Malaysia State of Industry Report 2026

The Malaysia State of Industry Report is the essential resource for Shared Services and GBS leaders navigating one of Asia’s most mature regional hubs. Drawing on exclusive data from SSON Research & Analytics, the report highlights how Malaysia’s GBS ecosystem is evolving from efficiency-led delivery to enterprise-wide value creation.

Discover insights on:

• Regional hub maturity — 86% of Malaysia-based centers deliver multi-function services across multiple countries
• AI & automation priorities — 70% of leaders plan investments in Generative AI and agentic automation to scale touchless transactions
• Talent transformation — problem-solving, adaptability, and AI-specific skills are top recruitment and training priorities
• Strategic targets — cost efficiency remains critical, but digitalisation, service excellence, and value provision are rising fast
• Future outlook — Malaysia’s next phase is defined by execution depth, digital capability, and measurable enterprise impact

📥 Download the Malaysia State of Industry Report 2026 to access benchmarks, technology priorities, and talent strategies shaping the country’s role as a regional GBS powerhouse.

Where Malaysia’s GBS Leaders Shape the Future of Enterprise Services.

Shared Services & Outsourcing Week Malaysia 2026 is where global GBS executives, shared services leaders, and transformation strategists unite to address operational excellence, digital innovation, AI‑enabled automation, talent development, and enterprise growth. Taking place on 5–8 May 2026 at Kuala Lumpur, Malaysia, this is where strategy meets execution, and where Malaysia’s GBS decision‑makers define the next chapter of enterprise value creation.

Fill in the form to receive the list of companies attending Shared Services & Outsourcing Week Malaysia 2026.

The business environment today is tough, challenging, and moving at exponential pace. But it's also full of opportunities, as technology continues to drive organizational changes.

Before we examine how IA is evolving within Malaysian Shared Services operations, it’s important to clarify what this means.

Download this exclusive report to find out more!

Malaysia is pouring efforts and investment into promoting digitalisation and digital proficiency within the economy.

Read this report to gain perspectives on :

• What do we actually mean for digital processes?
• How can process mining help digital transformations set goals and prioritise targets, while also providing a means for continual improvement?
• Implementation of process discovery tool
• What are the biggest obstacles to achieving digital processes?

Download now to find out where your peers sit on the RPA maturity curve and what the pressing issues are at stake on the question of talent in the industry. 

Rather than spelling disaster for Shared Services, RPA advocates a real opportunity. More and more Proof of Concepts, or Pilots, are being tested. But what happens once you receive the green light to “scale up”?

In this article we provide you with 5 tips on how to scale robotics successfully. Download now to discover how you can make sure your robotics program is a success from the start.

Shared services industry leaders in Malaysia explained that salary alone won't do it. In this report, we discussed: 

• Luring talent with stimulating opportunities 
• Relationships, leadership and succession planning 
• Maintaining the 'buzz'
• Staying ahead of the curve
• Predicting and preempting attrition

Ahead of the Shared Services and Outsourcing Week Malaysia 2025, we've surveyed and gathered the responses of Shared Services and Outsourcing leaders in Malaysia, specially creating this interactive Visual Analytics Workbook on the topic of 'Driving Innovation and Excellence in Malaysia’s Shared Services & GBS Landscape '.

Download now for full insights and benchmark your SSCs and GBSs with your industry peers.

This report shares regional insights from SSON Research & Analytics’ 2025 State of the Industry Survey, an extensive study conducted in Q4 2024 of 350+ shared services and outsourcing executives globally. It highlights the key trends, challenges, and opportunities shaping business services across Malaysia today and presents a comprehensive view of how shared services organisations (SSOs) and global business services (GBS) are evolving to meet the demands of a volatile and increasingly digital business landscape. These findings provide a foundation for repositioning shared services with a focus on resilience and innovation in the face of widespread disruption. Whether you are a leader seeking strategies to enhance operational efficiency, expand your talent pool, or leverage emerging technologies like generative AI, this report offers actionable insights to support your success in the year ahead.

Download now for full insights.

Download the SSOW Malaysia 2026 Post-Show Report

See what happened at Malaysia's leading event for Shared Services, GBS, and business transformation leaders. Whether you joined us in Kuala Lumpur or couldn't attend, the SSOW Malaysia 2026 Post-Show Report captures the key insights, conversations, and benchmarking data that are shaping the future of shared services in the region.

Inside the report, you'll discover:

• Event highlights and the biggest takeaways from four days of learning and networking
• Key insights from 30+ industry leaders on AI, automation, talent, and GBS transformation
• An attendee snapshot, including seniority, functions, and organisations represented
• Industry benchmarking data across finance, HR, payroll, master data, and shared services operations
• Real feedback and testimonials from senior practitioners who attended the event
• A preview of what's next for the Malaysian shared services and GBS community

Download your complimentary copy today to access the insights, benchmark your organisation against industry peers, and discover why SSOW Malaysia remains the premier meeting place for the region's shared services and GBS leaders.

Download the 2027 Sponsorship Prospectus to discover how you can connect with Malaysia's most influential Shared Services and GBS leaders.

Malaysia's #1 Shared Services & GBS Event

For over 14 years, SSOW Malaysia has been the country's leading platform for Shared Services, GBS and transformation leaders to exchange ideas, build partnerships and shape the future of business services. As Malaysia continues to evolve into a high-value GBS hub, this is where the region's decision-makers come together to explore what's next.

Direct Access to Senior Decision-Makers: With 80% of attendees holding budget authority or directly influencing investment decisions, sponsors engage with the executives leading transformation across Malaysia's top Shared Services and GBS organisations.

Reach Malaysia's Leading GBS Community: Connect with leaders from more than 300 practitioner organisations spanning manufacturing, life sciences, FMCG, technology, financial services, professional services, energy, retail and more.

Align Your Brand with 2027's Biggest Priorities: Position your solutions alongside the industry's most important conversations, including Agentic AI, enterprise value creation, service transformation, capability development and experience-led innovation.

Premium Thought Leadership Opportunities: Establish your organisation as a trusted strategic partner through keynote presentations, panel discussions, executive boardrooms, interactive discussion groups and exclusive networking sessions designed to engage senior decision-makers.

Integrated Brand Visibility Before, During & After the Event: Maximise your reach through pre-event marketing, onsite branding, digital campaigns, exhibition opportunities and targeted engagement that keeps your brand visible throughout the customer journey.

Flexible Sponsorship Packages: Whether your objective is brand awareness, executive engagement, thought leadership or pipeline generation, choose from a wide range of sponsorship opportunities including Main Stage Presentations, Executive Boardrooms, Panel Sessions, Interactive Discussion Groups, Networking Receptions, Branding Sponsorships and Exhibition Packages.

The Shared Services & Outsourcing Week (SSOW) Malaysia returns on 5 – 8 May 2026 in Kuala Lumpur!
SSOW Malaysia 2026 brings together the region’s leading SSC & GBS executives to explore the future of enterprise transformation from AI-powered service delivery and finance transformation, to HR innovation, digitalisation, and next-gen GBS operating models.

Download the event brochure to discover the full program, including Focus Days, Interactive Function Hubs, Thought Leadership Sessions, and an exclusive onsite visit to Siemens’ Global Business Services Hub. Access the brochure now to see what’s in store for Malaysia’s largest annual gathering of GBS and shared services leaders!

Download the full attendee list at SSOW Malaysia 2025 to find out the decision makers and influencers you'll get to meet at the event!

Shared Services & Outsourcing Week Malaysia 2025 successfully concluded on 23rd May 2025 - we welcomed over 140 leaders at this Malaysia's #1 Gathering of Shared Services & GBS Professionals. Over four days, we had our panel of esteemed speakers shared their expertise on change management, process optimization, and utilising new AI tools. Our delegates left feeling inspired and equipped with practical strategies to implement these advancements. We've specially put together a Post Show Report which includes key highlights of the 4-day event as well as testimonials from our attendees. Download the SSOW Malaysia 2025 Post Show Report to read all about it!

The world of Shared Services, Business Services and Outsourcing is constantly evolving. As a result, SSOs in Malaysia are looking at ways to differentiate themselves while value-adding to the Shared Services eco-system in the region. Tapping on our global network and our very own advisory board members, the team at SSON continues to put forth stimulating topics of discussion, focusing on the hottest issues and most pressing challenges in the industry. Download the 2025 Shared Services Malaysia Sponsorship Guide to see the available opportunities for you to tap into Asia.