Global Business Services in 2025: caught between efficiency and transformation

These are the key findings of the eighth edition of the Global Business Services study, for which PwC surveyed companies worldwide. GBS continues to play a crucial role in reducing operating costs by implementing efficient processes and technologies.  

At the same time, operational efficiency is increased by implementing standardised and automated solutions that boost productivity and minimise error rates. 

From cost centre to centre of excellence 

GBS now must deliver measurable value beyond cost savings, affecting both top and bottom lines. Their focus includes enhancing process efficiency, driving digitalisation, and adopting transformative technologies.  

Many GBS are evolving into Global Capability Centers (GCCs), reducing marginal costs, managing risks, increasing employee productivity, developing new skills, and shortening time-to-market, solidifying their role in gaining competitive advantage. 

Focus on process excellence and expansion of the service portfolio 

GBS organisations are professionalising their offerings by pursuing process excellence through standardisation and digitalisation for improved efficiency and consistency. They are expanding horizontally and vertically, shifting from simple transactional tasks to complex, value-added services. This includes transitioning to end-to-end processes integrating sophisticated services requiring comprehensive control. 

GBS as a driver of digital transformation 

Incorporating data-driven and digital capabilities into GBS has become standard, extending their value beyond cost efficiency. Many GBS organisations are positioning themselves as leaders in data analysis and innovation, underlining their increasing importance. Half of respondents of the 2025 GBS Study identify GBS as a key driver of digital transformation within their companies.