The traditional GBS model is undergoing a significant transformation. Providing cost-savings is no longer enough and shared services are struggling to prove their worth to their internal customers.

In this 12-page report, packed full of industry analysis from SSON Research and Analytics, we’ll examine exactly why GBS organisations fall apart and how you can avoid the pitfalls many unsuccessful GBS leaders fall into.

This report covers:

• Why do GBS organisations fall apart?
• How leading GBS organisations are fighting back!
• Adapting GBS strategies to meet enterprise goals in the age of AI
• Incorporating ground-breaking new services into GBS
• Incredible customer experience & selling your shared services
  

With the rapidly evolving technological landscape and the increasing pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a stern test of their ability to evolve and transform. The only way for our leaders to stay relevant is to keep pushing the envelope, and this is exactly what this case study explores.

As AI is now no longer a futuristic concept, but a tangible reality driving significant change. So, this case study highlights two success stories and projects from two industry leaders that leveraged AI to overcome challenges, streamline operations and enhance efficiency. Through the experiences of Marc Ferre Hausmann, Managing Director, Global Business Services Barcelona, Bayer and Irfan Ali, Director, Digital, Automation & Innovation, Bosch Service Solutions we delve into the practical applications, key lessons learned and the transformative impact of AI on their respective organisations.

Download this case study to learn how to:

Download this case study to learn how to:

• Automate and Streamline Processes: learn how leveraging AI can automate routine tasks and enhance operational efficiency, freeing up resources for more strategic activities.
• Implement AI Strategically: understand the importance of identifying the right use cases, upskilling your team, and integrating AI with existing systems through pilot testing and continuous improvement.
• Overcome Implementation Challenges: discover strategies to tackle technical integration, language accuracy, and user adoption challenges by conducting rigorous testing, refining AI models, and ensuring user acceptance.
  

For HR professionals, the continuous advancements in AI and automation technologies pose new challenges, particularly concerning the potential replacement of human jobs by automation. This report showcases key insights from industry leaders about the future relationship between HR and automation, and how to integrate this technology to enhance the human experience and ensure efficiency across organisations.

Download this report to discover:

• Employee Experience: Utilising AI solutions to enhance employee experiences.
• Automation in HR Decision Making: Elevating user experience and delivering new sources of value.
• Importance of Human Touch: As AI technologies are increasingly used for HR functions, recognising the digital transformation as an opportunity for growth.

Discover the extensive list of organisations attending this year's Shared Services & Outsourcing Week London. The event will feature an impressive array of industry leaders from diverse sectors. Notable attendees include Adidas, BP, AstraZeneca, HelloFresh, Mars, L'Oréal, and many more.

In addition to these leading companies, SSOW London will welcome professionals in key roles such as senior c-suite executives, directors, and managers responsible for Shared Services, GBS, outsourcing, HR & finance. This mix of job titles and expertise will create a rich environment for networking, knowledge sharing, and collaboration.

In 2023, the generative AI revolution began, and the Shared Services & GBS industry quickly got on board to stay competitive. As we look forward to 2025, a staggering 77% of GBS leaders agree that generative AI is vital. Yet, it's surprising that over 50% of these leaders haven't started or completed a generative AI project. It's time to take action and not get left behind!

In our latest report with SSON, we are delighted to present recent insights into the application of generative AI in shared services over the past year. This report enables you to benchmark your organisation against competitors and understand their utilisation of this technology.

In the report, we will:

• Deep dive into how AI can be a game-changer in Customer Experience, Finance, HR & Recruiting and Change Management
• Navigate issues such as data privacy in Gen AI
• Explore current inconsistencies with the technology
• Examine real-world case studies from Siemens GBS, Mars and Swiss Re among others

This report is your key to understanding the impact of generative AI in shared services over the past year and how to enhance or implement it within your organisation. Stay ahead of the curve and get your copy today!

In the dynamic world of GBS, aligning the multifaceted aspects of transformation with the overarching vision of the organisation is paramount. If you are looking for game-changing transformation strategies that can revolutionise your GBS alignment with enterprise objectives, then look no further.

For this road map, we spoke with John Dawber, Corporate Vice President & Managing Director – Global Business Services, Novo Nordisk where he shared his insights, strategies and practical advice about how to master the art of creating your shared services and GBS arsenal.

With more than 25 years of expertise in the pharmaceutical and healthcare sectors, John has a demonstrated track record of fostering business expansion and achieving beneficial outcomes for both the organisation and its clients.

Download this piece and discover the importance of:

Download this piece and discover the importance of:

• Employee Engagement: prioritising employee satisfaction is fundamental to achieving and exceeding organisational goals.
• Trust-Building: cultivating trust with stakeholders is a foundational principle that enables progress and the attainment of high-value work.
• Cultural Integrity: upholding a strong organisational culture, particularly during growth phases, is vital for maintaining leadership and spurring motivation.
  

With the rapidly evolving technology landscape and the increased pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a test of their ability to evolve and transform.

This challenge is not just about integrating new technology into existing systems, but about reimagining the way we work, reshaping business models and redefining the future of the industry. It is about the ability to evolve, transform and lead in a world that is constantly changing – and it is a test that our leaders are facing head-on.

As part of our commitment to bringing you the most relevant and insightful content, this exclusive interview series will delve into the experiences, insights and perspectives of those at the forefront of this industry transformation. For the third instalment of this series, we interviewed one of the new faces on the GBS scene, Aneta van den Kieboom, SVP Head of Global Shared Services, RHI Magnesita to get her perspective on the biggest challenges he is currently facing, the qualities necessary to be an effective leader, the biggest trends in the industry right now, plus much more!

Download this interview to learn more about:

• The biggest challenges the industry and RHI Magnesita are currently facing
• The qualities necessary to be an effective leader
• The biggest trends in the GBS and Shared Services industry

With the rapidly evolving technology landscape and the increased pressure to explore the true power of Generative AI, leaders in the GBS and shared services industry are yet again facing a test of their ability to evolve and transform.

This challenge is not just about integrating new technology into existing systems, but about reimagining the way we work, reshaping business models and redefining the future of the industry. It is about the ability to evolve, transform and lead in a world that is constantly changing – and it is a test that our leaders are facing head-on.

As part of our commitment to bringing you the most relevant and insightful content, this exclusive interview series will delve into the experiences, insights and perspectives of those at the forefront of this industry transformation. For the first instalment of this series, we interviewed one of the new faces on the GBS scene, Elias Albino, Global Services & Solutions (GSS) HR Head and Global HRBP for Finance, Productivity and Strategy, Syngenta Group to get his perspective on the biggest challenges he is currently facing, the qualities necessary to be an effective leader, the biggest trends in the industry right now, plus much more.

Download this interview to learn more about:

• The biggest challenges the industry and Syngenta are currently facing
• The qualities necessary to be an effective leader
• The biggest trends in the GBS and Shared Services industry
  

When it comes to enterprise transformation, failure along the way is inevitable. With GBS and shared services leaders working in an industry that has been maturing and thriving over the past 3-4 decades, they are facing one of their toughest challenges yet: their ability to evolve and transform. However, it is important to understand that facing and overcoming these challenges head-on is an integral part of the transformation process. It is about navigating these hurdles, such as embracing a digital transformation strategy and integrating it within a global strategy framework, learning from your failures, and bouncing back from setbacks, ultimately defining your ability to create lasting success.

In today’s rapidly evolving landscape, characterized by the complexities of the true power of Generative AI, cost pressure, and the demands of becoming a successful digital transformation enabler, leaders must collaborate and share their experiences to address today's challenges.

The data in this infographic provides a unique insight into the challenges shared by over 70 Shared Services and GBS leaders, where they identify their key priorities in their journey to enable enterprise transformation.

As the shared services model repositions itself for the data-driven, digital, ecosystem we see tremendous new potential for ambitious leaders. The competition regarding talent remains critical, as does finding talent with the right skills and capabilities required. Today, shared services and GBS can and are playing an ever more strategic role in enabling enterprise business success. This Visual Analytics Workbook highlights survey data from the UK and mainland Europe. It identifies the trends defining the current status quo, as well as opportunities and strategic planning for the future.

We had the pleasure of speaking with our SSOW Europe 2023 Inspirational Keynote Speaker and Rugby World Cup Legend Jonny Wilkinson, about how shared services and GBS leaders can apply vulnerability, openness and the power of presence to running their organisations.

We had the pleasure of speaking with Jackie Crockford, VP Global Business Services, AstraZeneca, about the true measure of progressive GBS leadership, key areas AstraZeneca are looking to invest in over the next 18 months, her advice/words of wisdom for someone starting their shared services and GBS journey, and her favourite parts of SSOW Europe 2023.

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We had the pleasure of speaking with Steve Rudderham, Head of GBS, Carrier, our chairman at SSOW Europe 2023, about how shared services and GBS will evolve over the coming years, topics he'd like to see on the 2024 agenda, as well as his key takeaways, insights, memorable moments and highlights from SSOW Europe 2023.

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We had the pleasure of speaking with Kamila Grembowicz, Head GBS Delivery Excellence and Transition, JTI, about the key areas JTI are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, her advice/words of wisdom for someone starting their shared services and GBS journey, and the key takeaways and insights that she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

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We had the pleasure of speaking with Phil Priest, SVP Global Shared Services, IFF, about the true measure of progressive GBS leadership, the key areas IFF are looking to invest in over the next 18 months, his advice/words of wisdom for someone starting their shared services and GBS journey, and his favourite parts of SSOW Europe 2023.

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We had the pleasure of speaking with Gabriela Stanakova, Senior Director, GBS Source To Pay Global Operations, Kimberly-Clark, about the key areas Kimberly-Clark are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, her advice/words of wisdom for someone starting their shared services and GBS journey, and the key takeaways and insights she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

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We had the pleasure of speaking with Dr. Turan Sahin, Chief Executive Officer, Allianz Services, about the vision behind Allianz Services 'transformation engine' to drive customer excellence, innovation and best-in-class services, the key challenges they encountered with this approach and how they overcame these, the tools or areas they are looking to invest in to support their 'transformation engine', how they see this approach evolving over the coming years, as well as Turan's most memorable moments and highlights from SSOW Europe 2023.

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We had the pleasure of speaking with Deborah Kops, Managing Principal, Sourcing Change, about the best approach to effective stakeholder management, the key areas practitioners should be investing in over the next 18 months, how shared services and GBS will evolve over the coming years and the key takeaways and insights she gained from the panel discussions, roundtables or workshops at SSOW Europe 2023.

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We had the pleasure of speaking with Carlos Guimaraes, VP GBS Operations, adidas, about his greatest challenge with retaining and managing talent in the new ways of working, his strategy to overcome this challenge, how shared services and GBS will evolve over the coming years, and his biggest highlights from SSOW Europe 2023.

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We had the pleasure of speaking with Maria Kirillova, Regional Director of Financial Operations, EMEA, Mars, about her greatest challenges within shared services and GBS, key areas Mars are looking to invest in over the next 18 months, how shared services and GBS will evolve over the coming years, and her favourite parts of SSOW Europe 2023.

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We had the pleasure of speaking with Bobby Abraham, Global VP, Finance Architecture, Change & Transformation (FACT), AstraZeneca, at SSOW Europe 2023, about his greatest challenges over the last 12 months within shared services and GBS, how shared services and GBS will evolve over the coming years and his advice/words of wisdom for someone starting their shared services and GBS journey.

Watch the full video here! >>>