Service delivery models are always evolving. The world’s largest companies are transforming to leverage global, multifunctional, and hybrid working models with tightening economic conditions. These organisations are prioritising areas across work, workforce, and workplace to be successful. Apart from expanding the traditional functional scope, they are accelerating digital capabilities like automation, analytics, and reporting to become more customer-centric. These global business services (GBS) organisations are also promoting the social responsibility and diversity agenda and supporting a range of environmental, social, and governance (ESG) processes.
GBS organisations are taking the driver’s seat in delivering transformational capabilities to the organisation and are becoming more closely aligned to the C-suite. Overall, what’s clear is that shared services centres (SSCs) and GBS models are becoming more agile, digital, and cost efficient as they seek to provide a better customer and employee experience.
What was happening in the world?
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