DRIVING END-TO-END TRANSFORMATION THROUGH GBS

20 - 22 October 2026 | Amsterdam RAI, Amsterdam, Netherlands

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Jan Nikus

Vice President KONE Business Services KONE, Inc.

Since more than 15 years Jan Nikus is leading the transformation and operations of business services organizations on a global basis in the manufacturing / pharmaceutical / technology industries. Jan is originally from Finland and has an Executive MBA from the Kellogg School of Management in the USA and a Diplom Kaufmann degree from the University of Cologne, Germany. Currently Jan leads KONE Business Services (GBS) at the people flow – leader KONE (Nasdaq Helsinki). KONE Business Services is on full speed in becoming a transformation engine and productivity powerhouse for KONE, making the strategy happen.

Conference Day 1: Wednesday 21st October

2:30 PM CASE STUDY: HOW TO TURN UX INTO THE GROWTH ENGINE FOR GBS IN UNCERTAIN TIMES

In an era shaped by economic uncertainty, accelerating AI adoption, and rising expectations, GBS organisations are hitting the ceiling of traditional cost-cutting models. As efficiency gains plateau, leaders must rethink how value is created. This keynote reveals how a UX-first mindset, focused on radically improving the experience of 20,000+ internal users, can transform GBS from a cost center into a trusted, strategic growth driver that enables adoption, builds credibility, and unlocks new value.

• Build trust with business stakeholders by designing GBS services around real user journeys and frustrations

• Drive adoption and engagement by making services radically simpler, clearer, and more intuitive

• Measure what truly matters by introducing experience-based KPIs alongside traditional cost metrics, and a "UX everyday & everywhere" culture of ownership

• Elevate GBS's strategic role by aligning UX improvements directly with enterprise priorities and outcomes

3:00 PM THE TOP 20 MOST ADMIRED SSO/GBS BENCHMARK LEADERS: OPTIMIZING PERFORMANCE WITH TRUSTED INDUSTRY BENCHMARKS

SSON Research & Analytics provides the benchmark metrics that guide top-performing SSO/GBS. This session will introduce two of the "Top 20 Most Admired SSO" list and explain how they make decisions based on industry benchmarks. We will also showcase some of the "Top 20" aggregated metrics hosted in SSON's Research & Analytics platform and explain how they are being used day-to-day.

Check out the incredible speaker line-up to see who will be joining Jan.

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