Global Business Services – Insights from The Hackett Group’s 2022 Key Issues Study

February 1, 2022
Season 3, Episode 5

The Hackett Group Vice President of Research Erik Dorr talks with Global GBS Practice Leader Martijn Geerling and Senior Director Hermann Waschefort about key findings from The Hackett Group’s 2022 Global Business Services Key Issues Research. The research tracks GBS goals, critical development areas, and digital transformation priorities, and offers GBS executives guidance on where to focus their efforts


Show Notes

Welcome to the Hackett Group’s Business Excelleration Podcast, where – week after week – we hear from experts on how to avoid obstacles, manage detours, and celebrate milestones on the journey to world-class performance. This episode of the podcast is hosted by the Vice President of Research at Hackett, Erik Dorr. He is joined by the Global GBS Practice Leader, Martijn Geerling and Senior Director of Europe GBS Practice, Hermann Waschefort. Listen as they talk about the insights they have on the Hackett Group’s key issues and improvements for 2022.

The episode begins with Martijn sharing about his observations on some different issues in the GBS business environment along with how they have adapted and responded to them. One of the major ones he addresses is how the pandemic has changed the norm and influenced the business community and environment, specifically with the transition to a virtual culture. Additionally, Hermann adds to this by bringing up the great resignation and how it has affected the market. Digital transformation is another area of change 2022 has brought and both men share about how this has impacted the business’ investment in new skill sets.

Next, they turn their attention specifically to how GBS is responding to these challenges they have been faced with. First, they speak on the goal of returning to a new normal and focusing on growth and productivity within the business. This includes improving customer experience and making it more personal and user friendly. They also point out how GBS is using new technologies and tools to increase digital transformation and reach a higher level of excellence and business value. Going along with this, they point out the importance of planning and managing digital adoptions to assess all the aspects of change it will bring to the company.

Lastly, they discuss the plans for increasing value delivery for the enterprise of the GBS organization. This includes continuing to establish stronger enterprise capabilities, focusing on delivering faster, and joining forces with IT. Another important aspect is using data as an insight into improvement through data management and collaboration. There are several big areas of opportunity to move into, specifically in the supply chain, sales, and marketing, and they discuss how to represent and develop more of these aspects. They conclude with some closing thoughts on 2022 GBS transformation and goals they are excited about for the future.


  • 0:40 – Host Eric Dorr introduces the episode and guest speakers
  • 1:44 – Martijn shares his observations about some different issues in the business environment
  • 5:12 – Hermann adds in his own insight on the issues present
  • 5:45 – What is GBS doing in response to these challenges of 2022?
  • 8:00 – Insight into specific technologies GBS is focusing their investment on
  • 12:50 – Value delivery for the enterprise of the GBS organization
  • 16:24 – Closing thoughts on GBS transformation for 2022