2025 Deloitte’s Global Business Services (GBS) Survey

Surveying the Modern GBS Landscape

In today’s dynamic environment, companies are adopting global and multifunctional approaches, prioritising AI/Generative AI (GenAI) and digital initiatives for process efficiency, cost reduction, and enhanced GBS customer experiences. Global capability centres are crucial, leveraging talents to expand GBS capabilities beyond traditional scopes.

The 14th Global Business Services Survey, conducted from Q3 to Q4 2024, provides insights from leaders in over 30 countries, based on eight years of data from more than 2,000 respondents.

Key Insights from the Survey:

1. GBS is prioritising next-gen capabilities and customer experiences:

Over the next three years, organisations are focusing on developing next-gen capabilities and accelerating digital initiatives. Approximately 50% of these organisations have GBS centres in India, leveraging significant digital and data capabilities. Enhancing customer experiences is a top priority to drive loyalty and stand out in a competitive market.

2. Unified leadership delivers differentiated savings:

GBS leader roles vary, with global leaders setting strategic direction and regional leaders focusing on operational excellence and customer experiences. Strong leadership and governance have enabled approximately 55% of organisations with a global GBS leader to achieve over 20% average savings, underscoring the importance of effective decision-making.

3. GenAI needs investment in data and security to scale value creation:

GBS organisations are prioritising investments in GenAI, automation, and analytics to enhance process standardisation, efficiency, cost reduction, and end-to-end ownership. Approximately 58% of respondents have initiated or plan to start their GenAI journey, with finance and IT leading in implementing AI tools like chatbots, invoice management, and analytics.

4. Mexico and Portugal are gaining popularity as preferred GBS locations:

India, the United States, and Poland remain the top GBS locations, with India preferred across major functions. Portugal has emerged as a top 10 location for GBS delivery, while Mexico has risen to the top three due to its technology and talent availability, scalability, and competitive costs.

5. Demand for skilled talent continues to remain high:

50% of GBS organisations plan to expand their footprint, driven by new functions and market needs. They face talent challenges like skill gaps, high turnover, and increased labour costs. To attract and retain talent, initiatives include developing a strong culture, competitive compensation, and enhancing well-being opportunities such as hybrid working models.