Tuesday, March 17, 2026: Main Program

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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Operations Transformation in the age of AI

AI is here, it’s real, and it’s reshaping how operations run, learn, and scale. Yet most organizations struggle with how and where to apply AI in their operations.

This workshop cuts through the hype to reveal how enterprise operations are shifting from ERP and RPA to tailored AI-driven workflows that continuously learn and improve. You’ll walk away with clear and practical insight into transforming operations across Finance and HR with this new paradigm.

Key takeaways:

Explore how enterprise operations are evolving from ERP to ERP+ to customized AI-driven platforms that modernize processes without disrupting legacy systems.

Discover how intelligent automation and AI agents are transforming back-office operations from rule-based processes to intelligent, event-driven systems that act autonomously in the background.

 Learn how AI orchestration can integrate modular AI components to achieve end-to-end automation that goes beyond fragmented, prompt-based interactions

 Understand how Agentic AI fits into your transformation roadmap, helping reimagine processes beyond traditional linear models, with examples from back-office operations. 

Chas Moore

Executive Partner-Transformation
Chazey Partners

See Bio

Greg Asher

Lumi AI Developer
Chazey Parners

See Bio

Shared services leaders are moving quickly from AI pilots to AI-enabled delivery models, as generative and agentic AI become     embedded in core platforms and workflows across the organization. But scaling AI across a global services footprint introduces a new “trust gap”: inconsistent outcomes, limited transparency, and unclear accountability can stall adoption or create costly incidents. 

Shared services leaders are moving quickly from AI pilots to AI-enabled delivery models, as generative and agentic AI become     embedded in core platforms and workflows across the organization. But scaling AI across a global services footprint introduces a new “trust gap”: inconsistent outcomes, limited transparency, and unclear accountability can stall adoption or create costly incidents. 

In this workshop, PwC will translate Responsible AI principles into an operational control stack across the AI lifecycle and share a practical approach for scaling AI in shared services with confidence—treating governance as an accelerator, not a brake. We’ll cover how leading organizations operationalize controls across intake and use-case triage, data and privacy governance, model testing and monitoring, security, third-party risk management, and independent assurance. 

Fuad Abdelhadi

Principal, PwC Strategy
PwC

See Bio

For mid-market organizations, transformation is no longer a destination — it is a continuous journey requiring deliberate operational design. Margin pressure, talent scarcity, regulatory complexity, and persistent microeconomic disruption have increased the demands on finance, HR, and IT. Traditional operating models are increasingly misaligned with today’s operational realities, and execution risk is rising.

This workshop captures how mid-market leaders are creating durable operational advantages. Participants will explore how organizations can rethink how work gets done, where decisions sit, and how execution is sustained, moving beyond isolated initiatives to build integrated operating models that absorb volatility while maintaining performance.

Workshop Focus

The session will address key themes introduced in the report, including:

• The pressure is structural, not cyclical: Mid-market leaders face persistent structural pressures that make operational advantage — the ability to maintain speed, control, and reliability under sustained complexity — the key measure of performance.

• Leaders are pulling multiple levers at the same time: Midmarket leaders are simultaneously pulling multiple levers to drive growth, efficiency, and resilience, making the ability to coordinate execution through a consistent, accountable operating model the key to sustained performance.

• Talent is no longer an HR issue it is an operating constraint: Talent is a critical operating constraint, and operational advantage depends on embedding institutional knowledge and execution experience into resilient operating models rather than relying on individual employees.

• AI investment is accelerating but execution remains the gap: AI investment alone is insufficient—operational advantage depends on embedding AI into structured operating models where governance, accountability, and execution are clearly defined.

• The real reframe - Operational advantage as a strategic tool: Operational advantage is the true measure of transformation, enabling organizations to sustain performance, absorb change, and maintain confidence amid continuous pressure and complexity.

Key Takeaways

• Operational advantage is the new performance metric – Success is measured not by transformation initiatives or technology adoption alone, but by an organization’s ability to sustain speed, control, and reliability under ongoing structural pressures.

• Execution, not effort, drives results – Pulling multiple levers (growth, efficiency, talent, AI) only creates value when coordinated through a consistent, accountable operating model that embeds experience, knowledge, and governance.

• Technology and talent are amplifiers, not solutions – AI and workforce investments deliver impact only when integrated into operating models that reinforce judgment, process discipline, and operational resilience.

Sponsored by: BakerTilly

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Jivka Batchvarova

Managing Principal
Baker Tilly

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Sam Dastoor

Principal
Baker Tilly

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• Understand the principles of hybrid intelligence and how combining IDP with LLMs creates a scalable, enterprise-ready GenAI framework
• Learn practical strategies for implementing hybrid GenAI solutions that balance innovation with control, enabling organizations to scale without compromising trust
• Explore real-world use cases where this approach delivers flexibility, compliance, and business value across industries
• Build a working prototype from start to finish using real-world data, gaining hands-on experience 

Sponsored by: ABBYY

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Jon Knisley

Product Marketing, Process AI
ABBYY

See Bio

• Business Demands, Expectations and Barriers to Success
• Business Value & “What Does GOOD Look Like”
• Stakeholders and the “Coalition”
• Technologies and the Essence of Digital and AI Success
• The Data Foundations
• Human Factors and the Customer, Colleague Experience (CX)
• The Art of Execution
• 7 Habits of Highly Effective Digital Transformation 

Dan French

CEO
Consider Solutions

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Steve Fox

Process Excellence Leader
Consider Solutions

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As Global Business Services (GBS) organizations are expected to deliver faster outcomes, higher productivity, and greater strategic impact, many leaders are reaching the limits of traditional automation and incremental digital improvement. A new inflection point is emerging: agentic AI, where intelligent systems move beyond task execution to proactively manage, coordinate, and resolve work across end-to-end services. This shift represents a powerful opportunity for GBS to accelerate value – not through technology alone, but through smarter operating models.

This interactive workshop session will begin with a short, shared perspective on why agentic AI is relevant now for GBS, focusing on market pressures, talent constraints, and rising expectations from enterprise stakeholders. We will draw on Capgemini’s direct experience partnering with GBS organizations across industries, highlighting how leading enterprises are already leveraging agentic approaches to improve service outcomes, decision quality, and scalability.

The session will then move into interactive breakout discussions with attending clients, centered on four practical acceleration themes. Participants will explore where agentic solutions deliver the highest business value in GBS, including finance, HR, IT, procurement, and customer operations.

We will discuss how to accelerate adoption and trust, addressing change, governance, and workforce readiness. Finally, we will examine how to move from pilots to measurable business impact, using Capgemini’s proven frameworks, reusable assets, and playbooks that help GBS teams shorten time to value and reduce execution risk.

Designed for GBS leaders by GBS practitioners, this session offers peer insights, real-world lessons, and actionable guidance to help organizations move confidently from experimentation to scaled, sustainable value through agentic acceleration.

Sponsored by: Capgemini

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Harsh Madan

Global Go-to-Market Lead For GBS
Capgemini

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Ramana Bhandaru

Global Head of AI, Analytics and Agentic Transformation
Capgemini

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Dinand Tinholt

Americas AI Center of Excellence Lead, Capgemini's Insights & Data Glo
Capgemini

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Lalitha Kompella

Global Head, Intelligent Automation Practice, Capgemini's Business Services,
Capgemini

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• See exclusive new SSON research quantifying the hidden workload that tools don’t remove
• How Siemens replaced patchwork automation with true orchestration— achieving faster closes, stronger control, and audit-ready accuracy
• Understand why “compliance isn’t completion” and how orchestration runs through the process, not around it.
• Learn practical steps to build a continuous, touchless close and reclaim time, confidence, and control in your finance operations. 

Aaron Veach

Executive Director of Finance Transformation
Redwood Software

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Barbara Hodge

Global Digital Content
SSON Research & Analytics

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Marek Sobczyk

Global Process Owner in Record-to-Report
Siemens

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Many GCC/GBS initiatives stall not due to intent, but because of execution friction across location, talent, vendors, governance, and risk. Join this guided executive simulation to navigate real trade-offs under time, cost, talent, and risk constraints with access to deep data and expert assistance. Explore why setups fail in the first 24 months including challenges like strategic drift, weak location readiness, vendor-heavy execution, and late-detection governance. This workshop will offer collaborative small-group blueprint building, including choosing a city and backup location, sequencing talent and vendors, responding to regulatory or talent shocks, and managing trade-offs between speed, cost, and resilience.

Together, we will explore the five success criteria:

• Program Wisdom: alignment, milestone health, recovery paths
• Geo Wisdom: city decisions balancing talent, cost, risk, and ESG
• Talent Wisdom: hiring feasibility, leadership readiness, attrition signals
• Ecosystem Wisdom: vendor sequencing, dependencies, and fallback readiness
• Delivery Wisdom: outcome governance and execution velocity

Key Takeaways:

• How to select a location
• How to avoid first-time mistakes and build a orchestration plan
• How to manage the setup and build the GCC as strategic assets rather than cost centers 

Sponsored by: Aokah

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Pankaj Sharma

Head Operations
Aokah

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Atul Vashistha

Chair and CEO
Aokah

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Steve Rudderham

Head of Global Business Services
Carrier

See Bio