July 2026 Newsletter
The Industry Just Shifted. Here's What Changed.
Posted by Naomi Secor on July 3, 2026
Editor's Note
The second half of 2026 is revealing a very different picture of the Shared Services and GBS landscape. Digitalization has become a top-three strategic priority, effectiveness has overtaken cost as the leading benefit of outsourcing, and more than half of organizations expect to introduce dedicated AI leadership roles within the next year.
In this month's newsletter, you'll find the latest industry data, a new report on why transformation still breaks down, applications for the Top 20 Most Admired Shared Services/ GBS study, new benchmarking tools, and upcoming events.
Five New Findings Every GBS Leader Should Know
Our H2 2026 Strategic Outlook builds on the same global research behind our flagship State of the Industry report, providing additional findings that weren't included in the original release.
- Digitalization is now one of the industry's top three strategic priorities, alongside cost and service excellence.
- Effectiveness has overtaken cost as the number one benefit organizations expect from outsourcing.
- 77% of GBS organizations now report directly into the C-suite, continuing the industry's move toward greater strategic influence.
- 53% expect to introduce an AI or Agentic AI leadership role within the next 12 months, making AI the fastest-growing leadership specialization.
- 81% say operational demands, not budget, are the biggest barrier to upskilling employees, highlighting that capacity has become the real workforce challenge.
Download the H2 2026 Update
Why Transformation Still Breaks Down
GBS is increasingly expected to lead enterprise transformation without owning the processes it is responsible for improving.
Our newest report explores how leading organizations are closing that gap by strengthening Global Process Ownership, embedding governance into transformation programs, and using AI to accelerate, not replace, effective operating models.
Read the Report
Applications Are Open for the Top 20 Most Admired Shared Services / GBS Study
Each year, SSON Research & Analytics' Top 20 Most Admired Shared Services/GBS study recognizes organizations that are setting the benchmark for excellence across the industry.
Being named to the list validates your organizations performance, strengthens your employer brand, and demonstrates your impact to leadership, business stakeholders, and prospective talent.
Apply for the Top 20 Study
Bring the 2027 Outlook to your Leadership Team
Planning your 2027 strategy? Our analysts are now booking executive briefings and town halls, presenting the latest research, industry benchmarks, and market outlook tailored to your leadership team. It's an effective way to align stakeholders around the trends shaping the future of GBS.
Book a Briefing
How Does Your Organization Compare?
The SSON Research & Analytcs' Report Wizard Data Tool, exclusive to subscribers, allows you to benchmark your own performance against organizations by industry, geography, or the Top 20 Most Admired Shared Services and GBS organizations.
Compare your organization against peers, identify strengths and gaps, and generate a personalized report in minutes.
Build Your Benchmark Report
Where the Industry's Leading GBS Leaders Are Speaking
GBS Digital Summit: From Execution to Enterprise Impact
Hear how leaders from Aptiv, Reckitt, UL Solutions, Cardinal Health, AstraZeneca and Ingram Micro are scaling AI, strengthening process ownership, and delivering measurable business impact.
Register for the Summit
Need a Sounding Board for Your Next Big Decision?
Not every challenge requires a consulting engagement. Sometimes you simply need an experienced expert to validate your thinking, review your approach, or answer a critical question.
Through one-on-one virtual sessions, you'll have direct access to some of the industry's most experiences GBS practitioners.
Explore Advisory Services
Upcoming Webinars
Reimagining GBS: The Engine of Enterprise Value Creation
July 28
With 86% of organizations now committed to the GBS model, this session explores how leading organizations are building AI-ready workforces, strengthening process ownership, and positioning GBS as a driver of enterprise value.
The Great Location Reset
Location strategy has become 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.
Register
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.