With more than three years of continuous upheaval and change behind them, Shared Services and GBS organizations are having a pivotal moment. They have proven invaluable in maintaining continuous and resilient operations despite [perhaps even because of] an increasingly remote and hybrid workplace – enabled by the acceleration of “everything digital,” the recognition that automation is a game-changing capability, and the adoption and expansion of new service lines. This interactive report provides some of the most influential trends that will impact your Shared Services operation in the year ahead, and ensures you face the future well-prepared.

88% of shared services professionals’ top strategic target in 2025 is optimizing cost and efficiency. But how are leading shared services centers (SSCs) getting there?

SSON Research & Analytics’ 2025 edition of The Handbook to Setting Up a Modern SSC is now available, offering valuable, peer-driven survey results and statistics that answer these critical questions.

Key Takeaways from the Report:

• Gain insights into the top strategic priorities for 2025 and how leading SSCs are addressing them.
• Compare your SSC’s performance with industry standards and identify areas for improvement.
• Learn how to align your SSC with broader enterprise goals through effective governance and communication.
• Consider your location strategy using a range of important factors from its infrastructure to its talent pool.
• Discover best practices with advice from leaders at Aon, Iron Mountain, Cox Automotive and more for selecting and standardizing high-impact processes to ensure global consistency and efficiency.
• Leverage the latest advancements in RPA, AI, and data analytics to enhance service delivery and operational efficiency.

Click here to have your copy emailed to you.

Explore North America's pivotal role in the GBS industry with our latest report, featuring insights on E2E process optimization through generative AI. Learn about the impact of MDM practices, AI, and RPA on data management and compliance. Discover how GPOs drive cost efficiency and customer-centricity, with a shift towards holistic service models. Produced by SSON Digital, this report provides essential insights for staying ahead in the evolving SSO and GBS landscape.

This report delves into the crucial moment for the global Shared Services industry, grappling with the impact of digital transformation on its usual efficiency. Our yearly survey of Shared Services and Global Business Services leaders highlights the evolving skills needed for greater value, despite the challenge of their scarcity. Access the report for insights from our latest survey, revealing the priorities and strategies of shared services leaders for the coming year.

Download this exclusive Visual Analytics Workbook to understand:

- How shared services & GBS in the region are impacted by the pandemic

- How they are adopting Future of work strategies

- How the GBS model, human capital management, and workforce strategies are evolving

This is a workbook usually only available as part of an SSON Analytics subscription and will be offered as a free download for a limited time.

The pandemic put a spotlight on manual invoice processing and paper plagued workflows. Shared Services teams found themselves thrust into remote work with operations that still relied on paper-based processes executed with manual workflows and handoffs. When office doors started to close, documents remained locked inside and new deliveries stacked up in mail collection areas of unattended offices. Working from home became mainstream overnight. Laptops were fired up and so were a host of concerns about how documents and data would be captured, stored, and shared.

The future of work includes remote work as a key component to renewed organisational design and workflows. The question lies, how has work been redesigned as a result of accounting teams learned from the pandemic?

This report reflects the key findings from SSON’s Global State of AP Automation Survey. Industry case studies and subject matter expert interviews are also included to provide a reference on how to apply learnings from the results.

Download this exclusive Visual Analytics Workbook to understand:

• The expanding role of shared services
• How they are adopting Future of work strategies
• How diversity and inclusion, digital strategy and automation tools are evolving

This is a workbook usually only available as part of an SSON Analytics subscription and will be offered as a free download for a limited time.

The prevalence of shared services in North American businesses continues to grow, and as a result, shared services in the region are maturing and growing their scope of services. "The Expanding Scope of Shared Services in North America" is a comprehensive report that compares SSON Research & Analytics data from past years to today. The report looks at shifting investment priorities, growth in automation maturity, skills shared services are seeking, and much more! If you are interested in learning more about these topics, each section highlights a session at SSOWeek that will dive deeper into the subject area.

Just this November JPMorgan became the latest major financial institution to predict a “mild” recession in the U.S. in 2023. With this in mind, SSON sat down with two industry thought leaders for their tips on how businesses should prepare for a potential recession. This report highlights some of the key takeaways from the conversation, including why it is important to leverage GBS in the face of crisis, and how to prepare and discuss a recession with your employees.

The past two years have changed which skills GBS values in its leaders, and according to Sumit Mitra, things will change again over the next two years. Sumit is the CEO of GBS for Tesco and a member of SSON’s Global Advisory Board. Before Shared Services and Outsourcing Week begins on March 20th, SSON Digital spoke with Sumit about the future skillsets of a shared services leader. During the conversation, Sumit highlights why digital savviness and emotional intelligence are two skills that have emerged in recent years and are sure to continue being important for any leader in the future. Sumit also shared his advice for any professional looking for a career shift into the shared services leadership space.

The "Ask the Expert" booklet compiles strategic advice from shared services and GBS leaders on critical topics like stakeholder alignment, employee engagement, recruiting talent, and performance metrics. By accessing a copy, you gain actionable tips and best practices to tackle your organization's unique challenges on the journey to shared services excellence. Access your copy to gain practical insights that will help you build, manage, and optimize your own successful shared services organization.

With efficiency and experience getting impacted due to legacy processes, transformation became a priority for Riles Jones, a Customer Service Operations Manager with Texas Instruments. That's when she reached out to Infosys BPM, who - with an impactful, award-winning modernization program - delivered enhanced efficiency, rising customer satisfaction scores, as well as over $600,000 in cost savings. 

This interactive report outlines and analyzes the top benefits and emerging value-added services North American Shared Services provides to their enterprise. The report includes but is not limited to, top performing SSOs of 2019 and their metrics, new HR shared services metrics, and and new RPA metrics. To receive a copy directly to your inbox email enquiry@iqpc.com

Find out how organizations are preparing for the workforce of the future and anticipating labor requirements. This 22 page report will tell you what industry leaders are looking to improve in--terms of:

• Productivity increase
• Implementing intelligent automation solutions
• Scope of expansion for their SSCs
• What they're looking for from outsourcing providers
• How data-ready their organization is 

To receive a copy directly in your inbox email enquiry@iqpc.com.  

With more than two years of continuous upheaval and change behind them, Shared Services and GBS organizations are having a pivotal moment. They have proven invaluable in maintaining continuous and resilient operations despite [perhaps even because of] an increasingly remote and hybrid workplace – enabled by the acceleration of “everything digital,” the recognition that automation is a game-changing capability, and the adoption and expansion of new service lines. This Visual Analytics Workbook provides some of the most influential trends that will impact your Shared Services operation in the year ahead, and ensures you face the future well-prepared.

While the fears of economic uncertainty and global recession are grappling every business amid the COVID-19 pandemic, focus on cash flow – managing risk, maximizing liquidity from receivables and optimizing working capital – has become paramount for every business – big or small. Access this report to learn how the back-office finance in almost all global companies, has responded so strongly to the biggest disruption and switched swiftly to “work from home” to maintain business continuity and the strategies they have developed to meet their goals. 

HR services has transformed into a strategic role gaining new objectives likes managing and developing talent within the workforce. This report explains the new role HR has taken over and the different tools that can be utilized to play the role successfully.

This report contains:

• An analysis of the top performing HR services across organizations
• A "Best Practices" model for HR services
• How to utilize technology to your advantage and design strategic support
• Key strategies for optimization services
• and more!

Access this report for key tools and frameworks that can help transform your HR services. To receive a copy, please email enquiry@iqpc.com

The attractiveness of shared service centers today, in part comes from their ability to problem spot and pivot quickly. Never before has that been more apparent or important with the increased digitization of the workplace. GBS has access to the data, leaders, and resources that are able to support shared service centers and bring them to the next level. Read the thirteen page report to find out the top five reasons that GBS can add value to your digital enterprise. To receive a copy directly to your inbox email enquiry@iqpc.com. 

Clare Dickinson AVP & Head of People Services at Sun Life, tells SSON all about how her company prioritizes people and uses Agile HR tech to improve employee experience. In this report Dickinson outline how to implement new process and technology into your company today. As the AVP & Head of People Services, Dickinson is responsible for Sun Life's Global Digital HR Road-map as well as HR Services Delivery, administration and payroll. Grab the report and learn:

• How Agile HR must be rolled out in small and incremental changes
• That deploying Agile in support of a holistic product experience is important
• How exactly does Agile work?
• How to get started with Agile implementation
• How a new best practice HR model supports powerful performance

To access the report directly email enquiry@iqpc.com for a copy.

Keynote speaker Peter Diamandis, Founder and Executive Chairman of the XPRIZE Foundation, talks to Shared Services and Outsourcing Week about what he thinks big business is missing when they make strategic decisions, how AI is helping to startups to disrupt large scale enterprise, and what he thinks will transform business services in the next five years and how AI and machine learning fits into that future. Watch the interview to get a preview of what Diamandis will discuss onsite at Shared Services and Outsourcing Week this Orlando! To receive a copy directly in your inbox email enquiry@iqpc.com. 

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. To receive a copy directly to your inbox email enquiry@iqpc.com.

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

• Operating model
• Strategy
• Talent
• Automation & the digital workforce
• Future technology opportunities
• And much more!
  

Access the North American State of the Shared Services Market Report 2019 to learn about the trends and opportunities the occurring in the industry. Review the data and analytics provided by the top shared services leaders for insights into Shared Services. To receive a copy via email, please email Geena.Monaco@iqpc.com

Discover what’s top of mind for GBS leaders as we head into 2025 with our ‘Shared Services & Outsourcing Week 2024: A Year in Review’ report. Inside, you’ll find key insights on transformation strategies, customer-centric automation, and actionable tips that will help you stay ahead of the curve in the evolving shared services landscape. Plus gain a sneak peak into what expect at SSOW 2025. 

This interactive report analyzes the Shared Services landscape in North America to provide insights on workforce strategies, top skill development priorities, popular tools & technologies for investments, objectives for Global Business Services (GBS), and key measures of success. 

This report takes an in-depth look at:

• Comparing popular workforce strategies in 2018 and 2022
• Which skills are companies prioritizing? (a comparison of 2017, 2018 and 2022 trends)
• Going digital: popular tools & technologies, human-machine working hours, challenges
• GBS in the past 12 months: implementation journey and main objectives in the next 5 years
• Top challenges facing SSO professionals currently (data from respondents)
• The key measures of success for shared services centers in North America

KEYNOTE PANEL: VIEW FROM THE EXECUTIVE BOARD: MAINTAIN CULTURE WHILE NAVIGATING NEW WORKPLACE REALITIES IN CONTINUED UNCERTAIN TIMES

Shared services have proven resilient in these uncertain times. However, as many industries still have not rebounded, to stay solvent, companies are looking to reinvent their operating models, optimizing processes together for maximum efficiency gains. Join this session to learn from a group of C-Level shared services executives who will guide you through this new type of work, how technology is enabling the work, the efficiency gains and overall workforce engagement as a result.

How can you build resilient and sustainable service delivery that will be effective and flexible to meet the unknown challenges of the new reality? Access Talent Alpha's Free Playbook - their first comprehensive Playbook about Rethinking the Workforce. Working with their strategic partners: Automation Anywhere, ING and Venture L by Matthew Mottola, with contributions from Carl Benedikt Frey, Everest Group, SSON and Pro Progressio – they took a deep dive into how businesses can rethink their workforce strategies in a time of extreme uncertainty. Their Workforce Playbook focuses on two very specific and powerful tools: Automation & The Human Cloud

Automation is a buzzword in most industries now. However along with "automation" can come anxiety from employees about job loss and headcount. Having the respect and loyalty of your employees has always been important, but now it's more important than ever. It's key that management have the support of their employees before implementing their automation strategy. Grab the article to see the 10 ways that change management is supporting the automation agenda. If you'd like to receive the article directly, please email enquiry@iqpc.com. 

Read our case study from Infosys BPM and how they helped their clients move up the SSC maturity curve with the help of process standardization, consolidation, and automation. Find out the inefficiencies they helped eliminate and how Infosys helped their client save $40 million over the span of five years. Find out more about Infosys here. To receive a copy directly to your inbox email enquiry@iqpc.com. 

Finance is evolving faster than ever. It's important to see how and where shared services can cut down costs and improve the productivity of your team. This report covers the new trends under the financial function including: Centers of Expertise (CoEs) to drive value-add services; Robotic Process Automation (RPA) as a replacement for human labor; a reassessment of outsourcing’s role and value; and new skills, roles, and recruitment tactics. Grab the report to find out how to add value to your financial center today. To receive a copy directly to your inbox please email enquiry@iqpc.com

Looking to expand your creative talent management in the next year? Learn from the best--find out how Mondelez International, first place winner for the SSON Impact Awards in Creative Talent Management, excelled in their industry. If you'd like to receive a copy directly in your inbox, email enquiry@iqpc.com. 

Disruption in business is inevitable, but embracing discomfort is a key part of bringing your team and organization to the next level. It's important to realize though that to be an important leader, working on the business is just as important as working in the business. Read how to allow yourself to be unsettled and to encourage your team to meet your 2020 goals! If you'd like to receive a copy directly in your inbox, email enquiry@iqpc.com. 

Looking to improve your networking? Currently looking for a job? Looking to establish genuine key connections in your industry? There's no denying that networking is a cornerstone in the modern business world. Read our top ten tips for effective networking, and how to maintain those relationships. If you'd like to receive a copy directly in your inbox, email enquiry@iqpc.com. 

Currently, we are living in the 6th wave of innovation. From utilizing water power and mechanization in the 1700s to digital networks and biotechnology in the 2000s--innovation has come a long way. As we enter the 2020s, technology and smart automation will take center stage. 

Figure out how to drive smart automation by: 

• Automating decision-making during service orchestration
• Implementing service initiation via unstructured requests
  
• Leveraging communication between humans and machines
• Extracting information from unstructured data

To receive a copy directly to your inbox email enquiry@iqpc.com. 

HR departments have been faced with a decision: increase agility and innovation among employees or become complacent. Creating a learning culture within your organization is not only beneficial for the different departments, but it also improves overall company culture and promotes a teamwork mentality among offices. How does one create a culture of agility an innovation? This report covers some of the top resources and methods that companies are using to develop an agile team. From technological innovations (simulations, mobile learning, and gamification) to investing in leadership development to outsourcing -- find out what tools your team needs to produce cutting creativity. To receive a copy directly to your inbox, email enquiry@iqpc.com. 

Grab the case study from Infosys BPM to learn how they helped their client, a conglomerate valued at over $2 billion, transform their digital transformation strategy, and upgrade their business using a shared services model. Find out more about infosys here. To receive a copy directly to your inbox email enquiry@iqpc.com. 

With Coronavirus spreading at a such rapid rate, measures such as social distancing and lifestyle changes are necessary -- but do they warrant hysteria? SSON released their article that breaks down the myths and realities of COVID-19. In the article you'll find: 

• The real meaning of the word "rate"
• A break down on the Coronavirus death rates 
• Using the Decision Sciences to Aid in Determining the Best Course of Action for America

To receive a copy directly to your inbox email enquiry@iqpc.com.

At the front line, Shared Services leaders have a first hand look of the virus’s impact on modern business operations. How has the current global shutdown affected a business model that has been a champion of globalization? Read our report to find out: 

• How to  gauge the impact of the virus on your center’s productivity
• What your  major BCP challenges will be
• COVID-19 and the impact on global service delivery operations
• & more!

To receive a copy directly email enquiry@iqpc.com.

COVID-19 has swept its way across the globe, and the North America and LATAM regions were not spared. SSON recently conducted a survey to gauge what the effects the virus had on the shared services delivery model, what the current challenges are for SSCs, and more importantly -- how they're KPIs have been changed. Grab our report to find out: 

• The timeline: when will we get back to normal? 
• How are shared services changed, by process 
• How are SSCs planning to "recalibrate?" 
• & more

To receive a copy directly to your inbox email enquiry@iqpc.com.

The standardization of shared services models has increased the importance of advancing future shared services processes. This article reviews Bureau Veritas’s Mumbai-based Global SSC and how they take on the next generation of shared services delivery models. Download this article to learn more about the synergies and business intelligence that support a competitive advantage in shared services. To request a copy, email enquiry@iqpc.com

With more than two years of continuous upheaval and change behind them, Shared Services and GBS organizations are having a pivotal moment. They have proven invaluable in maintaining continuous and resilient operations despite [perhaps even because of] an increasingly remote and hybrid workplace – enabled by the acceleration of “everything digital,” the recognition that automation is a game-changing capability, and the adoption and expansion of new service lines. This Visual Analytics Workbook provides some of the most influential trends that will impact your Shared Services operation in the year ahead, and ensures you face the future well-prepared.

Where is the shared services industry heading in 2022?

Resuming transformation is the key theme. We spoke to leaders across organizations from UC Davis, Zimmer Biomet, the Air Force Services Centre, Estee Lauder, Slack and more.

This report looks at: Key areas of change in the shared services and GBS space:

1. Focus 1: Whole employee well-being

2. Focus 2: Build mode - investing in improvements when chips are down

3. Focus 3: Centering the experience

4. Focus 4: Creating space for the skills emerging in the remote shared services environment

5. Focus 5: The changing face of virtual onboarding in the long term

6. Focus 6: A deep need for process standardization

We further looked at an in-depth case: A look behind the shared services curtains at Delaware North

Also within this report are statistics from SSON Analytics, Gartner and Deloitte.