State of the Global Shared Services Market Report 2019

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Barbara Hodge

SSON Shared Services Report 2019

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Every year, SSON’s global member survey highlights significant progression in Shared Services models.

The past couple of years have shown a clear trend away from transactional, human-based work and towards knowledge-driven activity enabled by data and automation.

Yet, and despite the anxiety unleashed by “robotics”, this has not translated to obvious job losses. Instead, SSOs are developing new competencies, leveraging Centers of Expertise, and taking on growth without adding headcount by expanding into new services and geographies.

This year's report is broken into five core areas that guide modern Shared Services:

  • Operating model
  • Strategy
  • Talent
  • Automation & the digital workforce, and
  • Future technology opportunities.

I hope it will guide your strategic and investment priorities in the year ahead.

Barbara Hodge

Principal Analyst and Global Digital Content Editor / SSON