Nordic Shared Services Oursourcing Pulse Survey | KPMG | DK

Nordic Shared Services Outsourcing Pulse Survey

Nordic Shared Services Outsourcing Pulse Survey

Key findings and market trends for the Nordic Shared services and Outsourcing market for 2017

Key findings and market trends for the Nordic Shared services...

Introduction

Welcome to the 2017 edition of the KPMG Nordic Shared Services and Outsourcing Pulse Survey. KPMG has for more than a decade been surveying our global pool of sourcing advisors, as well as the world’s leading service providers in order to identify and report the latest trends in the market.
 

In this report, you will not only learn about the latest trends in the market. We are also providing deepdives into several key topics that have surfaced as critical to the GBS agenda of Nordic organisations:

 

Customer Care - by Joakim Abeleen

GBS cannot only be used for servicing your organisation, but also to provide direct customer-facing activities. However, this is putting additional requirements on people, processes and supporting technology in order to deliver positive customer experience in a cost-efficient manner.

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Change Management - by Rune Bech

GBS is all about change; not only in terms of moving activities from one location to another, but also continuous change through automation and other transformative initiatives. No matter how good analytics we have, or how many robots we deploy, GBS will fail if there is not enough focus on change management. 

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Robotics - by Bent Dalager

This is a topic which has quickly shifted from a buzzword to reality, and any organisation not fully embracing Robotics in 2017 will be left behind. GBS is a perfect environment to deploy Robotics, but its application will also have an impact on how GBS is utilised and which skill sets are needed.

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Business Intelligence - by Jacob Guldager-Løve

Organisations have been using Business Intelligence to drive GBS efficiency for some time. But the true value is when GBS can also deliver actionable insights to the rest of the organisation. This does not only require strong data analytics skills, but also - just like the name implies - a business understanding.

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