Shared Services and Outsourcing are undergoing rapid change: efficiency, service quality, and strategic value are moving to the forefront, replacing the traditional focus on cost savings. According to a global survey of over 350 executives, businesses are increasingly adopting agile, digital models.

Future Models and New Areas of Focus

85% of companies are aiming to establish Global Business Services (GBS), enabling centralized management across departments. Hybrid work models – combining on-site and remote work with internal and external resources – have become the new standard. In addition to traditional processes like procurement and accounting, services such as data analytics, technology, and customer support are gaining importance. 77% of respondents plan to expand their service portfolios accordingly.

Focus on Talent, Technology, and Efficiency

The workplace is transforming: 71% of companies already have more than half of their workforce operating in hybrid models. Global talent acquisition, flexible structures, and continuous training are increasingly important – particularly as Generation Z demands digital environments and clear career paths. At the same time, process optimization remains crucial. Tools like process mining and automation help streamline workflows and identify bottlenecks early.

Automation, AI, and New Value Creation

Nearly all companies are investing in intelligent automation, yet only 20% consider themselves advanced. Applications like generative AI are particularly in demand in customer service, document processing, and data analytics. Today, success is measured not only by cost savings but also by customer satisfaction (74%) and employee engagement (42%). Shared Services are thus becoming drivers of innovation, scalability, and growth.

Conclusion

Shared Services and Outsourcing are heading towards an exciting future. Those who skillfully combine technology, talent management, and process thinking will not just survive but become key drivers of growth within their organizations.

See here: Shared Services 2025: What it means, what it can do.