Vendor management becomes a critical lever for driving sustainable cost optimisation and long-term competitive advantage. Join this session to hear how you can master vendor management and deliver strategic business outcomes.

• Identifying the vendors most critical to business outcomes and prioritising relationship management accordingly

• Building governance structures that foster transparency, trust and accountability

• Negotiating win–win agreements that incentivise innovation and value creation, not just cost savings

• Defining KPIs and scorecards that reflect strategic objectives, customer impact and operational performance

• Implementing continuous improvement programs with vendors to drive long-term results

Explore the role of Global Business Services (GBS) in Invoice-to-Cash (I2C) digital transformation. Uncover trends, strategies and practical insights to navigate the complexities of this evolution. Industry experts will share best practices, case studies and actionable techniques, providing participants with the tools to optimise finance processes for sustained success.

• Stay ahead of the curve by understanding the latest developments and trends shaping the GBS and I2C landscape

• Learn proven strategies to initiate and manage a successful digital transformation in the Invoice-to-Cash process (within the framework of Global Business Services)

• Explore a curated set of best practices that can be implemented to optimise your finance processes, enhance efficiency and streamline the Invoice-to-Cash workflow

• Walk away with tangible, actionable techniques that you can immediately implement in your organisation to drive positive change and maximise the benefits of digital transformation

Sponsored by: BlackLine

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Brian Morgan

Senior Director, Strategy and Go To Market – Invoice to Cash
Blackline

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As Global Business Services (GBS) organizations expand into broader functional scopes and deliver increasingly complex services, operating models and service management frameworks must evolve. Traditional workflows designed around ticket routing and reactive support are no longer sufficient. The rise of Agentic AI - AI that can act autonomously, make decisions, and execute work on behalf of users - is redefining how services are designed, orchestrated, and continuously improved.

This session explores how leading GBS organisations are harnessing Agentic AI capabilities to elevate service performance, reduce manual workload, and transform the employee experience.

• Redesign the Service Management Framework to connect processes, data, and journeys across a matrixed global organisation

• Establish business partnering roles and a unified “front door” experience enhanced by AI-driven guidance

• Deploy Agentic AI to transition from case handling to case prevention — resolving issues without tickets, anticipating client’s service requests, orchestrating workflows end-to-end, and enforcing policy automatically

• Use predictive insights and autonomous performance steering to optimize SLAs, drive continuous improvement, and measure value creation in real time

Fausto Grelli, Head of Enterprise Service Management, McDonald’s

Dominik Loerts, Partner, Technology Consulting (Data & Analytics), EY

Maria Saggese, GBS Solution Lead Partner Global & EMEIA, EY

Sponsored by: Ernst & Young

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Dominik Loerts

Partner, Technology Consulting (Data & Analytics)
Ernst & Young Ltd

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Fausto Grelli

Head of Enterprise Service Management
McDonald’s

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As the boundaries between human and machine intelligence overlap, the potential of Agentic AI to revolutionize Business Operations is becoming increasingly evident. This workshop will explore practical applications of Agentic AI within targeted functions, providing attendees with insights and strategies to harness its power to effect impactful transformation.

• Identify Agentic AI Use Cases: discover specific applications that can deliver tangible benefits within Shared Services organizations, such as automating document generation, improving customer service and optimizing processes.

• Promote security awareness: review privacy pitfalls to avoid with respect to purpose limitations and incorporate robust data governance with systematic reviews.

• Overcome challenges: learn to address common challenges associated with Agentic AI implementation, including data quality, ethical considerations and workforce integration

Sponsored by: Capgemini

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This workshop will share key challenges and pitfalls encountered during e-invoicing projects. Join the session to hear practical insights on how to overcome key challenges from implementation hurdles to integration complexities.

• Typical challenges of e-invoicing implementation projects

• The obvious and not-so-obvious mistakes in early stages of implementation

• The reasons e-invoicing programs are often more time-consuming than expected

• To what extent companies are employing additional resources (e.g. external advisors, extra staff) to complete implementations

• What to know about integrating with other systems to avoid common pitfalls

This workshop showcases how Autonomous Finance capabilities reduce manual effort, increase accuracy and free teams to focus on strategic initiatives. Attendees will see how automation and AI-guided insights work together to drive measurable business value.

• Understand where Automated vs. Assisted AI create the highest value in finance workflows

• Learn practical use cases across order-to-cash, credit, collections and forecasting

• Identify criteria for prioritizing AI opportunities and measuring ROI

• Develop a realistic roadmap for adoption, change management and scaling AI initiatives

Sponsored by: HighRadius

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Despite access to global talent, robust platforms and transformation programs, most enterprises still face Global Capabilities execution failure, program slippage, unaligned teams, or delivery friction. This session introduces a new approach and showcases how Aokah integrates AI-driven foresight with human orchestration to help organisations build, scale and optimize global capabilities.

• Why global capability programs fail and what can we do about it?

• Introducing the Five Aokah Wisdom Foundations: Program, Geo, Ecosystem, Talent, Delivery

• How Service-as-Software elevates transformation by combining real-time insights, alignment, risk mapping, scaling pathways, and self-healing execution.

• How enterprises can architect multi-center, multi-vendor, and multi-capability models that are inherently resilient, adaptive, and outcome-driven

Sponsored by: Aokah

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Atul Vashistha

Chairman and CEO
Aokah

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As automation at scale is transforming finance processes and operating models, GBS should play an even more pivotal role to increase service scope and impact in non-transactional disciplines like FP&A. Let’s turn challenges into opportunities and share insights and opinions on how to develop FP&A capabilities in GBS, enable integration and standardisation of services and impress business stakeholder with value-adding services. We will focus our interactive exchange on key elements to increase functional efficiency and impact, including operating model elements and best practices for implementation:

Sponsored by: Ernst & Young

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Christian Willenbruch

Director, Finance Transformation Lead
EY

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Building on Everest Group’s latest research, this workshop explores the evolving paradigm of the GBS sourcing models. Through a blend of forward-looking provocations and a practical sourcing-portfolio framework, delegates will uncover emerging trends, challenge traditional assumptions, and identify strategic opportunities to reinvent their GBS operating models.

• Learn how to build a balanced sourcing portfolio that integrates location strategy, vendor optimisation, and future-ready talent planning

• Challenge traditional GBS models and examine how shifting market forces are reshaping the value proposition

• Understand the strategic implications of AI, automation, and workforce transformation on sourcing, service delivery, and operating model design

Sponsored by: Everest Group

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Rohitashwa Aggarwal

Partner
Everest Group

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This workshop is designed to provide tangible insights on achieving service and operational excellence for finance shared services through effective performance management metrics

• Understand how KPIs can be used to monitor the efficiency of shared services functions like billing, payroll and accounts payable/receivable

• Developing and defining the most impactful GBS Process KPIs

• How to leverage the metrics to drive positive impact on automation and business outcome?

• How are we leveraging these metrics for strategy and digital transformation?

The AI revolution reshapes the art and science of planning and delivering change. Embrace the future of change management by exploring how AI can streamline the execution of initiatives and empower your GBS teams to navigate change with confidence and clarity. This session aims to inspire you to apply the latest technological solutions to the most impactful use cases in the OCM field. Join us and learn practical strategies to accelerate change adoption while maintaining strong employee engagement:

·       Leverage historical and real-time data to forecast change impacts and identify potential risks

·       Use Natural Language Processing tools to analyse sentiment from surveys and communications, pinpointing areas of resistance and opportunities for more targeted messaging

·       Enhance stakeholder engagement by automating routine queries and providing real-time support during transitions

·       Using AI-driven insights, develop tailored strategies for different employee groups, ensuring that communications and training align with individual needs

·       Streamline routine processes so that change managers can focus on strategic decision-making

·       Build a Human-AI Partnership by learning best practices for integrating AI without losing sight of personal interactions

Sponsored by: Adaptive Group LTD

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Grzegorz Ruszała

Senior Manager & OCM Lead
Adaptive Solutions & Advisory Group

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• Key insights on the journey of launching GBS: which factors and elements are crucial for success?

• Developing a true multi-functional solution hub - all from scratch

• Creating value from day one: building service management, project management, operational excellence and other key capabilities

• Getting the culture right from the get-go

Vanessa Rechter

Vice President, Global Business Services
Copeland

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Pawel Kalinowski

Head of GBS Strategy and Service Management
Organon USA, Inc

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From its established centre in Barcelona, Duracell is embarking on a strategic expansion with the launch of a new centre in Costa Rica, integrating additional functions and moving towards an end-to-end service delivery model. Join Christian as he shares the key learnings from this journey, including:

· Overcoming a culture of “abundance” to create a true transformation platform

· How not to lose focus when expanding geographically and functionally, and while maturing the delivery model

· Ensuring transformation success by focusing on knowledge transfer and talent development

· Building a flexible and scalable global service delivery model

Evolving from a traditional back-office function to a value-enabling partner requires redefining service scope, leveraging technology, and aligning closely with business goals to drive measurable impact and strategic growth.

• Explore strategies to transition back-office operations into proactive, value-generating partners supporting core business objectives

• Leverage digital tools and analytics to provide actionable insights and enhance decision-making across the organization

• Align services with business priorities to move beyond transactional support toward strategic influence and measurable outcomes

• Foster cross-functional collaboration and a culture of innovation to expand the service scope and demonstrate value

• Actively engaging with business units to identify their need

With the deadline for S4HANA transformation growing ever closer, organisations are evaluating their transformation strategies and how they can get the most out of this investment. This case study will explore how Syensqo are using this as an opportunity to redesign global processes and reach a new level of standardisation. This session will uncover how their S4HANA journey is tied to the goal of GBS taking on 50% of the organisations business services, ensuring that the whole business is bought into the roadmap.

• Leapfrogging with S4HANA: the journey towards globally standard processes and data - what are the key challenges and best practices?

• Aligning the operating model with standard global processes and enabling standard service management

• Focusing on customer experience and business engagement for a better outcome

• Driving effective change agenda to make go-live easy and frictionless

• Paving the road to digital GBS

Ana Martins

Head of GBS
Syensqo

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Building a truly innovative GBS organization requires reimagining processes, leveraging emerging technologies and fostering a culture of collaboration, agility and continuous improvement to drive measurable business impact.

• Explore how GBS can integrate automation, AI, and analytics to transform service delivery and enhance operational efficiency

• Understand the role of culture, talent development, and leadership in driving innovation across global business services

• Identify strategies to balance standardization with flexibility, enabling responsiveness to evolving business needs

• Examine metrics and governance models that measure innovation success and sustain continuous improvement within GBS

Over the past few years, what began as a small proof of concept with attended finance bots from the Landmark Group has rapidly evolved into an automation ecosystem of more than 500 bots operating across multiple functions.

This session will share how the team scaled, why they diversified their tooling strategy, and how they are repositioning the automation estate for the next generation of digital operations.

• Establish a disciplined and empowered CoE to scale automation rapidly while ensuring enterprise-wide governance

• Design automation intentionally, not as pure-play RPA, but as a layered system where intelligence, orchestration, and integration drive value

• Transition towards agentic workflows by consolidating the bot fleet and re-aligning priorities and capabilities

Finance teams are under increasing pressure to manage ever-expanding data volumes while still delivering accurate, real-time insights. Clean, centralised, and intelligently structured data has become the backbone of modern finance transformation, fuelling automation, accelerating reporting cycles, and enabling more agile, data-driven decision-making. In this panel discussion, discover how live reporting and AI-enabled processes help organisations harness large, complex data sets, scale efficiently, and stay competitive in a rapidly changing environment.

• Unlock faster insights by storing, processing, and instantly accessing massive data sets

• Anticipate business needs by mining historical data to uncover patterns, trends, and predictive signals

• Optimise resources through dynamic, real-time reporting that allows teams to reallocate effort where it’s needed most

• Ensure consistency and control by standardising data practices across systems, regions, and business units

Natalia Mietek-Staszewska

IT&D Business Process Owner - RTR
Reckitt

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Sibel Ibram

VRO Lead, Record to Report Business Excellence
BAT Global Business Services

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