Laura Campbell

Every GBS leader knows AI will reshape its future – shifting GBS from a cost-focused delivery model to an enterprise capability engine and transforming the employee experience. But the leaders pulling ahead aren't chasing the hype. They're following the data and turning insight into action.

Join ScottMadden for a session that cuts through the noise. Drawing on real Work Activity Assessment data from ScottMadden's Work Intelligence Blueprint – spanning finance, HR, sourcing, procurement, and more – we'll show how patterns in work volume, complexity, and cost can pinpoint the highest-impact automation opportunities and build a clear, defensible financial case for action.  

Key Takeaways:

• A data-driven playbook – How leading organizations are using work and cost data to identify and prioritize the AI opportunities that can deliver the greatest impact
• Real-world GBS case studies – How agentic AI workflows are being deployed across GBS functions today – and what organizations are learning as they move from pilots to scale
• A live agentic AI demo – See the technology in action and how AI can transform the way work is delivered across GBS

Cost reduction may have built the Shared Services business case, but is it enough to justify today's investments in automation, AI, and digital transformation? With 65% of organizations now prioritizing digitalization as a strategic objective (SSON Research & Analytics, State of Industry 2026), the pressure to demonstrate ROI beyond cost has never been greater. 

Along with lowering spend, leaders are under increasing pressure to prove efficiency and demonstrate ROI in ways that reflect speed, experience, quality, and business impact. It is vital for leaders to identify metrics that capture the full impact of automation and digital investments and understand which traditional metrics still hold value.  

• What metrics still matter?  
• Which legacy measures are holding you back?  
• And how should your scorecard evolve as your Shared Services organization matures from stabilization and standardization to optimization and strategic partnership?