Main Conference Day 1 - Monday, March 16, 2026
6:45 am - 7:30 am
EST
Sunrise Yoga
8:00 am - 8:50 am
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Executive Breakfast and Registration
This is an opportunity to review your customized itinerary for the day over morning coffee and connect with a few new faces.
9:00 am - 9:15 am
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Chairperson’s Opening Remarks
9:15 am - 10:00 am
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Opening Keynote: Leading with Purpose – GBS as a Catalyst for Enterprise Growth
Skye Anderson -
President, Global Business Services,
McDonald's Corporation
As President of Global Business Services at McDonald’s, Skye Anderson brings a visionary perspective on how GBS can move beyond operational excellence to drive enterprise-wide transformation. In this opening keynote, she shares insights on building influence, driving innovation at scale, and aligning GBS with the core business strategy in a dynamic global environment.
• Elevates GBS from a support function to a strategic partner in growth
• Embeds agility and digital thinking into global service delivery
Challenge Rounds
10:00 am - 10:30 am Building the GBS Brand: Positioning for Influence and Partnership Alice LaViolette - VP, Global Business Services Strategy and Development, The Clorox CompanyTop-performing GBS organizations don’t just deliver—they define their role in solving enterprise problems before they’re even noticed. A clear, compelling GBS brand drives trust, influence, and a seat at the decision-making table.
• Learn how to build a GBS brand that communicates strategic value and enterprise-wide problem solving.
• Explore the role of storytelling and stakeholder alignment in elevating GBS beyond traditional service perceptions.
Challenge Rounds
10:30 am - 11:00 am The AI Advantage: Embedding Intelligence into the DNA of GBS Maxim Ioffee - Director Global Intelligent Automation COE, WESCO DistributionAI is not a tool—it’s a strategy. GBS leaders must shift from experimentation to enterprise integration by focusing on process simplification, governance, and talent readiness.
• Understand how to align AI initiatives with enterprise strategy, from citizen development to Gen AI deployment
• Explore real-world approaches to embedding AI across end-to-end processes like hire-to-retire, pricing, and cash flow
1:1 Business Meetings
10:00 am - 10:30 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
10:30 am - 11:00 am 1:1 BUSINESS MEETINGS
11:00 am - 11:30 am
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Networking Break
Take a few minutes to refill your coffee before we reconvene for exciting content!
11:30 am - 12:00 pm
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From Silos to Outcomes: How AI Is Transforming Enterprise Operations
Yogi Goyal -
Global Managing Partner, Business Operations,
IBM Consulting
The biggest hidden performance drag inside global enterprises isn’t skills or technology—it’s the tangle of disconnected workflows: finance optimizes finance, HR optimizes HR, supply chain optimizes supply chain. Meanwhile AI is demanding an operating model built around interconnected, end-to-end workflows, not org charts. In this conversation, IBM and a client share how they shifted from functional optimization to system-level orchestration—creating an intelligent operating fabric where AI agents and domain experts coordinate decisions across the enterprise.
Data is a strategic asset for GBS, enabling smarter decisions and more effective operations. This session will focus on how GBS organizations can unlock the power of data analytics to optimize processes, improve efficiency, and drive business outcomes.
• Learn how to build a data-driven GBS organization that leverages predictive and prescriptive analytics.
• Discover how data insights can be applied to optimize resource allocation, enhance performance, and align with broader business goals.
Srikanth Srinivis - Automation Engineer, Caesars Entertainment
Automation fueled by AI is a key driver of efficiency in Shared Services. This session will cover how AI can be integrated into everyday operations to automate routine tasks, streamline workflows, and elevate decision-making processes.
• Discover use cases for AI-powered automation across functions such as finance, HR, and IT
• Learn how AI can reduce errors, enhance productivity, and free up human resources for higher-value tasks
1:1 Business Meetings
12:00 pm - 12:30 pm 1:1 BUSINESS MEETINGS1:1 Business Meetings
12:30 pm - 1:00 pm 1:1 BUSINESS MEETINGS
1:00 pm - 2:00 pm
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Networking Luncheon
Join peers for a sit-down lunch to mingle with new connections!
2:00 pm - 2:45 pm
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Panel: Talent, Trust, and Transformation: The Human Side of Next-Gen GBS
Viral Chhaya -
VP, Global Business Services,
Diebold Nixdorf
Margot Guy - Vice President, Business Services & Support, Anglo Gold Ashanti
The next evolution of GBS success depends on talent that is agile, curious, and mission-driven. Upskilling, storytelling, and environmental values are rising as critical talent drivers—and GBS is becoming the proving ground for the future workforce.
• Explore new models for skills-based hiring, career mobility, and leadership development in GBS.
• Learn how to build a culture that empowers automation, supports environmental values, and keeps top talent engaged.
Challenge Rounds
2:45 pm - 3:15 pm Beyond the Build or Buy: Rethinking GBS Sourcing and Delivery Models Ranjan Wadhwa - Group Vice President - Head of Global Services, First Citizens BankWith the pressure to scale capabilities and reduce risk, GBS leaders must revisit their BPO, right-shoring, and vendor strategies—not just to cut costs, but to drive flexibility, resilience, and capability alignment. This session opens a high-level discussion on mapping in-house vs. third-party roles in a world where agility, data ownership, and performance transparency matter more than ever.
• Explore how to balance internal capabilities with third-party partnerships for optimal service delivery and future growth.
• Align sourcing strategies with enterprise transformation goals, regulatory needs, and digital-first capabilities.
Challenge Rounds
3:15 pm - 3:45 pm Leading the Digital GBS Transition: Strategy, IT Alignment, and Change Eleazar Osuna Gonzalez - GBS Service Transformation Lead, CemexThis session will highlight how GBS leaders can drive measurable business outcomes by aligning digital strategy, IT capabilities, and operating models. Attendees will learn how to accelerate transformation, improve service performance, and deliver greater enterprise value through scalable, technology-enabled GBS design.
• Drive faster, more cost-effective GBS transformation through strategic IT alignment
• Improve efficiency, scalability, and service quality using cloud, AI, and automation
1:1 Business Meetings
2:45 pm - 3:15 pm 1:1 BUSINESS MEETINGS1:1 Business Meetings
3:15 pm - 3:45 pm 1:1 BUSINESS MEETINGS
3:45 pm - 4:15 pm
EST
Networking Break
Agility is essential for Shared Services to respond effectively to changing business needs. In this session, GBS leaders will explore how to integrate agile practices into the design and operation of Shared Services to increase responsiveness and scalability.
• Learn how to apply agile principles to optimize Shared Services delivery and improve business outcomes
• Discover the benefits of cross-functional teams and iterative processes in driving rapid innovation
1:1 Business Meetings
4:15 pm - 4:45 pm 1:1 BUSINESS MEETINGS
4:45 pm - 5:15 pm
EST
The Role of GBS in Digital Transformation: A Blueprint for Success
Vishal Mirpuri -
Global Process Manager,
Bloomberg LP
Digital transformation succeeds when GBS leads with clear strategy, simplified processes, and customer centric design. In this session, Vishal Mirpuri will share Bloomberg’s O2C modernization approach, built on four core strategies that accelerate adoption and improve enterprise wide outcomes:
• Electronic Billing: Digitizing invoice delivery to speed payments, reduce manual work, and improve accuracy.
• Effective Messaging: Clear, consistent communication that drives engagement and reduces friction throughout the customer journey.
• Self Service Customer Portal: Empowering customers to access invoices, make payments, and resolve issues independently.
• Building Fundamentals: Strengthening core processes, controls, and data to enable scalable automation and sustainable growth.
Together, these strategies demonstrate how GBS can modernize service delivery, support enterprise digital priorities, and drive continuous improvement.
