德勤（Deloitte）：2025年全球商业服务（GBS）调查报告：聚焦服务交付模式（英文版）（32页）.pdf

1、May 20252025 Deloittes Global Business Services(GBS)Survey Focused on Service Delivery Models Global Capability Center/Shared Services Center,Center of Excellence,and Outsourcing2025 Deloittes Global Business Services(GBS)Survey Copyright 2025 Deloitte Development LLC.All rights reserved.2In todays

2、dynamic business environment,the worlds largest companies are continuously evolving their service delivery models to leverage global and multifunctional approaches.These organizations are strategically prioritizing Generative AI(GenAI)and digital initiatives to drive process efficiency,cost reductio

3、n,and enhanced Global Business Services(“GBS”)customer experiences.Leading GBS locations such as India,the USA,and Poland,along with emerging interests in Portugal and Mexico,highlight the global reach and adaptability of these models.We also saw Global Capability Centers(“GCCs”)taking an increasing

4、ly prominent role,with organizations leveraging global talents to advance their GBS capability portfolio,such as India for Data and AI.By expanding traditional functional scopes and accelerating digital capabilities like automation,analytics,and reporting,GBS organizations are becoming more customer

5、-centric and aligned with the C-suite.Talent strategy and hybrid working models are critical components of this transformation,with GBS organizations adopting flexible work arrangements to attract and retain skilled talent.Addressing skillset gaps remains a significant challenge,but the focus on Gen

6、AI as a top investment priority,particularly in Finance,IT,and Customer Service,with plans to extend its application to HR and Procurement,underscores the commitment to innovation.Overall,shared services centers(“SSCs”)and GBS models are becoming more agile,digital,and cost-efficient,driving better