EY & SSON State of Global Business Services, 2023

The State of Global Business Services in 2023 and Beyond report provides valuable insights into the current state of the shared services and business services delivery market. The report highlights the challenges and opportunities facing the industry, including the increasing use of virtual operations, the need for workforce transparency and analytics, and the importance of optimizing the workforce, integrating technology, enhancing performance, and increasing customer-centricity. The report also emphasizes the role of technology, particularly virtual reality, in the future of GBS. As more companies rely on virtual operations, shared services will need to rely on robust SLAs and KPIs in an environment that places greater reliance on a virtual workforce. The report suggests that companies should focus on leveraging technology to drive efficiency and effectiveness, while also enhancing the customer experience and driving innovation. Overall, the report provides valuable insights into the current state of the shared services and business services delivery market, as well as the challenges and opportunities facing the industry. By focusing on optimizing the workforce, integrating technology, enhancing performance, and increasing customer-centricity, companies can achieve success in GBS and drive growth and innovation in their organizations.