George Penton

As shared services mature, the challenge shifts from establishing stability to avoiding stagnation. Organizations that continue to deliver “good enough” risk falling behind in an environment defined by rapid change, rising expectations, and accelerating digital capability. The next phase of shared services maturity is about intentionally expanding value—through innovation, advanced analytics, and more responsive, customer-centered operating models.

This workshop focuses on the strategies and decisions required to evolve shared services beyond optimization and into a true value engine for the enterprise. Participants will explore practical approaches to:

• Quantify and prioritize AI and automation investments to drive measurable efficiency, cost savings, and performance improvement
• Redesign processes and experiences around the customer, elevating satisfaction while increasing consistency and scalability
• Strengthen data management and analytics capabilities to enable insight-driven decision-making and performance transparency
• Address workforce and skillset evolution, building agility and capabilities aligned to emerging demands
• Optimize sourcing and delivery models, including GBS structures, to better support changing organizational objectives
• Embed governance and value-tracking mechanisms to ensure benefits realization and sustained performance over time
• Align shared services strategy with enterprise transformation initiatives, including digital, finance, and operating model change

By focusing on advanced capabilities and intentional evolution, this session equips leaders with a clear roadmap to unlock the next phase of shared services maturity and sustain long-term enterprise value.