Look at where we have come in the last 3 decades! No one would have thought that 30 years ago shared services would become the powerhouse driver of enterprise value that it can be today. And no one would have thought that SSOW would be the #1 place the industry meets to learn and grow. Join industry leaders to celebrate milestone achievements, unpack strategies that have reshaped efficiency, and candidly discuss the missteps and lessons that can guide the next era. Together we will reflect on what’s worked, what’s failed, and what strategies will keep GBS relevant and impactful over the next 30 years. Our panelists will:
You can’t transform what you can’t see clearly—and for many HRSS teams, siloed processes and legacy systems make it nearly impossible to get reliable data, let alone power AI with it. From disjointed case management and inconsistent ticket routing to messy employee records and outdated org charts, fragmented systems are quietly sabotaging progress.
This session offers a practical roadmap to get your HR house in order. We’ll explore how to:
Because in HRSS, AI isn’t just a tech decision—it’s a readiness decision. And building the right foundation is step one.
As employee expectations evolve and regulatory demands vary by region, HR Shared Services is feeling the pressure to do both: deliver personalized experiences and maintain standardized processes at scale. It’s a delicate balancing act—customization boosts satisfaction and trust, but too much variation leads to complexity, inefficiency, and risk.
The panelists will explore striking the right balance—leveraging technology and data to tailor employee experiences without sacrificing process consistency or control. You’ll learn how to design frameworks that support flexibility where it matters most, ensuring HRSS can meet diverse needs while operating smoothly and compliantly.
Action Items:
In a world where cash flow is king, Days Sales Outstanding (DSO) remains one of the most critical indicators of financial health. Whether your DSO is creeping up or flatlining, this session will equip you with real-world strategies to influence faster payments and tighter working capital management.
Join us to explore how to:
Finance Shared Services delivers tremendous value every day — but getting executives to invest in new initiatives often requires more than just proof of efficiency gains. Today’s leaders want to see how Finance Shared Services drives strategic outcomes like improving working capital, accelerating decision cycles, and enhancing data reliability. Building a compelling business case means telling that story with the right metrics and aligning your message with broader enterprise goals.
This session guides Finance teams on crafting data-backed business cases that resonate with executive stakeholders and unlock investment. You’ll learn how to leverage the metrics you already have — and discover which new ones to track — to demonstrate your team’s impact on long-term financial value and growth.
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Everyone knows that AI has endless capabilities, but with this capability comes new risks, from security breaches to ethical blind spots. Unlike RPA, agentic AI cannot be treated as a “harmless helper.” Organizations must establish governance frameworks that define what AI agents can access, how they engage, and what guardrails keep them safe.
This session explores why HR has a critical seat at the table in agentic AI governance. Just as organizations set rules of engagement for employees, HR leaders must now help define policies, access rights, and accountability structures for AI agents. Without HR’s involvement, organizations risk rolling out AI that undermines trust, safety, and compliance.
Key Takeaways:
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
We’ve made strides in bringing self-service to the frontline with mobile portals, embedded chatbots, and on-demand access. Are we giving that same attention to their escalation pathways?
This session looks beyond the portal to the full journey of service delivery. When a frontline employee needs more than an article or a chatbot, how do we ensure their request is handled with care, speed, and visibility? We’ll explore how HRSS teams are redesigning case management workflows with the deskless worker in mind—prioritizing seamless escalation, clear communication, and minimal digital friction.
Launching a Shared Services or GBS organization comes with many unknowns—especially in the first 12–18 months. Without mature internal metrics or historic baselines, leaders often struggle to define success, report progress, and justify investments. Dive into a strategic roadmap to help new or early-stage SSOs define performance targets, identify relevant benchmarks, and create alignment across business units.
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
For Shared Services leaders building their foundations, AI can seem like a buzzword better suited for mature operations—but that's changing fast. Designed for those at the beginning of their SSO journey, offering actionable insights into how AI can drive measurable business outcomes, even at an early stage, you will learn how to:
Whether you’re looking to streamline workflows, improve data visibility, or build the foundation for future innovation, this session will help you start smart and scale strategically.
Shared Services and GBS leaders are sitting on a goldmine of operational data—but too often, it’s used reactively instead of strategically. Explore how to transform raw data into an engine for continuous improvement, leveraging process mining and real-time analytics to uncover bottlenecks, hidden costs, and automation opportunities before they impact service levels.
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
As global organizations shift toward verticalized operating models, the challenge isn’t just about new structures—it’s about overcoming years of regional independence, embedded ways of working, and scattered systems. Hear how a global transformation leader has helped drive alignment across borders, overcome resistance to change, and turn complexity into cohesion. Explore how to shift mindsets, define non-negotiables, and create change management frameworks that actually work—while still respecting local nuance. Discuss:
In today’s volatile global environment, data fragmentation continues to undermine supply chain resilience, procurement agility, and risk management. Explore how leading supply chain and procurement teams are working to unify data across regions, systems, and partners to improve decision-making and drive consistent performance.
Whether you’re just beginning to consolidate your procurement data landscape or looking to scale enterprise-wide intelligence, benefit from practical insights to drive clarity, control, and agility in your supply chain operations.
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
As procurement shared services evolve, outsourcing can unlock scale and efficiency—but it also introduces new risks. From service quality to brand integrity and compliance, organizations must strike the right balance between innovation and control. Discover how to build a governance framework that enables performance, minimizes disruption, and keeps your operations aligned with enterprise goals.
As organizations accelerate digital transformation, many are establishing Centers of Excellence (CoEs) to guide automation and AI strategy. But setting up a CoE is easier said than done. Leaders often struggle with justifying the investment, defining the right organizational design, and balancing centralized governance with business unit needs. Without clear frameworks and practical examples, even well-intentioned CoEs risk stalling or failing to scale.
This session tackles the real-world challenges of building an effective automation and AI CoE, offering practical guidance and case study insights from organizations that have successfully done it. Attendees will learn how to structure a CoE that drives adoption, delivers measurable ROI, and keeps pace with rapidly evolving digital capabilities.
Key Takeaways:
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
Transformation isn’t just about hard numbers. While leadership often expects quick financial returns, many of the most impactful benefits—like increased agility, better communication, and improved employee experience—are softer and harder to quantify. To prove true value and guide continuous improvement, shared services teams need to regularly gather user feedback and develop comprehensive metrics that capture both financial and non-financial outcomes.
Gain actionable takeaways:
Implement ongoing user feedback loops to track perceived value and uncover improvement opportunities
Identify and measure soft benefits like agility, collaboration, and employee engagement
Develop balanced scorecards that integrate financial and non-financial metrics
Set realistic expectations with leadership about transformation timelines and value realization
Use data storytelling techniques to communicate a holistic impact to stakeholders
Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.