The State of GBS in 2023 And Beyond Question Title * 1. What best describes your business? Choose best answer Global Business Services (GBS) Shared Services Organization (SSO) Consultant/Advisor Technology provider/vendor Business Process Outsourcing provider (BPO/BPM) None of the above Question Title * 2. Which region is your GBS/SSO located in? Choose best answer North America LatAm Central and Eastern Europe Western Europe/UK/Ireland Middle East and Africa APAC Question Title * 3. What is your organization's global annual revenue? Choose best answer <$1B $1B - $5B $6B - $10B $11B - $ 15B $16B - $20B $20B+ Question Title * 4. How long has your GBS/SSO been operating? Choose best answer Planning phase 0<3 years 3<5 years 5<10 years 10+ years N/A - We do not have a GBS/SSO Question Title * 5. If your services include End-to-End (E2E), which of the following do you provide? Choose all that apply Order-to-Cash Source-to-Pay Record-to-Report Hire-to-Retire We do not offer E2E services Other (please specify) Question Title * 6. If your services are offered by function, which of the following do you provide? Choose all that apply. Finance Services Finance Planning & Accounting Services Customer Services Procurement Services Commercial Services Marketing Services Supply Chain Services Human Resources Services Tax Services Legal Services Facility Mgt Services IT Services R&D Services Engineering Services Master Data Management Services N/A - We do not offer functional services Other Question Title * 7. How is your GBS/SSO strategy impacting the overall workforce (at the enterprise level)? Choose the top 3 options Driving headcount optimization Driving increased diversity Driving increased customer-centricity Driving improved workforce transparency/people analytics Driving better integration and utilization of technology Driving enhanced performance Driving faster/better talent generation/more talent opportunities Other [please explain] Question Title * 8. Which current trends are causing the most disruption for your enterprise? Choose the top 3 options Pandemic health concerns Cost pressure Digitization Supply chain disruption (eg: COVID-19 virus) Economic growth/retrenching in certain regions or countries Competition from alternative/innovative start-ups Global warming/sustainability Currency fluctuations Protectionism/trade war Geo-political instability Brexit Other (please specify) Question Title * 9. Is outsourcing part of your delivery model? No, we do not currently outsource Yes, we currently outsource to ONE partner Yes, we currently outsource to MORE than one partner Question Title * 10. Do you currently outsource any of the below SSO/GBS processes? Select all that apply Finance Services Finance Planning & Accounting Services Customer Services Procurement Services Commercial Services Marketing Services Supply Chain Services Human Resources Services Tax Services Legal Services Facility Mgt Services IT Services R&D Services Engineering Services Master Data Management Services Order-to-Cash Source-to-Pay Hire-to-Retire Record-to-Report N/A - We do not outsource Other (please list) Question Title * 11. To what degree do you plan to increase/decrease your reliance on outsourcers? Choose best answer Increase Keep the Same Decrease Does not apply - we do not outsource Question Title * 12. To what extent is enhancing Employee Experience (EX) critical for your GBS/SSO? Choose best answer Not at all To a lesser extent To a moderate extent To a great extent How is your GBS/SSO driving EX improvement? Question Title * 13. To what extent is enhancing Customer Experience (CX) critical for your GBS/SSO? Choose best answer Not at all To a lesser extent To a moderate extent To a great extent How is GBS/SSO driving CX improvement? Question Title * 14. To what extent is "Experience" (e.g., Customer or Employee) driving GBS/SSO Process & Technology Design? to a Low extent to a Medium extent to a High extent Current State Current State to a Low extent Current State to a Medium extent Current State to a High extent Ideal Future State Ideal Future State to a Low extent Ideal Future State to a Medium extent Ideal Future State to a High extent Please explain your answer. Question Title * 15. How are you trying to ensure GBS/SSO becomes an attractive career option for recruits? Choose the top 3 options Emphasize potential to upskill/gain professional capabilities Highlight exposure to emerging technology/automation/AI etc. Build brand awareness/presence in untapped foreign labor markets Focus on competitive rewards & benefits Offer hybrid working/flexible workplace/flexible hours Ensure Diversity, Equity and Inclusion Present transparent career pathway Other (please specify) Question Title * 16. How do you define the value your GBS/SSO delivers to the enterprise? Select all that apply Cost optimization Revenue growth Improved profit margin Ability to broaden/expand business scope Digitization/transformation Workforce optimization/enhancement Brand awareness/recognition Provide scalable platform to enable organic and inorganic growth Other (please specify) Question Title * 17. Where are your opportunities to deliver more value? Question Title * 18. Which emerging technologies have you implemented in GBS/SSO? Choose all that apply Robotic Process Automation Cloud Computing Process Mining/Process Discovery Artificial Intelligence/Expert Systems Machine Learning Chatbots Machine Vision/OCR Advanced Analytics Natural Language Processing (NLP) Voice-to-Text/Text-to-Voice Internet of Things Language Translation Tools Blockchain ServiceNow Workflow Integration Other (please specify) Question Title * 19. How important is digital technology integration for your overall GBS strategy? Choose best answer Not at all important Low importance Medium importance High importance Critical Question Title * 20. Where can digitization drive maximum value for your enterprise? Choose the top 3 options Improved Customer-centricity Process Efficiency / Simplification / Integration Enterprise Integration Improved Insights / Analytics ERP Enhancement Cost efficiency Operational transparency Other (please specify) Question Title * 21. What is preventing your GBS/SSO from becoming more digitized? Choose all that apply Technology gap (eg: budget issues) Skill gaps (workforce) Processes not sufficiently standardized Slow to integrate technology/systems across silos Fragmented ERP landscape Limited success in automation implementation/scaling (ie: facing hurdles) Slow progress in implementing cognitive solutions (ML, AI) Digitization not considered a priority yet/no leadership support Limited access to data/data strategy/formatting data Other (please specify) Question Title * 22. What would help your GBS/SSO gain the mandate for enterprise digital transformation? Choose the top 3 options Strong GPO organization/control over E2E process chains Ownership of enterprise people skills and capabilites A seat on the business transformation board/enterprise board Ownership of Center of Expertise (CoE) Ownership of Intelligent Automation budget/strategy Ownership of enterprise data hub We already have the mandate for enterprise digital transformation Other (please specify) Question Title * 23. To what extent were tax impacts/incentives considered for your GBS location/site strategy? Choose best answer Not at all To a limited extent To a moderate extent To a large extent Tax incentives were the primary driver Question Title * 24. Is your organization re-evaluating its GBS location strategy? Yes No Please elaborate as to why, if yes Question Title * 25. To what extent can effectively leveraging GBS/SSO reduce your enterprise's carbon footprint? Choose best answer Not at all To a limited extent To a moderate extent To a large extent Absolutely Please comment on how you are doing this Question Title * 26. To what degree is GBS/SSOs activity now operating virtually? Choose best answer 0-20% operating virtually 21-40% operating virtually 41-60% operating virtually > 60% operating virtually Question Title * 27. Looking forward and reflecting on your future plans, what are your top objectives in the next 5 years? Choose max 5 options Improving the Customer Experience Improving the Employee Experience Leveraging automation/smart technology to drive efficiency Leveraging automation/smart technology to drive effectiveness Expanding scope by incorporating new functions and processes Expanding scope by incorporating acquisitions/BUs Expanding scope by incorporating new capabilities as a service (e.g. analytics, intelligent automation, etc.) Supporting enterprise digital change agenda/transformation Driving service agility Driving service innovation Driving process performance Driving workforce optimization Other (please specify) Question Title * 28. If you'd like access to SSON's latest Analytics workbook, please enter your email. Thank you very much for taking part in this survey. You will be alerted once the final report is available. Done