Key takeaways
Host: Diane Ma, principal, Deloitte Consulting LLP
Presenters: Sonal Bhagia, managing director, Deloitte Consulting LLP
Chau Deng, senior manager, Deloitte Consulting LLP
Surabhi Sharma, manager, Deloitte Consulting LLP
1.0 Overview CPE credit | Business Management & Organization
In today’s dynamic business environment, the world’s largest companies are continuously evolving their service delivery models to leverage global and multifunctional approaches. Global business services (GBS) organizations are taking the driver’s seat in strategically prioritizing generative artificial intelligence and digital initiatives to drive process efficiency, cost reduction, and enhanced GBS customer service experience. What are the key trends that we are seeing? We’ll discuss:
- Prioritization of next-gen capabilities
- Evolution of GBS from an efficient back office to a key business partner
- Emerging new destinations for GBS locations
- Adoption of global process owners
Meet the speakers
Diane Ma
Diane Ma is the US National managing principal for Deloitte's Finance and Enterprise Performance practice. She has extensive experience designing and executing global Finance Transformation programs focused on operating model design, shared services, process optimization, technology enablement and organizational optimization. Diane has more than 15 years of consulting experience with specialization in the Life Sciences sector. Additionally, she has global Consulting experience across 15+ countries in Latin and South America, Europe, and Asia. Diana is a licensed CPA and holds an MBA.
Sonal Bhagia
Sonal Bhagia is a managing director in Deloitte Consulting LLP’s Enterprise Services and Location Strategy practice and focuses on global service delivery transformations. She advises clients on structuring their business models for core back office functions. She has nearly 15 years of extensive experience guiding global organizations through their shared services and outsourcing journey from strategic assessment and operating model design through to successful facilitation of transition and implementation. She has served clients across multiple industries including insurance, consumer products, manufacturing industrial products, and financial services.
Chau Jiun Deng
Chau is an impactful leader with more than 10 years of experience in helping global companies improve enterprise service delivery. He focuses on serving life science/healthcare clients with their GBS transformation programs, including end-to-end service delivery, digital capability (including AI) and customer engagement strategy.
