This session draws on LACE’s 2026 HR Shared Services Trends research to explore how organisations are evolving their HR service delivery models in response to accelerating digital and AI-driven change.
We look at the growing disconnect between investment in technology and the organisational capability required to realise its full value, particularly across skills, governance and strategic clarity. While many organisations continue to focus on efficiency through automation and outsourcing, the conversation is shifting towards how HR Shared Services can also deliver a higher-quality employee experience.
The session will examine where human interaction remains critical, where AI can be deployed effectively, and how leading organisations are making deliberate choices to balance both.
We’ll also address some of the ongoing challenges facing HR Shared Services, including sustaining continuous improvement, building workforce capability, and supporting increasingly distributed and disconnected workforces.
What’s at stake for HR Shared Services?
- Increasing volumes of employee requests with constrained resources
- Rising expectations for fast, personalised HR support
- Challenges in scaling operations without increasing headcount
- The reshaping of HR roles and processes through AI
Many organisations already have shared services in place, yet continue to face manual processes, bottlenecks and limited agility.
In this session, you’ll learn how to:
- Identify the capability gaps limiting your HR operations
- Understand how AI is reshaping service delivery and HR roles
- Move from reactive, ticket-based models to more intelligent service delivery
- Use automation and AI to reduce workload and improve service quality
- Build a more scalable, future-ready HR Shared Services model
Key insights from the research:
- Up to 60–80% of HR requests can be automated through AI-driven workflows
- AI has the potential to reduce HR processing time by over 60%
- By 2030, up to 50% of HR activities could be handled by AI
