Global Business Services Insights

2024 GBS Agenda: Key Issues to Address and Critical Actions to Succeed
Research

In 2024, global business services (GBS) leaders must remain laser-focused on delivering measurable performance improvements and adding value to the enterprise amid continued disruption.…
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Pioneering Gen AI
Fact Sheet

The Hackett Group’s AI XPLR™: A Pioneering Generative AI Readiness and Opportunity Assessment

The Hackett Group’s AI XPLR™ is a readiness and opportunity assessment enabling companies to quickly and comprehensively identify opportunities to…
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Unlocking the Secrets to GBS Success: Insights from the Top Performers
Research

Unlocking the Secrets to GBS Success: Insights from the Top Performers

Enterprise expectations of global business services (GBS) are expanding significantly beyond scaling services across functions to achieve a cost advantage.…
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Bridging the Outsourcing Value Gap
Research

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…
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Higher Training Investment Contributes to 49% Lower Recruitment and Staffing Process Costs
Research

Higher 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…
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GBS Webcast On-demand: Going Deeper into the Role of the Process Owner
Webcast On Demand

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)…
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Global Business Services: Roadmap for Successful Customer Centric Service Design
Webcast On Demand

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…
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Global Business Services: Picking the Right Key Performance Indicators for Your Organization
Webcast On Demand

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,…
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Blog

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…
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Blog

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…
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Blog

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…
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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…
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The Hackett Group's Executive Advisory Program
Research

The Hackett Group's Executive Advisory Program

Our Executive Advisory Program offers a distinctive set of resources for accelerating performance improvement and minimizing the pitfalls to successful…
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Blog

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…
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Blog

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…
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Blog

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…
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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…
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