George Penton

Shared services organizations are being challenged to deliver sustainable transformation while improving efficiency, agility, and customer experience. As organizations mature, the focus shifts from implementation to optimization—leveraging GenAI, automation, analytics, and integrated service delivery models to create lasting enterprise value.

This interactive workshop will provide practical strategies and leading practices for evolving shared services and GBS organizations to the next level. Participants will learn how to:

• Integrate GenAI and intelligent automation into the service delivery model and quantify the work that can be shifted to digital labor
• Strengthen governance including recent considerations on global process owners, operating models, and how to support scalable and sustainable transformation
• Optimize processes and service delivery through customer-centric design, analytics, and performance measurement
• Prepare for an evolving role for shared services including the potential as an AI platform, adjusted scope and structures, understanding the implications from the advent of the AI Orchestrator role, and other new skillsets required

Attendees will leave with actionable insights for building resilient, scalable shared services organizations that continue to adapt, evolve, and deliver long-term business value.