In the past few years, Shared Service Centers (SSCs) / Global Business Services (GBS) organizations have dramatically evolved their roles. They have become transformation engines for their global organizations, delivering a competitive advantage and shaping the future of work. The rising adoption of AI has further brightened the future for GBS. Nevertheless, they encounter significant challenges, with talent shortage being a vital one. Managing employee expectations in a digital-first, post-pandemic world has added complexity to GBS.

Today, GBS organizations can harness the dynamic power of technology to evolve into data-intelligent powerhouses with highly engaged and motivated employees. Leveraging technology that enables the analysis of user interactions can offer increased visibility into work patterns. When coupled with advances in automation and generative AI, it can revamp the workplace into one where employees collaborate and thrive. While the benefits are numerous, GBS organizations encounter various barriers to scalability. Adopting best practices from industry leaders can help in the widespread adoption of technology to eliminate dark data and achieve operational excellence.

In this report, we explore the potential for GBS to leverage a technology solution that analyzes employee-machine interactions to identify data-backed insights. These insights enable GBS to take a comprehensive approach across people, process, and technology, ultimately delivering superior business outcomes and an improved stakeholder experience.

Scope

All industries and geographies

Contents

In this report, we:

• Introduce GBS and discuss its evolution
• Examine the growing talent shortage in GBS
• Explore the role of technology in maximizing employee potential and enhancing the employee experience
• Barriers and best practices to scale technology adoption

Membership(s)

Service Optimization Technologies (SOT)

Sourcing and Vendor Management