2023 Global Business Services Conference

08:00 AM - 09:00 AM ET

Registration and Breakfast

09:00 AM - 09:10 AM ET

Opening Remarks

Deborah Kops, Senior Fellow, The Conference Board

09:10 AM - 09:40 AM ET

Dynamism of Integrated Business Services: How PwC Developed an Integrated Operating Model

Is your GBS team and structure fit for purpose? Many GBS organizations must invest significant effort and divert resources to continuously adapt their organization and respond to new requirements, external events or increasingly complex and dynamic business demands. This diversion of focus and resources disrupts GBS operations and increases costs, often with impacts to other existing strategic priorities. Learn from PwC's journey to transform their business services and build more dynamic, integrated operations that reduce disruption and support top and bottom-line growth on a global scale.

Alex Chen, Managing Director, PwC

09:40 AM - 10:20 AM ET

Experience and Cost: The Golden Equation for Shared Services

GBS and shared services organizations have largely captured the low hanging fruit of cost reduction. With new focus on driving business growth, hear how these organizations are improving service experience across more functions to eliminate manual work, connect end-to-end processes and improve the usability of legacy systems. We'll discuss examples in source-to-pay processes that navigate ERP domains and increasingly create friction for the business. You'll also hear from a leading GBS organization about how they are thinking more holistically about creating a service experience that connects people, process and technology to accelerate business outcomes.

Kirsten Loegering, VP Product Management Finance & Supply Chain Workflows, ServiceNow

Rob Bradford, VP of Global Business Services (GBS), Zimmer Biomet

10:20 AM - 10:50 AM ET

Pushing the Brand Promise

The GBS brand is more than a slogan, it is a service promise. Leading GBS organizations invest in brand creation in order to align with the company's North Star, create momentum and inspire their teams to deliver. Learn from an organization that has made its GBS brand real to its customers and stakeholders.

Rich Dobbs, Vice President, Global Business Services, Kimberly-Clark Corporation

10:50 AM - 11:05 AM ET

Break

11:05 AM - 11:50 AM ET

Dividing up the Baby: GBS's Role in Mergers, Acquisitions and Spins

Spins and mergers are common enterprise strategies to achieve growth and optimize operations. When it comes to GBS, spin outs and mergers can be particularly complex, as they involve separating and/or integrating operations across different locations, cultures, and regulatory environments. How does this activity leverage the capabilities of the GBS? Our panel will share lessons from the trenches.

Richard Christian, Vice President, Shared Services, BD

Jackie Maestri, VP Global Services and Enterprise Transformations, Johnson & Johnson

Janet Ramey, Senior Fellow, The Conference Board

Deanna Adler, Vice President, Global Business Services, Kellanova

11:50 AM - 12:30 PM ET

GBS Reboots: Tales from the Front

GBS and shared services models are constantly being rebooted in response to business needs and changes in the C-Suite. Hear from an esteemed GBS practitioner who will share dos, don'ts, and lessons learned as the services evolve.

David Palmieri, Managing Director, Head of GBS & Product Engineering Excellence, Experian PLC

William Gilet, Partner, PwC

12:30 PM - 01:15 PM ET

Lunch

01:15 PM - 01:55 PM ET

Roundtables

Attendees are welcome to join a Roundtable for small group discussions on focused issues in GBS and shared services.

1. Talent Management: Attraction, Engagement, Development, and Retention, facilitated by David Palmieri, Managing Director, Head of GBS & Product Engineering Excellence, Experian PLC

2. Change Management, facilitated by Cindy Gallagher, Controller and Chief Accounting Officer, Gannett

3. Talent Mobility: Intra-GBS and between GBS and Other Functions, facilitated by Arindam Mukhopadhyay, Managing Director & Global Head of Finance & Risk Shared Services, Citi

4. Beginning Your GBS Journey, facilitated by Erin Vincent, Vice President, Global Business Services, Sonoco

5. Customer / Employee Experience, facilitated by Liz Evans, Principal, PwC

6. How will Generative AI Affect GBS?, facilitated by Janet Ramey, Senior Fellow, The Conference Board

7. Location Strategies, facilitated by William Gilet, Partner, Global GBS Advisory Leader, PwC

02:05 PM - 02:35 PM ET

Getting Started on Your GBS Journey

Some of us are at the earliest stages of our GBS journeys. Gain important insights on the essential elements for success, and common pitfalls to avoid.

Erin Vincent, Vice President, Global Business Services, Sonoco Products Company

02:05 PM - 02:35 PM ET

The Potential Impact of AI on CX, with Specific Emphasis on GBS Functions

In this highly interactive exchange with the audience, explore the multiple implications and opportunities for GBS of the biggest tech breakthrough of our times.

Arindam Mukhopadhyay, Managing Director - Finance, Citigroup

02:40 PM - 03:10 PM ET

Business Services Models: Not Just for Multinational Companies

Most GBS organizations start out with a single function, shared services. Join your peers in discussing the benefits of the model and how it can be positioned for growth.

Cindy Gallagher, Controller and Chief Accounting Officer, Gannett

02:40 PM - 03:10 PM ET

Setting up Capabilities for GBS Organizations

GBS and shared services are just not about delivery. Success comes when capabilities such as project management, program management, vendor management, and change management are leveraged across the operation. Learn how a GBS leader is enabling these capabilities in their organization.

Suzanne Brauer, Head of Operations & Enablement, Kenvue

03:10 PM - 03:30 PM ET

Break

03:30 PM - 04:10 PM ET

Moving the Dial on BPO Relationships

The majority of GBS and shared services models tap into third party relationships with BPO providers. Like GBS models, these relationships evolve over time. Hear from leaders who are focused on more effective working relationships with their BPO providers.

Serge De Vos, Global Head of Business Services, The Kraft Heinz Company

Liz Evans, Principal, PwC

Traci L. Memmott, Global Process Owner, The Coca Cola Company

Barbara Huss-Kaniewska, Head of the Global Business Services Organization (BSO), CBRE Inc.

Andrew Stanley, CISO & VP Global Digital Operations, MARS Inc.

04:10 PM - 04:45 PM ET

The Controller Speaks: How Shared Services Deliver Finance Value

Ultimately it is the enterprise, not the lines of business, that receives the greatest value from GBS and shared services models. Carrie Nichol, controller at one of the world's largest privately held companies, is a proponent of global financial services operations. She will share how the controllership function obtains a value from the model and what GBS and shared services leaders can do to create alignment with the business.

Carrie Nichol, Controller, Cargill

Deborah Kops, Senior Fellow, The Conference Board

04:45 PM - 05:00 PM ET

Closing Remarks

Deborah Kops, Senior Fellow, The Conference Board

05:00 PM - 06:00 PM ET

Reception