August 2026 Newsletter
71% of GBS Mandates Still Protect Value. Only 29% Create It. Here’s What’s Shifting
Posted by Naomi Secor on August 5, 2026
Editor's Note
Most GBS organizations are still spending roughly 70% of their mandate protecting value, not creating it.
This month we're releasing new research from our H2 State of the Industry Update, opening our latest Order-to-Cash AI study for your input, rolling out new capabilities in R&Ai, and sharing what GBS leaders will unpack live at the Digital Summit.
New Research: State of the Shared Services & GBS Industry - H2 Update
Our H2 Update takes a deeper look at the research behind the industry's most-read benchmark report.
Built from the same global study as the 2026 State of the Industry Report, it explores findings that weren't included in the original publication, giving you fresh insight into how priorities, leadership, operating models, AI, and workforce strategies continue to evolve.
Download the Report
GBS Digital Summit: From Execution to Enterprise Impact
Hear how GBS leaders from Aptiv, Reckitt, Coty, Welspun, Legends Global, Cardinal Health, AstraZeneca, Cencora, Danone, Ingram Micro, UL Solutions, ABM, PMI, and Swissport are scaling AI, strengthening process ownership, and delivering measurable enterprise value.
Across two days, you'll hear practical case studies and new SSON Research & Analytics benchmarks covering:
- Scaling AI beyond pilots
- Building AI-ready operating models
- Strengthening end-to-end process ownership
- Preparing the workforce for AI
- Repositioning GBS as an enterprise value driver
Register for the Summit
Metric of the Month
53% of GBS organizations plan to introduce an AI or agentic-focused leadership role in the next 12 months, more than any other new position on the roadmap.
The shift is already showing up in org charts. As GBS leadership rethinks whhic capabilities it needs to own around AI, data, and automation, the mandate itself is starting to move, not just the tools underneath it.
View our new suite of GBS+ metrics to learn what differentiates GBS' value proposition and how to track its improvement on value-add.
New Survey: Order-to-Cash AI & Agentic Readiness
Agentic AI is generating significant interest, but how prepared are Order-to-Cash organizations to adopt it?
Our latest benchmark study explores current readiness, investment priorities, expected use cases, governance, and the capabilities organizations believe they'll need over the next two years.
Take the Survey & receive a complimentary copy of the report
Meet R&Ai
Your AI research assistant for the GBS industry.
Built on SSON Research & Analytics' proprietary research, benchmarks, and reports, R&Ai helps you find information faster using semantic search and AI-powered answers backed by cited sources.
Need to understand a GBS operating model? Compare organizational structures? Find benchmark data? Simply ask.
Try R&Ai
Upcoming Webinar
The Future of Shared Services Locations I September 4
Location strategy is becoming a competitive advantage.
Join us as we explore how geopolitical risk, talent availability, AI adoption, and changing business priorities are reshaping where organizations locate Shared Services and GBS operations.
Location Webinar Registration
Until next time,
Naomi Secor
Global Managing Director
SSON Research & Analytics
SSON Research & Analytics is the leading global data and research platform for the Shared Services and GBS industry. Built on insights from the world's largest and most established community of business services professionals, we deliver the metrics, benchmarks, insights, and advisory that drive performance worldwide.