Catapulting your move to a digital GBS model: The key to digital service delivery

Exploring the critical components of digital service delivery and taking advantage of Future of Work trends

This webinar will take place on:
November 19, 2020
04:00 PM - 05:00 PM GMT

Join us for a panel discussion with industry leaders as they share their experience on the journey to creating a digital-first GBS as part of a Future of Work strategy.

The panel will discuss the practical reality of building a strategy for digitized support experiences, and zoom in on the technology that underpins change and transformation and its people, culture and skills considerations.

Accelerate your digital service delivery

There is a lot of content emerging on Future of Work, but what does it mean in practice and where do you start your journey?

This will be a practical yet inspiring session on speeding the path of adoption to digital service delivery as a core component of your GBS model, focused on practitioner challenges and lessons learned.

We’ll also explore the role of measurement. What should you set out to achieve and measure that will prove the value and deliver certainty of success in a digital GBS?

What you’ll learn

  • The interplay between people and technology when it comes to digital adoption
  • The importance of user experience and engagement when moving to a digital GBS
  • Tactics and strategies for creating efficiencies, reducing costs, increasing self-service support and measuring success


Manoj Kalra
SVP & Head of GBS

Manoj is the global head of the Group Business Services of DSM. His responsibilities include managing Finance, Procurement, IT, Analytics & HR services for DSM.

Prior to this role, he has been associated with corporates namely McKinsey & Co, Lehman Brothers, Reuters, Agilent Technologies, Crompton Greaves & ITI.

Manoj has a proven track record of building high performing teams, defining strategy and managing operations across various global locations.

Prashant Arora
Service Management Head - Global

Prashant is an IT veteran with 12+ years of assorted experience in the best practices of IT Service Management, Agile, DevOps, information and content management, storage, cloud computing and virtualization. He has worked with major organizations such as IBM, American Express, EMC, Wipro Technologies and Sears Holdings India with domain expertise in Information Technology, Banking and Finance and Retail.

In his current role, Prashant works for leading Health, Hygiene and Nutrition provider RB, helping to transform their IT practices for better agility and elevated client experience.

Mark Lewis
Senior Consultant

For over 30 years, and recognised in the market as one of the UK’s leading practitioners, Mark has specialised in transactions for, and advice on, the acquisition and use of IT products, systems and services and business process services, including all forms of outsourcing and managed and shared services transactions. Many of them are mission- or business-critical for his clients.

Astrid Hartman
Director of Group Business Services

Astrid is Director of Group Business Services at Rolls-Royce. As a dynamic operations executive with 15+ years of experience mobilizing large-scale change, she is an energetic and curious leader who is passionate about driving change, developing innovative solutions, and resolving important business issues.

She previously held multiple senior management positions at Hewlett-Packard and Lufthansa, where she drove tremendous revenue growth, infused performance and improvement culture and dramatically improved customer satisfaction.


Mark Barlow
CEO and Founder

Mark is a technology entrepreneur and founder and CEO of AppLearn, a pioneering leader in the global Digital Adoption Platform market.

With over 25 years’ experience founding and leading successful technology businesses, his vision today is to help organizations bring certainty of success to digital transformation investments by re-engineering users’ digital experiences.

He strongly believes that to unlock the true value from the deployment of technology we need to transform the way in which users engage with it.

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