Thursday, March 19, 2026


Big Idea Stage

8:15 am - 8:45 am Breakfast in the Innovation Hub

8:45 am - 8:55 am Chairman's Remarks

8:55 am - 9:25 am Milestone Reflections: 30 Years of SSOW, 30 Years of Shared Services Growth

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:

  • Celebrate the big wins from consolidation to global standardization to new revenue streams
  • Relive the impact of automation including metrics and case examples proving value
  • Reflect on the evolution and perception of GBS over the years
  • Impart lessons Learned on governance, talent, and transformation that we won’t forget
  • Provide their outlook on the next 30 years- predictions for AI, agility, and enterprise integration 

9:25 am - 9:30 am Transition to Breakout Programs

Breakout Programs

Big Idea Stage

9:30 am - 10:30 am The G6 Debate: The Outsourcing Model in 2030: In the AI Age, Does BPO Fit?
Deborah Kops (G6 Debate Moderator) - Founder, Sourcing Change


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Deborah Kops (G6 Debate Moderator)

Founder
Sourcing Change

Human Resources Shared Services Program

9:30 am - 10:00 am Fix the Foundation: Tackle Your Fragmented HR Systems Before You Implement AI

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 From disjointed case management and inconsistent ticket routing to messy employee records and outdated org charts, fragmented systems are quietly sabotaging progress.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:

  • Audit your core systems (Workday, ServiceNow, SuccessFactors, etc.) for gaps and misalignment
  • Identify where handoffs break down across payroll, benefits, onboarding, and talent mobility
  • Clean and classify HR data to support scalable automation and AI use cases
  • Prioritize integration and process design to enable AI that actually delivers value

Because in HRSS, AI isn’t just a tech decision—it’s a readiness decision. And building the right foundation is step one. 

Human Resources Shared Services Program

10:00 am - 10:30 am Panel | You Can’t Automate Empathy: The Personalization Dilemma

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:

  • Identify which employee interactions benefit most from personalization versus standardization
  • Use data insights to segment employee populations and tailor services effectively
  • Implement guardrails that enable customization without undermining compliance or efficiency
  • Foster collaboration between HRSS, legal, and compliance teams to manage regional regulatory demands
  • Leverage technology to scale empathy without adding manual workload 

Finance Transformation Program

9:30 am - 10:00 am Fireside Chat | Reimagining DSO—Using Outcome-Based Triggers to Accelerate Payment Cycles
Donny Heaton - Senior Director, Global Order to Cash, Boston Scientific

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:

  • Identify outcome-based performance triggers that can shorten payment windows
  • Use data to compare year-over-year improvements—such as accelerating payment by 3+ days
  • Go beyond contract terms to build relationship-based strategies that nudge customers toward early or on-time payments
  • Rethink how commercial teams, collections, and AR functions collaborate for shared impact 

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Donny Heaton

Senior Director, Global Order to Cash
Boston Scientific

Finance Transformation Program

10:00 am - 10:30 am Make the Case: How Finance Shared Services Can Win Executive Buy-In for Value-Driven Initiatives
Kristin Schooley - Director, Order to Cash, Learning Care Group

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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Kristin Schooley

Director, Order to Cash
Learning Care Group

10:30 am - 11:15 am Keynote Coming Soon!

11:15 am - 12:15 pm Brunch & Networking Break

Celebrity Guest Coming Soon!

Breakout Programs

Human Resources Shared Services Program

12:15 pm - 12:45 pm Is Agentic AI an HR Issue? Governing the Autonomous Workforce

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:

  • Understand how agentic AI differs from RPA—and why this creates new risks for HR and the enterprise
  • Learn best practices for treating AI agents like “digital employees” with defined roles, empowerment, and limits
  • Explore the role of HR in shaping governance policies for AI agents in partnership with IT and InfoSec
  • Identify potential risks—including data leaks and security vulnerabilities—and strategies to mitigate them
  • Build a roadmap for HR’s involvement in AI adoption to ensure safety, compliance, and employee trust

 

Human Resources Shared Services Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Human Resources Shared Services Program

12:50 pm - 1:20 pm Rethinking Case Management for the Deskless Workforce

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.

  • Map the end-to-end service journey for deskless workers to identify friction points beyond self-service portals
  • Design escalation pathways that prioritize speed, transparency, and personalized handling
  • Implement communication protocols that keep frontline employees informed throughout the case lifecycle
  • Leverage mobile-friendly tools and integrations that support real-time updates and collaboration
  • Train HRSS agents on the unique challenges and context of deskless workers to enhance empathy and effectiveness 

Human Resources Shared Services Program

1:20 pm - 1:25 pm Transition


Shared Services Fundamentals Program

12:15 pm - 12:45 pm Identify Benchmark Frameworks to Define What “Good” Looks Like in Year One
Karen Terrill - VP, Financial Shared Services, TEGNA

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.

  • Set realistic benchmarks for cost-to-serve, process cycle times, automation rates, and customer satisfaction—tailored to the maturity level of your organization.
  • Establish first-year KPIs for P2P, O2C, R2R, Procurement, HR, and IT shared services—including headcount ratios, SLA targets, and digital enablement levels.
  • Learn how to communicate progress and challenges to executive sponsors, COEs, and business units—while educating them on the pace of maturity.
  • Discuss practical guidance on selecting internal vs. external comparators, segmenting by process or region, and building a repeatable cadence for measurement and reporting.
  • Explore how other early-stage SSOs have created actionable benchmarking strategies to guide service improvement, justify technology investments, and manage change resistance. 

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Karen Terrill

VP, Financial Shared Services
TEGNA

Shared Services Fundamentals Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Shared Services Fundamentals Program

12:50 pm - 1:20 pm AI Kickstart— Practical Strategies for Emerging SSOs
Nikki Rodgers - SVP, Global Shared Services, Stagwell Global

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:

  • Build a compelling business case that proves ROI for AI investment
  • Use process mapping to identify inefficiencies and automation-ready opportunities
  • Design for scalability from the start, ensuring your AI strategy evolves as your SSO grow

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.

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Nikki Rodgers

SVP, Global Shared Services
Stagwell Global

Shared Services Fundamentals Program

1:20 pm - 1:25 pm Transition


Process Excellence Program

12:15 pm - 12:45 pm The Continuous Improvement Blueprint: Real-Time Data as Your Competitive Edge

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.

  • Identify inefficiencies, compliance risks, and automation opportunities as they happen enhancing both operational efficiency and customer satisfaction
  • Choose and track metrics that clearly link operational performance to business outcomes
  • Design analytics solutions that adapt to your business needs and work within your existing ecosystem
  • Streamline and document workflows to meet compliance requirements without slowing down innovation 

Process Excellence Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Process Excellence Program

12:50 pm - 1:20 pm Case Study | From Local Legacy to Global Unity: Standardize in a Verticalized Enterprise
Amy Wirges - Global Head Operations and Shared Services, Business Assurance, SGS

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:

  • Why verticalization is gaining traction and how it reshapes global delivery
  • Pain points of standardization execution and solutions to fix it
  • Lessons learned from navigating pushback, exception overload, and cultural resistance
  • How to create a "one team" mindset without dismissing local needs
  • The role of governance, tech, and clear ownership in driving change
  • What success looks like—and how long it really takes to get there 

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Amy Wirges

Global Head Operations and Shared Services, Business Assurance
SGS

Process Excellence Program

1:20 pm - 1:25 pm Transition


Procurement & Supply Chain Management Program

12:15 pm - 12:45 pm Build a Unified View of Supply Chain Data for Stronger Business Outcomes

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.

  • Build a reliable data foundation to support better forecasting, planning, and supplier management
  • Break down internal silos to create connected insights across procurement, logistics, and finance
  • Tackle the challenges of cross-border coordination, tariff visibility, and regulatory compliance
  • Develop dashboards and reporting frameworks that track meaningful KPIs and support strategic action
  • Embed data quality controls and monitoring into daily operations for long-term impact

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. 

Procurement & Supply Chain Management Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Procurement & Supply Chain Management Program

12:50 pm - 1:20 pm De-Risk Procurement Outsourcing by Balancing Governance, Innovation, and Control

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.

  • Design governance models that ensure accountability, performance tracking, and quality assurance in outsourced environments
  • Establish clear evaluation and segmentation criteria to determine which procurement processes to retain, standardize, or externalize
  • Mitigate change management risks through stakeholder alignment, transparent communication, and robust transition plans
  • Balance centralized control with localized flexibility to maintain compliance, responsiveness, and stakeholder trust
  • Explore hybrid delivery models that combine internal strengths with external efficiencies—without compromising control 

Procurement & Supply Chain Management Program

1:20 pm - 1:25 pm Transition


Digital Transformation Program

12:15 pm - 12:45 pm Cracking the CoE Code: Investment, Design, and Lessons Learned in AI/Automation

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:

  • Define the scope and mandate of an AI/automation CoE to align with enterprise strategy
  • Build the business case and secure investment by demonstrating clear ROI and value creation
  • Explore organizational design models—centralized, federated, and hybrid—and their trade-offs
  • Establish governance frameworks that balance speed, compliance, and innovation
  • Learn from case studies of successful CoE launches, including pitfalls to avoid and lessons learned 

Digital Transformation Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Digital Transformation Program

12:50 pm - 1:20 pm Fireside Chat | Capture the Full Value of Shared Services Transformation with Measurements that Matter
Ashlie Crosby - SVP, Global Business Solutions Center, Mastercard

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 

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Ashlie Crosby

SVP, Global Business Solutions Center
Mastercard

Digital Transformation Program

1:20 pm - 1:25 pm Transition


Scope Expansion Program

12:15 pm - 12:45 pm Coming Soon!
Claudia Petrocchi - Vice President of Employee Experience and Services, CSL Behring


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Claudia Petrocchi

Vice President of Employee Experience and Services
CSL Behring

Scope Expansion Program

12:45 pm - 12:50 pm Transition

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. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Scope Expansion Program

12:50 pm - 1:20 pm Coming Soon!


Scope Expansion Program

1:20 pm - 1:25 pm Transition


Big Ideas Stage

1:25 pm - 2:00 pm Panel | Fit-for-Purpose GBS: Rethinking Operating Models for Agility, Scale, and Local Responsiveness

Srini Cherukumilli - Corporate VP, Shared Services, CRH - Oldcastle APG
Elaine Desmond - Sr. Director Enterprise Business Excellence, BJ’s Wholesale Club

The “right” GBS operating model doesn’t exist in a vacuum—it’s shaped by your services, your markets, your stakeholders, and your digital maturity. Yet many organizations still wrestle with “model confusion” (GCC vs. GBS vs. SSC vs. hybrid), unclear governance, and competing demands for global standardization and local flexibility. Join GBS leaders who’ve faced these challenges head-on will share how they’ve redesigned, repositioned, and rebranded their models to meet evolving business expectations—while navigating governance complexity, stakeholder skepticism, and the relentless push for service expansion. We will discuss:
  • Naming & Framing: Why clarifying your model (GCC, GBS, SSC, hybrid) matters for stakeholder engagement
  • Agility vs. Scale: Balancing local responsiveness with enterprise-wide standardization
  • Governance Simplified: Strategies for reducing role ambiguity and making decision rights clear
  • Model Transitions: Lessons learned in shifting from one structure to another (e.g., SSC to GBS, centralized to hybrid)
  • Digital Alignment: Ensuring your model accelerates—not slows—technology adoption and AI-enabled services
  • Change Management Realities: Winning stakeholder buy-in and overcoming resistance
  • Future Outlook: Why federated and platform-based approaches may dominate the next wave of GBS 

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Srini Cherukumilli

Corporate VP, Shared Services
CRH - Oldcastle APG

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Elaine Desmond

Sr. Director Enterprise Business Excellence
BJ’s Wholesale Club

2:00 pm - 2:05 pm SSON Close


2:05 pm - 2:10 pm End of SSOW 30 - See You Next Year!