Generative AI in Shared Services: One Year On

For the past thirty years Shared Services Organizations (SSOs) and, more recently, Global Business Services (GBS), have been striving to consolidate business functions to improve efficiency, standardize processes, and ensure consistency across the business. These models have proven useful to many global organizations, which is shown by the increased presence of shared services and GBS in corporate structures.

As of Q4 2023, nearly 50% of organizations perceive themselves as at a medium maturity level, with 22% at a high/ advanced level, according to SSON Research & Analytics, thus showing that there has been a continued adoption and expansion of the model in recent years.

Download this report to understand how SSOs and GBS are leveraging generative AI to boost productivity, streamline functions, and enrich customer experience. Discover key trends, implementation strategies, and the future landscape of generative AI in shared services.