January Newsletter

Editor’s Note 

January is not about reflection. It is about direction. 

The 2026 “State of the Shared Services and Outsourcing Industry” Report confirms a clear shift: GBS has moved beyond proving relevance. The focus now is speed, intelligence, and enterprise accountability. This update highlights the signals that matter most, and the tools now available to help you act on them.  

Start Here: State of the Industry 2026  

Based on insights from nearly 500 global executives, our flagship report shows how GBS, shared services and outsourcing models are evolving beyond efficiency toward value and intelligence.  

👉 Read the Report 

👉 Attend the Webinar  

Hear how peers are translating these shifts into operating model, talent, and technology decisions for 2026. 

Five Data Signals Defining 2026 

• GBS is now the dominant model: 85% operate as GBS or plan to transition  
• Scale is accelerating: 75% run multi-country, multi-function models  
• Scope is expanding: Analytics, master data, and insight-led services are embedded
• Talent priorities are shifting: AI fluency and problem-solving lead workforce strategy  
• Agentic AI is real: Nearly half expect to replace some captive work within three years   

Bottom line: Influence is scaling, driven by intelligence, not headcount.  

From FTE to Intelligence: The Post-FTE Shift 

The FTE-based delivery model is under pressure. As agentic AI moves from pilots to production, leaders are rethinking delivery, pricing, and governance.  

👉 Webinar: Inside the Post-FTE Shift: Agentic AI Insights
👉 Survey: Post-FTE Service Delivery Model: Impact of Agentic AI on Resourcing

This session focuses on what changes first when FTE is no longer the primary unit of work.  

Tool Updates You Should Use Now:  

City Cube: The Business Ready (B-READY) Score has been added, replacing Ease of Doing Business. It provides a more practical view of regulatory and operational readiness. 

👉Try it out: https://www.sson-analytics.com/data-tools/city-cube  

Metric Intelligence Hub: We are adding 20 new metrics, including early indicators of automation maturity, master data quality, and end-to-end process performance. Your participation in this survey directly influences the benchmarks leaders will use to set future targets and investment decisions.  

👉Take the survey: https://www.surveymonkey.com/r/5VVW9CH  

R&Ai just got smarter: Now expanding beyond reports, it searches across our data tools to give leaders faster, more precise access to the insights that matter most. 

👉Try it out: https://www.sson-analytics.com/sson-analytics/data-tools/rai 

Advisory Services: When Data Needs a Decision 

For moments when decisions matter and time is limited.

Five-hour minimum engagements. Senior-level guidance. Grounded in benchmarks you already trust. Use cases include AI roadmaps, operating model validation, scope expansion, and workforce or location strategy. 

👉 View the Advisory Services Guide  

New Survey: The R2R Efficiency Mirage 

Many “automated” closes still rely on spreadsheets, manual reconciliations, and offline workarounds. The result is perceived efficiency that masks risk and effort. 

If you are measuring close performance, automation ROI, or risk exposure, this data will reset expectations. 

👉 Take the R2R Efficiency Mirage Survey & Get a Copy of the Full Report

Five Things Not to Forget as 2026 Begins  

• Structure still matters
• End-to-end beats point fixes
• Talent strategy is strategy
• Automation success varies by measurement, not tools  
• Progress favors teams that move before data feels perfect  

Why This Matters 

GBS is entering a phase defined by intelligence, autonomy, and enterprise accountability. The advantage will go to leaders who act early, before new models become the baseline. 

We’ve only just begun. 

Until next time, 

Naomi Secor 
Global Managing Director 
SSON Research & Analytics