For years, the Global Business Services (GBS) model has evolved by improving efficiency, standardizing processes, consolidating work and lowering costs. Many organizations have made significant progress, but most are far from having completed their journey.
Based on SSON Research & Analytics market surveys, insights from ScottMadden, and conversations with industry leaders, three significant shifts are emerging that require immediate action. This report outlines these shifts and offer practical, incremental adjustments you can make to ensure GBS is aligned with new expectations while keeping the business running.
Published September 2026
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