State of Shared Services & Outsourcing Industry 2027

About This Webinar

Where is GBS really heading in 2027?

The State of the Shared Services and Outsourcing Industry is SSON Research & Analytics' most comprehensive survey of the year, capturing what is happening across the full GBS agenda. From AI and talent to operating models, service scope, customer experience, transformation, and value creation, the research provides a global benchmark of how shared services, GBS, and GCCs are evolving.

In this data-led session, we'll reveal the findings from hundreds of organizations worldwide, showing what has changed, where investment is going, and what GBS leaders are prioritizing for the year ahead.

What you will learn

• How operating models, mandates, reporting lines, and organizational priorities are changing
  
• Where AI is actually being deployed, how much organizations trust it, and what is standing in the way of adoption at scale
  
• How GBS is being measured as expectations shift toward transformation, business impact, effectiveness, and measurable value
• How roles, skills, leadership capabilities, and human-AI ways of working are changing, and where the biggest capability gaps remain
• Which processes and capabilities are moving into GBS, and where organizations are taking on broader enterprise responsibilities
• How GBS is improving the employee experience through simpler processes, faster service, self-service, personalization, and digital support

This is the most comprehensive benchmark of the shared services and GBS market, built from hard data across the full scope of the industry. Join us for an unfiltered look at what is really happening and what it means for 2027.