The Blueprint for Impact: Inside SSON Award-Winning Projects

What does award-winning GBS transformation actually look like in practice?

Inside this exclusive download, you’ll discover how leading organisations including NTT DATA, Michelin, Siemens, Mars, and Takeda delivered measurable, enterprise-scale impact across finance, HR and business services.

From 39% productivity gains and $30M+ P&L impact to global HR consolidation and GenAI-powered employee support, these case studies break down the challenge, strategy, execution and quantified results behind each transformation.

You’ll also gain:

• Clear, measurable KPIs and value delivered
• Exclusive judges’ insights on what differentiates true impact
• Practical guidance for entering the 2026 Awards

Whether you’re benchmarking your GBS performance or preparing your own entry, this showcase reveals exactly what award-winning excellence looks like – and how to position your achievements with credibility and impact.

Download the collection and set the standard for 2026.

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.

SSOW Europe is the premier meeting ground for GBS, shared services and outsourcing leaders from across the region, bringing together 850+ senior, forward-thinking executives for three days of strategic discussions, showcases, and networking. Connect directly with senior decision-makers with specific challenges and projects, looking to explore innovative technologies, ideas, and platforms to drive transformation and sustainable growth.

Details in the document include:

• Event Overview
• Attendee Breakdown
• 2026 Key Themes
• Engagement Opportunities
• Sponsorship Package Options
• 2026 Partners

Download your copy of the Sponsorship Prospectus now >>

Cost savings and efficiency were once top priorities for SSCs, but the focus is shifting to the value of high-quality customer experience. Today, it’s not just about getting the job done, it’s about delivering exceptional service that makes an impact on the receiver. It's time to meet the rising bar and this report is your first step.

In this report, we will address:

• Going above and beyond the SLA to achieve an excellent standard of customer service
• Being on the road to achieving omnichannel support for seamless service excellence
• 3 Top customer experience techniques that will push your SSC into the spotlight
• 5 Approaches to implement for effortless customer experience
• Curating a customer experience-focused culture
• Insights from SSON’s Customer Centricity Award Winner
  

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.

This is the report you've been waiting for. It shares regional insights from an extensive global survey conducted by SSON Research & Analytics in Q4 2024 of 350+ shared services and outsourcing executives to highlight key trends, challenges, and opportunities shaping business services today.

What's inside?

• Introduction: Resilience & Innovation
• Shaping the Future of Shared Services in a Complex Landscape: Navigating a Complex Landscape
• Reimagining the Operating Model: Strategies for a Resilient & Agile Future
• Winning the War for Talent: Building a Future-Ready Workforce
• Process Optimisation: Unlocking Efficiency Through Continuous Improvement
• Automation & Digitisation: Powering Transformation Through Intelligent Technology
• The Future of Service Delivery

Whether you are a leader seeking strategies to enhance operational efficiency, expand your talent pool, or leverage emerging technologies like generative AI, this report offers actionable insights to support your success in the year ahead.

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.

European Shared Services and Global Business Services (GBS) leaders are at the forefront of a dynamic transformation journey, progressing from foundational capabilities to fully integrated mega GBS models. This evolution in Europe goes beyond cost efficiency — it’s about driving strategic value, fostering innovation, and enhancing stakeholder experiences tailored to the unique demands of the region.

In this visual analytics workbook, we focus on five critical themes shaping the future of European GBS:

• Delivering value across maturity stages
• Embracing AI and digital transformation
• Achieving end-to-end process excellence
• Crafting outstanding experiences
• Cultivating resilient talent strategies

Access this interactive report now to find out how GBS in the region are faring.

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 role of Global Process Owners (GPOs) is evolving as finance transformation accelerates. From overcoming organisational silos to driving automation and efficiency, GPOs are at the forefront of shaping future-ready finance operations.

The GPO Industry Insights Content Pack brings together exclusive interviews, industry reports, and expert-led discussions to provide actionable strategies for end-to-end process excellence.

What's Inside?

• Exclusive Interviews with GPO Leaders: Firsthand insights from finance transformation experts at Amway and Smith+Nephew.
• Top Challenges & Solutions for GPOs: A deep dive into the biggest roadblocks and how to overcome them.
• Real-World Case Studies: How global organisations are successfully implementing O2C and R2R process improvements.
• End-to-End Process Transformation Strategies: Best practices for governance, automation, and stakeholder alignment.

Get the insights you need to drive finance transformation. Download the content pack today!

Understand exactly who you can meet at SSOW Europe 2026. The attendee list provides a clear breakdown of confirmed organisations, seniority levels and job titles, helping sponsors assess audience fit and buying influence.

The list includes C-suite and GBS leaders, Vice Presidents, Directors and Global Process Owners across finance, HR, procurement and business services. You’ll also find regional and industry insights, showing where attendees are based and the sectors they represent, from manufacturing and pharma to technology, professional services and CPG.

Download the SSOW Europe 2026 attendee list to evaluate the audience profile and identify high-value connections ahead of the event.

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.

Launching and scaling a Global Business Services (GBS) model is no small feat. ERP implementations, digital transformations, and process standardisation efforts often don’t go as planned, resulting in missed deadlines, budget overruns, and operational chaos.

At SSOW Europe 2025, we're diving deep into the difficulties and challenges of launching and scaling your GBS model. In this exclusive case study featuring Lubnah Alam, Director of Finance Operations at EG Group, she shares candid insights into the leadership, planning, and execution gaps that derail even the most well-funded transformation initiatives.

Download this case study to discover:

• The hidden risks that cause major transformation projects to fail
• Why new systems alone don’t fix broken processes, and what does
• How to align leadership, manage scope, and ensure project success
• Proven strategies for mitigating risks and driving real, long-term change

Whether you’re at the start of your transformation journey or refining a mature GBS operation, these lessons are critical to avoiding costly missteps and accelerating success.

Don’t let history repeat itself, download the full case study now!

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!

According to the U.S. Office of Management and Budget, a large company’s CFO typically oversees around 185 hours of work for quarterly reports and 2,300 hours for annual reports. Yet, financial reporting is just the tip of the iceberg.

Our brand-new market report, Beyond Numbers: New CFO Expectations for Shared Services explores how CFOs are stepping beyond traditional duties. Today’s finance leaders are not just number crunchers; they are pivotal in driving growth, optimising resources, and shaping long-term strategies. Finance teams are transforming into key business partners, offering insights on growth opportunities and resource optimisation while maintaining robust controls. Global trends—such as shifts in trade, increased scrutiny on sustainability, and advancements in technology like Gen AI—are revolutionising the finance function. Routine tasks are becoming automated, allowing CFOs to focus on strategic leadership and digital transformation and understanding how these changes are redefining your role as a finance leader is crucial for future success.

Download our latest report to explore how these trends will impact Shared Services & GBS:

• The Increasing Significance of CFOs as Strategic Business Advisors: Explore how finance leaders are leveraging Shared Services and GBS to drive growth and enhance decision-making
• The Evolving Responsibilities in Finance Leadership: Understand how resource management, business planning and operational efficiency are becoming shared priorities across finance functions
• The Revolution of Processes with Digital Transformation: Discover how innovations like Gen AI and automation are reshaping financial operations, allowing GBS and Shared Services teams to focus on higher-value, strategic contributions,
• Global Trends Impacting Shared Services: Learn how shifts in trade dynamics, sustainability priorities and regulatory scrutiny are redefining the role of finance leaders

Stay ahead of the curve. Download our report to understand how these forces are transforming Shared Services and GBS, enabling finance leaders to redefine their impact and lead with confidence in a rapidly changing landscape.

Launch your shared services journey with expert insights!

The journey of maturing your shared services or GBS can be incredibly complex, but do not fear – this is not a journey you need to do alone. This infographic, One Step at a Time: Practical Steps and Real-World Wisdom to Guide Your Maturity Journey from the SSOW Community offers exclusive insights from industry leaders who attended SSOW London 2024 from AstraZeneca, Duracell, DMS-Firmenich, Bayer and many others. They share how to set realistic goals, embrace innovation and why it is so important to connect with a thriving community to propel your shared services journey forward.

Download this infographic to gain:

• Expert advice at your fingertips: Gain insights directly from industry veterans who have successfully launched and scaled their shared services
• Actionable Strategies: Learn practical tips you can implement immediately, regardless of your maturity level
• Join a Thriving Community: Discover the value of networking and learning from one of the most dynamic and supportive professional communities dedicated to shared services and GBS

Take the first step towards success and download this infographic to uncover proven strategies, actionable advice and practical examples from leaders who have been in your shoes.

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. 

In today’s fast-paced technological revolution, the pressure to unlock the full potential of Generative AI has never been greater. Leaders in the GBS and shared services sectors find themselves at a critical juncture, tasked with not just keeping pace but driving transformative innovation. How can they rise to the challenge and stay ahead in an era of constant evolution? This compelling case study provides the answers.

Dive into an in-depth exploration of two groundbreaking, AI-powered initiatives that are reshaping the way businesses operate. Featuring exclusive insights from Marc Ferre Hausmann, Managing Director of Global Business Services at Bayer, and Irfan Ali, Director of Digital, Automation & Innovation at Bosch Service Solutions, discover how these visionary leaders have overcome complex challenges, boosted operational efficiency, and redefined business processes whilst keeping people at the centre. 

Download to learn how to:

• Transform Operations and Drive Efficiency: Uncover how AI can revolutionise your business by automating repetitive tasks, optimising workflows, and freeing up valuable resources for high-impact strategic priorities.
• Master AI Implementation: Learn to pinpoint the most promising use cases, empower your teams with essential skills, and seamlessly integrate AI into your existing systems through strategic pilots and iterative improvements.
• Achieve Measurable Results: Explore proven strategies to evaluate the success of AI initiatives—tracking cost savings, enhancing process automation, and elevating user experiences to deliver clear, tangible returns on investment. 

This case study offers actionable insights and real-world success stories, equipping your organisation with the tools to harness AI’s transformative power and stay ahead of the game. 

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.