Critical to the success of a new or growing shared services operation is a clear strategy, an understanding of where activities should be placed in the model, a detailed business case, a phased implementation approach, and a focus on change management. This workshop will dive into the must-haves for shared services success in higher education, how to maximize value during times of economic uncertainty and reduced funding and explore the most common pitfalls to keep you ahead of the curve. During this session, you will learn:

• Shared services strategic drivers that will attract budget/funding from leadership
• Critical activities for design, implementation, and stabilization to ensure adoption in higher education
• Methods to ensure your strategic business advisors possess the right skills and competencies to enable the model
• Next-generation design concepts, key technologies, and intelligent automation to enhance service
• Common design and implementation pitfalls and mitigations
• Practical change management techniques and how to create a culture of collaboration

Sponsored by: ScottMadden

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Betsy Curry

Director
ScottMadden

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Elevate your shared services model with the power of design thinking. This workshop takes a deep dive into customer-centric transformation, equipping participants with the tools to reimagine processes, enhance user experience, and foster a culture of innovation. Attendees will learn how to embed empathy, ideation, and rapid prototyping into their service strategies. Through practical exercises and real-world examples, this session offers a comprehensive guide to driving meaningful change that meets the evolving needs of customers and stakeholders alike. 

• Map and analyze customer journeys to identify pain points and improvement opportunities. 
• Apply design thinking frameworks to co-create solutions with key stakeholders. 
• Leverage rapid prototyping and iterative feedback to refine services in real time. 
• Build an organizational culture that prioritizes continuous customer-centric innovation. 

Andi Milan

Manager of Transformation & Change
Stonehill

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TBD

This workshop explores the critical role of Change Management in transforming shared services. Designed for professionals aiming to lead successful transitions and optimize shared service delivery, this session provides valuable insights into the strategies that drive sustainable change. Attendees will gain practical knowledge on navigating cultural shifts, managing stakeholder expectations, and embedding resilience into operational processes. Through a compelling case study presented by Stanford’s Tomika Adams, participants will leave equipped to: 

• Communicate the value of effective change management to build support across the institution 
• Cultivate a culture of adaptability and continuous improvement within shared services teams 
• Assess readiness for change and identify potential challenges to streamline the transformation journey 
• Implement proven frameworks to manage resistance and foster long-term organizational alignment