2025 Deloitte’s Global Business Services (GBS) Survey

Surveying the modern GBS landscape

In today’s dynamic business environment, leading companies are evolving their service delivery models with global and multifunctional approaches. These organizations are strategically prioritizing AI/Generative AI (GenAI) and digital initiatives for process efficiency, cost reduction, and enhanced GBS customer experiences. Global capability centers are taking an increasingly prominent role with organizations, leveraging global talents to advance their GBS capability portfolio. As such, GBS organizations are continuing to expand beyond traditional functional scopes and accelerate digital capabilities.

The 14th installment of our Global Business Services Survey (formerly known as the Global Shared Services and Outsourcing Survey) explores five important trends. Conducted from Q3 2024 to Q4 2024, the survey offers insights from:

• Leader responses in more than 30 countries.
• Data collected over the past eight years from more than 2,000 respondents across industries.