Trends in service delivery

Market trends and observations from the REFM “front lines”

Don't let outdated outsourcing contracts or sourcing partners hold you back.

Transition projects often seem to be about minimizing problems and accelerating the transition efforts as much as possible instead of realizing high expectations.

Discover operating model revisions needed for GBS organizations to keep pace of the shifting technological landscape.

Alternatives to benchmarking for comparing processes, costs and service delivery in a short time frame.

Explore KPMG's research on trends in the use and delivery of global business services, shared services and outsourcing.

How to build a competitive customer service model in the age of social media

Outsourcing is changing with the times. Here’s how to get more from your agreements.

What the U.S administration’s potential immigration policy changes might mean for organizations using third-party offshore service providers and how to prepare.

A deep dive into how enterprises are harnessing the power of emerging automation technologies and business services delivery models to thrive in the 21st century.

Insight into methods to exploit technologies, like process automation and evolving service delivery models, for the outsourcing and shared services market.

Trends in real estate and facilities management outsourcing based on a survey of over 167 buyer organizations, service providers and legal counsel and advisors.

KPMG and HFS Research explore the latest findings of the 2019 State of Operations and Outsourcing based on in-depth interviews with 355 enterprise operations leaders.

Explore key findings and market trends for the Nordic shared services and outsourcing market.

Edge Zarrella talks about the major investments and technological advances being made in China, and how they’re pervading and serving as a model for other Asian economies.

Now is the time for the global business services organization to step up to being the enterprise’s leader in evolving to support intelligent automation.

Daryl Grant and Teresa Blake talk about how digital technologies are transforming the mortgage industry.

Digital labor risks, opportunities and considerations for businesses that use outsourcing services and the providers that deliver them.

Is your business ready to seize the advantages digital labor enables in shared services?

Daryl Grant and Teresa Blake talk about how digital technologies are transforming the mortgage industry.

Cliff Justice talks about why culture and change are as important to digital success as the technology and use cases themselves.

Steve Hill talks about what 'frontier' or 21st century firms do differently than the 90 percent of the rest to succeed in today’s technology-enabled operating environment.

Steve Hill talks about leveraging intelligent automation to drive intelligent business evolution, and many of the priorities enterprises should address over the next several years.

Stephanie Terrill talks about what organizations should do to effectively monetize their investments in intelligent automation once they go enterprise-wide.

Discover the near-term strategies and tactics to harness the power of intelligent automation (IA).

KPMG's 1Q19 Global Insights Pulse Survey considers the reluctance to adopt AI technologies and why the risks are lower than they may first appear.

Julie Sullivan discusses why planning around the business case, governance, and change management are critical to achieving IA success.

Ron Walker and Morris Treadway discuss the approach required for finance organizations to be successful using intelligent automation to evolve their operating model.

Anshul Varma talks about why you need to go back to the drawing board on every element of your operating model to achieve successful, scalable intelligent automation-driven transformation.

Michael Smart talks about how Australian companies should go about balancing their breadth of priorities, why legacy environments impede intelligent automation benefits, and why today’s talent shortage isn’t about digital skills.

Julie Sullivan talks about why enterprises need to get the fundamental building blocks of service delivery right before they can achieve large-scale business benefits from intelligent automation.

KPMG's 4Q18 Global Insights Pulse Survey explores top service delivery trends for 2019 with the biggest positive and negative impact.

Anshul Varma talks about why the target operating model needs consideration in enterprises’ strategic planning, before they scale intelligent automation technologies.

Robert Bolton talks about why building the workforce of the future is an exercise in innovation, creative thinking, and design thinking, and how “workforce shaping” can help.

Explore key findings and market trends for the Nordic shared services and outsourcing market.

A point of view series for leaders in global business services facing increasingly complex challenges.

Six key elements for success companies must consider as they structure their business services in the digital age.

Explore the principles of success and the snares to avoid when creating an operating model for a spin-off company.

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

A new normal for global business services

The role of "extreme automation" in enabling next-generation finance target models from KPMG's 1Q18 Global Insights Pulse Survey

Consumer-packaged goods (CPG) companies and retailers must reinvent their business models to become more flexible, adaptable, as well as more cost-effective.

Morris Treadway explains how intelligent automation can help finance meet its top three 2018 mandates.

Discover the keys to a successful journey toward GBS maturity.

Business services organizations should be building muscle in six core areas to take advantage of technological advances.

KPMG's 2Q18 Global Insights Pulse Survey explores the role of innovation in the future of outsourced service delivery.

KPMG's 1Q19 Global Insights Pulse Survey considers the reluctance to adopt AI technologies and why the risks are lower than they may first appear.

Ron Walker and Morris Treadway discuss the approach required for finance organizations to be successful using intelligent automation to evolve their operating model.

KPMG's 3Q18 Global Insights Pulse Survey explores the impact of intelligent automation on next-generation operating models

Building the service delivery model of the future

Insight into methods to exploit technologies, like process automation and evolving service delivery models, for the outsourcing and shared services market.

KPMG's 4Q18 Global Insights Pulse Survey explores top service delivery trends for 2019 with the biggest positive and negative impact.

Discover how to address complex global environments through hybrid models that leverage multiple service delivery approaches.

Critical considerations for driving global business services (GBS) maturity and financial performance.

A global business services model can help technology, media and telecom companies respond to rapid innovation and disruption.