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Global business services are more likely to
embrace a hybrid model and take advantage of the tools and technologies
of third parties
“Third parties bring scale, experience tools and enablers to deliver the best possible service”
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Global business services are more
customer focused. 3
There were some striking difference in how the different types of organizations defined their purpose.
83% of GBS said being a customer focused organization was key to their purpose compared with 64% of shared services
GBS must provide functions that are
beyond ‘just transactional’
