As the world redefines the way work works, small and medium enterprises (SMEs) face a pivotal moment: adapt their service models or risk being left behind. According to Deloitte’s 2025 Global Business Services (GBS) Survey, a radical transformation is underway—one powered by AI-native infrastructure, global talent strategies, and a renewed focus on customer experience. And it’s not just for the big players anymore.
At Visio Group, we see these shifts not as threats, but as strategic signals. Here’s what the GBS trends mean for the future of work—and how SMEs can lead the charge.
1. The Rise of GenAI: More Than Just Hype
Nearly 50% of GBS organizations are prioritizing next-gen capabilities like Generative AI and Intelligent Automation. Yet, many are realizing less than 10% of expected financial benefits—pointing to a need for better data governance, clearer strategies, and stronger talent pipelines.
Visio Takeaway: SMEs can leapfrog larger competitors by integrating AI from the ground up. With fewer legacy systems and more agility, you can pilot GenAI solutions in finance, customer service, and procurement—then scale what works.
2. Global Isn’t Just for Giants
India, the USA, and Poland remain dominant hubs for GBS. But countries like Mexico and Portugal are emerging as smart alternatives—chosen for their talent availability, digital maturity, and lower costs.
Visio Takeaway: Caribbean SMEs can turn this tide locally. With strategic partnerships, co-located hubs, and remote-first talent models, the region can become a viable GBS destination—serving global demand with regional depth.
3. Talent Strategy = Transformation Strategy
Skill gaps, attrition, and the race for digital fluency are top concerns. Over 50% of GBS firms are using hybrid models to attract top talent, while doubling down on upskilling, culture-building, and leadership development.
Visio Takeaway: People are your infrastructure. Empower your team through flexible work, continuous learning, and mission-aligned leadership—and you’ll build a business that’s future-proof by design.
4. GBS is Evolving—From Cost Center to Value Engine
Organizations with unified GBS leadership achieved 20%+ in average savings. But beyond cost, leaders are focused on customer-centricity, end-to-end ownership, and digital-first operations.
Visio Takeaway: SMEs should rethink shared services not just as back-office support, but as scalable engines for growth. Whether through outsourcing, automation, or internal centers of excellence, the goal is clear: create meaningful, measurable value.
The Future Belongs to the Bold
As Deloitte concludes, the next three years will see explosive investment in GenAI, automation, and workforce transformation. But for SMEs, it’s not about matching enterprise playbooks—it’s about mastering clarity.
At Visio Group, we help vision-builders see clearly, scale wisely, and build what matters. Whether you’re just starting your GBS journey or looking to evolve your operating model, the message is the same:
The future of work isn’t coming—it’s here. Are you ready to lead it?
Ready to transform?
Explore how Visio’s AI-native platforms, leadership programs, and operational playbooks are helping SMEs across the Caribbean and beyond work smarter, scale faster, and thrive with clarity.
