#United States #New York #Deloitte #Generative AI #Global Business Services

Deloitte Unveils the 2025 Global Business Services Survey

Deloitte has recently launched its 2025 Global Business Services (GBS) Survey, providing in-depth insights into the evolving landscape of organizational service delivery models. This biennial survey gathers crucial data reflecting investments and transformations across the industry, particularly in the context of emerging technologies and customer-focused strategies.

Key Insights from the Survey

The survey reveals significant trends influencing the GBS sector, primarily highlighting the role of next-generation technologies and customer experience enhancement. Here are some of the highlights from the findings:

1. Proven Impact of GBS: Nearly half of the organizations involved reported achieving savings greater than 20% through their GBS models. This underscores the effectiveness of good governance combined with digital technology utilization that fuels value creation.

2. Focus on Customer Experience: More than half of the survey participants identified the development of next-gen capabilities and improving customer experience as their main priorities. Cutting-edge technologies such as Generative AI (GenAI), intelligent automation, and advanced analytics dashboards are perceived to hold the highest promise for enhancing operational efficiency, scalability, and cost-effectiveness.

3. GenAI's Role in Shaping the Future: A notable 66% of organizations plan to invest in Generative AI within the next few years. The anticipated impacts include improved employee performance, reduced manual tasks, and higher innovation levels. These transformations signify a monumental shift in the GBS landscape, making GenAI a pivotal change agent in the sector.

4. Executive Leadership Matters: Research indicates that 55% of companies that appointed a Global GBS leader are reporting average savings of over 20%, emphasizing the strategic importance of leadership in harmonizing business outcomes and priorities.

5. Emerging Global Players: Mexico and Portugal are emerging as notable new players in the GBS sector, with Mexico ranked within the top three and Portugal breaking into the top ten in 2025. Traditional leaders like India and the United States maintain their stronghold in the global GBS landscape.

6. Talent Demand and Hybrid Work: The survey highlights the ongoing challenge in GBS concerning the need for skilled talent and the adaptation to hybrid work environments. This need is a shared challenge across various industries, indicating a universal trend in workforce dynamics.

Implications for Businesses

Diane Ma, a principal at Deloitte, remarked on how the findings illustrate the tangible business value of GBS models which are progressively becoming more agile, digital, and cost-effective. The importance of customer and employee experiences continues to take center stage in this transformation.

Similarly, Kort Syverson, another principal at Deloitte, further elaborated on the realization of a significant shift in core motivations of shared services, transitioning from merely accessing low-cost labor to focusing on comprehensive experience and transformational outcomes.

Since their inception in 1999, these biennial surveys have provided valuable insights into how organizations leverage shared services and outsourcing to meet operational challenges effectively. The report documents the best practices and trends that highlight the evolution of these service delivery models and their impact on overall organizational performance.

Conclusion

The full findings of the 2025 Global Business Services Survey will be crucial for the GBS community, serving not only as a strategic guide but also as an opportunity for organizations to benchmark their own practices against industry standards. With trends showing an increasing emphasis on digital transformation, the surge of interest in GenAI, and the critical role of leadership, businesses are urged to evaluate their own GBS strategies to ensure they stay ahead in this rapidly changing landscape.

Access to the full survey report is available at Deloitte's official site.