The Global Business Services Industry Study

December 2013 | Phil Fersht, Jamie Snowdon

Our landmark report, conducted with KPMG, outlines why GBS is changing the game of business services delivery. The changes taking place in business services operating models and effective sourcing strategies are coming to represent the most significant and impactful value creators since the wave of services globalization began.


Recently, KPMG and HfS Research completed one of the largest and most comprehensive studies ever conducted on GBS. We asked 416 enterprises across a cross section of regions and industries about their GBS activities, priorities, drivers, constraints, and plans. Our observations were enlightening about the priorities and urgency of this move, but raised many more questions about readiness and capacity of many companies to manage such significant change.

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