Time for fresh thinking around strategic business services

New capabilities to boost business outcomes and improve the customer experience

Since the advent of the modern corporation, companies have been progressively optimizing their core business functions, including finance and accounting, human resources, information technology, and procurement. Central to this evolution has been the creation of business services organizations whether it be in the form of single function shared services or multi-functional global or enterprise business services. 

Historically these business services organizations have been focused on reducing costs while meeting quality and control standards. But in the current digital age, objectives of cost reduction, efficiency and productivity have become table stakes. Today’s business services leaders are focused on building agile capabilities that not only support the overall enterprise, but also advance its business outcomes.

Time for fresh thinking around strategic business services
Today’s business services leaders are focused on building agile capabilities. Discover the best strategies to get started.


Business services don’t stand alone, but are part of the full enterprise body and must adapt to changes in the overall business model. KPMG research has identified four key pillars in which 21st century enterprises must excel, each enabled by technology:

  • Customer engagement with a focus on personalization, customization, co-creation and collaboration
  • New definitions of the nature and value of assets with emphasis on data-as-an-asset, intellectual property, shared assets, networks and alliances
  • Everything as a service with agility being paramount to respond to quickly changing business conditions
  • The workforce of the future with “man running with machines” in today’s world of robotics, artificial intelligence and similar advanced technologies

Business services organizations must adapt in kind and in many cases be the engine that drives these key pillars.


Learn how progressive business leaders are responding, and explore the best strategies to guide your organization’s transformation.

Read the white paper 


Download the infographic 

Discover the 21st century business services agenda: Complete the form below to receive the Future of Business Services infographic via email, as well as other publications from KPMG’s Shared Services and Outsourcing Institute.


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