GBS in Europe has reached a turning point. While 96% of organisations still prioritise cost and efficiency, GBS is increasingly expected to drive enterprise transformation, enable AI adoption, improve decision-making, and deliver measurable business value.

Drawing on exclusive SSON Research & Analytics data, this report explores the trends, challenges, and opportunities shaping the future of shared services, GBS, outsourcing, finance, HR, and transformation functions across Europe.

Inside, you'll discover:

• Why many organisations face a growing gap between expectations and how GBS is measured
• The data and governance foundations required to scale AI successfully
• The skills and leadership capabilities being prioritised for the future workforce
• How organisations are proving and communicating business value beyond cost savings
• The evolving role of process ownership, operating models, and end-to-end accountability

Whether you're leading transformation, scaling automation initiatives, or redefining your operating model, this report provides the insights and benchmarking data needed to stay ahead of industry change.

Download your complimentary copy today >

Your Essential Guide to the Future of Shared Services in Europe

This is the definitive report for business services leaders navigating a fast-evolving landscape. Based on an in-depth global survey of over 350 shared services and outsourcing executives—conducted by SSON Research & Analytics in Q4 2024—this report reveals the most pressing trends, biggest challenges, and emerging opportunities shaping the European market today.

Inside, you’ll uncover:

• How organisations are building resilience and driving innovation in uncertain times
• What’s reshaping operating models and accelerating the shift to agile, value-driven service delivery
• Why talent strategies are evolving—and what it takes to build and retain a future-ready workforce
• Where process optimisation is unlocking new efficiencies and enabling cross-functional transformation
• How automation, digitisation, and AI (including generative AI) are powering the next wave of intelligent operations
• What the future of service delivery looks like—and how to get ahead of it

Whether you're optimising operations, expanding capabilities, or reimagining your service strategy, this report delivers the insights you need to make confident, future-focused decisions in 2025 and beyond.

With the EU AI Act now in force, alongside the EU Data Act and emerging CEN/CENELEC standards, GBS leaders must ensure their AI initiatives are compliant, auditable and built on strong operational foundations. This fact sheet is designed for Shared Services, GBS, transformation and process leaders looking to scale AI responsibly across global operations.

This fact sheet provides a practical guide to the governance and operating model considerations GBS leaders need to address before expanding their use of agentic AI. It outlines current regulatory updates, highlights the most common governance gaps, and offers practical recommendations to help organisations build the right foundations for successful adoption.

Download this fact sheet to discover:

• What the EU AI Act, EU Data Act and emerging European standards mean for AI adoption in Shared Services and GBS
• Where organisations are most exposed today, from fragmented process ownership and governance gaps to limited auditability and accountability
• The practical governance frameworks, operating models and controls needed to deploy agentic AI safely across finance, HR, procurement, customer operations and other enterprise services

The organisations that realise the greatest value from agentic AI won't simply be the first to deploy it. They'll be the ones that establish the governance, trust and operating foundations needed to scale AI confidently across the enterprise. Download the fact sheet to assess your readiness, identify governance gaps and build a roadmap for scaling agentic AI across your Shared Services and GBS organisation.

At Shared Services & Outsourcing Week Europe, Sebastian Schweitzer, VP – Head of Business Process Management at Fresenius Kabi, shared how the organisation generated an 8x return on investment by using process intelligence to improve visibility, uncover inefficiencies and build the foundations for scalable AI.

Through a practical case study, he explained why process intelligence has become a critical enabler of transformation, governance and Agentic AI, and how one early Accounts Payable use case funded the programme several times over.

We are delighted to offer you access to a case study presentation summary, featuring the key insights, practical takeaways and lessons from Fresenius Kabi's transformation journey.

What's included?

• Executive summary for quick understanding
• Seven practical takeaways on process intelligence, AI readiness and governance
• Real-world examples of how to generate measurable ROI while preparing your organisation for scalable AI

Download your complimentary copy today.

Cost savings may get GBS leaders in the room, but they will not keep them there.

In this exclusive interview, Vasco Monteiro, P2P BPO Global Lead at Sodexo Business Services, shares a practical view on what it takes to move beyond efficiency metrics and deliver measurable business impact. 

Download the interview to discover:

• Why GBS value must now be measured by business outcomes, not just cost savings
• Where AI is genuinely transforming operations, and where it is still more promise than reality
• What separates effective Global Process Ownership from a model that only exists on paper
• The capabilities that will define the next generation of GBS leaders

Download to learn more about AI reality checks to Global Process Ownership, scope expansion, People Services, and transformation pitfalls. Vasco explores where Shared Services leaders should be focusing now to build long-term value.

In conversation with Candice Sieg, Partner, Global GBS and Outsourcing Advisory Lead, KPMG

In this exclusive interview, Candice Sieg – a seasoned leader with over 25 years in the industry – shares how Global Business Services (GBS) is evolving into a true engine of enterprise value, powered by innovation, data, and AI. 

Key insights include:

• 🌍 Location strategies in an era of global uncertainty
• 📊 The shift from transactional output to measurable business impact
• 🦄 The unique role of GBS leaders as “unicorns” who break down silos and drive transformation
• 🤖 The rise of agentic AI and KPMG’s vision for end-to-end, functionally agnostic value streams
• ⭐ Why seamless execution and customer excellence should be non-negotiable

Watch or listen to the full interview today for the complete conversation.

The Rise of End-to-End GBS in Europe: How Data, AI and Process Leadership Are Accelerating Enterprise Transformation

How are Europe's leading GBS organisations accelerating enterprise transformation?

Drawing on the latest research from SSON Research & Analytics, this report reveals how GBS leaders are evolving from service providers to strategic transformation partners.

Inside the report, you'll discover how GBS organisations are strengthening their foundations for enterprise-wide impact through:

• End-to-end operating models that improve agility, accountability, and business outcomes
• Data foundations and governance strategies that support scalable AI adoption
• Evolving process leadership and GPO roles that drive transformation across the enterprise
• Future-ready workforce strategies focused on digital, AI, and cross-functional capabilities
• New approaches to measuring and communicating business value beyond cost and efficiency

Download your complimentary copy to explore the trends shaping the future of GBS in Europe. >>

As Global Business Services evolves from a cost centre to a value engine, the need for true end-to-end ownership has become non-negotiable. But how can GPOs and GBS leaders create and prove that value to their CXOs? This report provides all the data you need to understand the true state of end-to-end capabilities across European SSOs.

Inside this interactive report, you’ll discover:

• The processes GPOs are most commonly responsible for
• Which process optimisation strategies are delivering real results
• Where SSOs are seeing the greatest ROI from data analytics
• How much of GBS activity is tied to revenue generation vs cost savings
• The top barriers to entering new revenue streams
• The most in-demand skills in today’s GBS teams
• What future team capabilities will be required to stay competitive
• How AI is being structured and deployed in GBS operations

Plus a lot more!

This isn’t just another report, it’s a data-driven roadmap for building a value-led GBS model. Download now and access your copy today.

SSON Research & Analytics are excited to share live polling results from SSOW Europe 2025 where 850+ members of the SSON community across Europe gathered in Lisbon to network and share their experiences. This live polling data was captured with this audience and provides a very recent snapshot of how European SSO/GBS operations are performing on a few key metrics.

Download your copy for valuable benchmarks in:

• P2P: Invoice cycle time, cost per invoice, match rates & more
• O2C: Cash application metrics & unapplied cash levels
• R2R: Journal entry volumes, automation levels, and reconciliations
• HR: Time to hire and HR-to-employee ratios

This content also contains some brief commentary and analysis from our colleagues at SSON Research & Analytics so you can see how your SSO/GBS really compares to your peers.

Shared services leaders are moving beyond short-term cuts and embracing Cost 2.0 – a strategic approach that links cost efficiency with technology, growth, and long-term value. 

In this exclusive report, KONE’s Jan Nikus and industry expert Arpitha Shetty share how organisations are reimagining cost management to achieve sustainable savings while enhancing competitiveness. From Lean culture programmes that double as employee engagement drivers to scalable operating models that fuel business growth, the new era of cost transformation is about building resilience, not just trimming expenses.

Key takeaways include:

• Why setting strategic, capability-driven targets outperforms short-term savings.
• How embedding IT Financial Management (ITFM) unlocks visibility and optimises technology spend.
• The role of generative AI in driving efficiency, accuracy, and customer satisfaction at scale.
• How outsourcing and smarter resource management reduce costs while improving employee experience.
• Practical examples of how leading GBS organisations are turning cost management into a long-term value lever.

Download the full report to discover how Cost 2.0 can transform your savings strategy into a growth-enabler – and why forward-thinking leaders are embedding these practices today to stay ahead tomorrow.

Which GBS model really delivers value: landlord or end-to-end?

As a GBS leader, you’re under pressure to prove measurable value. But here’s the dilemma: do you need full end-to-end ownership to drive impact, or does the landlord model offer the flexibility and trust your business partners demand?

In this unmissable debate, six of the industry’s most respected leaders go head-to-head on the future of GBS:

• Phil Priest, Head of GBS, Rolls-Royce
• Jan Nikus, Vice President, KONE Business Services, KONE
• Deborah Kops, Principal, Sourcing Change
• Steve Rudderham, Head of Carrier Business Services, Carrier
• Michael van der Steen, Advisor, SSON Research & Analytics
• Susanne Dreyer, Vice President, Shell Business Operations, Shell International B.V.

Forget the glossy slides, this was about getting real. End-to-end vs landlord: which model actually works in practice? These leaders didn't hold back; expect sharp takes, a few provocations, and some uncomfortable truths about what it really takes to prove value in GBS. 

Here's what you'll learn when you download:

• Why your business context, not industry hype, determines whether landlord or end-to-end will deliver more value.
• How leaders at Rolls-Royce, Shell, KONE, and Carrier are tackling AI, data ownership, and the challenge of silos.
• The real KPIs and talent strategies your peers are using to prove value and earn credibility with the C-suite.

Don’t guess which model will work for your organisation. Learn directly from the leaders who are living this debate today. Download this debate to hear unfiltered perspectives from the leaders shaping the next chapter of Shared Services & GBS - which model do you think will come out on top?

Agentic AI is redefining what’s possible for Global Business Services – from decision-making autonomy to radically improved customer experience. But are GBS leaders ready to embrace this next evolution of AI?

This essential guide explores:

• What sets Agentic AI apart from traditional and generative AI
• Use cases across Finance, Procurement, and Service Delivery
• Insights from Coca-Cola Europacific Partners and Adecco Group
• A clear roadmap for implementation and upskilling your teams

Whether you’re exploring use cases or preparing to scale adoption, this report provides the clarity and benchmarks needed to shape your strategy.

Download Your Copy Now

How do you move beyond efficiency to deliver measurable, enterprise-wide impact? In this exclusive interview, Damilola Atoyegbe, Finance Manager & EMEA Regional Process Owner C2C at Baxter International Inc., shares how his team are redefining GBS to drive strategic value across the business – not just for the CFO, but for the entire C-suite.

Download to learn more about:

• How to make GBS a true enterprise partner through data, storytelling, and executive alignment
• The real meaning of end-to-end in a complex, cross-functional environment—and how to embed it at scale
• Practical strategies for maintaining delivery while evolving your GBS model with automation, S/4HANA, and AI
• What it takes to earn trust, drive change, and build lasting alignment across silos
• How agile operating models and ruthless prioritisation are helping teams do more with less

If you're a GBS or shared services leader navigating rising expectations, digital transformation, or alignment challenges, this interview offers immediate, actionable insights from someone in the exact same position as you.

This is real talk from a real practitioner, and it could shape how you lead your next transformation. Download now to accelerate your GBS journey toward strategic, end-to-end value!

Explore the SSOW Autumn attendee list and get a clearer view of the shared services and GBS community coming together this year.

See the senior leaders, enterprise organisations and key functions represented across the audience, from shared services, GBS and finance to transformation, operations, procurement and people services.

Whether you're looking to benchmark your strategy, understand how other organisations are evolving their operating models, or connect with peers facing similar challenges, the attendee list gives you a snapshot of the conversations and connections waiting for you at SSOW Autumn.

The 19th Annual Shared Services & Outsourcing Week Autumn brought together over 350 senior GBS and shared services leaders to explore what’s next for end-to-end value creation and intelligent operations in GBS. Whether you joined us in person or are catching up post-event, our Post-Show Report captures the insights that mattered most. Inside the report, you’ll find:

✔️ A full audience overview and event statistics

✔️ Key session highlights – including our most attended sessions on real-time intelligence and agentic AI in GBS

✔️ The top 8 event takeaways you can plug straight into your 2026 strategy

✔️ Unfiltered feedback and testimonials from fellow delegates

Download the Post-Show Report to revisit the standout moments and stay ahead of what’s shaping the future of shared services and GBS.

Unlock Strategic Growth at SSOW Autumn

Discover how partnering with SSOW Autumn can position your brand at the heart of Europe's leading GBS transformation event. With over 400 senior leaders, 85+ expert speakers, and a practical focus on end-to-end value creation, this is your opportunity to align with the industry’s most influential decision-makers.

From premium speaking slots to bespoke branding and concierge-led networking, our sponsorship packages are designed to deliver measurable ROI. Download the prospectus today to explore the full range of opportunities.

Customer Success at SSOW Europe 2025: What makes our sponsors return – and how we're raising the bar for 2026

Access your copy of our inaugural Customer Success Survey Report, packed with real sponsor feedback from Shared Services & Outsourcing Week Europe 2025.

🔍 What’s inside the report:

• Honest feedback from sponsors on pre-, during-, and post-event experiences
• Performance scores across key touchpoints – including ROI, support, and goal alignment
• A spotlight on our first dedicated Customer Success Manager and her impact
• Clear benchmarks met – and where we’re improving for even more value

💡 Why it matters:

• Customer Success is now a key strategic differentiator – not just support
• Proactive, personalised engagement drives satisfaction and retention. We are actively investing in your experience!
• Your goals are our goals – and we’re committed to delivering measurable outcomes

📥 Download the report to see how we’re evolving sponsor experience at SSOW – before, during, and beyond the event.