The evolution of outsourcing and shared services: An interview with Source Global Research and Bill Gilet, Global Shared Services & Outsourcing Network Leader, PwC US

In many industries, clients are in the middle of a shift in terms of how they view their organisations, and as a result, how they approach buying decisions. Changes in the cost-benefit equation—driven by new technology and an evolving labour market—are altering the way clients think about outsourcing and buying services. Professional services research firm Source Global Research recently sat down with Bill Gilet, Partner and Global Shared Services & Outsourcing Network Leader at PwC US, as part of their latest research into the make-buy decision, to discuss what these new approaches mean for PwC.

Bill knows from personal experience just how important technology is when it comes to helping clients with their make-buy decisions. Traditionally, PwC may have helped clients to centralise, standardise, and optimise their non-core functions, but technology has shifted the focus to a framework that consists of upskilling and automation. Part of PwC’s role is to help clients step back and think holistically about the workforce of the future, and how their operating model should look as a result of this: What is core and non-core to their business, and where should they be using third parties?