Shared Services & Outsourcing Week Conference
Pre-Conference Workshops and Main Day One, Tuesday, 16, September, 2025
8:00 am - 9:00 am
Workshop Registration and Breakfast
Workshop A
9:00 am - 10:30 am Close the Gaps in R2R Automation: Insights from New Research Aaron Veach - Senior Robotic Solution Specialist, Redwood SoftwareJoin us at Redwood’s exclusive workshop at SSOW Houston as we reveal new findings from SSON Research & Analytics on what’s still holding R2R automation back, and how industry leader, Energy Transfer, successfully achieved record-to-report automation for its 250 legal entities and 700 accountants. We’ll go beyond the data to show:
- Where R2R automation is failing—and where it’s succeeding
- A clear view of the high-impact areas that drive measurable ROI
- The business case playbook for R2R leaders: How to align automation with CFO priorities
- Real world examples of industry leaders achieving a Touchless Close with 90%+ automation, seamless SAP integration, and greater control
Discover what’s working, what’s next, and how to apply it in your own financial close.
Sponsored by: Redwood
Workshop B
9:00 am - 10:30 am Shared Services Reimagined: From Foundation to Optimization and GenAI Enablement Trey Robinson - Partner, ScottMaddenCourtney Jackson - Partner, ScottMadden
Trish Ferris - Partner, ScottMadden
This comprehensive session delivers the full journey of shared services—from initial design through post-launch optimization and strategic innovation. Learn how to build a solid foundation, stabilize operations, and prepare for expansion into multifunction or global business services. Explore the latest in intelligent automation and GenAI to drive scalability, enhance user experience, and future-proof your organization. Whether you’re launching or leading a mature SSO, this workshop equips you to succeed in any market condition.
- Design and implement a leading-practice shared services model, including assessment, business case development, and operating model design
- Stabilize and optimize operations post-launch through metrics, governance, and change management
- Leverage advanced technologies and strategies such as GenAI, automation, and GBS adoption to scale service delivery and increase enterprise value
Sponsored by: ScottMadden
10:30 am - 11:00 am
Mid-Morning Break and Networking
Workshop C
11:00 am - 12:30 pm Untangle Your Processes: 90 Minutes to Shared Services Optimization Tony Hiatt - Director of Shared Services, Granite ConstructionIs your shared services process a tangled web of inefficiencies? In this 90-minute workshop, roll up your sleeves and learn how to transform chaotic processes into streamlined, cost-saving engines. We'll dive into practical methodologies for process mapping, bottleneck identification, and root cause analysis. Discover how to eliminate waste, automate manual tasks, and implement sustainable process improvements. Through hands-on exercises and real-world case studies, you'll gain the skills to diagnose, redesign, and optimize your shared services processes for maximum impact. Leave with actionable strategies and a framework to implement immediately.
Tony Hiatt
Director of Shared ServicesGranite Construction
Workshop D
11:00 am - 12:30 pm Simplify HR Transformation and Enhance the Employee JourneyEmbark on a journey to streamline HR processes, redefine roles and handoffs, and turn challenges into opportunities for an improved end-to-end experience.
- Discover how overcoming common HR transformation hurdles leads to a better experience for employees and stakeholders
- Hear lessons learned from HR leaders charged with moving mountains with employee experience as the ultimate measure of success
- Learn actionable strategies for adapting to changes and driving success in evolving landscapes
12:30 pm - 1:30 pm
End of Workshops and Opening Luncheon for All Attendees
SSOW OPENING
1:30 pm - 1:45 pm
SSOW/Chairperson’s Opening - Main Event
1:45 pm - 2:15 pm
Reclaim Your Resources: Strategic Process Optimization for High-Value Work
Todd Ferraro -
Global Vice President, Global Operations & BPO,
Verint-Systems
Is your organization struggling with process inefficiencies that hinder growth and profitability? Learn how one global leader systematically identified, streamlined, and transformed organizational processes, leading to a significant reduction in administrative workload, substantial automation of repetitive tasks, and the elimination of unnecessary processes. Discover how to automate non-value-added work, fundamentally shift the perception of support functions to value creators, and create significant capacity within the business to focus on strategic initiatives. Attendees will leave with a proven framework and actionable strategies to drive significant cost savings, boost employee empowerment, ensure seamless alignment of shared services (spanning facilities, procurement, HR, supply chain, and corporate strategic projects) with overarching business goals, and ultimately generate greater value for the entire organization.
2:15 pm - 2:45 pm
AI Colleagues – Driving Shared Services Efficiency and Productivity at Scale
Discover how enterprises are deploying AI Colleagues to transform shared services. See them in action across IT, Finance, and HR, and explore the agentic AI architecture that drives faster integration, short time to deployment, and measurable productivity gains — all while maintaining governance, auditability, and minimizing risk.
Sponsored by: Leena AI
2:45 pm - 3:30 pm
Networking Break
3:30 pm - 4:00 pm
The Power of Perception: Communicating IT Success in a Transforming World
Larry Hack -
SVP Shared Services,
PriceSmart
As organizations navigate the complexities of digital transformation, effective communication emerges as a critical lever for success. Drawing parallels from extreme sports risk management, Larry Hack presents a novel perspective on IT service delivery—highlighting how strategic, transparent communication can reshape stakeholder perceptions and elevate service value, even without changes to core performance metrics. This session will explore how IT service managers can use communication to foster alignment, build trust, and enhance perceived performance in a rapidly evolving technological landscape.
4:00 pm - 5:00 pm
The SSO & GBS Hot Take Hustle
Participate in a unique and interactive session designed to tackle the most pressing challenges facing shared services organizations today. This dynamic activity will get you out of your seat and actively engaged in real-time problem-solving and benchmarking!
We'll present a series of provocative statements related to shared services best practices, emerging trends, and industry hurdles. Based on your stance, you'll move to a designated area in the room. Once positioned, you'll engage in collaborative discussions with your group. Share your solutions, challenge conventional thinking, and gain valuable insights from your shared services colleagues.
