End-to-end transformation is an ultimate goal for many GBS organisations, and we argue that the perspective of value extends further beyond the organisation itself to their end customers. Join this session to hear how advanced GBS leaders are maturing this approach to not only deliver value back to the stakeholders but also the end customers.

·       Understanding the maturity of global process owners’ ability to help deliver strategic process transformations within and beyond the organisation

·       Having customer experience as the centre piece of vision when advancing from local to shared services to a GBS model

·       Delivering customer-centricity and value through the use of data and analytics

·       Leveraging GPO as a key enabler in the organisational design to drive accountability, consistency and end-to-end efficiency 

Curious how your SSO or GBS performance compares to some of the most respected operations in the industry? In this interactive session, we’ll spotlight the results of SSON Research & Analytics’ exclusive Top 20 Most Admired SSO/GBS Benchmarking Study—now in its 9th year. We’ve selected three critical metrics and will reveal live benchmarking insights drawn from The Top 20 Most Admired SSOs. You’ll hear directly from featured leaders who participated in the study as they share:

• How they’ve driven performance across key process areas—from Talent to Automation and Finance
• What made them stand out as Most Admired
• Practical lessons and real KPIs that you can apply to accelerate your own maturity curve

This isn’t just a look at the data—it’s a celebration of operational excellence, a live benchmarking experience, and a chance to uncover the untapped potential in your own SSO/GBS.

Walk away with new performance insights, fresh ideas, and an edge in your journey toward high-impact service delivery.