Future Growth in Insurance Global Business Services (GBS) Organizations: Critical Focus Areas

While the pandemic posed certain challenges for insurance GBS organizations, they swiftly adapted and leveraged the disruption as an opportunity to drive digital transformation and customer experience initiatives for their parent companies. This report takes stock of the current state of various leading insurance Global Business Services (GBS) organizations in terms of their GBS model adoption. Further, we highlight the 11 critical areas on which insurance GBS leaders need to focus to drive the next wave of success. There is an urgent need to have simultaneous focus on three key areas – growth, evolution, and optimization – to not only maximize the GBS model’s leverage but also ensure that the GBS organization becomes the parent organization’s true strategic business partner.