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.

KPMG is lead sponsor at SSOW Autumn, 21 - 23 October 2025. Don't miss your chance to attend. View the agenda today.

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?

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.

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

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.

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 intereactive 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

And a lot more!

This isn’t just another report — it’s a data-driven roadmap for building a value-led GBS model. Access your copy today

Want to know who was at the event in October? Download the attendee list for SSOW Autumn 2025 and get a first look at the senior leaders, transformation experts, and global brands that joined us.

From Shared Services and GBS to HR, finance, and digital strategy – this was a chance to connect with peers facing the same challenges and driving real change.

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!

Unlock Strategic Growth at SSOW Autumn 2025

Discover how partnering with SSOW Autumn can position your brand at the heart of Europe's leading GBS transformation event. With over 300 senior leaders, 75+ 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.