The Year Ahead: 5 Pillars Driving GBS Transformation

2025 has been a year of both progress and hard-earned lessons for Global Business Services. As we look toward 2026, success will depend not on chasing the next trend but on building the capabilities that consistently drive performance. With 86% of organizations already committed to the GBS model - whether implemented or in planning - expectations are higher than ever, and all eyes are on GBS to power enterprise transformation. This session is designed to give you and your team the clarity and momentum to step into the new year ready to lead with impact.

Drawing on insights from SSON Research & Analytics data, this webinar spotlights the five pillars that define high-performing GBS organizations. From harnessing people and processes to embedding technology and agentic AI, we’ll share the proven practices that elevate operations from transactional support to strategic enabler. You’ll leave with a clear view of where the market is heading and how to proactively position your GBS to deliver greater value in 2026.

What You Will Learn: 

- The five essential pillars powering GBS transformation in 2026

- Key lessons from 2025 that should guide your strategy forward

- How to integrate people, process, and technology to accelerate impact

- Where agentic AI is reshaping service delivery and performance

- Practical steps to energize your team for the year ahead

Start 2026 on the front foot. Join us for this year-end session and walk away with the insights, principles, and momentum to make the next year your most transformative yet.

Speakers:

Naomi Secor
Global Managing Director
SSON Research & Analytics

Barbara Hodge
Principal Analyst & Global Digital Editor
SSON Research & Analytics

Tom Bangemann
Head of Data Development & Research
SSON Research & Analytics