NEW YORK, August 29, 2025 — 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:
“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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Tracey Parry
Public Relations
Deloitte Services LLP
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trparry@deloitte.com