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.

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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.

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?

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.

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!