Perspectives
Featured Articles and Industry Viewpoints
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Explore our library of articles and industry viewpoints to gain valuable insights into current market trends and to access our thought leadership.
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GBS
Turning a Global Capability Center into a Global Business Services Organization
We think its important to carefully distinguish between how you lead and manage under the two different models.
User Delight through End-to-End Process Management
Customers and users demand a seamless and dare to say “delightful” experience. GBS organizations are often tasked with harmonizing processes, so how can they crack code?
Another One Bites the Dust - Maintaining Organizational Agility in Your Business Services
If there is one key lesson business services leaders have learned, it's that you need to be prepared to pivot to shifting models.
Stopping the Backward Slide: Fighting the Pull to Functional Models
There is growing adoption of integrated business service models. Meanwhile, organizations contend with the natural gravitational pull to functional models rooted in comfort and culture. What are the keys to fostering a culture that sustains the GBS journey?
Enterprise Experience Management: The Next Frontier for GBS
GBS leaders are the new "go-to" for measuring and improving the experiences enterprises provide to their customers, employees, suppliers, and other stakeholders.
The GBS Paradox: Single v Multi-functional 'Global' Business Services
What's better: Multi-functional Global Business Services (GBS) or single function shared services, and what are some lessons learned?
Outsourcing
Outsourcing Reimagined
The days of business process outsourcing (BPO) driven by labor arbitrage for back-office transactional activities are over.
The Rise of Front and Middle Office Process Outsourcing
While there are similarities between traditional BPO and front and middle office process outsourcing, there are also distinctions in how you evaluate and contract for these services. ​
Getting More Out of Your Outsourcing Relationships
As companies expand scope, its time to shift the focus of their outsourcing relationships to drive transformation and innovation.
The Outsourcing "Conundrum": Securing the Benefits You Expect
Companies are placing greater faith in an outsourcing model for digital transformation and automation versus captive shared services. What are the keys to getting the benefits your expect?
6 Key Considerations for BPO Re-negotiation
Renegotiate, renew, revert - what are the considerations when your agreement is ending.
AI and Digital
Is GBS the Savior of Generative AI
It's one thing for millions of users to download a generative AI application for personal productivity. It's quite another thing to apply generative AI to core business processes.
The Rise of Digital COEs in GBS Organizations
Leading GBS organizations are providing digital Centers of Expertise (COEs). These COEs are becoming necessary enablers of digital transformation at scale by consolidating typically scarce expertise to serve the enterprise.
Industry Perspectives
The Handbook for Setting Up the Modern SSC
With a foreword by Bob Cecil, this 24-page handbook is your roadmap to planning and building a future-ready Shared Services Center, packed with practical strategies, expert insights, and proven frameworks.