Investment Rating - The report does not explicitly provide an investment rating for the shared services and outsourcing industry Core Insights - The shared services and outsourcing industry is evolving into a mature and strategically aligned phase, with over half of respondents rating their SSO/GBS operations as medium maturity, while only 25% consider themselves advanced or progressive [9] - The report highlights the dual focus of shared services on operational efficiency and delivering strategic value, with 90% of respondents aiming to streamline operations to reduce costs and 73% focusing on improving service quality and delivery [9][11] - The findings emphasize the need for organizations to adapt their shared services models to meet the demands of a rapidly changing and increasingly digital business landscape [5] Summary by Sections Current State of Shared Services and Outsourcing - The shared services model continues to solidify its role as a key enabler for businesses amid rapid technological advancements and workforce dynamics [5] - A global survey of over 350 shared services and outsourcing executives reveals key trends, challenges, and opportunities shaping today's business services [5] Reimagining Operating Models - The shift towards hybrid operating models is becoming more prominent, emphasizing flexibility in outsourcing, ownership, and remote versus on-site work [15] - 69% of organizations are currently operating or transitioning to a Global Business Services (GBS) model, indicating a clear trend towards integrated service delivery [16] Talent Acquisition and Workforce Strategy - Attracting and retaining talent remains a critical priority, with organizations facing challenges related to remote work integration and skill shortages [46] - Nearly half of respondents have adopted location-agnostic recruitment practices to access a broader talent pool [47] Process Optimization - Process optimization is a cornerstone of shared services strategy, with organizations focusing on end-to-end process improvements to enhance customer experience [86] - Effective optimization methods include leveraging personnel skills, technology solutions, and overcoming silo effects [87] Future Outlook - The report indicates that shared services centers are likely entering a phase of expansion, driven by the need for operational efficiency and innovation [79] - Organizations are encouraged to focus on understanding their processes to drive improvements and align with business objectives [84]