Tuesday, March 17, 2026

The Shared Services landscape is evolving at an unprecedented pace. In today’s hyper-competitive business environment, organizations must master talent retention, process standardization, and digital transformation to stay ahead. While productivity has always been a key metric, workforce analytics is now reshaping how businesses measure, optimize, and sustain performance at scale. 

This exclusive workshop, hosted by ProHance, will explore the power of data-driven productivity strategies and how organizations can leverage workforce analytics to enhance operational efficiency and long-term workforce performance. 

What You Will Learn: 

• How leading Shared Services organizations approach productivity – real-world insights from industry experts. 
• Case studies on how global businesses drive sustainable productivity – bridging workforce efforts with measurable outcomes. 
• Strategic actions for organizations at different maturity levels – a clear roadmap to enhance workforce efficiency. 
• The role of workforce analytics in shaping the future of work – from visibility to execution. 

This session will feature exclusive insights from industry research, providing a deep dive into the latest productivity trends, challenges, and strategic playbooks tailored for Shared Services and Global Business Services (GBS) organizations.

Sponsored by: ProHance

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Embark on a journey to streamline HR processes, redefine roles and handoffs, and turn challenges into opportunities for an improved end-to-end experience.

• Discover how overcoming common HR transformation hurdles leads to a better experience for employees and stakeholders.
• Hear lessons learned from HR leaders charged with moving mountains with employee experience as the ultimate measure of success.
• Learn actionable strategies for adapting to changes and driving success in evolving landscapes. 

“Driving Business Value”, “End to End” & “Customer Experience” are on every leadership agenda. GBS and Shared Services deliver services that support functional elements of “end to end” business processes, but rarely, if ever, “own” these true “end to end” cycles. Despite the ambiguity, there are high expectations, aspirations and accelerated business value in a well-executed “end to end process” strategy.

Sharing best practices with interactive discussions and exercises, this session will explore some of the opportunities and challenges in enabling “end to end” process excellence and customer experience. It will introduce tools and tactics for GBS leadership, Global Process & Service Owners and other stakeholders (both “enabling” and “beneficial”) to drive successful outcomes at speed.

The workshop will cover:

• What problem are we trying to Solve?
• End-to-End Processes
• Customer & Stakeholder Experience
• The GPO role
• Aspirations & Challenges

Strategies for Success

• Influence vs Control
• “Outside-In”
• 4 Levers of Business Value
• Customer Experience
• “Think like a CFO”
• Stakeholder Engagement
• The Art & Science of Rapid Execution
• Critical Capabilities 

Sponsored by: Consider Solutions

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Dan French

CEO
Consider Solutions

See Bio

Steve Fox

Process Excellence Leader
Consider Solutions

See Bio

As enterprises evolve, the true measure of process excellence isn’t just operational efficiency—it’s the ability to deliver real business and customer value. This hands-on workshop equips leaders with the tools, frameworks, and collaborative approaches to design integrated, end-to-end processes that break down silos, foster ownership, and drive measurable outcomes.

Explore how to embed business and customer value into process design, create clear accountability structures, and use journey mapping to reimagine service delivery from the perspective of both employees and customers.

By the end of the workshop, participants will be able to:

• Break down functional silos and design processes that deliver seamless, integrated services
• Establish process ownership roles, responsibilities, and governance structures
• Align process design with enterprise strategy, customer expectations, and business KPIs
• Measure and enhance both the customer and employee experience within a process
• Apply journey mapping to uncover improvement opportunities and reimagine workflows 

• Explore how Document AI and Process AI streamline complex, cross-functional workflows—reducing operational friction and unlocking faster time to value
• Discover how shared services teams are evolving from task-based automation to enterprise-wide transformation, achieving measurable ROI and sustainable competitive advantage
• Unlock real-world examples in banking, healthcare, and manufacturing

Sponsored by: ABBYY

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As the boundaries between human and machine intelligence overlap, the potential of Agentic AI and Generative AI (GenAI) to revolutionize Business Operations is becoming increasingly evident. From automating routine tasks to enhancing decision-making and fostering innovation, GenAI is reshaping the landscape of Shared Services organizations in addition to other functions across the value chain. However, the successful integration of Agentic AI and GenAI, respectively requires a strategic approach that addresses both its opportunities and challenges. This workshop will explore practical applications of GenAI within targeted functions, providing attendees with insights and strategies to harness its power to effect impactful transformation.

Actionable Takeaways:

• Identify GenAI Use Cases: Discover specific applications of GenAI that can deliver tangible benefits within Shared Services organizations, such as automating document generation, improving customer service, and optimizing processes.
• Promote Security Awareness: Review privacy pitfalls to avoid with respect to purpose limitations and incorporating robust data governance with systematic reviews.
• Overcome Challenges: Learn to address common challenges associated with Agentic AI and GenAI implementation, including data quality, ethical considerations, and workforce integration.
• Develop a GenAI Strategy: Create a roadmap for integrating GenAI into your shared services operations, outlining key steps, resource allocation, and expected outcomes.
• Measure and Optimize: Understand how to measure the impact of GenAI initiatives and continuously optimize your approach to maximize value.
• Foster a Culture of Innovation: Explore strategies for cultivating experimentation within the Shared Services team, encouraging the adoption of new technologies.

Sponsored by: Capgemini

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Vendor relationships shouldn’t just be transactional—they should be strategic partnerships that drive mutual value, innovation, and operational excellence. Join us to learn strategies, negotiation tactics, and governance frameworks to turn vendors into true business allies.

Participants will explore how to shift from cost-focused interactions to collaborative partnerships, build performance metrics that align with business goals, and create a culture of continuous improvement with external providers.

By the end of this workshop, participants will be able to:

• Identify the vendors most critical to business outcomes and prioritize relationship management accordingly
• Build governance structures that foster transparency, trust, and accountability
• Negotiate win–win agreements that incentivize innovation and value creation, not just cost savings
• Define KPIs and scorecards that reflect strategic objectives, customer impact, and operational performance
• Implement continuous improvement programs with vendors to drive long-term results