After a record-breaking Shared Services & Outsourcing Week Europe, we are thrilled to bring you our 2024 Post-Show report! 

This comprehensive document encapsulates the very essence of this spectacular event which set a new standard for excellence in the Shared Services and GBS industry. Inside this report, you will discover:

• Organisations Who Attended: An overview the over 250+ companies represented.
• Exclusive Insights from Our 850+ Attendees: In-depth perspectives from industry experts.
• Key Session Highlights and Top Takeaways: Reflect on transformative sessions and narratives.
• Attendee Testimonials: Be inspired by the voices of our community.
• 2024 SSON Impact Awards Winners: Celebrate the visionaries recognised this year.
• What’s Next for SSOW: Get a glimpse into our future endeavours.

Whether you attended SSOW Europe this year or not, we hope this report allows you to relive the excitement of this year’s event and we look forward to welcoming you all in Lisbon next year!

Creative Talent Management can take many forms: long term leadership capability, building a strong talent pool, creating a culture in which managers are accountable for their talent, defining the right profile of people and skills, etc. Managing talent effectively is a major challenge. This award category is focused on the strategy, skill sets, improvement methodology, the rise of digital talent, benefits, and hard improvements that Shared Services have achieved in talent management.

Change Management & Business Transformation can take many forms: a different means of managing service delivery, increasing specialized knowledge, offering “expertise” services, accelerating digital transformation, embracing the workforce of the future, etc. Shared Services are the engines driving transformation, so how are they reflecting today’s enterprise priorities? Alongside any transformation, the ability to manage change as part of your day-to-day operations is crucial to ensure the cultural transformation required for execution and growth. This award is focused on the strategy, improvement methodology, benefits and impacts achieved by Shared Services along with their ability to navigate hyper-change.

Customer Centricity in Shared Services can take many forms: understanding and meeting customers’ expectations, effective management of customer needs, designing the experience, complaints resolutions, developing metrics that matter, and encouraging feedback that drives continuous improvement. As customer expectations and behaviors have caused seismic shifts across business models, organizations have enhanced their focus on customer experience through front, middle and back office processes. This Award will focus on how business services are driving a consistent and seamless experience across all of customer touchpoints. This award category is focused on the strategy, methodology, benefits, and hard improvements Shared Services have made to improve the focus on their customers.

Finance Transformation can be measured in various ways. Cost cutting, of course, but also value-generation, faster cycle times, data standardization, or leveraging cognitive technology to improve decision-making – to name just a few. This application focuses on the results or outputs of a specific Finance Transformation, highlighting its impact in measurable terms compared to the initial baseline.

Service providers form an invaluable part of the service delivery ecosystem. For those SSO/GBS that elect to use a third party BPO (business process outsourcer), the resources they can tap, along with the expertise and technology thus offered, are core reasons for outsourcing. There are hundreds of service providers that Shared Services Organizations can utilize to help improve their processes, apply their technologies and achieve a higher level of service for internal customers. This award category is focused on singling out a service provider that has improved an SSO’s impact and efficiencies beyond the original scope – and which has, therefore, become an invaluable partner – not only to the SSO, but the business, as well.

Process improvement can take many forms: Eliminating waste in operations, eliminating friction points for customers, process redesign as part of continuous improvement, innovations in process outcomes or even training related processes. Value creation means delivering shareholder value in terms of either top-line growth, bottom-line improvements or even experience related value-add. This award category is focused on the strategy, improvement methodology and benefits/hard improvements in process improvement and value creation that have been made by a shared services organization.

Creative Talent Management can take many forms: long term leadership capability, building a strong talent pool, creating a culture in which managers are accountable for their talent, defining the right profile of people and skills, etc. Managing talent effectively is a major challenge. This award category is focused on the strategy, skill sets, improvement methodology, the rise of digital talent, benefits, and hard improvements that Shared Services have achieved in talent management.

There are hundreds, if not thousands, of technologies that Shared Services can utilize to improve their performance and outputs. This award category is focused on singling out one technology solution that has significantly impacted a Shared Services’ performance to the extent that it has become invaluable. This application could relate to a new implementation, or expanded use of an existing technology.

Automation has changed the nature of SSO/GBS work over the past decade plus. The impact of automation on service delivery can take many forms – workflow technology, self-service systems, Robotic Process Automation, and now also Artificial Intelligence. The options are endless and ever-expanding. This Automation Impact award is focused on the strategic automation methodology being implemented, its benefits, and the hard, quantifiable impact that the automation has brought to shared services.

In today’s fast-paced technological revolution, the pressure to unlock the full potential of Generative AI has never been greater. Leaders in the GBS and shared services sectors find themselves at a critical juncture, tasked with not just keeping pace but driving transformative innovation. How can they rise to the challenge and stay ahead in an era of constant evolution? This compelling case study provides the answers.

Dive into an in-depth exploration of two groundbreaking, AI-powered initiatives that are reshaping the way businesses operate. Featuring exclusive insights from Marc Ferre Hausmann, Managing Director of Global Business Services at Bayer, and Irfan Ali, Director of Digital, Automation & Innovation at Bosch Service Solutions, discover how these visionary leaders have overcome complex challenges, boosted operational efficiency, and redefined business processes whilst keeping people at the centre. 

Download to learn how to:

• Transform Operations and Drive Efficiency: Uncover how AI can revolutionise your business by automating repetitive tasks, optimising workflows, and freeing up valuable resources for high-impact strategic priorities.
• Master AI Implementation: Learn to pinpoint the most promising use cases, empower your teams with essential skills, and seamlessly integrate AI into your existing systems through strategic pilots and iterative improvements.
• Achieve Measurable Results: Explore proven strategies to evaluate the success of AI initiatives—tracking cost savings, enhancing process automation, and elevating user experiences to deliver clear, tangible returns on investment. 

This case study offers actionable insights and real-world success stories, equipping your organisation with the tools to harness AI’s transformative power and stay ahead of the game. 

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.

This is what you have all been waiting for! Delve into our most impactful and anticipated discussion at Shared Services & Outsourcing Week Europe 2024! Building on the success of the G6 debate at the North America flagship event and the European London event, we have elevated the intensity with rigorous questioning on services, innovation, and capabilities. Prominent Business Process Outsourcing C-Level executives were placed in the spotlight to respond to challenging issues and share their thoughtful perspectives on the changes in BPO operations, as well as future collaboration models between GBS and BPO.

Key topics include covered: how leading BPO players are navigating market changes, future-proofing BPO offerings, technology and BPO convergence, and building strong BPO relationships and partnerships.

Featuring:

• Eloi Decottignies, Chief Executive Accenture Operation Europe, Accenture
• Satish Nair, Senior VP and Head of Client Partnership, Infosys BPM
• Anjali Pendlebury-Green, Executive VP, Head of Europe (North Central), Capgemini's Business Services
• Ashok Pai, Senior VP & Global Head Enterprise Cognitive Business Operations, TCS
• Jasjit Kang, Senior VP & Business Head, Digital Operations & Platforms, Wipro

Moderator:

• Deborah Kops, Founder and Principal, Sourcing Change
  

Dive into our inspirational and insightful keynote session from Shared Services & Outsourcing Week 2024 titled 'Value Re-invention & GBS Transformation Beyond Technology Deployment'. Few companies have experienced rise, fall, and business transformation quite like Nokia. Discover how the spirit of value reinvention and resilience is reflected in their GBS transformation. With a focus on technology, AI, ML, and digitalisation, learn what is truly needed for fundamental value creation.

Featuring:

• Rod Lindsay, Vice President, Global Business Services, Nokia

Key points include Nokia’s journey of reinvention, the pivotal role of GBS/SSO, the impact of rapid technology development, examples of value creation through technology, and career reflections from decades of transformation.

Discover our panel discussion from Shared Services & Outsourcing Week 2024 'The Future of GBS: How to Elevate the Value and Strategic Positioning of a GBS Organisation in the Age of Gen AI'.

Featuring:

• Jan Babst, Group CIO and Global Business Services, OMV
• Phil Priest, Head of Global Business Services, Rolls Royce
• Lizzy Bowling, Executive Director, Head of Strategy and Service Management GBS, Astellas Pharma Europe

Moderator:

• Dorota Góral-Abram, VP, Head of Europe South Central and COO Europe & APAC, Capgemini
  

Explore our panel discussion from Shared Services & Outsourcing Week 2024, 'Reinventing Operations with Gen AI: Moving from Vision to Value'. This session covers the transformative power of Data & AI on enterprise operations and their impact on business outcomes. Learn how industry leaders are leveraging generative AI for operational maturity.

Featuring:

• Rajeev Mall, Vice President, Mondelēz International
• Eric Legrand, Europe GBS Lead, Accenture

Gain insights into successful AI implementation and discover strategies to drive efficiency and innovation in your operations.

Explore our insightful panel discussion from Shared Services & Outsourcing Week 2024 titled 'Modernising and Digitalising AP through AI'. In this session, industry experts delve into the latest trends and advancements in Accounts Payable (AP) automation and digitalisation using AI technologies. Learn how AI is transforming AP processes, enabling greater efficiency, accuracy, and cost savings. Discover practical strategies and real-world examples of successful AI implementation in AP, and gain valuable insights into overcoming common challenges and maximising the benefits of digital transformation in your organisation.

A huge thank you to the speakers who facilitated this insightful discussion!

• Sebastian Schweitzer, Head of GBS Process Management, Fresenius Kabi
• Tom Bangemann, Head of Data Development & Research, SSON Research & Analytics
• Gabriela Stanakova, GBS Global Source-To-Pay Senior Director, Kimberly-Clark

Moderator:

• Bob Booth, Chief Professional Services Officer, Basware
  

Explore our panel discussion from Shared Services & Outsourcing Week 2024 where industry pioneers and leaders shared how they are leveraging data with AI-driven analytics. Key topics included: AI redefining process intelligence, leveraging advanced AI technologies, from piloting to scaling & augmenting human expertise with AI.

A huge thank you to the speakers who facilitated this insightful discussion!

• Eligiusz Pach, Head of Process Managers, Procure to Pay, Lufthansa Global Business Services
• David Böhm, Head of Business Services Europe, Knorr-Bremse Services Europe
• Lars Hölzer, Head of Business Services & Digital, Fresenius Kabi
• Sergio Oliveira, Global Business Services Excellence & Automation Leader, Philips

Moderator:

• Diederick Badon Ghijben, Industry Principal, Celonis
  

Discover our panel discussion from Shared Services & Outsourcing Week 2024 on the pivotal role of GBS in navigating and shaping decision-making in an era of digital disruption. Learn about the strategies that were discussed for harnessing the power of GBS to drive organisational success amidst transformative technological advancements, and discover how GBS leaders have redefined their approaches to enable agile and informed choices. Key topics included: Embracing Disruption, Agile Strategies & Redefining GBS.

A huge thank you to the speakers who facilitated this insightful discussion!

• Satish Nair, Senior Vice President and Head of Client Partnership, Infosys BPM
• Priyambhu Arya, CEO of Business Centre of Excellence, ArcelorMittal
• Sebastian Frey, Managing Director, Kärcher Global Services
• Patrick Franchinard, Vice President - Business Services, Air Liquide
• Florence Mui, EVP, Head of Merck Business Services, Merck KGaA
  

Is generative AI the game-changer for the future of Global Business Services? Watch our exclusive session from Shared Services & Outsourcing Week 2024, featuring industry leaders Jonny Pellegrino, VP of Business Services and Head of Technology & Digital Transformation at Nokia, and Imran Ahmed, Head of Europe, Digital Operations and Platforms at Wipro. Dive into their insights and explore how generative AI is set to revolutionise the GBS landscape!

Dive into our exclusive conversation with Sumit Mitra, Chief Executive Officer at TESCO Business Solutions at Shared Services & Outsourcing Week Europe 2024, moderated by Sven Westeppe, Partner, GBS Lead Switzerland, EY.