What Does Great GBS Performance Look Like?

A BIG CONGRATULATIONS TO OUR 2026 TOP 20 BENCHMARK LEADERS! 

This is one of my favorite announcements of the year because the recognition is grounded in something very real: performance.
 
These 20 organizations delivered strong results across key performance metrics, from cost and efficiency to quality and productivity. Tesco Business Solutions has now earned a place for eight consecutive years, Siemens GBS for six, while CMA CGM Global Business Services, KONE Business Services, and Welspun GCC join the Top 20 for the first time.

Congratulations to all 20 organizations and the teams behind these results. You've earned it!
 
Meet the Top 20 and download the benchmarking report.
 
And if you want to see what Top 20 performance looks like in the numbers, join us November 5 as we reveal their aggregated benchmarks and compare their performance with the wider industry.

Register for the Top 20 Benchmarking Webinar.  

BUT PERFORMANCE ISN'T ONLY ABOUT THE NUMBERS. IT'S ABOUT HAVING THE PEOPLE TO DELIVER THEM.

Our latest data shows a significant gap: 70% expect at least a quarter of their workforce will need to be reskilled – and yet, only 13% are very confident their current workforce can transition to the new roles required.

On November 10, we'll look at the skills GBS needs most, where the biggest gaps are, and how organizations are preparing their teams for what comes next.

Register: Building the Critical Skills & Capabilities for the Future-Ready GBS Workforce  

STRONG PERFORMANCE IS THE FOUNDATION. ENTERPRISE VALUE IS THE NEXT TEST.

Cost efficiency still matters. But GBS is increasingly being asked to contribute more broadly to the business. 

Our latest Research Insight Report looks at a critical question: How does GBS move from protecting enterprise value through efficiency to actively creating value through its capabilities? 

Read the report: Beyond Efficiency – How GBS Is Becoming an Engine of Enterprise Value

SO, HOW DOES YOU GBS MEASURE UP?

Applications for our World's Best GBS 2027 study are now open, but the value goes beyond the recognition.
 
The assessment is valuable in its own right. Going through the application gives your leadership team a structured way to examine how your GBS is set up, where it creates value, and whether you are focusing on the right performance levers. 

Applications closes November 30. 

Apply for the World's Best GBS today! 

AND SOMETIMES, THE DATA IS MORE USEFUL WITH ANOTHER SET OF EYES ON IT.

"It gave us a clear, data-backed view of how our GBS organization stacks up against peers." 
- Bill Jolly, Head of Global Business Services, Bayer AG
 
That's exactly what our advisory and coaching work is designed to do: help teams understand where they stand, where the gaps are, and where to focus next.  

Explore our GBS Advisory & Coaching Services

NEED AN ANSWER NOW?

We've expanded R&Ai, your AI Intelligence Companion for Shared Services & GBS. 

Ask a question and quickly get answers grounded in SSON R&A's proprietary research, benchmarks, analytics workbooks, and industry expertise. 

Fast answers. Research-backed. Trusted data. 

Meet R&Ai 

And once again, congratulations to our 2026 Top 20 Benchmark Leaders. Your results give the industry something incredibly valuable: a real benchmark for what high-performing GBS can achieve. 

Until next time,  

Naomi Secor 
Global Managing Director 
SSON Research & Analytics