Delivering global business services in a digital world

According to KPMG's 2Q 2017 global insights pulse survey, organizations are making steady progress toward GBS maturity and driving benefits beyond cost savings.

KPMG 2Q 2017 global insights pulse survey

KPMG global insights pulse surveys are a quarterly review of global business services (GBS), intelligent automation (IA), and related service delivery market trends. Input and individual observations from the “front lines” are gathered from KPMG’s global network of professionals in our Sourcing Advisory, Finance Transformation, Technology, and other practice areas, backed by KPMG research. 

Our surveys over the past several year suggest that organizations are making steady progress toward increasing GBS maturity and driving benefits beyond just cost savings, supported by investments in RPA and data and analytics software and services. Organizations at the front end of the maturity curve are assessing their business models and data differently and looking for ways to collaborate across functional lines to increase efficiencies, cut costs, and improve the end-to-end customer experience.

Companies that today rely on a GBS delivery model should prepare for the opportunities and advantages that intelligent automation enables.

Discover in the 2Q 2017 report:

  • global business services (GBS) demand trends for shared services, information technology, and business process outsourcing
  • intelligent automaton levels of adoption and activity by process area and function
  • the biggest barriers to successful adoption of intelligent automation technologies
  • positive and negative impacts of intelligent automation adoption and maturation on markets and organizations
  • the evolution of GBS governance efforts and models to incorporate increased digital labor usage
  • key changes required to third-party provider governance efforts to account for increased use of digital labor
  • the biggest focus areas and challenges to governing digital labor.


Read the report (PDF) at