Shared services O2C and AR teams face constant pressure to collect cash faster, reduce Days Sales Outstanding (DSO), and manage increasing invoice volumes without adding headcount. While most teams already rely heavily on automation, they still spend time manually managing exceptions and chasing follow-ups because most automation tools are rule-based and rigid, leading to incremental automation without real business value.

This workshop explores how Shared Services O2C and AR teams can adopt agentic AI to drive real business impact. It will cover where AI agents deliver the most value, how they integrate with existing systems, and how to maintain control and compliance. Attendees will leave with a clear understanding of how AI agents can reduce DSO and save time.

• Where agentic AI delivers the fastest impact across the O2C and AR lifecycle

• How AI agents work with your ERP, billing tools, and inbox workflows

• How to set up AI safely, with proper approvals, human-in-the-loop, audit trails, and rules for exceptions

• Real examples showing faster collections, lower DSO, and time saved for your team

Sponsored by: Paraglide.ai

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Rasmus Areskoug

CEO & co-founder
Paraglide

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The next paradigm shift for the Office of the CFO is here: Agentic Financial Operations. This new operating model transforms static, periodic processes into a continuous, intelligent, and auditable system of orchestration.

This interactive workshop explores how to make Agentic Financial Operations a reality. We will introduce BlackLine Verity™, a comprehensive suite of trusted AI capabilities that delivers a new digital workforce organizations can use every day. We will demonstrate how to reframe your transformation strategy from the "outside-in," starting with the most critical and customer-facing processes to build momentum and drive immediate value.

• Starting from the Outside-In with Invoice-to-Cash (I2C): Deep-dive into how an AI-augmented workforce can transform the complex buyer-supplier relationship

• From Invoice-to-Cash Wins to Record-to-Report Impact: This is more than just simplifying reconciliations. We'll show how the intelligence and efficiency gained in Invoice-to-Cash, flow directly into the Record-to-Report cycle.

• Unifying Your Workforce with the "Automate, Assist, Human" Framework: See how a digital workforce of AI agents, directed by an AI team lead, can be applied in a practical framework

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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Maria Saggese

GBS Solution Lead Partner Global & Europe West
EY

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As Global Business Services (GBS) organizations are expected to deliver faster outcomes, higher productivity, and greater strategic impact, many leaders are reaching the limits of traditional automation and incremental digital improvement. A new inflection point is emerging: agentic AI, where intelligent systems move beyond task execution to proactively manage, coordinate, and resolve work across end-to-end services. This shift represents a powerful opportunity for GBS to accelerate value – not through technology alone, but through smarter operating models.

 This interactive workshop session will:

• Offer a shared perspective on why agentic AI is relevant now for GBS, focusing on market pressures, talent constraints, and rising expectations from enterprise stakeholders. We will highlight how leading enterprises are already leveraging agentic approaches to improve service outcomes, decision quality, and scalability

• Hold interactive breakout discussions with attending clients, centered on four practical acceleration themes. We will explore where agentic solutions deliver the highest business value in GBS, including finance, HR, IT, procurement, and customer operations

• Discuss how to accelerate adoption and trust, addressing change, governance, and workforce readiness

• Examine how to move from pilots to measurable business impact, using Capgemini’s proven frameworks, reusable assets, and playbooks that help GBS teams shorten time to value and reduce execution risk

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 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?

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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Dagmara Dominguez-Zyrek

Senior Director, FP&A
PepsiCo

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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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The session will examine transformation enablers, governance design, and change management strategies from the ambitious transformation from Man Truck & Bus, offering practical insights into transitioning and scaling operations while maintaining service quality and stakeholder trust in a complex, global manufacturing environment.

· Our journey of transitioning from traditional shared services to GBS focusing on operating model design and expansion

· Change management across global teams: what have been the key challenges

· Measuring value: cost, quality, and business impact

J.C. Gustafsson-Klein

VP, Head of Operations & Transitions
Man Truck & Bus

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José Bettencourt

Head of Operations and Transitions, GBS Portugal
MAN Truck & Bus Portugal

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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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Marcus Millership

SVP, GBS Strategy & Service Management
Rolls-Royce

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Carla Pinto

Head of GBS Strategy and Service Management
Carrier

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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

J.C. Gustafsson-Klein

VP, Head of Operations & Transitions
Man Truck & Bus

See Bio

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

See Bio

• Address the adoption barriers in GBS: trust in AI and operating model change
• Reinventing GBS capabilities that make AI “business-as-usual”
•  Proof points of reinvention with “show-me” example

Sponsored by: Adaptive Group LTD

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Pawel Plocki

Managing Director Global Business Services
TRUMPF

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Robert Godziszewski

Executive Business Director
Adaptive Solutions Advisory Group

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As organisations increasingly deploy AI and automation at scale, success depends less on technology and more on how these capabilities are managed as part of a holistic workforce. Sharing examples from finance shared services and customer operations, we examine where AI should sit between Business Unit IT (BUIT) and shared services, and how best-of-breed versus best-of-suite strategies can unlock true end-to-end service outcomes.

• Managing AI like a workforce: training, learning loops, and accountability - shifting leadership focus from tools to service outcomes

• Why AI is fundamentally process-driven rather than IT-driven, and how effective collaboration between BUIT and shared services is critical for success

• Best-of-Breed vs. Best-of-Suite Automation: Combining multiple automation and AI tools (e.g., agentic AI, intelligent document processing), with practical lessons from finance shared services use cases

Dr. Frank Schüler

Managing Director Global Service Center
DHL Global Forwarding and Freight

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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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Pieter de Bruijn Bruijn

VP Accounting EMEA
Digital Realty

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Anett Szarka

Process Improvement Lead
MOL Group

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Rafał Duda

Director, Global Process Owner O2C
Smith+Nephew

See Bio