The European Enterprise Value Mandate

Europe’s shared services industry is at a turning point. As AI accelerates and business expectations rise, GBS leaders are under increasing pressure to demonstrate measurable enterprise value – not just operational efficiency.

In this latest SSON Research & Analytics benchmark study, discover how European organisations are evolving their operating models, service portfolios and automation strategies to meet this new mandate.

Inside the report:

• The latest benchmarks on value measurement, governance and service scope
• Insights into automation maturity and the rise of agentic AI
• Data on talent, hybrid working and workforce experience trends
• A forward look at how GBS must evolve to deliver enterprise impact

Download the report to benchmark your organisation against the European market.

Is your organisation ready to streamline operations, boost efficiency and embrace innovation? Our comprehensive handbook for Setting Up a Modern SSC will guide you every step of the way. 

What's Inside:

• Strategic Alignment: Learn how to position your SSC as a key driver of enterprise-wide success.
• Service Excellence: Craft Service Level Agreements that foster transparency, accountability and high performance.
• Process Optimisation: Unlock the power of standardised processes to reduce inefficiencies and enhance consistency.
• Workforce of the Future: Prepare your team for tomorrow's challenges with actionable strategies for upskilling and resilience. 
• Technology-Driven Success: Explore the tools, technologies and automation solutions that will revolutionise your SSC. 

Whether you're starting from scratch or transforming an existing SSC, this guide delivers practical insights, proven strategies, and expert advice to help you build a future-ready operation. Empower your organisation with an SSC designed for success.

Cost savings and efficiency were once top priorities for SSCs, but the focus is shifting to the value of high-quality customer experience. Today, it’s not just about getting the job done, it’s about delivering exceptional service that makes an impact on the receiver. It's time to meet the rising bar and this report is your first step.

In this report, we will address:

• Going above and beyond the SLA to achieve an excellent standard of customer service
• Being on the road to achieving omnichannel support for seamless service excellence
• 3 Top customer experience techniques that will push your SSC into the spotlight
• 5 Approaches to implement for effortless customer experience
• Curating a customer experience-focused culture
• Insights from SSON’s Customer Centricity Award Winner
  

This in-depth handbook explores how leading GBS organisations are expanding scope across functions, regions and capabilities – and what it takes to do so successfully without overreaching.

What’s inside the handbook?

Drawing on SSON data, expert analysis and real-world case studies, this guide will help you:

• Assess the right scope for your GBS – using practical criteria to determine which activities belong in GBS, the corporate centre or the business
• Understand what’s driving scope expansion – including the role of AI, rising stakeholder expectations and the need for end-to-end integration
• Move from cost centre to value generator – with insights on how mature GBS organisations are delivering CX, strategic input and growth impact
• Learn from peers who’ve done it – including expansion journeys from Webasto, Duracell and Siemens, covering finance, HR, IT, engineering and more
• Avoid common pitfalls – with clear guidance on governance, operating models, talent and executive sponsorship

Whether you’re planning your next phase of expansion or pressure-testing your current service portfolio, this handbook provides a clear, evidence-based framework to guide smarter decisions. Download the handbook now and explore how modern GBS leaders are redefining value in 2026 and beyond.

The 2026 European Visual Analytics Workbook, produced by SSON Research & Analytics, explores the key forces reshaping the European service delivery landscape, including:

• Value – the shift towards outcome-based value creation
• Services – the expansion and modernisation of service lines
• Capability – the uplift of strategic, transformation and delivery capabilities
• Experience – the growing role of experience in defining performance and success

Packed with data-led insights and visual analysis, this report provides a clear foundation for understanding where European GBS and Shared Services are heading next. Download the full report to benchmark your organisation and understand how your peers are evolving their operating models.

Agentic AI is redefining what’s possible for Global Business Services – from decision-making autonomy to radically improved customer experience. But are GBS leaders ready to embrace this next evolution of AI?

This essential guide explores:

• What sets Agentic AI apart from traditional and generative AI
• Use cases across Finance, Procurement, and Service Delivery
• Insights from Coca-Cola Europacific Partners and Adecco Group
• A clear roadmap for implementation and upskilling your teams

Whether you’re exploring use cases or preparing to scale adoption, this report provides the clarity and benchmarks needed to shape your strategy. Download your copy now!

A curated collection of measurable transformation case studies from NTT Data, Michelin, Siemens, Takeda, Mars and Genpact.

This showcase brings together real-world transformation stories from leading organisations across Europe. Each case study outlines the challenge, approach and measurable results – across Finance, HR, customer operations and enterprise technology.

Headline results include:

• NTT DATA – 39% increase in AP productivity, invoice cycle time reduced from 6 to 2 days, and DSO cut by 7 days
• Mars & Genpact – $30M P&L impact (vs $20M target) and $80M recovered in invalid deductions
• Siemens – 80% of global HR catalogue standardised and 350+ mailboxes consolidated into one channel, maintaining 8.7/10 satisfaction
• Michelin – 22% reduction in invoicing errors and near tripling of digital portal adoption
• Takeda – Enterprise GenAI digital assistant delivering 24/7 support and significantly reducing manual tickets

Every case study featured is an SSON Impact Award winner – independently recognised for delivering measurable, enterprise-wide impact.

Download your copy to explore the full transformation journeys.

The world of Shared Services and GBS is transforming. What was once seen as a cost-focused, back-office function is now at the centre of enterprise transformation, AI adoption, and value creation. But as this shift accelerates, one critical question emerges for leaders: are your people equipped for what comes next?

This exclusive career guide is your essential reading for leaders who want to future-proof their workforce, build stronger talent pipelines, and stay competitive in the agentic AI era. Backed by real-world insights from industry leaders:

1. Marcel Mertens, Head of Strategic Sourcing and Partner Management, ABN AMRO

2. Ana Martins, Head of Global Business Services, Lisbon Site Lead, Syensqo

3. Natalie Goffin, Head of People Solutions, Takeda

This guide goes beyond theory to explore how careers are evolving, and what that means for your organisation. For GBS and Shared Services leaders, this isn’t just about individual career growth; it’s about ensuring your function has the right skills, mindset, and leadership capabilities to deliver strategic impact in the years ahead.

Download this guide to learn more about:

• How AI is reshaping roles and skills, and what your teams need to stay relevant
• The critical capabilities driving progression from operational roles to strategic leadership
• How to build a future-ready GBS talent strategy that delivers long-term enterprise value

As the pressure to do more with less intensifies, the organisations that win will be those that invest in people, skills, and adaptability. Don’t get left behind, download the full guide now and start building your future-ready GBS workforce.

At the Shared Services & Outsourcing Week Autumn, the session titled "Driving Enterprise Efficiency: How Manufacturers Are Powering Operations with AI" led by Avinash Jha, Head of API and Integration at Volvo Group, explored how AI is revolutionising manufacturing operations and AI’s transformative role across industries. He offered a very practical overview of real-life AI agents and shared how he was able to reduce supplier issue resolution time by 60% and support costs by 50%.

We are delighted to offer you access to the full recording of the session as well as an executive summary and takeaways. Enjoy!

What’s included?

• Full 30-minute presentation with integrated slides
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

Download to discover more about how AI is revolutionising manufacturing operations. 

One of the top rated presentations from SSOW Autumn 2025, led by Sergio Oliveira, Digital Innovation & Excellence Leader, Philips

Learn how Philips is using generative and agentic AI to transform workflows, scale automation globally, and deliver measurable ROI.

In under 30 minutes, you’ll see how their Centre of Excellence model, governance approach, and performance metrics can help shape your own AI roadmap.

What’s included?

• Full 30-minute presentation with integrated slides
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

This presentation gives you the essential insights – fast. Whether you’re scaling automation, modernising processes or building new digital capabilities, you’ll walk away with practical ideas you can use right now.

As expectations from the C-suite continue to rise, GBS leaders must evolve from operational partners to enterprise change-makers. This keynote panel featuring 4 of Europe's leading GBS leaders – from Bayer Global, Ministry of Defence, Lonza, and TheFork – reveals the strategies top organisations are using to demonstrate impact, accelerate transformation, and lead with technology.

What’s included in your download?

• Access to the full 30-minute session video
• Executive summary for quick understanding
• Actionable key takeaways to apply immediately

This presentation gives you the essential insights – fast. Download now to learn more about how 4 of Europe's leading GBS leaders are driving strategic impact across their organisations.

Get access to one of the most popular sessions from SSOW Autumn, including the full presentation recording and a concise executive summary so you can absorb the key insights quickly.

Real-Time Intelligence & Agentic AI in GBS: Driving the Future of Global Business Services

led by:

Candice Sieg, Global GBS & Outsourcing Advisory Lead, KPMG and Marcus Millership, SVP Enablement & Solutions, Rolls-Royce

Using Rolls-Royce’s transformation journey as a case study, this session explores how organisations are moving beyond automation towards AI agents capable of orchestrating end-to-end processes across finance, HR and procurement.

You’ll learn:

• What agentic AI means in practice for GBS
• Why real-time intelligence remains a critical gap
• How organisations are embedding AI into broader transformation programmes
• Why IT and GBS must partner closely to scale AI adoption

Access your copy of the video presentation and executive summary now.

Understand exactly who was at SSOW Europe 2026. The attendee snapshot provides a clear breakdown of confirmed organisations, seniority levels and job titles, helping sponsors assess audience fit and buying influence.

The 2026 list included C-suite and GBS leaders, Vice Presidents, Directors and Global Process Owners across finance, HR, procurement and business services. You’ll also find regional and industry insights, showing where attendees are based and the sectors they represent, from manufacturing and pharma to technology, professional services and CPG.

The SSOW Enterprise Pass Package is a flexible ticket bundle designed for organisations that want to send multiple team members to SSOW events across the year. It provides one central way to manage access, allowing teams to share attendance across different roles, functions, and seniority levels.

The package can be used across SSOW Europe and SSOW Autumn, giving organisations the freedom to choose which event best suits each attendee. It is intended to help scale learning, improve internal alignment, and maximise value by extending participation beyond a single delegate or function.

SSOW Europe is the premier meeting ground for GBS, shared services and outsourcing leaders from across the region, bringing together 950+ senior, forward-thinking executives for four days of strategic discussions, showcases, and networking. Connect directly with senior decision-makers with specific challenges and projects, looking to explore innovative technologies, ideas, and platforms to drive transformation and sustainable growth.

Details in the document include:

• Event Overview
• Attendee Breakdown
• 2026 Key Themes
• Engagement Opportunities
• Sponsorship Package Options
• 2026 Partners

Download your copy of the 2026 Sponsorship Prospectus now >>