North America’s Shared Services Transformation 2026: AI, Experience, Talent, and Enterprise Value

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.

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