1、Sponsored byThe State of Global Business Services in 2023 And BeyondRESEARCH&ANALYTICSTable Of ContentsIntroduction 03Global Business Services in Growth Mode 04The Current Services Delivery Model Scope,Trends,Objectives 06Delivering“More”as in“Value”10What Role Does Location Play Today?11Optimizing

2、the Workforce 12Talent Strategies 13The Big Differentiator:Experience 14Experience,Value Add Services And How To Optimize Talent:Gbs Levers For 2023 Q&A with Marc Thewes&Maria Saggese,EY 16Technology:The Star Player 19Summary:Virtual Reality Rules 22RESEARCH&ANALYTICS 2023 SSON R&A|02 02THE STATE OF

3、 GLOBAL BUSINESS SERVICES IN 2023 AND BEYONDINTRODUCTIONAt a time in which so many pressures are converging on enterprises and the external ecosystem continues to prove volatile and uncertain,our survey of the shared services and business services delivery market has proved highly informative.While

4、the model has successfully navigated the many challenges it faces,it is also presented with numerous opportunities,finding itself not only more valued but also increasingly asked to take on more work.Global Business Services GBS has been the Holy Grail of shared services for years.In our survey of s

5、hared services and business services leaders,six of 10 respondents are already committed to GBS,either implemented or on the journey.The reasons are not hard to fathom.GBS differentiates itself from shared services predominantly through its end-to-end perspective of a broader service delivery ecosys

6、tem,centralized leadership,and multi-functional approach.Its also more likely to scale benefits across global operations.Our data confirms that most shared services are in growth mode,both in terms of scope(expanding service lines)as well as geographic coverage.There are significant benefits to leve