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GBS TRENDS | DIGITAL TRANSFORMATION | TALENT | SITE SELECTION | INDUSTRY AWARENESS

The Global Business Services (GBS) industry unites international companies based in Latvia, offering IT, Finance, Customer Service, Logistics, Marketing, HR, and other business services to global clients. Recently, the industry in Latvia has experienced dynamic growth, welcoming new players, automating processes effectively, and demonstrating exceptional value within global organizations.

In September 2024, ABSL Latvia organized the first industry conference in Latvia, featuring exceptional speakers from Europe and distinguished experts from Latvia, while inviting GBS leaders from across the Baltics. Nearly 200 industry representatives from 50 companies and 12 countries joined us to explore the future of GBS centers and strategies for enhancing efficiency in technology, talent, and industry awareness, as well as to stay updated on the latest trends in the GBS sector and site selection.

Thanks to all sponsors, volunteers, speakers and participants for being a part of this historic event!

Photos Form the Summit 2024 Available Here

speakers - industry experts from europe

A QUICK PREVIEW OF THE SUMMIT AGENDA

9:00-10:00 Registration and coffee

10:00-10:20 Opening Remarks

Welcoming Remarks by Alesja Kircenko, Chairperson of the Board of ABSL Latvia and Pawel Panczyj, Chief Development Officer, ABSL Poland

10:20-10:40 Latest GBS Trends in Europe and Beyond

Martijn Geerling, Managing Director Advisory Europe,

The Hackett Group

Martijn is a Managing Director with The Hackett Group, global practice leader for the Global Business Services (GBS) Advisory program and regional leader for Advisory services in Europe. He has 20 years of professional services experience in target operating model design, business process re-design, shared services development & outsourcing, digital transformation and benchmarking in back-office functions.

His core areas of expertise are in organizational re-design, supporting clients in re-aligning back-office function operations to more efficiently and effectively support companies' objectives. He has successfully consulted with global clients in sustainable strategic transformation engagements in Europe, United States and Asia.

10:40-11:20 PANEL DISCUSSION: Leading GBS Into Tomorrow

Moderator:

Martijn Geerling, Managing Director Advisory Europe,

The Hackett Group

Panelists:

- Urmo Merila, Deputy Director General, State Shared Service Centre (SSSC) in Estonia

- Arturs Andzans, Managing Director, Circle K Business Centre (Latvia)

- Ruta Butautaite Pivoriuniene, AVP, Head of European Market Operations and Customer Success, Nasdaq

- Pawel Panczyj, Member of the Board at ABSL Poland

Join industry leaders and experts as they delve into the evolving landscape of Global Business Services (GBS) in this insightful panel discussion. "Leading GBS into Tomorrow: Strategic Insights", a discussion led by industry expert, will explore emerging trends, innovative strategies, and the transformative potential of GBS in today's dynamic global economy. Gain valuable perspectives on how organizations can adapt and thrive, leveraging GBS to drive efficiency, innovation, and strategic growth. This session is essential for executives, decision-makers, and professionals looking to stay ahead in the rapidly evolving GBS sector.

COFFEE BREAK 11:20-11:40

11:40-11:55 Elevate Your Business: Digital Transformation

Tereza De Bardi, Partner at Deloitte (Central Europe), based in Prague, Czech Republic
In today’s rapidly evolving business landscape, automation and digital transformation are no longer optional and are essential for staying competitive and efficient. However, the automation journey is complex, requiringI careful evaluation, strategic planning, and meticulous implementation. This keynote will provide invaluable insights and practical guidance on navigating this journey successfully looking at questions like how to evaluate whether you need automation and in which field? How to create a business case for automation or digital transformation? What are the main factors that can influence the board?

11:55-12:10 Is Technology the Final Solution?

Oscar Reistma, Global Director of Operations at Transparent
As businesses increasingly turn to technology for streamlining operations, the question arises: Is technology the final solution? This keynote will delve into the nuanced realities of automation and process optimization, particularly within Global Business Services providing deeper understanding of the benefits and challenges of automation, as well as the critical factors that determine its success. The topics covered will be: “The more you automate, the less you know about the process”, “Challenges of automated processes in GBSs: Real world examples”, “The crucial role of communication in automation”, “Lessons learned from process automation in GBSs”, “Keys to successful process automation” and “Expectations vs reality: Relying on technology”.

12:10-12:25 Decision Automation Impact on Shared Services. Practical Learnings.

Michal Pietka, Founder & CEO of Muzanga.it (Poland)
In the past 10 years, Michal has run multiple global decision automation transformations in the largest CPG Supply Chain Planning Shared Services, generating +400 FTE of productivity. The expert will discuss the technology, work process, and organizational implications of such transformations for Shared Services. He will also touch on the topic of Large Learning Models (like GPT) in the context of personal productivity vs. decision automation, and a few main do's & don'ts.

12:25-13:00 PANEL DISCUSSION: Digital Evolution in the GBS Industry - What Comes Next?

Moderator: Tereza De Bardi, Partner at Deloitte (Central Europe), based in Prague, Czech Republic

Panelists:

- Michal Pietka, Founder & CEO of Muzanga.it

- Janis Paupers, RPA Service Delivery Manager at Atea Global Services

- Oscar Reitsma, Global Director of Operations at Transparent

- Lars Sønderby, Nordic Director at Cognizant for Digital Business Operations

An insightful panel discussion will address the crucial role of digital transformation in driving optimization and fostering innovation across all departments. Business process digitalization is essential to move up the value chain and advance in the maturity curve. The discussion will explore various dimensions of digital transformation, including the ongoing challenges of process automation and reasons why failures still happen, expectations surrounding Generation AI and its usability potential in GBS industry, reflections on successes and failures in business process automation, strategies for phase when it seems like automation has reached its capacity limit within GBS organization, and key takeaways for future progress.

LUNCH BREAK 13:00-14:00

14:00-14:15 Exceeding KPIs Through Talent–Driven Digital Transformation

Mark Harrison, CEO & Founder at Callisto Grand
Achieving exceptional KPIs, executing successful digitization projects, and nurturing talent are deeply interconnected. Every Global Business Service (GBS) aims to implement digital solutions that drive KPI improvements. The cornerstone of these achievements is a well-developed and retained talent pool. In this 15-minute presentation, Mark will distill insights from his 45 years of experience, demonstrating how developing and retaining talent can be accomplished through diverse, cost-effective methods that offer substantial ROI. This keynote will explore how investing in talent can propel your digital initiatives and overall business performance.

14:15-14:30 Where Are We Going and Whom Do We Need?

Sandra Zarina, GBS Expert, Independent Consultant HR and Business Services
In the fast-paced world of Business Service Centers, attracting and retaining top talent is crucial for long-term success. This keynote will explore the strategies and insights necessary to build a thriving, future-ready workforce looking at the importance of vision, personalized talent management, and the art of consistent connection. During this keynote we will look at questions like “What is the future of your Business Service Center and who will help you to achieve it?” and “Do you really know your talent?”. This session will provide valuable insights to help build a motivated, high-performing team that is ready to meet the challenges of the future.

14:30-14:45 Age Diversity: A Threat or Opportunity?

Agnese Cimdina, PhD, Head of Diversity and Inclusion Practice in the Baltics, PwC Latvia

As organizations strive to attract the best talent and foster inclusive workplaces, addressing the potential and the needs of an aging workforce becomes increasingly vital. This keynote speech will focus on the current age-related challenges in the labor market as seen from the perspectives of both employees and employers, as well as on the potential solutions. Highlighting the importance of the diversity management approach, the keynote will offer valuable insights that help organizations and their workforce to thrive thanks to diversity, not despite of it!

14:45-15:00 Efficient Employer Branding Strategies

Andris Rubins, Managing Director at Magic
In the competitive landscape of Global Business Services (GBS), effective branding is crucial for differentiation, attracting top talent, and achieving operational excellence. This keynote will explore the importance of GBS branding, offering practical insights and strategies for building a strong and recognizable brand offering a comprehensive understanding of how to develop and leverage a powerful GBS brand to drive success.

15:00-15:35 PANEL DISCUSSION: Next-Gen Talent Strategies - Can We Do It Better?

Moderator: Anita Seglina, Head of HR, SEB Latvija

Panelists:

- Rihards Garancs, Managing Director Executive Education Stockholm School of Economics in Riga

- Mark Harrison - Founder, CEO at Callisto Grand (Czech Republic)

- Giedre Belazariene, Head of Operations SSC Kaunas, Festo, UAB (Lithuania)

- Elina Pastare, Employer Branding Specialist, Tietoevry Latvia

A panel discussion addressing the ever-present challenges surrounding the most important asset in the GBS industry: TALENT. This panel will gather high-level industry professionals whose daily responsibilities revolve around HR topics. We will delve into the HR world, touching upon various angles including retention strategies, new recruitment approaches, upskilling, employee motivation, organizational culture, and employee wellbeing. The central question to be answered - Are we ready to onboard the Next-Gen and build long-term, mutually beneficial job relationships?

COFFEE BREAK 15:35-15:55

15:55-16:25 COGNIZANT Case Study: Modern Operations – The Technology and Human Aspects of Success

- Lars Sonderby, Nordic Director at Cognizant for Digital Business Operations
- Carl-Fredrik Thornholm, Head of Outsourcing and Automation at Alm. Brand Group

Modern Operations in the GBS industry are increasingly influenced by technology – not least GenAI – but the human aspects are still key to success. This presentation will share findings from Cognizant’s recent study “New Work, New World” and how Cognizant work with technology including GenAI to optimize services delivered while Cognizant client Alm. Brand Group will present key factors to strong cooperation with the people aspect as a key driver to success.

16:25-16:40 Latest Trends in Site Selection

David Dera, Senior Managing Director, Global Strategy, EMEA, NEWMARK

In an era of global business expansion, selecting the right site for operations is more critical than ever. This keynote speech will delve into the latest trends in site selection, offering valuable insights and practical guidance for making informed decisions. Providing a comprehensive understanding of the factors influencing site selection and the emerging trends shaping this crucial process and providing the knowledge and tools to make informed decisions that align with the organization’s strategic goals and drive long-term success.

16:40-17:00 CASE STUDIES: Roche Services & Solutions Riga // GoCardless // Tech Mahindra

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- Evija Celma, Head of Roche Services & Solutions Riga (Latvia)
- Peteris Dalins, VP Operations and Riga Office Lead, GoCardless (Latvia)
- Palash Jain, Region Head – Nordics & Baltics, Tech Mahindra (Sweden)

17:00-17:35 PANEL DISCUSSION: Unlocking Riga's Potential in GBS: Site Selection Trends for Success

Moderator: Fredis Bikovs, Managing Director at Riga Investment and Tourism Agency (Latvia)

Panelists:

- Evija Celma, Head of Roche Services & Solutions Riga (Latvia)

- Peteris Dalins, VP Operations and Riga Office Lead, GoCardless (Latvia)

- Palash Jain, Region Head – Nordics & Baltics, Tech Mahindra (Sweden)

- David Dera, Senior Managing Director, Global Strategy, EMEA, NEWMARK (Germany)

- Rohitashwa Aggarwal, Partner, Everest Group (England)

Join industry leaders and experts as they go through the latest site selection trends and discuss how Riga might become the next highly-chosen destination for GBS operations. Discover how leveraging the knowledge of the latest site selection trends can drive success and sustainable growth in the GBS sector in the Baltic region. Gain insights into optimizing site selection strategies, overcoming challenges, and capitalizing on Riga's unique advantages to foster a thriving GBS ecosystem. Don't miss this opportunity to learn from key stakeholders shaping Riga's future as a hub for global business services!

17:35-17:45 Closing Remarks

WINE RECEPTION AND NETWORKING 17:45-18:45

supporting partners:

GOLD PARTNER

BRONZE PARTNER

SILVER PARTNER