementing operations, how they are being leveraged, their GBS objectives, and more! To receive a copy in your inbox, please email geena.monaco@iqpc.com

Not sure how to define your work culture? Need tips to improve your office environment?

In this report you'll learn:

• Characteristics of a toxic work culture 
• Strategies to improve your company's environment 
• Tips in improving employee/management relationships

Shared Services & Outsourcing Week Chairmen Brad DeMent highlights the key takeaways from SSOW 2019! Review his presentation for an overview of the prime content from SSOW 2019 like statistics, quotes, and the most important things to keep in mind as you progress your shared services operations. For a copy sent to your inbox, please contact geena.monaco@iqpc.com

This article divies into the evolution of Shared Services, moving from traditional cost-efficiency to value creation through cutting-edge technology. Access a copy to explore the impact of generative AI and digital tools, offering insights that could shape your organization's future.

Explore how to create a shared services model that drives both efficiency and innovation in SSON's new article, featuring insights from Sumit Mitra, CEO of TESCO Business Solutions. Covering key areas like cost optimization, talent management, and business partnerships, this article provides practical strategies to help your GBS thrive.

Discover how the next generation of GBS leaders is transforming the landscape of shared services. In this article, Deborah Kops explores the unique traits and approaches of these innovative leaders, shedding light on how their fresh perspectives can shape the future of GBS and drive meaningful change within organizations.

This article delves into the unique career challenges facing GBS leaders, especially when it comes to moving into broader roles within their organizations. With candid insights, Deborah Kops explores the barriers to career mobility for GBS professionals and provides actionable strategies to help leaders navigate these roadblocks and unlock new career pathways. Access a copy!

Are you sitting on a wealth of business insights? Shared services and GBS organizations of all sizes and structures are ideally situated to collect a treasure trove of organizational data. From insights related to the end-to-end employee lifecycle to business process management to IT usage, the opportunities for SSOs to capitalize on the information they organically collect are endless. In this interactive presentation, we outline the 5 levels of shared services analytics maturity and shed light on the path towards advanced analytics. 

Check out:

• What the difference is between foundational, descriptive, predictive, prescriptive and cognitive analytics maturity levels?
• What advanced analytics concepts - such as decision automation, analytics COEs, simulation & scenario planning, and machine learning - are disrupting shared services?
• What sessions at Shared Services and Outsourcing Week 2019 will help your shared services and GBS analytics to get to the next level – based on your maturity level?
• How you stack up against your peers - based on where you fall on the shared services maturity curve?

It is a common fear that AI is going to takeover people's jobs - but will it? Regardless of your job title, AI will most likely be adopted by your business and creep into your work. Be prepared for the possibilities that AI has to offer and read to understand four different ways that it can impact the future of your workplace and society. 

Business process outsourcing has provided a business optimization opportunity for the shared services industry. SSON surveyed hundreds of shared services industry professionals reporting their challenges, opportunities, and other thoughts on BPO to present the horizon for shared services optimization.

This report contains:

• Key priorities of BPO providers
• Risks facing the industry
• The advantages of rapidly evolving technology
• And more!

Access this report for more details into what customers want and how BPO can help provide it. To receive a copy, please email geena.monaco@iqpc.com