Shared Services Pre-conference Day
This year’s pre-conference day activities were held on Tuesday 8th October 2024. Attendees had the choice of a series of lab sessions that explored key themes and trends relevant for GBS leaders, from creating enterprise-wide value through the Centre Office Model, creating a "future fit" GBS organisation by harnessing the power of people, to leveraging Automation and GenAI within GBS. Labs fostered learning and ideation through facilitated knowledge sharing sessions, with fellow shared services leaders from varying industries and Deloitte experts from numerous geographies.
09:30 & 13:30 Labs
Lab 1: When people thrive, business thrives - Human Sustainability as a catalyst for long-term organisational success
Driving value for a GBS organisation extends value to the broader organisation. To achieve this, we must prioritise creating value for all people connected to the organisation – because when people thrive, the business thrives. It is crucial to ensure that we attract, retain and nurture our workforce to attain success and by collaborating with our people, we can collectively create a brighter future for organisations, individuals and society as a whole. This commitment lies at the core of 'Human Sustainability' - the extent to which the organisation generates value for individuals as human beings. This includes promoting their health and wellbeing, fostering skill development and employability, providing good job opportunities, facilitating advancement, progressing towards equity, fostering a sense of belonging and enabling a deep connection to purpose.
Join us in this lab to explore how we can move the dial away from traditional perspectives of how much people benefit their organisation, towards how much the (GBS) organisation benefits its people. Building upon the success of last year’s ‘Elevating the employee experience’ breakout session, this interactive lab will delve into the tangible aspects of embedding, measuring and continuously improving the employee experience (EX) through the lens of Human Sustainability. We will examine how GBS organisations can lead the way for their own employees, as well as being the foundation and powerhouse of EX Measurement for the broader organisation in which they operate.
Speakers
Lab 2: Evolution of GBS and the Centre Office Model
GBS organisations find themselves spread along a broad spectrum of the transformation journey, at varying levels on the path to fully embracing the benefits of mature GBS models. Although there are many paths to success, the ‘Centre Office’ model has emerged as the coveted gold standard for delivering shared services at scale, with leaders across industries recognising its potential to create enterprise-wide value through delivery of end-to-end services, offering capabilities as a service, and a hyper focus on customer experience.
During this lab, we will share valuable examples, perspectives, and guidance on practical steps you can take to pave the way towards a successful Centre Office model. Our agenda includes an enlightening overview of the Centre Office, an exploration of the evolving role of the GBS leader and challenges in establishing the end-to-end processes, customer centricity and capabilities as a service to deliver enterprise-wide value. Additionally, we will delve into critical actions required to establish a value-add GBS organisation and discuss the key enablers, as well as challenges to a successful Operating Model.
Speakers
Lab 3: Harnessing the Power and Potential of AI-Powered Shared Services with ServiceNow
ServiceNow, a leading Cloud-based platform, empowers organisations to streamline workflow processes, enhance productivity, and deliver exceptional service experiences. Since its inception in 2004, ServiceNow has become a transformative force in enterprise service management and their collaboration with Deloitte to create 'GBS on Now' presents a remarkable opportunity for businesses to accelerate their GBS journey and unlock unprecedented levels of efficiency, agility, and innovation. By leveraging the power of GenAI and intelligent tools, ServiceNow enables organisations to enhance both employee and customer experiences, and the introduction of 'Now Assist' has further revolutionised the ServiceNow platform by incorporating larger language models and AI capabilities to support virtual agents and summarisation tools. These advancements not only boost productivity and efficiency but also transform the way employees and customers interact, setting unparalleled standards for user experience and satisfaction.
Join us in this lab to delve into the transformative capabilities of ServiceNow in GBS. This immersive session will feature product demos that showcase the power of ServiceNow in action, and you will see firsthand what good service experience is really about and how you deliver this through ServiceNow. This lab is designed to ignite critical thinking as we will encourage you to examine the pain points within your organisation and through collaborative breakout sessions, we will work together to identify innovative solutions tailored to your organisation’s needs. Whether you are an existing ServiceNow user seeking to explore additional functionalities or are new to the platform and eager to discover its transformative potential, this lab promises to leave you with a fresh perspective on how ServiceNow can drive your GBS initiatives to new heights.
Speakers
Lab 4: From Ambition to Action - Unlocking the Power of GenAI for GBS Leaders @ Deloitte Digital’s Office, The Garage
Since ChatGPT was launched in November 2022, there has been an unprecedented interest in Generative AI and its future potential. The collective pace of innovation, awareness, business adoption and economic impact signals an “iPhone moment for AI”. The internet put information at our fingertips; GenAI puts capability at our fingertips – at work, home and everywhere in between. But with tech giants launching new products every day in the race to market dominance, and startups leveraging the momentum of this revolution also making daily impact as new entrants, it is hard to keep pace and understand what transformation with GenAI can look like for your organisation. And even harder than that – where to start.
This GenAI Lab is for GBS leaders who want to bring GenAI to life in their business, closing the gap between GenAI ambition and action. After learning about GenAI’s value propositions across productivity, capability and experience, we will double click on the common challenges seen across GBS functions and provide examples of GenAI use cases (with corresponding options for vendor solutions, risk mitigations and top tips for scaling) that can be deployed in GBS functions not just to be cutting costs, but to be truly adding value. For each use case showcased, SMEs spanning industries and GBS functions will present critical considerations across strategy, people, process, data and technology before giving you the time and space to discuss and share knowledge with your peers. In this way, the Lab will equip you with the knowledge to prioritise the GenAI opportunities which will drive maximum ROI for your business aligned to GBS as a whole. Via demos, interactive GenAI activities and tool showcases, this Lab gives you the opportunity to experience the highest value GenAI opportunities across GBS first hand – to gain clarity on the highest value opportunities, identify the right applications for your business and help you take the first step in bringing GenAI to life.
Speakers
Lab 5: (PM only session) Shared Services and the Productivity Revolution - How Cloud and AI are changing the game in the Public Sector
Against the backdrop of geopolitical instability, budgetary constraints and spending reviews, now is the time for those in charge of Public Sector Shared Service organisations to step up, seize the reins, and spearhead a revolution in operations to deliver on their productivity commitments. With investments in Cloud technologies and the onset of transformative capabilities such as AI being well under way, a once in a generation opportunity is here to embrace the explosive pace of this change.
Through a series of critical questions, in this Public Sector tailored Lab, traditional Public Sector Shared Service narratives will be challenged, insights from peer organisations will be brought forth and real use cases will be showcased to equip you with the confidence to transform your operations.
Tentative actions or leapfrog transformation with AI? Significant investments in Cloud infrastructure have set the stage for Public Sector organisations to leapfrog into a world driven by AI. Implementing AI capabilities requires the establishment of a specialised incubation hub of expertise, uniquely positioning Shared Service Centres to become the epicentre for delivering AI capabilities by virtue of their distinctive position within an organisation and extensive reach. Harnessing AI has the potential to dismantle silos, foster interconnectivity, and instil agility.
Status quo or unleashed potential? It is time to evolve from traditional Shared Services and adopt a more efficient, resilient and value creating Shared Services model. Building on the learnings from the Private Sector, the Public Sector must fully harness the benefits of Cloud technology and get their operating models right.
Accepting inefficiency or igniting a productivity revolution? Shared Services serves as a strategic capability to eliminate remaining inefficiencies; propelling your organisation towards an integrated, seamless back and middle office that is hyper focussed on customer experience and generation of proactive insights.
Speakers
Shared Services 2024 Pre-conference Day highlights
Missed the pre-conference day? See below a highlights reel that showcases the immersive labs fostering learning and ideation through interactive sessions.