Business partnering
Visualization and personalization over spreadsheets
Democratization of information/data and drill-down capabilities
Data and analytics centers of excellence (COEs)/teams
Net Promoter System℠
Operating model redesign
Functionalization
Next-generation operating models, such as IT product model
Scaling global business services into higher-value activities
Business process redesign
End-to-end process redesign
Global process ownership
Policy and process standardization
Process mining and digital twins
Digitalization of business processes
System of record modernization
Self-service
Everything on the cloud
Data modernization
Automation & AI
Multi-modal automation
Scaling analytical AI (e.g., AI in financial forecasting)
Rapid adoption of generative AI
Emergence of agentic AI
Right-shoring
Rise of nearshoring and regional diversification
Dual headquarters model
Shift from large offshore hubs to distributed workforce models with acceptance of remote work
Outsourcing
Hybrid model adoption
As-a-service model gaining traction
Expansion of Knowledge Process Outsourcing (KPO)
New commercial models: outcome-based pricing, joint ventures, captive monetization
Talent
Leadership development programs
Upskilling and reskilling
New ways of working, such as Agile
Flexible and gig workforce development