This session offers a deep dive into stakeholders' perspective on adopting shared services and dissects the metrics that swayed their decision. From budget challenges, staffing shortages, work creep, and changes in technology, stakeholders weigh diverse factors before saying "yes." Confidence in the shared services model stems from demonstrated success, transparent communication, and robust governance. We will hear from our top-of-the-line speaker: 

• What metrics convinced a hesitant stakeholder on shared services. 
• The robust governance that assuaged fears and promoted intrigue into the services offered. 
• How to foster consensus and ensure buy-in. 

Stig Lanesskog

Chief Executive Officer
Claremont University Consortium

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To truly create business excellence, one has to start with their culture. Developing this culture can be difficult, especially when employees are remote, hybrid, or do not see their work as highly motivating. This panel delves into strategies for cultivating that culture of engagement and excellence. Leader will tell us how they: 

• Foster employee motivation, even in remote environments. 
• Build a culture of continuous improvement. 
• Find tools and technology that best supports your “Mission Driven” team goals. 

Jay-Anne Peace

ConnectionPoint Director
University of Saskatchewan

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Michele Correia

Communications, Marketing & Training Manager, Business Affairs Shared Services/Financial Services
University of Arizona

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Katy Rau

Director, Staff Shared Services
USCF HR

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According to SSON Research, attrition in Higher Education sits at a staggering 15-20%. To understand why Higher Ed has a terrible case of revolving door of talent, leaders must understand techniques that make their workforce feel like they’re growing professionally rather than stagnating in data-heavy work. This session offers insights in to how to: 

• Align your teams to get emphasize a mission-driven focus. 
• Promote non-academic staff to help their professional growth. 
• Cultivate a culture of personal improvement that makes your employees excited to work in your center. 

Alyson Baxter

Assistant Vice President F&O Shared Administrative Services
University of Alabama

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Artificial Intelligence has surged in popularity, with a global investment of $77 billion to date. For higher education leaders in shared services, understanding how AI fits into their operations and leveraging it for organizational value is paramount. Join shared services expert Pam Gabel as she shares The University of Michigan's journey in adopting these technologies to revolutionize their automation processes. Key takeaways include: 

• The evolution from RPA to AI integration within Michigan's technology framework. 
• Demonstrating the ROI of AI and RPA initiatives for educational institutions. 
• Practical applications and use cases for bots and AI integration to maximize organizational value. 

Pam Gabel

Executive Director, Shared Services Center
University of Michigan

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Navigate the evolving landscape of technology changes with a steadfast commitment to user-centric design. In this insightful session, we explore strategies for prioritizing the customer experience amidst technological advancements. Learn how to align technology initiatives with user needs, preferences, and behaviors to drive satisfaction and loyalty. Discover practical methods for conducting user research, prototyping, and iterative testing to ensure continuous improvement. From agile development to empathetic design thinking, uncover the key principles and practices for keeping your customer front-of-mind throughout the technology lifecycle. Join us to empower your organization with a customer-centric approach that fosters innovation and drives success.  

Sponsored by: ScottMadden

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Courtney Jackson

Partner
ScottMadden

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Laura Campbell

Director
ScottMadden

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Join us on at the Big Idea Stage of SSOW to hear from a Keynote Innovator! More details coming soon!

Derived from experience with National University’s SLA development process, attendees will see practical insights on defining service parameters, negotiating terms, and implementing monitoring mechanisms to ensure SLA compliance. This session will highlight successful SLA implementation across the higher education institution, providing valuable lessons for optimizing customer satisfaction and fostering long-term partnerships through transparent and accountable service delivery. Our expert speaker will walk us through how to:  

• Align service offerings with customer expectations. 
• Establish clear performance metrics. 
• Foster effective communication channels. 

Joseph Hoey

Assistant Chief of Staff, Vice President for Assessment and Accreditation
National University

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In this dynamic session, we will delve into the strategies and principles for expanding your service portfolio to maximize value creation. Explore the essential steps for achieving sustainable growth without disrupting your service excellence. Join us as we learn how to: 

• Identify new opportunities and optimize existing offerings. 
• Navigate the nuances of stakeholder engagement. 
• Unlock your growth potential to bring value across your institution. 

Unlock the secrets to marketing success for Shared Services. Learn how to amplify the visibility and value of your Shared Services initiatives through strategic marketing tactics. Join us to harness the power of self-promotion, becoming your own cheerleader, and driving recognition and support for Shared Services excellence. In this final session of the conference, we will hear how to: 

• Craft a compelling narrative that brings functions into your service center. 
• Cultivate a culture of transformation champions and shared service advocates. 
• Build your shared services brand to promote visibility.