Value Reframed: From Back Office to Digital Growth Engine
23 - 24 September 2025 l Virtual
Global Business Services is no longer the quiet engine behind the scenes — it's now the front line of enterprise agility, AI innovation, customer experience and measurable business impact.
Yet too many GBS organizations are still treated as service providers rather than strategic growth engines. That’s no longer acceptable — not for companies aiming to lead, and certainly not for the GBS talent poised to shape the future.
The Shared Services & GBS Digital Summit 2025 is built for the strategists, operators, and innovators ready to reframe value, reset expectations, and reclaim GBS’s role as a critical driver of enterprise growth.
Get actionable strategies to:
Built on SSON Research & Analytics’ latest benchmarks, frameworks, and market intelligence, this summit connects ambition with action — so you leave ready to lead and deliver impact.
- Close the AI gap by embedding agentic AI into core operations
- Solve the critical skills crisis by attracting and growing the next generation of GBS talent
- Future-proof your location strategy by shifting from low-cost labor to digital talent hubs
- Optimize end-to-end processes for speed, scalability, and enterprise value
- Unlock data as a revenue driver through advanced analytics and insight
- Position GBS as a true growth partner linked directly to transformation outcomes
Built on SSON Research & Analytics’ latest benchmarks, frameworks, and market intelligence, this summit connects ambition with action — so you leave ready to lead and deliver impact.
Tuesday 23rd
8:45 am - 9:00 am
Chairperson Remarks: Reframing Value, Reclaiming Growth
9:00 am - 9:40 am
Opening Keynote Panel: GBS Has Outgrown Its Job Description — Now What?
9:45 am - 10:15 am
From Automation to Autonomy: Building the Self-Driving GBS Organization
10:20 am - 10:50 am
Human-in-the-Loop CX in GBS: Fusing Automation & Empathy for High-Impact Service
10:55 am - 11:25 am
Location Strategy Reframed: Data-Driven Decisions for a Shifting Global Landscape
11:25 am - 11:40 am
City Cube Demonstration: SSO Landscape, Talent Availability, Languages, and Cost of Labor
11:45 am - 12:15 pm
Panel: Closing the Capability Gap — Solving Talent, Skills, and Retention Challenges
Wednesday 24th
9:00 am - 9:40 am
Process Standardization — The Missing Link to Scaling Digital GBS
9:45 am - 10:15 am
Scaling Automation and AI — Moving Beyond Pilots to Enterprise Transformation
10:20 am - 11:20 am
End-to-End Case Study Hour: P2P, R2R, and O2C — Closing the Last Mile Gaps
11:25 am - 12:00 pm
The World's Best GBS: Inside the DNA of High-Performance Organizations
12:00 pm - 12:15 pm
Metric Intelligence Hub™: Benchmarking Across 150+ Processes, Industries & Functions
12:20 pm - 1:00 pm
Setting the Bar: Introducing the GBS Industry Standards Framework
Naomi Secor
Global Managing Director
SSON Research & Analytics
Felix Bailer
Vice President, Global Business Services
Vertiv
Susana Crespo-Pardo
Associate VP, Global Business Services
Merck
Lee Bogner
Global Chief GenAI & AI Strategic Enterprise Architect
Mars
Ilkka Lagerström
Vice President, HR Shared Services & Talent Acquisition
Konecranes
How do I join the online conference?
Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.
How much does it cost to attend?
SSON Research & Analytics' Shared Services & GBS Summit is complimentary to attend.
Where is it located?
This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet. Audio and presentation viewing is accessed through an internet connection.
Can I access the slides post-event?
All presentations will be available after the conference via the on-demand recording link. When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.
