Jack Gottlieb

There is real fatigue around blue-sky AI hype. But as agentic AI enters shared services, we need a reality-check on how we measure its actual value and how it impacts & integrates into the way we work. Agentic AI is a powerful amplifier, but the ultimate goal remains driving impact for the "business within the business." This session explores the shift from tactical SLAs to outcome-based performance in world where organizations have more dynamic capability and potential through not only technology but human enablement. Discover how to cut through the over-promising, build a measurement framework that reflects true enterprise impact, and ensure these new tools are driving measurable outcomes, not just noise. 

How can your shared services organization directly influence commercial performance and the end-customer experience? It's time to challenge the traditional shared services dynamic, and offer a blueprint for designing a function that acts as an engine for enterprise growth rather than just an operational hub. 

By examining the structural architecture behind successful operating models and innovation hubs learn how to evolve service frameworks to seamlessly support front-line business objectives. 

Key Takeaways 

• Redesigning the Business Model: Evolving your service architecture to prioritize commercial value-creation and innovation over pure cost-arbitrage.
• The Embedded Partner Playbook: Closing the gap between transactional delivery and strategic partnership through a targeted framework of Discovery, Alignment, and Acceleration.
• Fueling Customer Outcomes: Mapping the direct and indirect ways your team can elevate the end-user experience and support how the organization sells and serves.
• Strategy to Execution: Extracting actionable, structural lessons from distinct client case studies to apply directly to your organization's operational roadmap.