Brett Fraser

Transformation rarely unfolds the way it looks on the original roadmap. Behind every successful transformation are difficult decisions, unexpected roadblocks, shifting priorities, and moments when leaders had to rethink the plan. 

In this candid panel, Shared Services and GBS leaders will share what actually happened when transformation moved from strategy to execution. From redesigning operating models and implementing new technology to managing organizational change and building new capabilities, hear what changed, what didn't work, and what leaders learned along the way. 

Join this session to uncover:

• How leaders translated transformation strategy into real changes in how work gets done 
• How organizations determined when they were ready to expand scope and what they brought into Shared Services next 
• The decisions that shaped operating models, technology, talent, and service delivery 
• What happened when transformation met organizational resistance, competing priorities, or legacy ways of working 
• Where initiatives stalled and what leaders did to regain momentum 
• The change-management lessons that made the difference between adoption and resistance 
• How leaders balanced transformation ambition with the realities of running the business 
• The tradeoffs, pivots, and lessons learned that never make it into the transformation roadmap