Top Priorities for Shared Services and GBS Leaders for 2026

Global Business Services (GBS) has transitioned from traditional back-office support roles to become strategic growth engines for businesses, playing a pivotal role in today's economic landscape. With the shared services market expected to reach $111.3 billion by 2025, GBS units are increasingly seen as integral to driving efficiency, agility, and enterprise value, with 76% of them now reporting to the C-suite. They are expanding their scope beyond transactional tasks to areas like decision support and analytics-driven insights, embracing digital transformation and intelligent automation, including AI and generative AI, to enhance service delivery and operational efficiency. As organizations aim to optimize costs and improve service quality, GBS units are adopting customer-centric approaches and real-time feedback mechanisms, while also focusing on expanding their global delivery model with an emphasis on nearshoring. This evolution positions GBS as indispensable partners in the enterprise, ensuring they are not just cost managers but also contributors to growth and sustainability, as they adapt to new technologies and expand their geographic and functional reach.

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