This report provides you with the latest trends within shared services and outsourcing, as well as reflections on several key topics from a service delivery transformation point of view.
The data clearly shows that Nordic organisations are moving from a traditional silo-based and transactional shared services and outsourcing focus, to more of a holistic end-to-end approach, and gradually adapting what we refer to as Global Business Services (GBS).
We have in particular identified four topics, that are either emerging as new trends, or that have already made it to the top of Nordic GBS leaders’ agendas: Process ownership, IT and enterprise systems, Data and analytics and Customer care.
Throughout the report, we explore these trends in detail, through a combination of the latest findings from our Pulse Survey and by sharing our point of view.
We hope you find value and inspiration from reading this report. Should you like to discuss the overall trends or your specific situation further, please do not hesitate to reach out to us or your local KPMG contact.