Points of View

State of the Outsourcing, Shared Services, and Operations Industry 2017

The outsourcing and shared services market has been in a seemingly endless state of flux – with the current market more muddled than ever before, organizations struggling to cope with competing priorities, and confusion on the best timing and methods to exploit technologies, like process automation and evolving service delivery models.


The latest joint research from KPMG Global Advisory and HfS Research gives insight on these topics:


  • Stakeholders’ current view on service providers and future expectations
  • Adoption levels, challenges, and opportunities related to process and cognitive automation
  • Use of shared services, outsourcing, global business services, and the impact of automation on offshoring on these service delivery models
  • Changes to organizational operating and service delivery models
  • Investments and directives driving operational change
  • The maturity of business operating models linked to the use of alternative service delivery models and emerging technologies
  • The effectiveness of outsourcing, above and beyond delivering cost savings, and impact on service provider selection
  • Organizational and operational talent challenges, shortages, and solutions including automation

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