The SSOW Autumn 2025 agenda is here – and it’s packed with cutting-edge insights, bold new session formats, and the strategic conversations you need to navigate transformation in GBS and Shared Services.

📍 Date: 21–23 October 2025

📍 Location: Postillion Hotel & Convention Centre Amsterdam, Netherlands

What’s Inside?

Get a front-row seat to the next chapter of operational excellence with practical sessions focused on:

• End-to-End Value Creation: How are GBS leaders defining, measuring and proving strategic value creation to the whole business and what do the board really want from their GBS leaders.
• AI and Automation at Scale: From tactical RPA to transformative AI, discover the blueprint for intelligent operations
• Cost-Performance-Value: Exploring strategic ways to reduce cost, increase employee experience and ultimately drive value from the GBS
• Data-Driven Decision Making: Uncover how to shift from reporting to insight-led action across functions
• Talent, Culture & Change: Tackle hybrid leadership, capability development, and the human side of transformation
• Customer-Centric Service Design: Reimagine delivery with a value-centric shift towards delivering value directly to the end customers

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.

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 you’ll be networking with this October? Download the attendee list for SSOW Autumn 2025 and get a first look at the senior leaders, transformation experts, and global brands joining us.

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

Download now and start planning your conversations.

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!

At SSOW Autumn 2025, we’re not just celebrating success – we’re confronting failure head-on. In this exclusive case study, Lubnah Alam, Director of Finance Operations at EG Group, shares a raw and revealing account of two major transformation projects that went off the rails. From ERP chaos to leadership missteps, this is a story of what happens when ambition outpaces alignment – and how the toughest lessons often become the most valuable.

Discover how a project disaster became a turning point in leadership, strategy, and execution. Whether you're leading a transformation or recovering from one, this is essential reading for anyone serious about delivering real, measurable value in GBS.

Download the full interview and learn how to turn your own project nightmare into a leadership breakthrough!

The traditional GBS model is undergoing a significant transformation. Providing cost-savings is no longer enough and shared services are struggling to prove their worth to their internal customers.

In this 12-page report, packed full of industry analysis from SSON Research and Analytics, we’ll examine exactly why GBS organisations fall apart and how you can avoid the pitfalls many unsuccessful GBS leaders fall into.

This report covers:

• Why do GBS organisations fall apart?
• How leading GBS organisations are fighting back!
• Adapting GBS strategies to meet enterprise goals in the age of AI
• Incorporating ground-breaking new services into GBS
• Incredible customer experience & selling your shared services
  

With the rapidly evolving technological landscape and the increasing pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a stern test of their ability to evolve and transform. The only way for our leaders to stay relevant is to keep pushing the envelope, and this is exactly what this case study explores.

As AI is now no longer a futuristic concept, but a tangible reality driving significant change. So, this case study highlights two success stories and projects from two industry leaders that leveraged AI to overcome challenges, streamline operations and enhance efficiency. Through the experiences of Marc Ferre Hausmann, Managing Director, Global Business Services Barcelona, Bayer and Irfan Ali, Director, Digital, Automation & Innovation, Bosch Service Solutions we delve into the practical applications, key lessons learned and the transformative impact of AI on their respective organisations.

Download this case study to learn how to:

Download this case study to learn how to:

• Automate and Streamline Processes: learn how leveraging AI can automate routine tasks and enhance operational efficiency, freeing up resources for more strategic activities.
• Implement AI Strategically: understand the importance of identifying the right use cases, upskilling your team, and integrating AI with existing systems through pilot testing and continuous improvement.
• Overcome Implementation Challenges: discover strategies to tackle technical integration, language accuracy, and user adoption challenges by conducting rigorous testing, refining AI models, and ensuring user acceptance.
  

For HR professionals, the continuous advancements in AI and automation technologies pose new challenges, particularly concerning the potential replacement of human jobs by automation. This report showcases key insights from industry leaders about the future relationship between HR and automation, and how to integrate this technology to enhance the human experience and ensure efficiency across organisations.

Download this report to discover:

• Employee Experience: Utilising AI solutions to enhance employee experiences.
• Automation in HR Decision Making: Elevating user experience and delivering new sources of value.
• Importance of Human Touch: As AI technologies are increasingly used for HR functions, recognising the digital transformation as an opportunity for growth.

Dive into the most impactful and highly anticipated discussion at the Shared Services & Outsourcing Week Europe 2024! Building on the success of the G6 debate at our North America flagship event and the European London event, we have intensified the discourse with rigorous questioning on services, innovation, and capabilities. Leading C-Level executives in Business Process Outsourcing (BPO) have been put under the spotlight to address challenging issues and share their insightful perspectives on the evolving landscape of BPO operations and future collaboration models between Global Business Services (GBS) and BPO.

Key topics covered include: how leading BPO players are navigating market changes, future-proofing BPO offerings, the convergence of technology and BPO, and building robust BPO relationships and partnerships.

Featuring:

• Eloi Decottignies, Chief Executive Accenture Operation Europe, Accenture
• Satish Nair, Senior VP and Head of Client Partnership, Infosys BPM
• Anjali Pendlebury-Green, Executive VP, Head of Europe (North Central), Capgemini's Business Services
• Ashok Pai, Senior VP & Global Head Enterprise Cognitive Business Operations, TCS
• Jasjit Kang, Senior VP & Business Head, Digital Operations & Platforms, Wipro

Moderator:

• Deborah Kops, Founder and Principal, Sourcing Change

Discover the extensive list of organisations that attended Shared Services & Outsourcing Week London in  2024. The event featured an impressive array of industry leaders from diverse sectors. Notable attendees include Adidas, BP, AstraZeneca, HelloFresh, Mars, L'Oréal, and many more.

In addition to these leading companies, SSOW London welcomed professionals in key roles such as senior c-suite executives, directors, and managers responsible for Shared Services, GBS, outsourcing, HR & finance. This mix of job titles and expertise created a rich environment for networking, knowledge sharing, and collaboration.

In 2023, the generative AI revolution began, and the Shared Services & GBS industry quickly got on board to stay competitive. As we look forward to 2025, a staggering 77% of GBS leaders agree that generative AI is vital. Yet, it's surprising that over 50% of these leaders haven't started or completed a generative AI project. It's time to take action and not get left behind!

In our latest report with SSON, we are delighted to present recent insights into the application of generative AI in shared services over the past year. This report enables you to benchmark your organisation against competitors and understand their utilisation of this technology.

In the report, we will:

• Deep dive into how AI can be a game-changer in Customer Experience, Finance, HR & Recruiting and Change Management
• Navigate issues such as data privacy in Gen AI
• Explore current inconsistencies with the technology
• Examine real-world case studies from Siemens GBS, Mars and Swiss Re among others

This report is your key to understanding the impact of generative AI in shared services over the past year and how to enhance or implement it within your organisation. Stay ahead of the curve and get your copy today!

In the dynamic world of GBS, aligning the multifaceted aspects of transformation with the overarching vision of the organisation is paramount. If you are looking for game-changing transformation strategies that can revolutionise your GBS alignment with enterprise objectives, then look no further.

For this road map, we spoke with John Dawber, Corporate Vice President & Managing Director – Global Business Services, Novo Nordisk where he shared his insights, strategies and practical advice about how to master the art of creating your shared services and GBS arsenal.

With more than 25 years of expertise in the pharmaceutical and healthcare sectors, John has a demonstrated track record of fostering business expansion and achieving beneficial outcomes for both the organisation and its clients.

Download this piece and discover the importance of:

Download this piece and discover the importance of:

• Employee Engagement: prioritising employee satisfaction is fundamental to achieving and exceeding organisational goals.
• Trust-Building: cultivating trust with stakeholders is a foundational principle that enables progress and the attainment of high-value work.
• Cultural Integrity: upholding a strong organisational culture, particularly during growth phases, is vital for maintaining leadership and spurring motivation.
  

With the rapidly evolving technology landscape and the increased pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a test of their ability to evolve and transform.

This challenge is not just about integrating new technology into existing systems, but about reimagining the way we work, reshaping business models and redefining the future of the industry. It is about the ability to evolve, transform and lead in a world that is constantly changing – and it is a test that our leaders are facing head-on.

As part of our commitment to bringing you the most relevant and insightful content, this exclusive interview series will delve into the experiences, insights and perspectives of those at the forefront of this industry transformation. For the third instalment of this series, we interviewed one of the new faces on the GBS scene, Aneta van den Kieboom, SVP Head of Global Shared Services, RHI Magnesita to get her perspective on the biggest challenges he is currently facing, the qualities necessary to be an effective leader, the biggest trends in the industry right now, plus much more!

Download this interview to learn more about:

• The biggest challenges the industry and RHI Magnesita are currently facing
• The qualities necessary to be an effective leader
• The biggest trends in the GBS and Shared Services industry

With the rapidly evolving technology landscape and the increased pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a test of their ability to evolve and transform.

This challenge is not just about integrating new technology into existing systems, but about reimagining the way we work, reshaping business models and redefining the future of the industry. It is about the ability to evolve, transform and lead in a world that is constantly changing – and it is a test that our leaders are facing head-on.

As part of our commitment to bringing you the most relevant and insightful content, this exclusive interview series will delve into the experiences, insights and perspectives of those at the forefront of this industry transformation. For the second installment of this series, we interviewed one of the new faces on the GBS scene, Pascal Jenny, Senior Vice President, Head of Global Business Services, Coty to get his perspective on the biggest challenges he is currently facing, the qualities necessary to be an effective leader, the biggest trends in the industry right now, plus much more!

Download this interview to learn more about:

• The biggest challenges the industry and Coty are currently facing
• The qualities necessary to be an effective leader
• The biggest trends in the GBS and Shared Services industry

With the rapidly evolving technology landscape and the increased pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a test of their ability to evolve and transform.

This challenge is not just about integrating new technology into existing systems, but about reimagining the way we work, reshaping business models and redefining the future of the industry. It is about the ability to evolve, transform and lead in a world that is constantly changing – and it is a test that our leaders are facing head-on.

As part of our commitment to bringing you the most relevant and insightful content, this exclusive interview series will delve into the experiences, insights and perspectives of those at the forefront of this industry transformation. For the first instalment of this series, we interviewed one of the new faces on the GBS scene, Elias Albino, Global Services & Solutions (GSS) HR Head and Global HRBP for Finance, Productivity and Strategy, Syngenta Group to get his perspective on the biggest challenges he is currently facing, the qualities necessary to be an effective leader, the biggest trends in the industry right now, plus much more.

Download this interview to learn more about:

• The biggest challenges the industry and Syngenta are currently facing
• The qualities necessary to be an effective leader
• The biggest trends in the GBS and Shared Services industry
  

When it comes to enterprise transformation, failure along the way is inevitable. With GBS and shared services leaders working in an industry that has been maturing and thriving over the past 3-4 decades, they are facing one of their toughest challenges yet: their ability to evolve and transform. However, it is important to understand that facing and overcoming these challenges head-on is an integral part of the transformation process. It is about navigating these hurdles, such as embracing a digital transformation strategy and integrating it within a global strategy framework, learning from your failures, and bouncing back from setbacks, ultimately defining your ability to create lasting success.

In today’s rapidly evolving landscape, characterized by the complexities of the true power of Generative AI, cost pressure, and the demands of becoming a successful digital transformation enabler, leaders must collaborate and share their experiences to address today's challenges.

The data in this infographic provides a unique insight into the challenges shared by over 70 Shared Services and GBS leaders, where they identify their key priorities in their journey to enable enterprise transformation.

As the shared services model repositions itself for the data-driven, digital, ecosystem we see tremendous new potential for ambitious leaders. The competition regarding talent remains critical, as does finding talent with the right skills and capabilities required. Today, shared services and GBS can and are playing an ever more strategic role in enabling enterprise business success. This Visual Analytics Workbook highlights survey data from the UK and mainland Europe. It identifies the trends defining the current status quo, as well as opportunities and strategic planning for the future.