ABSL Latvia Summit 2026 “GBS Leading the Way: Productivity with Purpose”

will bring together industry leaders, practitioners, and decision-makers to explore how Global Business Services is shaping the future of organizations.

As organizations navigate rapid technological change, shifting talent expectations, and growing geopolitical uncertainty, GBS is emerging as a critical force – connecting strategy with execution and enabling transformation at scale.

This year’s Summit will focus on what it truly means to lead the way: turning innovation into real outcomes, redefining how work is structured and experienced, and ensuring resilience in a changing global landscape. Through keynote sessions and open discussions, participants will gain practical perspectives on how GBS can deliver productivity with purpose – balancing efficiency, impact, and long-term sustainability.

Join us in Riga – at the intersection of talent, innovation, and global services excellence.

LOCATION: KOKARU HALL ( Lūcijas Garūtas aleja 8), MEŽAPARKS, RIGA

GET YOUR TICKET HERE!

ABSL LATVIA SUMMIT 2026 PROGRAMME

9:00 - 9:30 REGISTRATION AND MORNING COFFEE

9:30 - 9:40 OPENING REMARKS

9:40 - 10:00 KEYNOTE " The GBS Future: Key Trends and What Could Be Next"

Global Business Services is entering its next chapter, and the pace of change is only accelerating. This keynote unpacks the factors, that could be defining it - how centres are not just following the obvious path, "moving up the value chain", but rather taking ownership of their own path, a path where technology and talent meet in developing new capabilities and exploring new frontiers.

Dorthe Harding Keilberg - Partner, Technology & Transformation, Deloitte Netherlands

10:05 - 10:25 KEYNOTE "I Have Feelings Too: The Forces Behind The Decisions We Don't Talk About"

We optimise processes and analyse data, yet many decisions in Shared Services are still shaped by forces we rarely acknowledge. Our feelings influence what becomes urgent, what gets deprioritised, and how our choices unfold under pressure. In this session, we'll uncover these patterns and help leaders make clearer, more intentional decisions.

Oscar Reitsma - Business Director, Transparent, The Netherlands

10:30 - 11:10 PANEL DISCUSSION "The Hidden Engine: How GBS Centres Are Setting The Pace For Transformation"

For many years, Global Business Services operated behind the scenes - focused on efficiency, standardization, and cost. Today, that role is rapidly evolving. In many organizations, GBS is no longer just supporting transformation - it is driving it.
This session explores how GBS has become the hidden engine powering change across the enterprise. From redesigning processes and accelerating digital adoption to shaping new ways of working, GBS increasingly sets the pace that others follow.
But what does it really take to lead from within? Where does GBS create the most impact today and where does it face resistance? And how GBS operating models offer lessons beyond the private sector, influencing how entire systems - from functions to governments - approach productivity and efficiency?

Speakers:
Ivo Knoflicek - Senior Director Finance Global Business Services, Zebra Technologies
Daiva Glebiene - Managing Director at Phoenix Business Services Vilnius
Dorthe Harding Keilberg - Partner, Technology & Transformation, Deloitte Netherlands

Ákos Lengyel - Site Leader and Managing Director of Albemarle Hungary / RTR Global Operations Director at Albemarle Corporation

Moderator:

Peteris Dalins - VP Operations and Rīga Office Lead, GoCardless

11:10 - 11:30 COFFEE BREAK

11:30 - 11:50 KEYNOTE "Agentic AI for GBS: What to Build, What to Skip and How to Achieve ROI"

If 2025 was the year of trial and error, 2026 is the year of scaling. This means a shift from siloed, carefully monitored pilots to applying Agentic AI to REAL, messy, and deviating processes. This is where most organisations fall down! In this session, we’ll discuss: the key factors to ensure you don’t get stuck in pilot mode, who should own Agentic AI inside the organization and where to start to make sure you get and keep buy-in.

Sally Fletcher - Head of Thought Leadership and Community at Hypatos

11:55 - 12:15 KEYNOTE "When AI Meets Cybersecurity: New Risks and New Defences for GBS Centres"

AI is reshaping the security landscape for GBS centres - expanding the attack surface while also arming defenders with new tools. This keynote examines the emerging risks, from AI-enabled threats to data and model vulnerabilities, and how leading centres are responding. Expect a practical view of how to build resilience and turn AI into a defensive advantage, not just a liability.

Shehzad Ahmad - Head of IT Security at If

12:20 - 13:00 PANEL DISCUSSION "Beyond Tools: From AI Hype to Real Results"

There is no shortage of AI ambition - only a shortage of real results. As organizations invest heavily in AI, many remain stuck in experimentation mode, struggling to turn ideas into measurable outcomes. At the same time, AI is reshaping how work gets done, redefining roles, responsibilities, and decision-making across the organization. Global Business Services is uniquely positioned to close this gap – connecting technology with execution, and ensuring that AI is not just adopted, but actually delivers.

Speakers:
Jaroslav Sadovski - Delivery Center Head for Latvia and Lithuania, Cognizant
Sandra Babylon - Chief Technology Officer, Cembra, Switzerland
Vladimiro Ferreira - Head of Automation Center of Excellence (CoE) & IT Site Manager,SEG Automotive, Portugal
Liga Paulina - Lawyer, AI Literacy Expert, and Business Consultant

Moderator:
Zane Segruma - Business Development Lead at Accenture Baltics

13:00 - 14:00 LUNCH

14:00 - 14:20 KEYNOTE "Equal Pay by Design: What the New Directive Really Means for Employers"

The Equal Pay Directive is far more than a compliance exercise. We will explore the practical steps organizations can take today to prepare for the new requirements, avoid common pitfalls, and build reward practices that are both transparent and sustainable. The session will provide a pragmatic perspective on how to achieve compliance without unnecessary complexity.

Zuzana Kostiviarova - Head of Workforce Transformation at Deloitte CE

14:25 - 14:45 KEYNOTE "Why Your People Resist Before They Even Know They're Resisting"

This keynote tackles one of the most pressing questions facing today's leaders: what really happens beneath the surface when people push back against change. Long before resistance becomes visible, in delayed emails, quiet disengagement, or polite but unconvinced nods, it's already taking shape in the mind. The session explores the hidden, often unconscious mechanics behind resistance to change, and what leaders can do to recognise these signals early, before they harden into real obstacles.

Parsla Basko - Chief People & Culture Officer at FYUL (Printful x Printify)

14:50 - 15:30 PANEL DISCUSSION "Focus Over Noise: Prioritising Talent In A World Of Constant Change"

There is no shortage of ideas on how organizations should evolve - only a shortage of focus. Leaders are expected to respond to constant changes: new trends, new expectations, new ways of working. But in trying to keep up with everything, many organizations risk losing clarity on what truly matters. For Global Business Services, this challenge is amplified. Operating at the intersection of business, technology, and people, GBS leaders must make fast decisions- often without clear answers.

Speakers:
Mariano Andrade Gonzalez - Director of Johnson Matthey Global Business Services in Lithuania
Kata Fredheim - Vice President Strategy and Partnerships at Stockholm School of Economics in Riga

Chad Diddens - Senior Vice President at Strategic Staffing Solutions

Antonina Kurets - Head of Human Capital at PwC’s Lviv Service Delivery Center (SDC)

Moderator:
Ieva Zirne - Director HR Europe, Global Functions at Circle K Business Centre

15:30 - 15:50 COFFEE BREAK

15:50 - 16:10 KEYNOTE "Crisis Preparedness as Leadership Maturity - What Companies Can Learn From Ukrainian Business Resilience"

Drawing on real experiences of Ukrainian companies operating through full-scale war, this keynote explores why crisis preparedness is ultimately a leadership capability rather than a compliance exercise. Through practical examples and business lessons, speakers will discuss how organizations can strengthen decision-making, protect their people, maintain operational continuity, and build resilience in the face of any disruption. Attendees will leave with actionable insights that can be applied to improve organizational readiness and long-term business sustainability.

Speakers:
Oleh Chaharyn - Director of PwC's Lviv Service Delivery Center in Ukraine, PwC’s
Antonina Kurets - Head of Human Capital at PwC’s Lviv Service Delivery Center (SDC)

16:15 - 16:35 KEYNOTE "Twenty Years In: Why Riga Still Stands Out?"

What made Riga the right choice for Atea those 20 years ago and why does it continue to prove its value today? A look back at the thinking behind the decision to open Atea Global Services in Riga, its journey since, and the opportunities that lie ahead in this region.

Carl-Johan Hultenheim, Chief Operating Officer, Atea ASA

16:40 - 17:20 PANEL DISCUSSION "Beyond Cost: Location Strategy In A World Of Risk, Resilience And Geopolitics"

The world is becoming more uncertain and location decisions are becoming more strategic. As geopolitical tensions rise and global supply chains are reconfigured, organizations are rethinking where work gets done. Cost and efficiency alone are no longer sufficient. Stability, security, and resilience are now equally important considerations. For Global Business Services, this shift is particularly significant. As a central part of how organizations operate, GBS must ensure not only efficiency but continuity and adaptability in a changing world.

Speakers:
Carl-Johan Hultenheim - Chief Operating Officer, Atea ASA
Svetlana Kocerova - General Manager, DNB Latvia Branch
Jan Kamoji-Czapinski - Director, Strategy Advisory Europe at Colliers
Janis Garisons - Chief Executive Officer at NEWT21

Moderator:
Fredis Bikovs - Managing Director, Riga Investment and Tourism Agency