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Global business services trends

How and why talent is evolving

Explore the trends shaping talent across today’s global business services (GBS) landscape—along with five key predictions on how talent management in GBS organizations will evolve in the future.

GBS talent is changing; here’s why
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Talent evolution across global business services

Talent in leading global business services organizations has evolved over the last 2-3 years to focus on value, not just cost; these leading practice GBS organizations are driving cost savings while simultaneously improving services provided to customers. This trend in talent management represents a shift in the purpose of global business services to provide better quality services with low-cost delivery.

Talent trends shaping global business services

In Deloitte's 2023 Global Shared Services and Outsourcing Survey, 64% of respondents indicated "talent availability" as a pivotal factor influencing GBS strategy, even outstripping "Inflation and cost pressures." As the global business services landscape evolves with the future of work, CEOs face the challenge of achieving more with less through GBS. We believe the future of GBS is very different to the traditional shared services model prevalent in most organizations—with talent as the cornerstone to meet those higher expectations. We predict that work will continue to change. To keep up with trends, global business services talent will need to evolve to bring in new capabilities.

We’ve managed to compile five key talent predictions for global business services amid shifting trends and an evolving landscape
Talent prediction #1—Beyond transactional tasks

As automation transforms routine tasks, GBS talent will pivot toward insightful, knowledge-based work. Upskilling and cross-skilling are vital, enabling professionals in global business services to expand skillsets and stay current as trends evolve.

Talent prediction #2—Focused on customer experience

In an increasingly customer-centric future, GBS will be expected to excel in responsiveness and partnering with the business. Talent must align organizational goals with customer needs, tailor experiences, and meet service level targets.

Talent prediction #3—Transformational mindset

Shifting from a mere cost efficiency view, GBS will become a transformation engine. Talent will transition from transaction execution to delivering strategic business outcomes.

Talent prediction #4—Data-enabled

As companies look to harmonize internal and external sources of data to respond to analytical needs, GBS will need to accommodate with data analysis tools and methodologies to synthesize information and develop insights to enable better strategic decision-making.

Talent prediction #5—Artificial Intelligence (AI)-focused

By understanding the theory and use cases of AI applications, GBS talent will be able to leverage AI to its full potential across all operations and free up capacity to focus on value-added activities to elevate and drive net new GBS outcomes.

The path forward

As global business services organizations face the future, they’ll need to gear up and implement strategic measures that align with the dynamic, evolving landscape. To adapt and achieve greater efficiency and effectiveness, organizations will need to focus on four key areas: upskilling and cross-skilling; enhancing talent experience and culture; leverage workforce ecosystems; and strategic workforce planning. Learn more in our full report.

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