Wednesday, March 18, 2026: Main Program

Join industry peers for a fast-paced, interactive forum focused on the real-world impact of agentic AI across Global Business Services (GBS), Global Capability Centers (GCC) and a broad range of enterprise support functions — including finance, IT, HR, procurement, supply chain, compliance, and more. This roundtable will feature real examples of AI Agents in GBS and GCC settings and highlight how leading organizations are deploying next generation solutions, while evolving talent and operating models to drive business value.  

Sponsored by: Deloitte

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• How to apply process intelligence to drive transformation across shared services
• How to identify and prioritize high-impact automation opportunities with real operational visibility
• How to create a scalable foundation for AI across shared services teams 

Sponsored by: Mimica

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Brandy Hulsey

VP, Returns & AP Solutions
McKesson

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As new technologies reshape the business landscape, Shared Services and GBS leaders are being challenged to reimagine the very foundations of how work gets done. But technology alone doesn’t drive transformation—people, processes, and performance must evolve in tandem.

• Dive into how to reengineer processes while also building the capabilities, skills, and mindset your teams need to thrive
• Examine the rise of process orchestrators and how to embed this role into your operating model
• Discuss practical strategies for driving performance, from redesigning workflows to fostering adaptability, resilience, and innovation
• Learn how to balance operational efficiency with human potential, ensuring your workforce is ready to maximize technology’s value today—and stay ahead tomorrow 

Sponsored by: KnowledgeLake

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Jakub Wojdat

Sr. Director, Global Head of Finance Shared Services
TE Connectivity

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Kirti Talwar

VP, Accounting Operations
Palo Alto Networks

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Brian Chan

VP, Finance Systems & Projects
Pet Valu

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Russell Malz

CRO
KnowledgeLake

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As Shared Services and GBS organizations look to scale and innovate, process harmonization is no longer optional—it’s foundational. Explore how leading enterprises are leveraging process mining and execution management to align siloed workflows, standardize operations, and pave the way for intelligent automation and AI. Learn how to move from fragmented execution to real-time, data-driven process excellence—turning complexity into a measurable growth driver.

• Visualize and harmonize your end-to-end processes across regions and functions using real-time process intelligence capabilities
• Benchmark global processes to identify inefficiencies, best practices, and standardization gaps
• Build a transformation roadmap that sets the groundwork for AI enablement—powered by accurate process data
• Drive change at scale by uncovering bottlenecks and automating root cause analysis
• Set AI up for success by ensuring your operations are clean, standardized, and execution-ready 

Sponsored by: Celonis

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Patrick Thompson

SVP, Global Customer Transformation
Celonis

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Durga Yeluri

Director, Performance & Profitability Optimization (P2O) CoE
Pfizer

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Shared Services and GBS organizations are entering a new era of digital finance transformation powered by Agentic AI. Beyond automation, it brings intelligent digital agents that can independently manage, optimize, and learn across the Order-to-Cash (O2C) cycle.

In this session, learn from longtime O2C innovator and Emagia Founder Veena Gundavelli how global enterprises are leveraging Agentic AI to build autonomous finance teams. See how AI agents free your teams from manual tasks to focus on strategy — accelerating cash flow, enhancing customer experience, and achieving true digital finance excellence.

What You’ll Learn

This executive-level session delivers actionable insights, frameworks, and real-world examples to help finance teams evolve from automation to autonomous execution.

• The New Human + AI Hybrid Workforce Model
•  Where AI Agents Deliver the Fastest ROI in O2C
• Real Shared Services Use Cases in Credit, Collections, Cash App & Deductions
• How to Deploy Agentic AI Safely with Guardrails 

Sponsored by: Emagia

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Veena Gundavelli

CEO
Emagia Corporation

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What if travel and expense (T&E) management wasn’t a source of frustration—but a showcase of operational excellence? Discover how next-gen Shared Services and GBS organizations are transforming T&E from a tedious back-office task into a streamlined, data-driven engine for compliance, efficiency, and visibility. Join this session to learn how companies are using intelligent automation and policy-first design to tame complexity, curb spend, and create a seamless experience for employees on the move.

• Automate away manual bottlenecks in travel booking, expense capture, and approval flows
• Bake policies into processes—no more chasing receipts, exceptions, or last-minute fire drills
• Harness real-time analytics and dashboards to track, optimize, and forecast travel spend across regions and teams
• Design one T&E framework that scales globally while respecting regional rules and nuances
• Build mobile-first, self-service experiences that win hearts while boosting speed and accuracy

T&E may not be your flashiest process—but it touches nearly everyone. Walk away inspired to make it a shining example of what process excellence can look like in a modern SSO. 

Sponsored by: SAP Concur

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Tony DeNardo

Principal Solution Advisor
SAP Concur

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Finance transformation is no longer just about cutting costs. It’s about protecting cash, maintaining compliance, and building confidence in financial data. Dive into a real-life use case that outlines how this balance was achieved by automating oversight, reducing leakage, and improving stakeholder trust. Walk away with a roadmap for uniting compliance and cash flow under a single transformation strategy.

Nathanael L'Heureux

Chief Solutions Ambassador
Oversight

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As organizations launch or expand SSO functions, the traditional focus on cost reduction is no longer enough to define success. Today’s business environment demands that SSOs deliver broader enterprise value—driving agility, compliance, customer experience, and innovation from day one. Go beyond spreadsheets and expense reductions to articulate how your function can become a catalyst for transformation.

• Learn how to measure and communicate success using value-based outcomes (e.g., improved cycle time, better compliance, stakeholder satisfaction) rather than just cost savings.
• Discover how to position your SSO as an enabler of larger business goals, such as digital transformation, resilience, regulatory readiness, and ESG outcomes.
• Get practical advice on establishing realistic baselines, KPIs, identifying leading indicators, and setting achievable targets for year one and beyond—especially when internal benchmarks are limited.
• Understand how to justify upfront spend in automation, talent, and change management—even when traditional ROI models fall short.
• Hear tips for building early momentum while laying the groundwork for sustainable, scalable value creation across the enterprise. 

John Haynes

Head of Cash Cycle Management - Aon Business Services
Aon

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Wolfgang Satori

Head of GBS Americas
Siemens

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One of the most overlooked risks in standing up a new SSO is the lack of a cohesive data strategy. Early-stage centers often face fragmented systems, unclear data ownership, and inconsistent reporting—challenges that can slow progress, hinder automation, and erode stakeholder trust. The solution? Establish a data-first mindset from the start. Together we will learn how to build a unified, enterprise-wide data foundation that supports decision-making, process visibility, and future AI-readiness.

• Dive into best practices for establishing centralized, flexible data infrastructure that aligns with your operating model and functional scope
• Define data stewardship roles, create accountability structures, and ensure high-quality inputs across functions
• Learn how to identify and map critical data flows across core processes like P2P, O2C, R2R, and procurement to eliminate blind spots and silos
• Explore tools and techniques for consolidating reporting, enhancing analytics capabilities, and building a single source of truth
• Learn from early adopters who struggled with disconnected systems and how they course-corrected to create actionable data ecosystems 

Sponsored by: ProHance

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Before you automate, map. Join this session for a step-by-step guide on how to bring order to operational complexity through process mapping and smart automation strategies specifically geared to new SSOs:

• Uncover best practices to document and analyze workflows across key shared services functions to create a solid foundation before automation by uncovering inefficiencies, bottlenecks, and variation that need addressing
• Discover how to prioritize automation opportunities that deliver immediate impact with minimal complexity
• Use process mapping as a guiding tool to align technology investments with real operational needs, ensuring automation solutions are scalable and sustainable
• Gain practical advice on challenges specific to immature SSOs, including fragmented data, lack of standardization, and change resistance—helping you navigate a smoother path to automation maturity
• Explore how involving frontline staff and stakeholders in process mapping drives buy-in and uncovers hidden insights critical for successful automation 

Debbie Lougheed

Sr. Director of Shared Services
Diocese of Orlando

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• Accelerate value realization: Create a unified knowledge layer from siloed systems that drives autonomous business operations
• Deploy autonomous agents: Move beyond simple automation. Learn how to deploy AI agents that intelligently act on information, with practical examples in contract intelligence, smart mail routing, and seamless new account setup
• Automate risk detection and remediation: Autonomously detect non-compliance issues and automatically initiate action or remediation, establishing a rapid and defensible pathway to risk reduction 

Urvish Khandwalla

Sr. Director, Product Management, GBS Portfolio & AI
Iron Mountain

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Victoria Roehrich

Sr. Director GBS Strategy and Transformation
Iron Mountain

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Too often, business units request new features without fully grasping technical complexities, while IT proposes solutions without fully understanding the business need. Add to this the rising role of information security in digital and AI initiatives, and misalignment can quickly create costly delays, frustrated stakeholders, and compliance risks.

This session explores how organizations can move from siloed conversations to shared governance models that bring business, IT, and Info Security to the same table from the start. By establishing common frameworks, aligning priorities, and embedding security into the design process, companies can accelerate transformation while ensuring trust, compliance, and business value.

Action Items:

• Establish governance frameworks that integrate business, IT, and Info Security early in the discovery process
• Use business problem framing techniques to clarify objectives before designing solutions
• Involve InfoSec proactively in AI and digital initiatives to avoid late-stage delays and risks
• Create transparent prioritization models and trade-off discussions to balance speed, value, and security
• Implement iterative feedback loops that keep business, IT, and Info Security aligned as needs evolve 

Sponsored by: KPMG

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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. 

In a time when cost control is critical and expectations for procurement continue to rise, unlocking deeper insights into category savings is a top priority for GBS and procurement leaders. Technology is now a key enabler in identifying savings opportunities, improving compliance, and ensuring procurement is a strategic lever for the business. But not all tech is created equal—and CFOs are looking for low-risk, high-impact solutions that can deliver immediate value with minimal disruption.

• Identify top vendors driving innovation in category management
• Discover tech-enabled transitions with minimal operational impact
• Discuss how to frame ROI, risk mitigation, and value realization to secure executive buy-in for savings-focused digital transformation
• Hear real examples of organizations that have harnessed tech to unlock hidden value, gain visibility, and drive performance

Sponsored by: TCS

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Procure-to-Pay (P2P) is often fractured by functional silos—where sourcing and payables operate independently, undermining enterprise value and efficiency. Explore how to unify these functions into a single, streamlined value stream that delivers measurable impact across the organization. Together we will discover how mature Shared Services environments are tackling these obstacles with automation, standardization, and end-to-end visibility.

• Reframe sourcing and payables as one cohesive, cross-functional team
• Build the business case for payables automation—even when ROI isn’t obvious
• Gain leadership buy-in for transforming non-revenue functions into efficiency engines
• Move toward invisible, automated back-office operations that free up enterprise capacity 

The traditional playbook for cost reduction in Shared Services and GBS is no longer enough. As the pressure to deliver more with less intensifies, GBS and Shared Services leaders are shifting focus—from pure efficiency to enterprise enablement. This session brings together organizations that have evolved their scope to include non-traditional, high-impact functions like sales enablement, engineering, compliance, and real estate. Join forward-thinking GBS leaders to answer the hard questions:

• How are GBS organizations moving beyond cost to deliver strategic value?
• What’s driving the inclusion of new functions like sales ops, real estate, or compliance?
• How do multi-function, multi-location, agile models unlock growth and innovation?
• What skills and leadership mindsets are required to elevate the scope of GBS?
• How do you secure buy-in for expansion and prove ROI in emerging service areas? 

Tom McFarland

SVP, Head of Customer Success Shared Services
LHH

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Joaquin Garcia Smith

HR SSC Director Americas
FLIX

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McCormick’s Technical Shared Services team stands out as a unique example of scope and value evolution, moving beyond traditional back-office functions to deliver complex, business-critical services across quality, regulatory compliance, product certification, and technical documentation.

What sets McCormick apart is the integration of these technical and regulatory services within their GBS, enabling rapid, high-quality support for both internal and external stakeholders. Their ability to deliver complex documentation within 24 hours, navigate global regulatory environments, and support business expansion into new markets demonstrates the strategic value of a mature, innovative shared services model. Join this session to:

• Explore McCormick’s journey in building and scaling their technical shared services and the challenges and opportunities of scope expansion
• Discuss lessons learned along the way in seeking to differentiate and elevate their GBS operations
• Hear how the function provides direct value to both internal (R&D, manufacturing) and external (customers, vendors) stakeholders 

Milena Biardzka

Global Delivery Lead, Technical Shared Services
McCormick & Company

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