Rashi Agarwal
Partner & Associate Director
New York
Rashi Agarwal leads Boston Consulting Group's work in digital support functions for the North America region. She has worked extensively with companies on strategy, operating model redesign, shared service setup and optimization, and large-scale back-office transformation initiatives.
Rashi’s recent work has focused on digitizing companies’ operating models using robotics and artificial intelligence. She has worked with clients across sectors including automotive, biopharmaceuticals, consumer, financial institutions, health care, and insurance.
Prior to joining BCG, Rashi worked at American Express in finance and business transformation in various capacities and positions. She also spent time as a data engineer and software developer at Tech Mahindra before working at American Express.
Platforms are the new shared services, allowing companies to focus on user centricity and reimagine tradeoffs between scale and customization, and the time is now to start building them.
New technologies are changing how support functions work—and rendering some of them entirely obsolete. To capitalize, companies need to reorganize those functions from the ground up.
Digital does not change the principles of organizational design and governance. But because the capabilities and cadence of digital and traditional ways of working can be so different, leaders must approach digital thoughtfully.
New technologies such as artificial intelligence and cognitive computing won’t be the death knell for SSOs, as some fear. Instead, they will bring an urgently needed upgrade.
Shared-service organizations can improve a company’s operational and financial performance, provided they focus on the right areas. The experts we surveyed identified five priorities.
