Michele Turner

With 70% of organizations now prioritizing service excellence as a strategic objective (SSON Research & Analytics, State of Industry 2026), the definition of "excellence" has shifted from mere efficiency to unbreakable reliability. Yet, a massive gap often exists between business expectations and operational reality.

When a crisis hits, flipping through a 500-page continuity manual is not helpful if the business expects a 3-hour recovery and the technology can only deliver in 8 hours. Michele Turner draws on over three decades of experience to unpack how GBS and Risk leaders can transition from defensive operational functions to strategic partners that help the enterprise "bounce forward" instead of just bouncing back after disruption.

By mapping dependencies and aligning risk appetite with business strategy, Michele explores how to turn resilience into a competitive advantage rather than a forced compliance exercise. 

• Closing the Expectation Gap: How to align business recovery time objectives (RTO) with actual technology and operational realities.
• Streamlining the Plan: Creating focused, usable continuity plans that stakeholders actually trust and use in a crisis.
• "Their Disaster is My Disaster": Managing third-party risk and ensuring your vendor ecosystem doesn't become your single point of failure.
• The Bird's-Eye View: Navigating the "cousin" relationships between GBS, Tech, Security, and Sustainability to build an integrated resilience posture.
• From Order Taker to Resilience Architect: How to engage the board and executive leadership by framing risk as a driver of enterprise value.