Shared Services & Outsourcing Week Conference
Main Day Two, Wednesday, 17, September, 2025
Big Idea Stage
8:00 am - 8:50 am
Breakfast and Networking
8:50 am - 9:00 am
SSOW/Chairperson's Opening
9:00 am - 9:40 am
The Future of Shared Services: Driving and Proving Value in the Age of Technology
Karen Davis -
VP, Contact to Resolution (Shared Business Services),
US Foods
Guy Babbitt - Senior Vice President Shared Business Services, US Foods
The digital age demands a radical reimagining of shared services, transforming them from transactional hubs to strategic value engines. This keynote will unpack how organizations can leverage digital technologies—automation, AI, and advanced analytics—to deliver demonstrable impact and redefine shared services by considering the integration of unconventional functions into shared services. We'll explore strategies for optimizing operations, crafting exceptional customer and employee experiences, and rigorously proving ROI through data-driven insights.
9:40 am - 10:10 am
The 2025 State of the Shared Services & GBS Industry Survey & Highlights
The shared services model is not only in growth mode, but also increasingly shifting towards “Global Business Services” – the most effective means to achieving end-to-end process integration. Presented by SSON Research & Analytics, this data-rich session will:
- Highlight the tremendous expansion in service in modern shared services
- Recognize the capabilities that allow the model to shift from administration to core business support
- Discuss advances in data, automation and AI
- Review the most disruptive trends that taking our industry to the next level of value creation
10:10 am - 10:50 am
Networking Break and Demo Drive
10:40 am - 12:10 pm
Peer-to-Peer Interactive Discussion Groups - Select 2 topics
Break into IDGs – 2 IDGs @ 40 minutes each 10:50 – 11:30 am and 11:40 – 12:20 pm
Group 3
IDG 1
10:40 am - 12:15 pm Rethinking Risk, Spend & Compliance in the Age of AI-Powered Shared ServicesSponsored by: Oversight
IDG 2
10:40 am - 12:15 pm How Can I Overcome the Challenges of Moving from manual to Technology-Driven Processes? Sam Cohen - GBS Transformation, Otis Elevator Co
IDG 3
10:40 am - 12:15 pm Why Enterprises are going beyond AI agents to AI employees?Sponsored by: Supervity
IDG4
10:40 am - 12:15 pm Set up your HRIS System: Tech and TalentIDG 5
10:40 am - 12:15 pm Streamlining Order-to-Cash: Improving End-to-End Efficiency for Accelerated Cash FlowIDG 6
10:40 am - 12:15 pm Execute a Global Process Strategy to Ensure Efficiency and Alignment Across Operations
12:15 pm - 1:15 pm
Networking Luncheon
Data
1:15 pm - 1:45 pm Data-Driven Collections: Using AI to Unlock Cash Flow and Insights in O2C Juliano Godoy - GM, Agile Enterprise Services, Philips 66In the Order-to-Cash cycle, collections is not only resource-intensive — it’s also a goldmine of untapped data. This session explores how one organization transformed collections by applying AI to streamline repetitive tasks and harness real-time data for smarter decision-making.
You’ll learn how AI automation of dunning emails, remittance follow-ups, and cash application freed up staff to focus on strategic accounts. More importantly, discover how AI-powered tools integrated with internal systems now give collectors instant access to actionable invoice and customer data — eliminating the delays and silos of traditional ERP reporting.
Process Excellence
1:15 pm - 1:45 pm One World, One P2P: Achieve Global HarmonyMore details to come!
Sponsored by: Thomson Reuters
Workforce Management
1:15 pm - 1:45 pm The HR Analytics Toolkit: Engagement and Self-ServiceIn the modern HR landscape, shared services are no longer judged solely on transactional efficiency; they're evaluated on their strategic impact. This session delves into the critical role of metrics and analytics in demonstrating the value of HR shared services, focusing on the pivotal measures of employee engagement and self-service efficacy. We'll explore how to establish a robust framework for collecting, analyzing, and interpreting data, enabling HR teams to move beyond reactive service delivery and embrace a proactive, data-driven approach.
Sponsored by: herronpalmer
1:45 pm - 1:50 pm
Transition
Data
1:55 pm - 2:25 pm The Hidden Catalyst in GBS Transformation: Trustworthy, Empirical DataMore Details to come.
Sponsored by: ProHance
Process Excellence
1:55 pm - 2:25 pm GBS Evolution: Navigating Digital Transformation in Invoice-to-CashMore Details to Come.
Sponsored by: BlackLine
Workforce Management
1:55 pm - 2:25 pm The New Hire Experience: Comprehensive Onboarding Strategies EJ Santos - Head of Farmers Business Services, Farmers InsuranceModern onboarding transcends basic paperwork; it's about crafting a welcoming and efficient experience for both new hires and their managers. This session delves into the strategic implementation of comprehensive new hire resources, designed to foster engagement and accelerate integration. We'll explore the creation of user-friendly digital portals that house essential policy acknowledgements, ensuring compliance while providing transparent access to company guidelines. Beyond compliance, we'll examine the power of structured "Meet and Greet" sessions, strategically scheduled throughout the first few weeks, to build connections and foster a sense of belonging.
2:25 pm - 2:30 pm
Transition
Data
2:30 pm - 3:00 pm Beyond Spreadsheets: Unlocking R2R Insights Through Integrated Data and Dashboards Claudia Baqueiro - LATAM SSC R2R Director, PepsiCoThe Record to Report process often encounters a significant gap in readily available, purpose-built technology solutions for metrics and dashboard creation. This session addresses this challenge by providing a comprehensive exploration of diverse and effective technologies that can be strategically adapted and integrated to enhance R2R visibility and control. Furthermore, we will explore the potential of custom dashboard development techniques and API integrations, enabling organizations to tailor solutions to their specific needs and bridge the gap between their environment and modern analytics capabilities.
Process Excellence
2:30 pm - 3:00 pm Global O2C: A Universal Language for International Success Nicole Sherwood - Finance Director, ABSManaging Order-to-Cash across borders, ERPs, and currencies can feel like navigating a maze while blindfolded. This session offers a clear path to global O2C standardization, transforming complexity into a streamlined, strategic advantage. We'll explore how to build a robust yet adaptable global O2C framework, balancing centralized control with the nuances of regional markets.
Workforce Management
2:30 pm - 3:00 pm Building Talent for Transformation: Creating a Competency Framework to Power Digital Change Héctor Saúl Alderete Fierro - Head of GBS Americas, KerryIn a business environment defined by rapid digital acceleration, workforce capability is the true engine of transformation. This session explores how global shared services leaders are designing dynamic competency frameworks that align employee development with strategic transformation goals.
You’ll learn how to build a scalable skills matrix that supports continuous improvement, links individual growth to enterprise outcomes, and enables employees to adapt to disruptive technologies like AI and automation. We’ll cover how to embed change resilience into learning programs, use data to measure impact, and turn talent development into a lever for innovation.
Whether you’re modernizing your service model or rolling out new digital tools, this session provides a practical blueprint for strengthening workforce readiness and building lasting competitive advantage.
3:00 pm - 3:30 pm
Networking Break
3:30 pm - 4:15 pm
How Do We Get the Data?: A Multifunction Assessment of Workforce Efficiency
Dahlia Rigsby -
Director, Finance Shared Services,
West Fraser
More details to come.
Sponsored by: ScottMadden
4:15 pm - 4:45 pm
The Collaboration Imperative: How Catalent’s Global Process Owners Are Powering the Future of Finance
Rachael Thorley -
Director and Global Process Owner of Record to Report,
Catalent Pharma Solutions
Eric Joyner - Director, Global Process Owner - Order to Cash, Catalent
Florian Bejko - P2P Process Owner, Catalent
In today’s fast-paced and complex business environment, siloed finance functions can no longer meet the demands of agility, efficiency, and transparency. True transformation happens when Order-to-Cash (O2C), Procure-to-Pay (P2P), and Record-to-Report (R2R) leaders work in harmony toward shared goals. This session brings together Global Process Owners from each of these towers to explore how cross-functional collaboration is enabling breakthrough results in shared services. Learn how world-class organizations are aligning processes, data, and technology to drive end-to-end value across the enterprise — and hear practical strategies for fostering a culture of collaboration, establishing joint KPIs, and navigating global complexity.
Rachael Thorley
Director and Global Process Owner of Record to ReportCatalent Pharma Solutions
4:45 pm - 5:15 pm
AI Straight Talk: Capabilities and Roadblocks within Shared Services
Ardhendu Banerjee -
Head FCoE,
CGI
Jeffrey Dewolf - Director Of Global Process Office, Tetra Pak Group
Rick Stevens - Director of Procurement, Indeed
Beyond the buzzwords, what are the real capabilities and roadblocks of AI implementation in shared services? This session cuts through the hype and delivers an honest assessment of AI's potential and limitations. We'll explore the often-overlooked challenges of data quality, integration complexities, and the human impact of automation. Learn how to navigate the practical realities of AI adoption and avoid common pitfalls.
Sponsored by: Simplify IA
