Get access to one of the most popular sessions from SSOW Autumn, including the full presentation recording and a concise executive summary so you can absorb the key insights quickly.

Real-Time Intelligence & Agentic AI in GBS: Driving the Future of Global Business Services

led by:

Candice Sieg, Global GBS & Outsourcing Advisory Lead, KPMG and Marcus Millership, SVP Enablement & Solutions, Rolls-Royce

Using Rolls-Royce’s transformation journey as a case study, this session explores how organisations are moving beyond automation towards AI agents capable of orchestrating end-to-end processes across finance, HR and procurement.

You’ll learn:

• What agentic AI means in practice for GBS
• Why real-time intelligence remains a critical gap
• How organisations are embedding AI into broader transformation programmes
• Why IT and GBS must partner closely to scale AI adoption

Access your copy of the video presentation and executive summary now.

The world of Shared Services and GBS is transforming. What was once seen as a cost-focused, back-office function is now at the centre of enterprise transformation, AI adoption, and value creation. But as this shift accelerates, one critical question emerges for leaders: are your people equipped for what comes next?

This exclusive career guide is your essential reading for leaders who want to future-proof their workforce, build stronger talent pipelines, and stay competitive in the agentic AI era. Backed by real-world insights from industry leaders:

1. Marcel Mertens, Head of Strategic Sourcing and Partner Management, ABN AMRO

2. Ana Martins, Head of Global Business Services, Lisbon Site Lead, Syensqo

3. Natalie Goffin, Head of People Solutions, Takeda

This guide goes beyond theory to explore how careers are evolving, and what that means for your organisation. For GBS and Shared Services leaders, this isn’t just about individual career growth; it’s about ensuring your function has the right skills, mindset, and leadership capabilities to deliver strategic impact in the years ahead.

Download this guide to learn more about:

• How AI is reshaping roles and skills, and what your teams need to stay relevant
• The critical capabilities driving progression from operational roles to strategic leadership
• How to build a future-ready GBS talent strategy that delivers long-term enterprise value

As the pressure to do more with less intensifies, the organisations that win will be those that invest in people, skills, and adaptability. Don’t get left behind, download the full guide now and start building your future-ready GBS workforce.

The European Enterprise Value Mandate

Europe’s shared services industry is at a turning point. As AI accelerates and business expectations rise, GBS leaders are under increasing pressure to demonstrate measurable enterprise value – not just operational efficiency.

In this latest SSON Research & Analytics benchmark study, discover how European organisations are evolving their operating models, service portfolios and automation strategies to meet this new mandate.

Inside the report:

• The latest benchmarks on value measurement, governance and service scope
• Insights into automation maturity and the rise of agentic AI
• Data on talent, hybrid working and workforce experience trends
• A forward look at how GBS must evolve to deliver enterprise impact

Download the report to benchmark your organisation against the European market.

A curated collection of measurable transformation case studies from NTT Data, Michelin, Siemens, Takeda, Mars and Genpact.

This showcase brings together real-world transformation stories from leading organisations across Europe. Each case study outlines the challenge, approach and measurable results – across Finance, HR, customer operations and enterprise technology.

Headline results include:

• NTT DATA – 39% increase in AP productivity, invoice cycle time reduced from 6 to 2 days, and DSO cut by 7 days
• Mars & Genpact – $30M P&L impact (vs $20M target) and $80M recovered in invalid deductions
• Siemens – 80% of global HR catalogue standardised and 350+ mailboxes consolidated into one channel, maintaining 8.7/10 satisfaction
• Michelin – 22% reduction in invoicing errors and near tripling of digital portal adoption
• Takeda – Enterprise GenAI digital assistant delivering 24/7 support and significantly reducing manual tickets

Every case study featured is an SSON Impact Award winner – independently recognised for delivering measurable, enterprise-wide impact.

Download your copy to explore the full transformation journeys.

This in-depth handbook explores how leading GBS organisations are expanding scope across functions, regions and capabilities – and what it takes to do so successfully without overreaching.

What’s inside the handbook?

Drawing on SSON data, expert analysis and real-world case studies, this guide will help you:

• Assess the right scope for your GBS – using practical criteria to determine which activities belong in GBS, the corporate centre or the business
• Understand what’s driving scope expansion – including the role of AI, rising stakeholder expectations and the need for end-to-end integration
• Move from cost centre to value generator – with insights on how mature GBS organisations are delivering CX, strategic input and growth impact
• Learn from peers who’ve done it – including expansion journeys from Webasto, Duracell and Siemens, covering finance, HR, IT, engineering and more
• Avoid common pitfalls – with clear guidance on governance, operating models, talent and executive sponsorship

Whether you’re planning your next phase of expansion or pressure-testing your current service portfolio, this handbook provides a clear, evidence-based framework to guide smarter decisions. Download the handbook now and explore how modern GBS leaders are redefining value in 2026 and beyond.

The 2026 European Visual Analytics Workbook, produced by SSON Research & Analytics, explores the key forces reshaping the European service delivery landscape, including:

• Value – the shift towards outcome-based value creation
• Services – the expansion and modernisation of service lines
• Capability – the uplift of strategic, transformation and delivery capabilities
• Experience – the growing role of experience in defining performance and success

Packed with data-led insights and visual analysis, this report provides a clear foundation for understanding where European GBS and Shared Services are heading next. Download the full report to benchmark your organisation and understand how your peers are evolving their operating models.

Agentic AI is redefining how global business services operate, but the path to real transformation requires more than powerful technology. In this infographic, industry leaders break down what it really takes to unlock AI-driven productivity, orchestration, and enterprise value.

From realistic timeframes to the seismic shifts coming for operating models, skills, governance, and BPO partnerships, this snapshot reveals the opportunities and the hard truths every GBS and transformation leader needs to know.

Download the infographic to learn more about:

• Why Agentic AI isn’t “RPA 2.0”, and what that means for integration and governance
• How operating models will be reshaped by autonomous, orchestrated workflows
• What BPOs must do to stay relevant in an agentic future
• Candid insights from industry pioneers across PwC, KPMG, McKinsey, and Wipro

Agentic AI is here. The question is whether your organisation is ready. Download the infographic to understand the shifts already underway, and what they mean for your teams, your partners, and your transformation.

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!

Is your organisation ready to streamline operations, boost efficiency and embrace innovation? Our comprehensive handbook for Setting Up a Modern SSC will guide you every step of the way. 

What's Inside:

• Strategic Alignment: Learn how to position your SSC as a key driver of enterprise-wide success.
• Service Excellence: Craft Service Level Agreements that foster transparency, accountability and high performance.
• Process Optimisation: Unlock the power of standardised processes to reduce inefficiencies and enhance consistency.
• Workforce of the Future: Prepare your team for tomorrow's challenges with actionable strategies for upskilling and resilience. 
• Technology-Driven Success: Explore the tools, technologies and automation solutions that will revolutionise your SSC. 

Whether you're starting from scratch or transforming an existing SSC, this guide delivers practical insights, proven strategies, and expert advice to help you build a future-ready operation. Empower your organisation with an SSC designed for success.

At the Shared Services & Outsourcing Week Autumn, the session titled "Driving Enterprise Efficiency: How Manufacturers Are Powering Operations with AI" led by Avinash Jha, Head of API and Integration at Volvo Group, explored how AI is revolutionising manufacturing operations and AI’s transformative role across industries. He offered a very practical overview of real-life AI agents and shared how he was able to reduce supplier issue resolution time by 60% and support costs by 50%.

We are delighted to offer you access to the full recording of the session as well as an executive summary and takeaways. Enjoy!

What’s included?

• Full 30-minute presentation with integrated slides
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

Download to discover more about how AI is revolutionising manufacturing operations. 

One of the top rated presentations from SSOW Autumn 2025, led by Sergio Oliveira, Digital Innovation & Excellence Leader, Philips

Learn how Philips is using generative and agentic AI to transform workflows, scale automation globally, and deliver measurable ROI.

In under 30 minutes, you’ll see how their Centre of Excellence model, governance approach, and performance metrics can help shape your own AI roadmap.

What’s included?

• Full 30-minute presentation with integrated slides
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

This presentation gives you the essential insights – fast. Whether you’re scaling automation, modernising processes or building new digital capabilities, you’ll walk away with practical ideas you can use right now.

As expectations from the C-suite continue to rise, GBS leaders must evolve from operational partners to enterprise change-makers. This keynote panel featuring 4 of Europe's leading GBS leaders – from Bayer Global, Ministry of Defence, Lonza, and TheFork – reveals the strategies top organisations are using to demonstrate impact, accelerate transformation, and lead with technology.

What’s included in your download?

• Access to the full 30-minute session video
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

This presentation gives you the essential insights – fast. Download now to learn more about how 4 of Europe's leading GBS leaders are driving strategic impact across their organisations.

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

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 engaging debate, six of the industry’s most respected leaders and SSOW Lisbon speakers went head-to-head on the future of GBS, and debated which model should come out on top:

• 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.

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?