GBS Trends Benchmarks & Insights – 2025

“T-Bang & the Caterpillar” is BACK!

Tom Bangemann is Head of Data Development & Research at SSON Research & Analytics and joined us to share the latest research on Digital Transformation, Shared Services & GBS.

Tom really did “Write the Book” in this area and is the author of “Shared Services in Finance & Accounting”, one of the earliest known works in the field.

Tom has analysed the SSON 2025 Survey Results and compiled the Report from which he is sharing trends, benchmarks, insights and highlights, together with some of his own observations and experiences in the field.

Tom was here when it all started!

Tom was joined by Josh Matthews, Global Membership Director at SSON Research & Analytics, who shared some of the detail behind the metrics and benchmarks!

We will also discuss the evolution of “digital transformation” (literally a metamorphosis, as in the caterpillar to the butterfly example), and the tendency to confuse automation with transformation as in putting the GBS “caterpillar” on a motorized skateboard, in the hope of great things . . .

So, what does 2025/2026 hold, where are the trends and, more importantly, the practical experience moving?

And where is the caterpillar now, in the GenAI & Agentic world?

You can see a recording of our 30 minute discussion below

You can also review last year’s session here . . .