Most shared services teams invest in automation and AI to cut costs, but miss the far bigger opportunity to lift service quality, insight generation, and business outcomes. In this tech talk, Kimberley Haines shows how pairing intelligent automation and AI with outcome‑based service design, user‑intent thinking, and inclusive digital experiences unlocks value that traditional approaches leave behind.

Drawing on real transformation examples, this session demonstrates how leading SSOs move beyond task elimination to improve decision quality, enhance accessibility, enable innovation, and elevate shared services from process engines to strategic contributors.

Key Takeaways:

• Why cost‑focused automation strategies leave most of the potential value on the table — and how to avoid the common traps

• A practical framework for identifying value creation opportunities beyond FTE savings, including analytics uplift, quality improvements, innovation enablement, and experience gains

• Real examples of automation and AI use cases that delivered measurable business impact, not just operational efficiency