SSON’s annual state-of-the-industry report is the gold standard for global and regional shared service trends. Our 2021 report offers critical insight into how SSOs are addressing their post-pandemic future and is contributed to by hundreds of GBS leaders across the world as well as SSON's global advisory board. This session is an exclusive, first look at the results of the survey and SSON’s corresponding analysis with two global advisory board members. Covering the key themes:

• Rethinking service delivery for the digitized enterprise
• Data’s role in enabling digitized processing
• Automation & digitization: value-add beyond cost
• Building digital talent alongside humans
• Redesigning work through FOW