Five major trends shaping the future of global business service centers

By: Trademagazin Date: 2025. 07. 28. 12:22

Leading global business services providers are responding to the challenges of a rapidly changing business environment with comprehensive digital strategies, the use of generative artificial intelligence (GenAI), and global talent development – according to a new Deloitte survey. The research focuses on five key areas – from technological advancements and leadership efficiency to identifying optimal operational geographies and retaining skilled talent – demonstrating how these service centers can become the driving force behind business transformation and operational efficiency within organizations.

According to Deloitte’s 2025 Global Business Services (GBS) survey, companies are operating with a global, multifunctional approach. Artificial intelligence and digital development are top strategic priorities to enhance process efficiency, reduce costs, and improve customer experience. Beyond traditional business services, their expanding activity portfolios are increasingly supported by the establishment of specialized competency centers and the recruitment and development of talent from around the world.

The 2025 GBS survey identifies five prominent trends:

Growing importance of next-gen skills and outstanding customer experience

Over the next three years, organizations are expected to place greater emphasis on developing next-generation competencies and advancing digital capabilities. Nearly half of the companies prioritizing digitalization operate GBS centers in India, which offers significant digital and data management expertise. Enhancing the customer experience is becoming even more critical, as it not only boosts loyalty but also enables companies to differentiate themselves from competitors.

Unified leadership, growing cost savings

In global business services, strategy is typically defined at a global level, while decisions impacting daily operations and customer experience are made locally by GBS and function-specific leaders. According to the study, 55% of companies with a global GBS leadership role and a centralized decision-making system achieved average savings exceeding 20%.

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