The Missing Layer: Why Agentic AI in GBS Starts with Experience

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This webinar will take place on:
30 September, 2026
11:00 AM - 11:45 AM EDT

Agentic AI is becoming a strategic priority for GBS leaders, but technology alone will not deliver transformation. Drawing on EY thought leadership, ServiceNow innovation and Organon real-world experience, this session explores why the employee experience layer is emerging as the critical foundation for scalable AI adoption. Attendees will hear not only the strategy and technology vision, but also a practical client perspective from Organon on the realities of transforming enterprise services and preparing for AI-enabled operations at scale.

The combination of EY thought leadership, ServiceNow innovation and a real-world Organon client perspective differentiates this session. Rather than focusing solely on technology, attendees will hear how a leading enterprise is approaching service transformation, employee experience and AI adoption while seeing AI-enabled workflows 11:00 in action.

Key takeaways:

Why employee experience is the foundation for scalable Agentic AI in GBS
How governance, workflow orchestration and knowledge foundations accelerate AI adoption
Real-world lessons and practical considerations from Organon's transformation journey

Speakers

Dominik Loerts
Partner, EY-ServiceNow Alliance
EY

Dominik Loerts is a Partner at EY Consulting Germany, specializing in Enterprise Service Management and ServiceNow-enabled transformations. He advises international organizations on establishing scalable service delivery models, modernizing shared services, and leveraging digital platforms to drive efficiency, governance, and business value.

Eleanor Sugrue
Global Business Services GTM EMEA
ServiceNow

Eleanor Sugrue is a Global Business Services (GBS) GTM leader at ServiceNow, helping customers and partners across EMEA drive business transformation through modern operating models and digital innovation. She brings a unique combination of advisory, operational, and go-to-market experience, supporting organizations as they scale efficiency, improve customer outcomes, and unlock business value through GBS. Prior to her current role, Eleanor worked within ServiceNow's Customer & Transformation Advisory team, guiding enterprise transformation strategies and business services modernization. Before joining ServiceNow, she held senior leadership positions at Vodafone, leading large-scale global business services, strategy, and transformation initiatives. Earlier in her career, she spent more than a decade at Accenture specializing in operating model design, organizational change, and business transformation. Her experience makes her a trusted advisor to organizations navigating complex enterprise change and shared services transformation.