In 2023, the generative AI revolution truly took off, and the Shared Services & GBS industry quickly embraced it to remain competitive. As we look ahead to 2025, an impressive 77% of GBS leaders believe that generative AI is crucial to their success. However, it’s surprising to note that over 50% of these leaders have yet to initiate or complete a generative AI project. Now is the time to act – don’t risk being left behind!

In partnership with SSON, we are excited to share the latest insights into the application of generative AI in shared services over the past year. This report will help you benchmark your organisation against your competitors and gain an understanding of how others are utilising this transformative technology.

In this report, we will:

• Explore how AI is revolutionising Customer Experience, Finance, HR & Recruiting, and Change Management
• Address crucial concerns such as data privacy in Generative AI
• Investigate current inconsistencies with the technology
• Review real-world case studies from Siemens GBS, Mars, and Swiss Re, among others

This report is your essential guide to understanding the profound impact of generative AI on shared services in the past year and how you can either enhance or implement it within your organisation. Stay ahead of the competition – get your copy today!

In this dynamic session, leaders from smaller, agile BPOs share their insights on the industry, competition, and why "smaller can be beautiful." They tackle key questions, such as:

• What’s the value proposition of a smaller BPO?
• Is the GBS industry shifting towards best-in-breed solutions?
• What are the advantages of partnering with a specialised, niche BPO?
• What can GBS and shared services leaders expect when working with a challenger?

Watch the debate now to hear how these innovative organisations are shaping the future of BPO and offering unique value in the market!

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. Leading Business Services are fighting back in a variety of ways. First by re-aligning their operating model to ensure it is both digitally enabled and completely aligned with enterprise goals, second by expanding the breadth of services offered and third by introducing customer experience and marketing strategies to re-asset their worth.

In this report we’ll examine these three areas, uncovering exactly why GBS organizations fall apart and how you can avoid the pitfalls many unsuccessful GBS leaders fall into. In short, this report covers:

• Why do GBS organizations fall apart?
• How leading GBS organizations are fighting back!
• Adapting GBS strategies to meet enterprise goals in the age of AI
• Incorporating groundbreaking new services into GBS
• Incredible customer experience & selling your Page 8 shared services Conclusion

Ahead of the Shared Services & Outsourcing Week Europe 2024, this Benchmarking Report features our global state-of-the-industry results, where respondents explore how to mature and future-proof their Global Business Services (GBS) and Shared Services operating model.

Download this comprehensive Benchmarking Report to discover:

• What areas companies are investing in over the next 6-12 months.
• The perception and integration of automation processes and Generative AI within GBS.
• Location and talent strategies being utilised in the industry.
• The top ways GBS leaders are delivering value to their businesses.
• The challenges with maturing and future proofing GBS.

You can also find a summary of the key trends to help you mature and future-proof your GBS and shared services operating model, drive value, purpose and growth-led transformation.

According to the SSON R&A 2023 report, a staggering 76% of respondents are at a low to medium maturity level with their shared services implementation, while 78% have a low to medium level of automation. Recognizing the need to support beginners in this field, we've curated this guide to provide you with essential insights and resources. Whether you're just starting out or looking to enhance your existing operations, this guide is designed to equip you with the knowledge and tools necessary to navigate key decisions, including lift and shift transition, contract negotiations, location strategies, technology selection, and cost optimisation.

Download your complimentary copy of the guide now and explore:

• An introduction to shared services and global business services
• Advice from key experts including Deborah Kops, Founder of Sourcing Change, Steve Rudderham Head of Global Business Services at Carrier, Angela Mangiapane, President at Mars Global Business Services & more!
• Top Tips To Transform Your Cost-Saving Strategy
• Accelerating & Amplifying your Digital Strategy with Process Discovery
• The Future Location Report: The Next Big Shuffle
• Technology, Automation & Generative AI for Shared Services & GBS

Celebrating 24 years with the Business Services Industry! In honour of the 24th Annual Shared Services & Outsourcing Week Europe 2024, we present an incredible guide to enhance your knowledge of Generative Artificial Intelligence (Gen AI), the transformative technology that has the potential to significantly impact shared services. 

Download this Gen AI Content Guide to discover more about:

• The inclusion of AI in HR processes.
• The hidden potential of artificial intelligence.
• Navigating the challenges of artificial intelligence adoption. 

As you look forward to the remainder of 2024, GBS organisations are ushering in a new era. It’s about elevating the people strategy, infusing purpose and trust and navigating the realms of AI and Generative AI. This guide offers you invaluable insights on how to not only incorporate Generative AI, but how to understand it and utilise its highest potential.

The 2024 'State of the Shared Services & Outsourcing Industry Europe Market Report 2024' has just been released and you can download it now.

The European Shared Service and GBS industry is in an incredibly exciting position. As a model which is only few decades old, it is remarkable that many shared services are now being looked to as the drivers of digital transformation and examples of excellence within their business. In 2024, the value shared services is already providing, is set to extrapolate. Generative AI brings brand new opportunities for improved productivity, better user experience and the integration of new services, if shared services can get their processes ready and talent upskilled to take on this new challenge.

Download your complimentary copy now for an in-depth look at:

• Top Cities For Delivery Centres in Europe
• The top priorities for overall SSO/GBS strategy targets
• Fresh insight on developing new capabilities & scaling data analytics
• How Generative AI is influencing Shared Services & GBS
• Upskilling & employee experience for Shared Services & GBS

The global shared services industry is experiencing a period of seismic change. The traditional model, built upon standardization and cost-efficiency, is being swept away by a powerful confluence of technological advancements and an ever-evolving business landscape. We stand at a pivotal juncture, where the digital transformation tide is rising rapidly, forcing shared services leaders to reimagine their operating models and embrace new capabilities. SSON's 2024 Visual Analytics Workbook highlights the biggest trends influencing European GBS in 2024, and serves to support your own operational planning in the year ahead.

Don't just witness change – lead it! Download Your Visual Analytics Workbook Now >>

For HR professionals, the impact of ever-advancing AI and automation technologies presents new challenges regarding concerns about automation replacing human jobs. At the 24th annual Shared Services and Outsourcing Week Europe, HR professionals will hear from world-leading experts on how to navigate AI and automation projects, allay employee concerns and create more efficient and rewarding workplaces for all stakeholders.

Download this report to learn more about:

• Employee Experience: leveraging AI solutions to enhance employee experiences.
• Automation in HR Decision Making: the concept of elevating user experience and delivering new sources of value.
• Importance of Human Touch: with AI technologies being used for more HR functions, the digital transformation and the importance of viewing this period of change as a time for opportunity.

This report highlights 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 throughout organisations.

The shared services industry is undergoing significant transformation globally. At this critical juncture, we reflect on the insights shared by women interviewed during last year's SSOW event. As we celebrate International Women’s Day, we spotlight the key investment prospects and primary focuses propelling the outstanding women leading the Global Business Services landscape forward.

Explore the exclusive interviews below!

Ahead of the 24th Annual Shared Services and Outsourcing Week Europe 2024, we spoke exclusively to Jackie Crockford, VP Global Business Services, AstraZeneca and Phil Priest, SVP Global Shared Services, IFF, about progressive GBS leadership, key investment areas for 2024, words of wisdom for starting a career in shared services and GBS, and memorable moments from SSOW Europe 2023.

Read more and discover:

• Jackie and Phil’s perspective on the true measure of progressive GBS leadership
• What areas AstraZeneca and IFF are investing in over the next 18 months
• Key advice for the Shared Services GBS workforce of the future
• The best bits from SSOW Europe

Over 900 of your peers gathered at the biggest Shared Services & GBS leaders' event of the year, where together they explored crucial insights on elevating people strategies, infusing purpose and trust, navigating the realms of AI and Generative AI, and fortifying sustainability as a core value. The delegate list featured executives from Pandora, Paramount, PepsiCo, Tesco Business Services, Mars, Airbus, AstraZeneca, Carrier, and many more. These leaders joined the 24th Annual #SSOW Europe, making it an unforgettable and insightful experience.