Patricia Ferris

Well-designed shared services don’t just improve efficiency, they establish a durable foundation for operational excellence, superior customer experiences, and sustained value creation. Getting the fundamentals right requires intentional design choices across scope, governance, processes, technology, and the customer experience, before scale and optimization can truly succeed.

This workshop provides a practical, design-led roadmap for establishing or strengthening the core building blocks of a shared services model. Participants will gain hands-on guidance and tools to:

• Define and align the foundational elements of shared services, including objectives, scope, operating model, and governance, and build a compelling business case with measurable outcomes
• Design customer-centric processes and experiences that drive adoption, satisfaction, and trust from the start
• Embed enabling technology early, incorporating , AI, automation, and data analytics to support scalable, insight-driven operations
• Plan and execute transitions effectively, managing change, mitigating risk, and securing stakeholder alignment throughout the journey

By focusing on the fundamentals, this session equips leaders with the clarity and structure needed to design shared services that are resilient, scalable, and positioned to deliver long-term value.