Service delivery model evolution yields tangible business impacts, reflects transformative tech impact 

NEW YORK, Aug. 28, 2025 /PRNewswire/ — Deloitte today reveals the key findings and analysis of its biennial “Global Business Services (GBS) Survey,” reflecting the continued impact, inputs and investment trends stemming from Global Business Service delivery models on organizations worldwide. 

Survey findings reveal GBS continues to prioritize next gen capability development and customer experience, with Generative AI (GenAI) serving as a crucial change agent. Key findings for GBS leaders include:  

• GBS drives impact: Approximately 50% of responding organizations achieved over 20% savings from their GBS.  Effective governance and digital technologies were named as key elements in driving this value realization. 
• Next gen tech and customer experience remain a top focus: More than 50% of the responding GBS organizations consider next gen capability development and customer experience as top priorities.  
  • Respondents indicate that GenAI, intelligent automation, analytics dashboards and other next gen tech offerings hold the greatest potential to enhance efficiency, improve scalability and reduce costs. 
  • Brand durability and ability to confidently deliver differentiated outcomes are the highest value drivers for exceptional customer experience. 

• GenAI is shifting the GBS landscape: Of the 66% of organizations planning to invest in GenAI in the next three years, the top expectations for business impact are in improved employee performance and productivity, reduced manual work and increased innovation.  
• Value starts at the top: 55% of organizations with a Global GBS leader role have achieved more than 20% average savings from their GBS operations emphasizing the importance of a global leader in unifying strategy and business outcomes 
• Global movers are growing: Mexico and Portugal are the most rapidly emerging areas for GBS, with Mexico now ranked in the top 3 and Portugal entered the top 10 in 2025. India and the U.S. continue to be key leaders globally. 
• Talent pressures are universal: Demand for skilled talent and a hybrid working models is as consistently strong in GBS as in businesses worldwide. 

“Deloitte’s Global Business Services surveys have long illustrated the impact of the GBS model to demonstrate tangible business value,” said Diane Ma, principal, Deloitte. “Our 2025 report highlights GBS models are becoming more agile, digital, and cost-efficient, driving better customer and employee experiences and positioning themselves at the forefront of business transformation. The latest trend in Global Capability Centers also show the critical role they play in terms of sourcing specialized talent needs.” 

“The 2025 survey confirms a sustained shift, or better said augmentation, in the principal motivations and purpose of shared services,” said Kort Syverson, principal, Deloitte. ”While access to scalable, lower cost labor pools continues to be a core value proposition, GBS leaders are actively augmenting this value proposition to sincerely focus on experience and transformation. What has become clear is that cost is a deteriorating value proposition. A GBS organization must diversify its value. The work ahead is to synchronize the ecosystem to deliver.”  

Since 1999, Deloitte has been conducting biennial Global Business Services surveys to understand how organizations are leveraging shared services and outsourcing service delivery models to address their business challenges and better meet customer needs. This report highlights leading practices and trends on how these models are evolving and generating value. Deloitte’s “2025 Global Shared Services Survey” had responses from leaders in over 30 countries, with top locations present in ~50 different countries. 

The full survey report is available at “2025 Deloitte’s Global Business Services (GBS) Survey.” 

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SOURCE Deloitte LLP