September 2026 R&A Newsletter

Editor's Note 

The GBS mandate is expanding faster than many operating models are evolving. AI is moving into operations, new capabilities are coming into scope, and expectations around talent, process ownership, and enterprise value continue to rise. 

This month, we look at where the pressure is building, reveal the new Top 20 Most Admired benchmark leaders, open applications for the World's Best GBS Award 2027, and bring many of these conversations to life at our Annual GBS Digital Summit.

New Report: GBS Under Pressure

For years, GBS has evolved through greater efficiency, standardization, consolidation, and cost reduction. But new expectations are creating pressure for the model to evolve again. 

Based on SSON Research & Analytics market data, insights from ScottMadden, and conversations with industry leaders, our latest report identifies three shifts requiring action now and practical adjustments organizations can make while keeping the business running. 

Read the Report

What Separates the Top 20 From the Rest?

As expectations for GBS rise, the obvious question is what high performance looks like today.

Now in its 10th year, our Top 20 Most Admired Shared Services & GBS Benchmark Leaders study provides a data-driven view of what high performance looks like in terms of core metrics.

Join our upcoming benchmarking analysis as we reveal the 2026 results, compare the Top 20 with the broader market, and examine where the biggest metrics performance gaps remain. 

Register for the Webinar

R2R Automation: How Effective Is It Really?

One area in which the gap between ambition and execution is particularly obvious is in Finance.

Finance teams have invested heavily in automating the close, but our latest research shows how much work remains. Just 2% describe R2R as fully automated, while 92% say at least a quarter of close activities still rely on manual effort.
 
And the cost goes beyond efficiency: 80% report late nights or extended hours during the close, while 66% say removing manual work would free capacity for analysis and other value-added work. 

Explore the R2R Automation Analysis

The Annual GBS Digital Summit | September 29-30

These are exactly the kinds of challenges we'll be putting to GBS leaders at our Annual GBS Digital Summit.

Hear real-world case studies from ABM, Welspun GCC, USA TODAY, AstraZeneca, and many more.

We'll get into the issues shaping GBS right now, from putting Agentic AI into practice and preparing the workforce to strengthening governance, transforming end-to-end processes, and keeping GBS at the heart of enterprise value creation. All discussions supported by SSON R&A data. 

Register for the Summit

Where Does Your GBS Need to Evolve Next?

Knowing where the industry is heading is one thing. Working out what it means for your own organization is harder.

The questions we're hearing from GBS leaders are also changing. 82% say AI and digital fluency will be a critical leadership competency over the next 5 years, 75% have Continuous Improvement / Operational Excellence in scope, and 41% expect Customer Experience & Digital Engagement to enter their domain.

That raises a different level of questioning: Is our operating model ready for where GBS is going? Do we have the right capabilities? What should we own next? How do we know whether we're actually performing well?
 
Our one-on-one Advisory Services give you direct access to experienced GBS experts to work through these questions using our proprietary benchmarks and GBS Model. From strategy and operating model to talent, technology, scope, locations, and performance, sessions are built around the decisions your organization is facing. The advisory model itself is designed to let organizations focus on one or multiple areas depending on their specific priorities.

Explore Advisory Services

Could Your GBS Be One of the World's Best?

Applications are officially open for the World's Best GBS Award 2027.

Now in its fifth year, the award recognizes GBS organizations delivering measurable value beyond traditional process efficiencies. Every applicant also receives aggregated, anonymized benchmark data, giving you a valuable view of how your organization compares.

Applications close November 30, 2026. 

Apply for the World's Best GBS Award

Help Shape Our New Procurement & Supply Chain Benchmarks

We know there is exceptional Procurement and Supply Chain expertise across our community, and we're expanding our metrics to include more of the benchmarks that matter to these functions.

If you work in Procurement or Supply Chain, please give us five minutes to share your feedback on the metrics that matter most to you.
 
Take the Survey

Until next time, 

Naomi Secor 
Global Managing Director 
SSON Research & Analytics