Global Business Services Insights

2023 Global Business Services Agenda: GBS Top Priorities and Critical Actions to Succeed
Research

Organizations are changing their spending patterns to improve margins and find cash flow to prepare for potential challenges. Technology continues to play a key…
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Global Business Services: Roadmap for Successful Customer Centric Service Design
Webcast

Global Business Services: Roadmap for Successful Customer Centric Service Design

80% of top performing global business services (GBS) organizations are effective at providing customer intimacy compared to only 31% of…
Global Business Services: Picking the Right Key Performance Indicators for Your Organization
Webcast

Global Business Services: Picking the Right Key Performance Indicators for Your Organization

Deciding which metrics to measure is key to assess your global business services (GBS) organization’s performance effectively. With your C-suite,…
Article

Change Management: What Does It Mean to You?

During my career, I’ve heard varying definitions of change management ranging from the tactical to the esoteric. Perhaps more important…
Article

BPO Contracts: Your Rate Card May Be Great – But Are You Still Paying for Too Much?

If you’ve been part of a Business Process Outsourcing (BPO) Managed Services contract negotiation, you understand that it is distinctly…
Article

Key Focus for GBS in 2020? Doing More With Less

According to The Hackett Group’s 2020 Key Issues Study, the challenges of operating global business services (GBS) organizations aren’t letting…
Global Business Services: Equipping a Multigenerational Workforce With the Skills for Success in a Digital Environment
Research

Global Business Services: Equipping a Multigenerational Workforce With the Skills for Success in a Digital Environment

According to a World Economic Forum report, the proportion of core skills required to perform a job will shift significantly…
Article

Quantifying the Finance Digital Opportunity

We’re finance people. And finance people like numbers. For many, a current pressing question is how to measure the dollars…
Article

GBS: Executives Lose Sleep Over Talent Deficits

It was a packed room at the last breakout session on the future of the workforce at The Hackett Group’s…
Article

Finance Processes: To Standardize or Not to Standardize?

Even a couple of years ago, this would be a no-brainer. The accepted wisdom was that finance should become more…
The Next-Generation Global Business Services Talent Profile
Research

The Next-Generation Global Business Services Talent Profile

Dramatic changes in the nature of work as a result of rapid maturing and adoption of “smart automation” technologies are…
World-Class Global Business Services: Ten Capabilities Driving Better Performance
Research

World-Class Global Business Services: Ten Capabilities Driving Better Performance

As global business services (GBS) organizations mature and the nature of value creation evolves, so do the characteristics of world-class…
Article

Achieving Finance Process Excellence Through Smart Automation

The two top objectives for finance in 2019 are reducing operating cost and supporting the enterprise’s digital transformation, according to…

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