The Next GBS Model: 2027 North America Shared Services & GBS Visual Analytics Workbook

What are the biggest Shared Services & GBS trends shaping 2027?

The 2027 North America Shared Services & GBS Visual Analytics Workbook gives you the latest SSON Research & Analytics data on how GBS organizations are approaching Agentic AI, AI governance, workforce transformation, new operating models, enterprise orchestration, and value creation.

2027 Shared Services & GBS Benchmarks

🔐 75% identify data security and compliance as a top risk as GBS moves from FTE-heavy delivery toward Agentic AI.

🤖 43% have defined AI governance policies or early implementation underway, while just 1% report a fully integrated governance framework.

🌐 51% identify enterprise orchestration across functions and geographies as a critical GBS leadership competency for the next 3–5 years.

📈 58% report improved customer satisfaction as a value-creation outcome delivered by GBS in the past 24 months.

In just a few clicks, benchmark your organization, compare peer priorities, and see what's shaping the next GBS operating model.

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