DAY 3: Tuesday, September 15, 2026
8:00 am - 8:50 am
EST
Executive Breakfast
8:50 am - 9:20 am
EST
Leading the AI Change: Overcoming Executive and Employee Resistance
Emmy Kravetz -
Executive Director of Business Operations Technology,
MGM Resorts International
The greatest barrier to GBS evolution isn't the technology - it's the human response to it. We will explore change management strategies designed to align skeptical business unit leaders and anxious employees with the vision of an AI-augmented future.
• Communication techniques for reframing AI from a "threat to headcount" to a "catalyst for career growth"
• Strategies for building executive consensus and securing long-term sponsorship for high-stakes GBS transformation
9:20 am - 9:45 am
EST
The GBS Catalyst for M&A and Enterprise Restructuring
In an era of constant market consolidation, GBS has become the linchpin for rapid post-merger integration and corporate divestitures. This session details how to build a "plug-and-play" infrastructure that allows the enterprise to scale or shed assets with minimal disruption to the bottom line.
• Strategies for standardizing integration playbooks that shave months off traditional M&A timelines.
• Lessons on managing the high-stakes cultural and operational complexities of rapid enterprise expansion
GBS leaders are under pressure to move beyond static reporting toward real-time operational visibility that drives faster and smarter decisions. This session explores how embedding analytics into enterprise data lakes unlocks continuous insight across customer, supplier, and operational performance.
• Build automated, scalable metrics that replace manual reporting cycles
• Enable real-time decision-making across operations, finance, and supply chain
As enterprises modernize, GBS must shift from execution engine to enterprise integrator. This session explores how Shared Services can connect cross-functional teams, unify workflows, and build scalable platforms that support automation, analytics, and growth.
• Break organizational silos through enterprise-level process governance
• Enable scalable digital transformation through standardized process architecture
Alan Avakian, Executive Director, Digital Transformation, Lockheed Martin
11:15 am - 11:45 am
EST
Orchestrating the Frictionless Front-to-Back Office Linkage
The most advanced GBS organizations break the silos between customer-facing functions and back-office delivery to create a seamless end-to-end value chain. We will explore how to align GBS operations directly with customer outcomes to drive retention and lifetime value.
• Techniques for integrating front-office CRM data with back-office execution to eliminate service gaps
• Frameworks for measuring GBS success through the lens of external customer satisfaction and revenue protection
10:45 am - 11:15 am
EST
Networking Break
As AI agents begin to make autonomous decisions, traditional governance models are no longer sufficient to protect the enterprise. This roundtable addresses the critical need for a new framework that balances rapid innovation with rigorous ethical and regulatory oversight.
• Practical approaches to building "Human-in-the-loop" governance for AI-driven financial and HR processes.
• Strategies for ensuring data privacy and algorithmic transparency in a decentralized GBS environment
12:15 pm - 1:15 pm
EST
Executive Luncheon
Relying on a single geography or a static footprint is no longer a viable strategy for a global enterprise. We will discuss how to build a distributed delivery model that can pivot instantly to protect operations during geopolitical or economic shifts.
• Frameworks for a 'Virtual GBS' model that decouples critical capabilities from specific physical locations.
• Managing risk and compliance across a fluid, global footprint without sacrificing operational speed or quality.
Take time to engage with peers and new connections to dive into the challenges on your plate. Benchmark and share experiences in small groups to move the needle on your projects and take away action items to inspire the next steps for your organization.
