This shift is leading to a future where the GBS is evolving to become a fully realized center of excellence (CoE) that drives data-driven insights and decision-making, guiding effective allocation and deployment of people, process, and technology.

In this paper by Melissa O’Brien (Executive Research Leader, HFS) and Don Ryan (Chief Strategy Officer, HFS), you will learn:

  • How data improves experiences to drive increased service adoption
  • How service delivery models are evolving to drive cost reduction and scale through technology
  • How a new operating models will drive digitally-enabled, frictionless experiences
  • The steps you can take to implement an effective GBS in the digital age.

While the fundamental nature of GBS is evolving – with technology as the catalyst to frictionless processes at scale – it is data that is critical to success.

Download the full HFS paper here