Main Day Two, Wednesday, 17, September, 2025


Big Idea Stage

8:00 am - 8:50 am Breakfast and Networking

8:50 am - 9:00 am SSOW/Chairperson's Opening

The digital age demands a radical reimagining of shared services, transforming them from transactional hubs to strategic value engines. This keynote will unpack how organizations can leverage digital technologiesโ€”automation, AI, and advanced analyticsโ€”to deliver demonstrable impact and redefine shared services by considering the integration of unconventional functions into shared services. We'll explore strategies for optimizing operations, crafting exceptional customer and employee experiences, and rigorously proving ROI through data-driven insights. 

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Karen Davis

VP, Contact to Resolution (Shared Business Services)
US Foods

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Guy Babbitt

Senior Vice President Shared Business Services
US Foods

9:40 am - 10:10 am The 2025 State of the Shared Services & GBS Industry Survey & Highlights

The shared services model is not only in growth mode, but also increasingly shifting towards โ€œGlobal Business Servicesโ€ โ€“ the most effective means to achieving end-to-end process integration. Presented by SSON Research & Analytics, this data-rich session will:  

  • Highlight the tremendous expansion in service in modern shared services  
  • Recognize the capabilities that allow the model to shift from administration to core business support  
  • Discuss advances in data, automation and AI  
  • Review the most disruptive trends that taking our industry to the next level of value creation 

10:10 am - 10:50 am Networking Break and Demo Drive

10:40 am - 12:10 pm Peer-to-Peer Interactive Discussion Groups - Select 2 topics

Break into IDGs โ€“ 2 IDGs @ 40 minutes each 10:50 โ€“ 11:30 am and 11:40 โ€“ 12:20 pm

Group 3

IDG 1

10:40 am - 12:15 pm Manage Your Data Effectively in your Finance Shared Services


IDG 2

10:40 am - 12:15 pm Automate the Capture and Processing of Supplier Invoices into Oracle

IDG 3

10:40 am - 12:15 pm Criticality of Sustainability and Regulatory & Compliance in Modern Day Supply Chain

IDG4

10:40 am - 12:15 pm Set up your HRIS System: Tech and Talent

IDG 5

10:40 am - 12:15 pm Streamlining Order-to-Cash: Improving End-to-End Efficiency for Accelerated Cash Flow

IDG 6

10:40 am - 12:15 pm Execute a Global Process Strategy to Ensure Efficiency and Alignment Across Operations

12:15 pm - 1:15 pm Networking Luncheon

Data

1:15 pm - 1:45 pm Data-Driven Collections: Using AI to Unlock Cash Flow and Insights in O2C
Juliano Godoy - GM, Agile Enterprise Services, Philips 66

In the Order-to-Cash cycle, collections is not only resource-intensive โ€” itโ€™s also a goldmine of untapped data. This session explores how one organization transformed collections by applying AI to streamline repetitive tasks and harness real-time data for smarter decision-making. 

  

Youโ€™ll learn how AI automation of dunning emails, remittance follow-ups, and cash application freed up staff to focus on strategic accounts. More importantly, discover how AI-powered tools integrated with internal systems now give collectors instant access to actionable invoice and customer data โ€” eliminating the delays and silos of traditional ERP reporting. 

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Juliano Godoy

GM, Agile Enterprise Services
Philips 66

Process Excellence

1:15 pm - 1:45 pm One World, One P2P: Achieve Global Harmony

More details to come!



Workforce Management

1:15 pm - 1:45 pm The Employee Support Express: Build a Centralized Ticketing Hub

A centralized HR ticketing system provides a powerful framework for managing HR service delivery across diverse business units. In this session, we'll explore how to strategically configure workflows to meet the distinct needs of each unit, ensuring consistent service while retaining crucial flexibility. Moreover, we'll delve into the vital role of data analytics in tracking key performance indicators, pinpointing trends in employee requests, and driving actionable process improvements. 



1:45 pm - 1:50 pm Transition

Data

1:55 pm - 2:25 pm The Hidden Catalyst in GBS Transformation: Trustworthy, Empirical Data

More Details to come.



Process Excellence

1:55 pm - 2:25 pm GBS Evolution: Navigating Digital Transformation in Invoice-to-Cash

More Details to Come.



Workforce Management

1:55 pm - 2:25 pm The New Hire Experience: Comprehensive Onboarding Strategies
EJ Santos - Head of Farmers Business Services, Farmers Insurance

Modern onboarding transcends basic paperwork; it's about crafting a welcoming and efficient experience for both new hires and their managers. This session delves into the strategic implementation of comprehensive new hire resources, designed to foster engagement and accelerate integration. We'll explore the creation of user-friendly digital portals that house essential policy acknowledgements, ensuring compliance while providing transparent access to company guidelines. Beyond compliance, we'll examine the power of structured "Meet and Greet" sessions, strategically scheduled throughout the first few weeks, to build connections and foster a sense of belonging. 

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EJ Santos

Head of Farmers Business Services
Farmers Insurance

2:25 pm - 2:30 pm Transition

Data

2:30 pm - 3:00 pm Beyond Spreadsheets: Unlocking R2R Insights Through Integrated Data and Dashboards
Claudia Baqueiro - LATAM SSC R2R Director, PepsiCo

The Record to Report process often encounters a significant gap in readily available, purpose-built technology solutions for metrics and dashboard creation. This session addresses this challenge by providing a comprehensive exploration of diverse and effective technologies that can be strategically adapted and integrated to enhance R2R visibility and control. Furthermore, we will explore the potential of custom dashboard development techniques and API integrations, enabling organizations to tailor solutions to their specific needs and bridge the gap between their environment and modern analytics capabilities. 

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Claudia Baqueiro

LATAM SSC R2R Director
PepsiCo

Process Excellence

2:30 pm - 3:00 pm Global O2C: A Universal Language for International Success
Nicole Sherwood - Finance Director, ABS

Managing Order-to-Cash across borders, ERPs, and currencies can feel like navigating a maze while blindfolded. This session offers a clear path to global O2C standardization, transforming complexity into a streamlined, strategic advantage. We'll explore how to build a robust yet adaptable global O2C framework, balancing centralized control with the nuances of regional markets. 

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Nicole Sherwood

Finance Director
ABS

Workforce Management

2:30 pm - 3:00 pm Building Talent for Transformation: Creating a Competency Framework to Power Digital Change

In a business environment defined by rapid digital acceleration, workforce capability is the true engine of transformation. This session explores how global shared services leaders are designing dynamic competency frameworks that align employee development with strategic transformation goals. 

  

Youโ€™ll learn how to build a scalable skills matrix that supports continuous improvement, links individual growth to enterprise outcomes, and enables employees to adapt to disruptive technologies like AI and automation. Weโ€™ll cover how to embed change resilience into learning programs, use data to measure impact, and turn talent development into a lever for innovation. 

  

Whether youโ€™re modernizing your service model or rolling out new digital tools, this session provides a practical blueprint for strengthening workforce readiness and building lasting competitive advantage. 

3:00 pm - 3:30 pm Networking Break

3:30 pm - 4:15 pm How Do We Get the Data?: A Multifunction Assessment of Workforce Efficiency

More details to come.



In todayโ€™s fast-paced and complex business environment, siloed finance functions can no longer meet the demands of agility, efficiency, and transparency. True transformation happens when Order-to-Cash (O2C), Procure-to-Pay (P2P), and Record-to-Report (R2R) leaders work in harmony toward shared goals. This session brings together Global Process Owners from each of these towers to explore how cross-functional collaboration is enabling breakthrough results in shared services. Learn how world-class organizations are aligning processes, data, and technology to drive end-to-end value across the enterprise โ€” and hear practical strategies for fostering a culture of collaboration, establishing joint KPIs, and navigating global complexity. 

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Rachael Thorley

Director and Global Process Owner of Record to Report
Catalent

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Eric Joyner

Director, Global Process Owner - Order to Cash
Catalent

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Florian Bejko

P2P Process Owner
Catalent

4:45 pm - 5:15 pm AI Straight Talk: Capabilities and Roadblocks within Shared Services

Ardhendu Banerjee - Vice President-Global Business Services, CGI

Beyond the buzzwords, what are the real capabilities and roadblocks of AI implementation in shared services? This session cuts through the hype and delivers an honest assessment of AI's potential and limitations. We'll explore the often-overlooked challenges of data quality, integration complexities, and the human impact of automation. Learn how to navigate the practical realities of AI adoption and avoid common pitfalls. 

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Ardhendu Banerjee

Vice President-Global Business Services
CGI

5:15 pm - 6:15 pm Drinks Reception