We had the pleasure of speaking with Bobby Abraham, Global VP, Finance Architecture, Change & Transformation (FACT), AstraZeneca, at SSOW Europe 2023, about his greatest challenges over the last 12 months within shared services and GBS, how shared services and GBS will evolve over the coming years and his advice/words of wisdom for someone starting their shared services and GBS journey.

Watch the full video here! >>>

We had the pleasure of speaking with Steve Rudderham, Head of GBS, Carrier, our chairman at SSOW Europe 2023, about how shared services and GBS will evolve over the coming years, topics he'd like to see on the 2024 agenda, as well as his key takeaways, insights, memorable moments and highlights from SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Phil Priest, SVP Global Shared Services, IFF, about the true measure of progressive GBS leadership, the key areas IFF are looking to invest in over the next 18 months, his advice/words of wisdom for someone starting their shared services and GBS journey, and his favourite parts of SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Maria Kirillova, Regional Director of Financial Operations, EMEA, Mars, about her greatest challenges within shared services and GBS, key areas Mars are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, and her favourite parts of SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Kamila Grembowicz, Head GBS Delivery Excellence and Transition, JTI, about the key areas JTI are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, her advice/words of wisdom for someone starting their shared services and GBS journey, and the key takeaways and insights that she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Gabriela Stanakova, Senior Director, GBS Source To Pay Global Operations, Kimberly-Clark, about the key areas Kimberly-Clark are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, her advice/words of wisdom for someone starting their shared services and GBS journey, and the key takeaways and insights she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Dr. Turan Sahin, Chief Executive Officer, Allianz Services, about the vision behind Allianz Services 'transformation engine' to drive customer excellence, innovation and best-in-class services, the key challenges they encountered with this approach and how they overcame these, the tools or areas they are looking to invest in to support their 'transformation engine', how they see this approach evolving over the coming years, as well as Turan's most memorable moments and highlights from SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Deborah Kops, Managing Principal, Sourcing Change, about the best approach to effective stakeholder management, the key areas practitioners should be investing in over the next 18 months, how shared services and GBS will evolve over the coming years and the key takeaways and insights she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with Carlos Guimaraes, VP GBS Operations, adidas, about his greatest challenge with retaining and managing talent in the new ways of working, his strategy to overcome this challenge, how shared services and GBS will evolve over the coming years, and his biggest highlights from SSOW Europe 2023.

Watch the full video here! >>>

We had the pleasure of speaking with our SSOW Europe 2023 Inspirational Keynote Speaker and Rugby World Cup Legend Jonny Wilkinson, about how shared services and GBS leaders can apply vulnerability, openness and the power of presence to running their organisations.

We had the pleasure of speaking with Jackie Crockford, VP Global Business Services, AstraZeneca, about the true measure of progressive GBS leadership, key areas AstraZeneca are looking to invest in over the next 18 months, her advice/words of wisdom for someone starting their shared services and GBS journey, and her favourite parts of SSOW Europe 2023.

Watch the full video here! >>>

Embarking on a transformative journey, SSOW Europe 2024 unveils an inspiring agenda, tailored to address shared services challenges at various maturity levels!

Cost optimisation continues to be a central focus in the shared services industry, especially in the midst of ongoing global economic challenges, the integration of expensive yet groundbreaking technologies, and the dynamic nature of the workforce. In this era, strategic cost management holds paramount importance.

Jan Nikus, Vice President of KONE Business Services, emphasises a departure from short-sighted cost-cutting measures towards a more proactive and forward-looking approach to cost optimisation. As Arpitha Shetty underscores, the emphasis should not solely be on streamlining processes but also on enhancing value for the enterprise, which inherently leads to cost efficiencies.

In the latest report from SSON, we delve into various examples illustrating how organisations can embrace a strategic, long-term approach to cost savings.

Readers of the report will walk away with the following takeaways:

• IT Financial Management: Customising IT frameworks to align with business objectives can facilitate the elimination of redundant IT resources, thereby reducing costs.
• Generative AI: Despite being perceived as a substantial investment, generative AI holds promise in terms of time efficiency, error reduction, and improved customer satisfaction, all of which can significantly contribute to cost-saving initiatives.
• Outsourcing: While not a novel concept in the shared services landscape, the report underscores the cost-reducing potential of outsourcing through benefits such as economies of scale and enhanced cost predictability.
• Resource Management: Efficiently managing human capital within an organisation can unlock the full potential of existing talent, thus mitigating the need for additional hiring and reducing labour costs.
  

According to research conducted by SSON Research & Analytics, the shared services landscape boasts a diverse array of maturity levels. As of April 2023, 27% of Global Business Services /Shared Services Organisations were relatively young, having been established within the past 0-3 years. Conversely, 24% of GBS/SSOs have stood the test of time, operating for a decade or more. This spectrum of maturity underscores the need for SSON editorial to cater to both foundational and advanced topics within the sector.

To ensure comprehensive coverage, SSON has turned to its esteemed Global Advisory Board for guidance. Comprising over 30 seasoned professionals with extensive experience in shared services and GBS, the Advisory Board plays a pivotal role in shaping the editorial direction.

These esteemed members collaborate with SSON to curate agendas for both physical and digital events, offer insights for upcoming surveys conducted by SSON Research & Analytics, and consistently contribute thought leadership content to the SSON website.

In a new initiative, the advisory board members have taken the reins of "Ask the Expert," an advice column aimed at addressing common queries from the SSON community. Each week, a board member will lend their expertise to answer a frequently asked question, providing valuable insights and practical solutions.

In the dynamic landscape of 2023, the proliferation of artificial intelligence has been a defining feature, with the emergence of generative AI and advanced language models like ChatGPT reshaping the way individuals work, learn, and conduct business.

Within Shared Services Organisations and Global Business Services, the impact of generative AI spans across various functions, from HR to finance. However, the foremost area where the industry anticipates leveraging the latest AI advancements is in enhancing customer experience. As per insights from SSON Research & Analytics, a significant 62% of GBS practitioners are gearing up to integrate generative AI to bolster CX.

In our latest report, we delve into the transformative potential of generative AI in CX, highlighting key benefits, potential pitfalls, and strategies for tracking its impact.

Key insights from the report include:

1. Generative AI, a facet of artificial intelligence, revolutionises CX by powering chatbots, virtual assistants, and voice-activated bots. This technology enables natural interactions and delivers personalised recommendations based on existing data.
2. Generative AI plays a pivotal role in ensuring seamless omnichannel experiences, mitigating disjointed customer journeys. It excels in sifting through vast datasets, automatically identifying patterns and trends to generate actionable insights. Moreover, it facilitates the scalability of personalised CX by automating the creation of tailored content, thereby enhancing customer engagement and satisfaction.
3. While Customer Satisfaction (CSAT) surveys remain vital for assessing customer perception of generative AI in CX, alternative metrics such as response time, resolution rate, usage patterns, sentiment analysis, retention rates, and personalisation metrics offer nuanced insights. A holistic approach that combines quantitative and qualitative measurements is imperative for gaining a comprehensive understanding of generative AI's impact on CX.
   

Welcome to a fresh season of SSO Next! This season, we're privileged to engage with GBS C-Suite executives and global leaders, delving into topics close to their hearts. Kicking off this series is none other than Eckard Eberle, CEO of Siemens Global Business Services. Renowned for their innovative approach, Siemens stands as a beacon of excellence in the realm of GBS, consistently pushing the boundaries of digitalisation. Notably, Siemens has embraced Generative AI extensively within their GBS operations, positioning themselves as pioneers in this field.

In this inaugural episode, Eberle graciously shares insights into Siemens' successful integration of Generative AI in their customer service and employee experience initiatives. Offering invaluable advice and visionary perspectives, Eberle sheds light on Siemens' journey and provides guidance for those eager to embark on similar ventures.

Ahead of the Shared Services & Outsourcing Week Europe 2024, this Benchmarking Report features our global state-of-the-industry results, where respondents explore how to mature and future-proof their GBS and Shared Services operating model.

Download this comprehensive Benchmarking Report to discover:

• What areas companies are investing in over the next 6-12 months.
• The perception and integration of automation processes and Generative AI within GBS.
• Location and talent strategies being utilised in the industry.
• The top ways GBS leaders are delivering value to their businesses.
• The challenges with maturing and future proofing GBS.

You can also find a summary of the key trends to help you mature and future-proof your GBS and shared services operating model, drive value, purpose and growth-led transformation.

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Paul Bartley, Senior Director, Finance Business Services, Baxter International, about what the future of work looks like in GBS and how leaders can act to reshape the future of work, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

According to the SSON R&A 2023 report, a staggering 76% of respondents are at a low to medium maturity level with their shared services implementation, while 78% have a low to medium level of automation. Recognizing the need to support beginners in this field, we've curated this guide to provide you with essential insights and resources. Whether you're just starting out or looking to enhance your existing operations, this guide is designed to equip you with the knowledge and tools necessary to navigate key decisions, including lift and shift transition, contract negotiations, location strategies, technology selection, and cost optimization.

Download your complimentary copy of the guide now and explore:

• An introduction to shared services and global business services
• Advice from key experts including Deborah Kops, Founder of Sourcing Change, Steve Rudderham Head of Global Business Services at Carrier, Angela Mangiapane, President at Mars Global Business Services & more!
• Top Tips To Transform Your Cost-Saving Strategy
• Accelerating & Amplifying your Digital Strategy with Process Discovery
• The Future Location Report: The Next Big Shuffle
• Technology, Automation & Generative AI for Shared Services & GBS

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Andras Kohl, Head of Finance Business Services – CE, TESCO, about how leaders ensure effective change management to drive transformation and what Tesco's top priorities are for the next 12 months/year, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

The #SSOW Team have compiled our most popular and widely read content this year into an exclusive resource bundle, including: 

1. Maturing and Future-Proofing GBS & the Shared Services Operating Model Benchmarking Report 
   
   
2. Levelling Up Service Management and Orchestration 
   A pioneering view from Frank Schueler, Managing Director Global Service Center (GSC), DHL Global Forwarding, Freight 
   
   
3. The Shift to People & Purpose: Key Insights from a SSOW Women Leader - Part 1 
   Exclusive interview with Maria Saggese, Global and EMEIA GBS Lead Partner, EY 
   
   
4. The Shift to People & Purpose: Key Insights from a SSOW Women Leader - Part 2 
   Exclusive interview with Vanessa Gleason, Head of Strategy, Process Excellence and Innovation, Takeda 
   
   
5. Getting Digitalisation Right 
   Exclusive interview with Thomas Moons, Global Head of Customer Experience (CX) Excellence, Shell 
   
   
6. European Shared Services & GBS Organisations Key Trends & Insights 2023 | SSON Analytics Report 
   
   
7. The State of European Shared Services and HR - Industry Report 
   
   
8. 2023 Snapshot of Attendees

To find out more about maturing and future-proofing GBS & shared services, levelling up service management and orchestration, the shift to people and purpose, getting digitalisation right, the state of European shared services and HR, the key trends and insights for 2023, and the 2023 snapshot of attendees, download the full content bundle here! >>>

Celebrating 24 years with the Business Services Industry! In honour of the 24th Annual Shared Services & Outsourcing Week Europe 2024, we present an incredible guide to enhance your knowledge of Generative Artificial Intelligence (Gen AI), the transformative technology that has the potential to significantly impact shared services.

Download this Gen AI Content Guide to discover more about:

• The inclusion of AI in HR processes.
• The hidden potential of artificial intelligence.
• Navigating the challenges of artificial intelligence adoption. 

As you look forward to the remainder of 2024, GBS organisations are ushering in a new era. It’s about elevating the people strategy, infusing purpose and trust and navigating the realms of AI and Generative AI. This guide offers you invaluable insights on how to not only incorporate Generative AI, but how to understand it and utilise its highest potential.

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Bobby Abraham, Global VP – Finance Architecture, Change & Transformation (FACT), AstraZeneca about what topics will have the biggest impact on the future of shared services and GBS, what more the industry can do to collaborate, key takeaways and why it is so important for organisation's like AstraZeneca to attend, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

With more than two years of continuous upheaval and change behind them, Shared Services and GBS organisations are having a pivotal moment. There has never been a greater time for progressive GBS leaders to step up to the next level to redefine operating model, reposition for purpose, lead with growth, operate with agility, and deliver value through intelligence.

Explore the greatest challenges and opportunities facing European business services operations.

Download the 2023 SSON Analytics Report now >>>

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Andreas Manolis, Head of Innovation & Strategy, GBS, BT, about what more the industry can do to collaborate, key takeaways, favourite topics and why it is so important for organisation's like BT to attend, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Sandy Khanna, Global Head of Shared Services, Anglo American, about where Anglo American are in their shared services/GBS journey, strategies they are currently working on and how they are driving these strategies for maximizing business impact and their top priorities for the next 12 months/year, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

The 2023 'The State Of European Shared Services & HR Report' has just been released and you can download it now.

Get an in-depth look at the technologies, strategies and operating models that have allowed Europe to remain a global shared services hub despite the challenges of the past two years. Dive into the HR function, which has been responsible for navigating many of the biggest challenges driven by the pandemic’s impact on talent acquisition and development.

Download your complimentary copy now and explore at how GBS and HR leaders in Europe are redefining their operating model, repositioning for purpose, leading with growth, operating with agility, and delivering value through intelligence.

Join 600+ of your peers at the biggest Shared Services & GBS leaders gathering of the year where together you'll explore crucial insights on elevating people strategies, infusing purpose and trust, navigating the realms of AI and Generative AI, and fortifying sustainability as a core value. Download the delegate list below, featuring executives from Pandora, Paramount, PepsiCo, Tesco Business Services, Mars, Airubs, AstraZeneca, Carrier and many more, see who is confirmed to join the 24th Annual #SSOW Europe.

Ahead of Shared Services & Outsourcing Week Europe 2023, this report features our global state-of-the-industry results, where over 100 respondents explore how to mature and future-proof their GBS & shared services operating model. This comprehensive benchmarking report will also provide you with the unique opportunity to explore what areas companies are investing in over the next 6-12 months, current operating models, working models, location strategies and talent strategies being utilised in the industry and whether these are predicted to change over the coming year, as well as the greatest challenges with maturing and future-proofing GBS and future GBS promises to businesses. In addition, you can find a summary of the key trends, to help you mature and future-proof your GBS and shared services operating model, drive value, purpose and growth-led transformation.

Read the report and discover:

• Where organisations are in their GBS journey
• What areas companies are investing in over the next 6-12 months
• The current operating models, working models, location strategies and talent strategies being utilised in the industry and whether these are predicted to change over the coming year
• The greatest challenges with maturing and future-proofing GBS and the shared services operating model
• Future GBS promises to the business

Download the full report here >>>

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Florence Mui, Senior Vice President, Global Business Services, Adidas, about how Adidas are advancing the maturity of their shared services/GBS, expanding their shared services/GBS into emerging areas and their top priorities for the next 12 months/year, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

After decades of focusing on processes and technologies, Global Business Services (GBS) organisations are shifting focus to their people and purpose, as all companies are fighting for great talent in almost all locations. Ahead of the Shared Services & Outsourcing Week Europe 2023, we spoke exclusively to Maria Saggese, Global and EMEIA GBS Lead Partner, EY, about how businesses can help define their purpose through work and the outcomes when they do, why companies need to make diversity, equity, and inclusion (DE&I) a priority in their GBS and best practices to rethink or reframe service delivery models. 

Read more and discover: 

• How businesses can define their purpose through work and the outcomes of this 
• How companies are integrating and prioritising DE&I in their GBS agendas 
• Best practices to rethink and reframe service delivery models 
• The roadmap for the future of GBS 

Download the full interview here! >>>

The shared services industry is undergoing significant transformation globally. At this critical juncture, we reflect on the insights shared by women interviewed during last year's SSOW event. As we celebrate International Women’s Day, we spotlight the key investment prospects and primary focuses propelling the outstanding women leading the GBS landscape forward.

Explore the exclusive interviews below!

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Dr. Frank Schüler, Managing Director Global Service Center (GSC), DHL Global Forwarding, about the greatest challenges with cultural changes, advice/top tips for encouraging out of the box thinking, the key benefits and greatest opportunities of digital operating models and value-creation, and the next phases/steps for digital operating models and value creation, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

Ahead of the Shared Services & Outsourcing Week Europe 2023, we spoke exclusively to Vanessa Gleason, Head of Strategy, Process Excellence and Innovation, Takeda, about the key drivers for people and purpose, the changes they are experiencing in their organisation as a result, how they are developing diversity and inclusion as part of their GBS agenda, what the roadmap for the future of GBS looks like and best practices. 

Read more and discover: 

• The key drivers towards people and purpose, how these are being driven within Takeda, and the changes they are seeing as a result 
• How Takeda are developing diversity and inclusion as an integral part of their GBS agenda 
• The roadmap for the future of GBS 
• Best practices to achieve your strategic vision and people experience aspiration 

Download the full interview here! >>>

Ahead of the 24th Annual Shared Services and Outsourcing Week Europe 2024, we spoke exclusively to Jackie Crockford, VP Global Business Services, AstraZeneca and Phil Priest, SVP Global Shared Services, IFF, about progressive GBS leadership, key investment areas for 2024, words of wisdom for starting a career in shared services and GBS, and memorable moments from SSOW Europe 2023.

Read more and discover:

• Jackie and Phil’s perspective on the true measure of progressive GBS leadership
• What areas AstraZeneca and IFF are investing in over the next 18 months
• Key advice for the Shared Services GBS workforce of the future
• The best bits from SSOW Europe
  

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Reto Sahil, Group Chief Information Officer and Excom Member, Asahi Europe & International, about his top priorities for the next 12 months/year and key takeaways from SSOW Europe 2022, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

A key trend in service management this year is the shift from customer service towards customer experience within service delivery to drive customer centricity, service delivery quality and strategic alignment. The shared services industry is also moving from siloed service delivery methods to integrated service platforms, supported by evolving technologies.

In this report, we explore these trends by providing key metrics of the current state of service management and orchestration in the industry. In addition, Frank Schueler, Managing Director Global Service Center (GSC), DHL Global Forwarding, Freight provides his expert insight on how to level up your service management and orchestration, to help you drive value, purpose and scale-led transformation in your organisation, ahead of the Shared Services & Outsourcing Week Europe 2023.

Read the report and discover:

• The current state of service management and orchestration in the industry
• Key drivers for levelling up service management and orchestration
• Success metrics for initiatives and strategies proven to level up service management and orchestration
• Principal service management and orchestration learnings
• Top service management and orchestration trends for 2023

Download the full report here! >>>

There was so much to name and highlight during the 23rd edition of SSOW Europe - the No. 1 event for Europe’s shared services, GBS and sourcing leaders, and we are very proud to bring all of these together in this year's post-show report, as we move towards the future with our amazing shared services community! 

Read more and discover: 

• Who attended SSOW 2023 
• The 10 key themes at SSOW 2023 
• Key session highlights 
• Key trends to takeaway from SSOW 2023 
• The 2023 SSON Impact award winners 
• What our attendees had to say 
• #SSOW2023 
• Our sponsors 
• What's up next for SSOW! 

Download the full post-show report here >>> 

GBS Repositioned: Value, Purpose & Growth-Led Transformation

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Salvatore Russo, GBS Strategy Director, AstraZeneca, about how AstraZeneca are advancing their GBS maturity, expanding their GBS into emerging areas and their top priorities for the next 12 months/year, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Pedro Nunes, Data Insights Director - Global Business Services, AstraZeneca, about his greatest challenges with GBS data and top tips for addressing these challenges, the key benefits and greatest opportunities of data-driven GBS, and the next phase/step for data and GBS, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>

Ahead of this year's SSOW Europe, we had the pleasure of speaking with Nigel Coffey, Head of Finance Operations, Alnylam Pharmaceuticals, about the lessons he has learnt from being head of finance transformation and global business organisations at companies including PepsiCo, Pfizer, Takeda, why he is keen to prioritise master data in his efforts to get P2P to best practice level, why he is a fan of recovery audit as a project and how this is sold internally, his perspective on robotics and automation and the role of benchmarking in getting to best practice, to help you transform your shared services/GBS and position your company for success.

Fill in the form below to access exclusive insights >>>