Shared Services & GBS Select Leadership Summit
Orlando, FL
Main Conference Day 2 - Tuesday, March 25, 2025
8:00 am - 9:00 am
EST
Executive Breakfast
8:50 am - 9:20 am
EST
Fireside Chat - Agentic AI: Closing the Gap Between Tech Ambitions and Real-World Demands
Kenneth Upchurch -
Global Head of AI Automation,
Paysafe
Katie Mayer - Delivery Lead, Ciklum
As businesses accelerate their pursuit of AI-driven transformation, many discover that advanced technology strategies don’t always translate smoothly into everyday operations. In this engaging fireside chat, Katie Mayer and Kenneth Upchurch will explore how Agentic AI—combining adaptive NLP with autonomous decision-making—can tackle operational bottlenecks such as auto-triaging of code fixes. Drawing on real-world lessons from Paysafe’s journey, they’ll highlight the convergence of technology ecosystems with practical business demands, revealing how to bridge the CIO-CTO divide and unify siloed teams.
Join this session to:
- Explore practical applications of Agentic AI for streamlined workflows and rapid issue resolution
- Learn strategies for aligning AI ambitions with day-to-day operational needs and constraints
- Understand how to foster collaboration among stakeholders and close gaps between IT and business leaders
Sponsored by: Ciklum
9:20 am - 9:45 am
EST
Panel GBS as a Catalyst for Internal Transformation and Innovation
Tom Bangemann -
Head of Data, Development & Research,
SSON Research & Analytics
Transform GBS from a cost-centric function into a strategic engine that drives internal transformation and business growth. This session will explore how GBS can redefine its role to lead innovation and strategic initiatives, creating substantial value beyond transactional functions.
· Position GBS as a driver of organizational change by focusing on strategic projects that align with company-wide goals
· Evolve the GBS role to emphasize ownership and transformation of business operations, moving beyond traditional cost efficiency
· Leverage GBS capabilities to innovate processes and services, fostering sustained competitive advantage
Challenge Rounds
9:45 am - 10:15 am Building the GBS of the Future: Strategic Investments for Growth April Russo - VP, Compliance and Transformation, GannettThis challenge round will focus on creating a five-year financial application strategy and leveraging operational insights to prepare for growth. Discuss actionable approaches to balancing efficiency, productivity, and strategic investment to ensure GBS stays ahead in a dynamic business environment.
- Transform analytics and operational tools to uncover growth opportunities and improve decision-making
- Transition from cost-cutting initiatives to investments that drive transparency, productivity, and long-term value.
Challenge Rounds
10:15 am - 10:45 am Break Down Silos, Boost Your Bottom Line: The Power of Cross-Functional Collaboration in Shared Services Ahmed Jenkins - Head Americas Global Shared Services, IFFTired of departmental roadblocks? Want to drive innovation and improve efficiency? Cross-functional collaboration is the key.
This session will provide solutions to common challenges, offering strategies to break down silos and foster effective teamwork.
- Build high-performing cross-functional teams to drive shared goals
- Enhance communication and collaboration across departments
- Measure and optimize the impact of cross-functional initiatives on business outcomes
1:1 Business Meetings
9:45 am - 10:15 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
10:15 am - 10:45 am 1:1 BUSINESS MEETINGS
10:45 am - 11:15 am
EST
Networking Break
11:15 am - 11:45 am
EST
Bring your Own Challenge
Take time to engage with peers and new connections to dive into the challenges on your plate. Benchmark and share experiences in small groups to move the needle on your projects and take away action items to inspire the next steps for your organization.
Develop a comprehensive roadmap for key shared services functions that integrates productivity goals and automation. This session equips GBS executives with the tools to design actionable roadmaps that enhance efficiency and drive measurable outcomes.
• Create detailed roadmaps for key shared services functions with clear productivity goals
• Integrate automation to streamline processes and boost operational efficiency
• Visualize and implement strategic plans that align with overall business objectives
1:1 Business Meetings
11:45 am - 12:15 pm 1:1 Business Meetings
12:15 pm - 1:15 pm
EST
Executive Lunch
Ruchi Gupta - GBS Practice Leader, Teleperformance
Elevate your GBS and shared services performance by embracing a customer-centric approach that drives loyalty and satisfaction. This session will explore advanced strategies to align your operations with evolving customer expectations, leveraging analytics and engagement for superior outcomes. In this session, attendees will discuss how to:
• Utilize advanced analytics to enhance Net Promoter Scores (NPS) and customer loyalty
• Design shared services processes centered around customer needs
• Implement continuous feedback mechanisms to adapt and improve service delivery
Stefan A. Schmid
Chief Customer Officer and Global Head of Allianz ConsultingAllianz Services
1:1 Business Meetings
1:15 pm - 1:45 pm 1:1 BUSINESS MEETINGSDiscover how to break down silos to create seamless collaboration and enhance efficiency in your global operations. This session will share strategies to build cohesive cross-border teams and align processes for unified success.
• Implement frameworks for effective communication and cooperation across geographies and cultures.
• Align global teams with consistent metrics and goals to drive operational harmony
