After signing in at the Registration Desk, kick off your event experience by joining your peers for a delicious breakfast and lively conversation.

Everyone is talking about GenAI, but few understand how to harness its potential for a lasting impact across SSO/GBS operations. That is why SSON Research & Analytics conducted a survey to dive into the nitty-gritty of how these cutting-edge technologies can genuinely transform your shared services and GBS operations. In this opening session, we move beyond the buzz and take a deep dive into the research to showcase market trends in these critical areas:  

• Separate fact from fiction  
• Recognize the wisest use cases  
• Discuss the foundational elements of ethics in the AI Age  
• Capitalize on the knowledge management opportunity  
• Receive early KPIs for measuring AI's Success  

Naomi Secor

Global Managing Director
SSON Research & Analytics

See Bio

As Shared Service Organizations embark on their GenAI journey, the first 90 days are crucial for setting the foundation for success. This session will provide attendees with a practical and actionable 90-day plan tailored to kickstart GenAI projects within their SSO. From strategic planning to execution, learn how to navigate the complexities of integrating GenAI technologies into your business processes effectively. 

• Outline the Essential First Steps: Start your GenAI journey with clear goals and KPIs 
• Develop a Robust Implementation Roadmap: Break down the 90-day timeline into manageable phases, focusing on quick wins and critical milestones. 
• Engage with Stakeholders: Strategies for effective communication and involvement of key stakeholders to ensure alignment and support. 
• Monitor and Adjust: Establish metrics for early success indicators and create a feedback loop to refine the implementation process continually. 

Outcomes: 

• Equip yourself with a clear 90-day plan to navigate the early stages of GenAI scale-up 
• Understand the critical components of effective GenAI implementation, including stakeholder management and success metrics. 
• Leave with practical insights on how to adapt the roadmap to your organizational context to achieve quick wins and long-term success. 

Eleodor Sotropa

Senior Director, Global Leader GBS AI Accelerator Team
P&G

See Bio

This session highlights how generative AI is revolutionizing SSOs by diving into how generative AI can be applied to various SSO functions. 

Pearson is transforming its recruitment process with a next-generation GenAI-powered scheduling assistant. This innovative solution automates scheduling tasks and streamlines communication between candidates and recruiters, leading to a more efficient and positive recruitment experience. 

Tim Young

Senior Vice President Human Resource Operations
Pearson

See Bio

PayPal’s customer support faces a dual challenge: providing timely assistance to users while ensuring efficient internal communication among support agents. Their new virtual agent, Eva, exemplifies the future of human-machine interactions. As businesses embrace conversational virtual agents, Eva’s versatility shines—empowering customers, streamlining support, and fostering collaboration among employees. Join us in exploring Eva’s journey and discover how it redefines the way we engage with digital systems. 

Cristopher Taylor

Senior Global Human Resources - Operational Excellence Leader
PayPal

See Bio

While successful generative AI pilots garner significant attention, valuable lessons can also be learned from pilots that fall short of expectations. This presentation explores a '5 plus 1' piloting strategy, which deliberately incorporates a challenging use case alongside promising ones. By analyzing both successful and unsuccessful pilots, the strategy provides a more comprehensive understanding of generative AI capabilities. This session will dig into the '5 plus 1' approach, examine specific examples of pilots, and highlight the insights gained from the unsuccessful case. 

Panel: Unlocking the GenAI Treasure Chest: Practical Applications for Shared Services Leaders 

Shared Services leaders are increasingly talking about the transformative potential of GenAI but what does that really mean? It means reshaping customer experiences to optimize operating efficiencies. It means leveraging GenAI applications to open doors to innovative service methodologies and data-driven decision making! According to SSON Research & Analytics, SSOs are already pursuing use cases such as analytics and insights generation, and unstructured data classification. This session highlights practical applications, ranging from optimizing productivity and creativity, to providing inputs for smarter decision-making.  

• Gain a clear understanding of how GenAI can be applied in a Shared Services settings 
• Explore how GenAI can be leveraged to optimize workflows and unleash the creative potential of your teams. 

Christopher Koch

Director of HR Tech & People Analytics
Baylor Scott and White (BSW) Health

See Bio

Kishore Koduri

Senior Director, Enterprise Architecture & Shared Services
Ameren

See Bio