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2026 GBS Key Issues
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The Hackett Group’s Hackett AI XPLR™: A Pioneering Generative AI Readiness and Opportunity Assessment
The Hackett Group’s Hackett AI XPLR™ is a readiness and opportunity assessment enabling companies to quickly and comprehensively identify opportunities…
Bridging the Outsourcing Value Gap
Are you maximizing the value from your current outsourcing arrangements? Business process outsourcing (BPO) can deliver significant cost reductions, while…
Elevated Training Investment Contributes to 49% Lower Recruitment and Staffing Process Costs
Digital World Class® organizations are both more efficient and more effective in developing people and skills. They achieve 49% lower…
10 Characteristics of Digital World Class® GBS Organizations
The Hackett Group® has identified 10 characteristics of Digital World Class® global business services (GBS) organizations that permit them to…
Global Business Services & Smart Automation – Key Findings From Our Round Tables
The Hackett Group Principal Vin Kumar talks with Senior Director Vanessa Keating about key findings from regular round table discussions…
Kimberly-Clark’s Journey to GBS Excellence
Penny Weller, The Hackett Group Senior Director, GBS Advisory, talks with Juan Gomes Hoyos, Senior Manager, GBS Global Operational Excellence…
GBS Digital Excelleration®
Five Essential Digital Business Capabilities
GBS Excelleration – 5 Essential Digital Business Capabilities
Host Martijn Geerling talks with Paul Morrison, Principal and Digital Enablement Transformation Practice leader and Vin Kumar, Principal and Digital…
Five Digital Business Capabilities to Accelerate Global Business Services Digital Transformation
Despite a growing business case for digital transformation – according to our recent analysis, the return on investment could be…
Global Business Services Excelleration®: Five Essential Digital Business Capabilities
In our most recent Key Issues Study, enterprise digital transformation catapulted to the No. 1 priority for 2021. While architecting…
The 2021 GBS Agenda
The Hackett Group North American GBS Program Leader Penny Weller talks with Managing Director, Advisory Practice Leader, Europe Martijn Geerling…
GBS Webcast On Demand: Going Deeper into the Role of the Process Owner
As global business services (GBS) evolves from labor arbitrage to digital business services, the role of global process ownership (GPO)…
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…
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…
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…
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…