Insights from Deloitte's 2025 Global Business Services Survey

Deloitte's Findings on Global Business Services Evolution

Deloitte has recently released its insights from the biennial Global Business Services (GBS) Survey, reflecting significant trends and the evolving nature of service delivery models across organizations. This survey captures critical data on how GBS is influencing businesses worldwide, highlighting vital developments in technology and governance.

Leading Trends in Global Business Services

According to the survey, GBS continues to focus on developing next-generation capabilities and enhancing customer experience. A notable factor in this transformation is the integration of Generative AI (GenAI), which is becoming increasingly important as organizations strive to innovate.

Substantial Financial Impact from GBS Initiatives

One of the most striking findings is that nearly half of the surveyed organizations reported achieving over 20% savings through their GBS initiatives. Effective governance combined with advanced digital technologies has proven vital in realizing this value. These savings underscore the effectiveness of GBS strategies in delivering financial benefits to businesses.

Customer Experience Takes Center Stage

More than half of the respondents indicated that the development of next-gen capabilities and enhancing customer experience are paramount. Technologies such as GenAI, intelligent automation, and advanced analytics dashboards are perceived as key enablers for improving operational efficiency and scalability, while also reducing costs. This shift reflects a growing understanding that strong brand loyalty and differentiated service delivery are essential for an outstanding customer experience.

The Role of Generative AI in Transforming GBS

About two-thirds of organizations participating in the survey intend to invest in GenAI within three years, anticipating significant improvements in employee productivity, reduced manual processes, and a boost in innovation. This highlights how GenAI is reshaping the landscape of GBS, allowing for smarter and more agile service delivery.

Leadership and Governance in GBS Success

Interestingly, organizations with a dedicated Global GBS leader have experienced an average savings exceeding 20% from their operations. This indicates the crucial role such leadership plays in harmonizing strategy and achieving favorable business outcomes.

Emerging Global Leaders in GBS

Survey results also pointed to geographical trends, identifying Mexico and Portugal as emerging hubs for GBS. While Mexico ranks among the top three, Portugal has surged into the top ten, showcasing a dynamic change in the GBS landscape. India and the United States maintain their status as significant leaders globally in this space.

A Common Challenge: Talent Acquisition

Across the board, organizations face challenges in talent acquisition, with a high demand for skilled professionals and the necessity for hybrid work models. This trend reflects a broader global phenomenon affecting industries seeking to enhance their GBS functions.

Conclusion: A Shift Towards Agile and Cost-Effective GBS Models

Deloitte's Global Business Services surveys have consistently illustrated how GBS models contribute tangible business value. The insights from the latest survey indicate a transformation toward more agile, digital, and cost-efficient operations, emphasizing improved experiences for both clients and employees. This evolution positions GBS at the core of business transformation strategies.

As organizations continue to adapt and refine their strategies based on these findings, it is clear that the emphasis on experience and transformational capabilities is growing stronger. GBS leaders are now recognizing the need to diversify their value propositions beyond mere cost reductions, ensuring they meet the complex demands of today’s business environment.

Frequently Asked Questions

What is the Global Business Services Survey?

The Global Business Services Survey is a biennial research initiative by Deloitte that examines how organizations use shared services and outsourcing models to address business challenges.

What role does Generative AI play in GBS?

Generative AI is transforming GBS by improving employee productivity, reducing manual tasks, and fostering innovation, becoming essential for future-focused organizations.

What are the key findings from the 2025 GBS Survey?

Key findings include significant savings achieved from GBS, the importance of next-gen technologies, and emerging global leaders in GBS services.

How has GBS evolved over the years according to Deloitte?

Deloitte's findings show that GBS has shifted to focus more on agility, digital transformation, and enhancing customer experience, moving beyond just cost savings.

Why is skilled talent important for GBS organizations?

Skilled talent is crucial for effectively leveraging GBS models, especially in a hybrid work environment where expertise can drive operational success and innovation.

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