March 11 - 14, 2019
Disney’s Coronado Spring Resort

Day Two: Wednesday, March 13th, 2019

7:15 am - 8:00 am Coffee & Registration

8:00 am - 8:10 am Chairman’s Opening - Day Two

Brad DeMent - Partner, ScottMadden


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Brad DeMent

Partner
ScottMadden

8:10 am - 8:20 am Key Highlights From SSON's 2019 State of the Industry Survey

Barbara Hodge - Principal Analyst & Global Digital Content Editor, SSON
Get an up-close-and-personal view of the seismic changes impacting Shared Services today: COE proliferation; aggressive productivity targets; fewer resources; more results. Join SSON’s Global Editor for a summary of what’s happening in your back yard.


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Barbara Hodge

Principal Analyst & Global Digital Content Editor
SSON

Imagine a world where massive industries like banking, healthcare, and insurance are dramatically transformed - a world where trade is facilitated not by age-old models of commerce and finance. Instead, it is facilitated through a distributed, transparent, and trustable system. Would there be value in moving to a system like this and what would happen to shared services if this became the new model? In this session, Bettina will explore how blockchain will change the way business view the world, what still needs to change for it to be widely implemented, what regulations are hampering the market, and what organizations are already exploring the technology in much more depth and seeing the payoff.
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Bettina Warburg

Blockchain Researcher, Entrepreneur and Educator
"How The Blockchain Will Radically Transform Enterprise Services"

Digital technologies are affecting the way that BPOs are conducting business with their clients. The focus on providing omni-channel experiences, leveraging efficiencies that are being seen by implementing intelligent automation - like using chatbots,, and creating customized experiences are not going anywhere. So, how are outsourcing trends affecting SS & GBS? This panel will explore the trends that are impacting service centers, the most current strategic imperatives for outsourcing, case studies of successful digital transformation with the assistance of BPOs, and where and what are the opportunities for growth in 2019.


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Kapil Jain

SVP, Global Head of Sales and Enterprise Capability
Infosys BPM

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Nadia DeVilla

VP, Head of Digital Transformation & Business Development
Manulife

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Manny Korakis

SVP, Corporate Controller and CAO
IQVIA Holdings

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Michael Frankel

Executive Director and Head of GBS
Independent

9:35 am - 10:05 am Fireside Chat: Ushering In Intelligent Automation 2.0: Fractal Machine Learning (ML) and Deep Automation

Asheesh Mehra - CEO Antworks
Lee Coulter - CEO, Ascension Shared Services
It is now well recognized that RPA alone does not constitute automation. But as the industry prepares itself for the second wave of technology tsunami, it must too begin to recognize the critical differentiators it brings with it, in the form of data harvesting, deep automation, cognitive responsiveness frameworks, BOT productivity and even BOT cloning. This session examines these important new components of “Intelligent Automation 2.0” and what outcomes businesses can expect this to add to their journey. 


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Lee Coulter

CEO
Ascension Shared Services

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Asheesh Mehra

CEO
Antworks

10:05 am - 10:45 am Morning Coffee & Networking Demo Drive

Interactive Discussion Groups – Pick Three

During this part of SSOW, delegates will be sorted into groups of 10-15 to take part in Interactive Discussions around the topics below. Delegates will get the opportunity to select three topics and will rotate between their choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience

10:45 AM– 11:15 AM Participate in 1st Group
11:15 AM – 11:20 AM 5 Minutes to Move to New Discussion Group
11:20 AM – 11:50 AM Participate in 2nd Group
1150 AM – 11:55 AM 5 Minutes to Move to New Discussion Group
11:55 AM – 12:25 PM Participate in 3rd Group

IDG One

10:45 am - 12:25 pm Is Your Talent Ready for Digital?
With new talent coming:
  • What impact does the gig economy have on shared services?
  • Which talents/ skills are SSOs seeking in today's environment?
  • What work is best for short-term contractors?
  • How are we preparing our organizations for rapid change and how are we handling resistance?
  • What are examples of modern career paths?


IDG Two

10:45 am - 12:25 pm Measure What Matters: Reassess Your KPIs for Ultimate Performance
Rochelle Hood - PMP, Global Head of Customer Analytics and Research SSON
With measurement being the biggest game in town:
  • What metrics are you tracking?
  • Which tracked metrics failed / succeeded?
  • What is worth or not worth the investment?
  • What metrics are most important for IT, HR and F&A SSOs to track?


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Rochelle Hood

PMP, Global Head of Customer Analytics and Research
SSON

IDG Three

10:45 am - 12:25 pm Next Generation Travel & Expense Management
Allen Bloch - Regional Account Executive, SAP Concur
Ana Rodgers - Sr. Director Shared Services, Syniverse
With travel and mobility an essential part of business:
  • What are you doing to support the mobility needs of your customers?
  • How do you manage expectations during travel issues?
  • How could you better support mobility and travel?
  • What processes or technology do you use for assistance?


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Allen Bloch

Regional Account Executive
SAP Concur

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Ana Rodgers

Sr. Director Shared Services
Syniverse

As it iscritical to test a BCP each year:
  • What are other SSOs including in their communication plans in the event of emergencies?
  • What is prioritized among facilities, personnel, systems, records, internal and external dependencies?
  • What roles are assigned in the content of initial response, continuity plans and restoration?
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Cindy Gallagher

CEO
LibertySource

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Paul Van Hee

Business Continuity Planning Director
Government of Manitoba

IDG Five

10:45 am - 12:25 pm Change Management: Morphing into a Beautiful Butterfly
Lisa Murphy - VP, Global Shared Services, Whole Foods Market
With change often being ugly:
  • What does effective change management look like in an SSO organization?
  • What are examples of processes that can withstand change and transformation?
  • Which processes tend to get muddled during change? How do you avoid this?
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Lisa Murphy

VP, Global Shared Services
Whole Foods Market

IDG Six

10:45 am - 12:25 pm Please Take a Seat at the C-Suite Table
Manny Korakis - SVP, Corporate Controller and CAO, IQVIA Holdings
As getting the ear of the C-Suite is a challenge:
  • What are the biggest challenges / hurdles of getting a seat at the C-Suite table?
  • Which metrics have helped you get in the door and stay there as an SSO?
  • What processes need to be in place to ensure your SSO is noticed by the C-Suite?
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Manny Korakis

SVP, Corporate Controller and CAO
IQVIA Holdings

IDG Seven

10:45 am - 12:25 pm The Changing Value Proposition of Outsourcing
Kalyan Pentakota - Director Process Excellence - Consumer Lending and Protect Experiences, USAA
With re-upping of contracts and tech being the newest pressure on BPOs:
  • Why are organizations investing in BPOs?
  • What new offerings are BPO providers providing their clients?
  • What do contracts look like and how are they changing in today's intelligent automation heavy space?


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Kalyan Pentakota

Director Process Excellence - Consumer Lending and Protect Experiences
USAA

IDG Eight

10:45 am - 12:25 pm Stop Herding Cats and Start Managing Your Vendors Effectively
Viral Chhaya - Director - Global Business Solutions, General Motors
With vendor management always being complicated:
  • Which strategies do you employ for managing multiple vendors?
  • What leads to vendor management failure?
  • What helps you manage vendors along the way?
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Viral Chhaya

Director - Global Business Solutions
General Motors

IDG Nine

10:45 am - 12:25 pm Using Design Thinking For Business Process Innovation
James Alessandrini - Director of HR Analytics & Shared Services, Loews
You have 40 minutes to design a SSO model:
  • What would it look like?
  • What functions would be omitted?
  • What processes would be included?
  • What processes would be left behind?
  • Who would run it?
  • What technologies would be used?
  • What technologies would not be necessary?
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James Alessandrini

Director of HR Analytics & Shared Services
Loews

IDG Ten

10:45 am - 12:25 pm Hack the Bot, Don’t Let the RPA Bot Hack You
Patrick Clancy - Sales Manager, Softomotive
With bot implantation becoming more and more common:
  • How is your bot ensuring that data is secure?
  • How is your bot regression testing?
  • How does your bot identify weaknesses?
  • How are you identifying global best practices and communicating them to your bot?
  • What is the real cost of implementation?



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Patrick Clancy

Sales Manager
Softomotive

IDG Eleven

10:45 am - 12:25 pm Process Mining for Process Efficiency
Roger Eason - Director Americas at Kryon
Improving process efficiency and understanding process should be goals of any shared service leader. To that end:
  • Where can process mining be applied in shared services functions?
  • What are the three classifications of process mining and when can they or are they applied?
  • What pieces of information are needed to launch process mining?
  • What information is optional when launching?
  • What will make your process mining initiative successful?


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Roger Eason

Director
Americas at Kryon

The goal is an RPA Center of Excellence:
  • How is the Center integrated into the organizational structure?
  • How are roles, responsibilities and reporting lines defined?
  • What does collaboration with IT architecture, infrastructure and security look like?


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Mark Davison

Global Partner, Robotic Process and Cognitive Automation
ISG

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Scott Furlong

Partner
Information Services Group (ISG)

IDG Thirteen

10:45 am - 12:25 pm Strategies for Designing Global Payroll
Rogerio Hiramoto - LATAM HR SSC Head, Samsung
With automation proving to be a game changer:
  • What will global payroll systems look like in the future?
  • What technology platforms are being used most?
  • How are SSC automating and standardizing their global payroll systems?
  • What compliance measures are of most concern?
  • Who is primarily managing the data?
  • Is the management of data sourced internally or externally?
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Rogerio Hiramoto

LATAM HR SSC Head
Samsung

IDG Fourteen

10:45 am - 12:25 pm Benefits of Blockchain Applications Across Order- To-Cash, Record-To-Report & Procure-To-Pay
Alex-Paul Manders - Blockchain Services & Thought Leader, Global, ISG (Information Services Group)
With blockchain being "the new cool kid in town", SSOs need to know:
  • How blockchain be used in shared services?
  • How blockchain can be useful outside of finance and accounting shared services?
  • What other technologies apart from blockchain might have a real impact and why?



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Alex-Paul Manders

Blockchain Services & Thought Leader, Global
ISG (Information Services Group)

IDG Fifteen

10:45 am - 12:25 pm Developing Global Process Owners
Sam Barani - Head, Global Shared Services, Salesforce
With global process ownership being advantageous:
  • What are the best reasons to have global process owners?
  • How does one design and implement a scalable structure for sustained success?
  • How does a SSO change procedures and governance guidelines into helpful tools for GPO success?
  • How do you implement and utilize global measurements and metrics?
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Sam Barani

Head, Global Shared Services
Salesforce

IDG Sixteen

10:45 am - 12:25 pm HR Excellence: Driving a Fanatical Employee Experience via Self-Service
Caroline Jecko-Parkes - Former VP, Global HR Shared Services, United Technologies
With the employee experience key to the success of shared services:
  • What common practices are SSOs employing to ensure that customers feel good about their experiences?
  • What self-services are you adding?
  • Which traditional models are no longer working or are still functioning?
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Caroline Jecko-Parkes

Former VP, Global HR Shared Services
United Technologies

IDG Seventeen

10:45 am - 12:25 pm High-Performance Record-to-Report
Susanna Metzler - Manager, Finance Transformation, Blackline
With a clean record-to-report being the goal:
  • How has record-to-report evolved in the last year?
  • What are the biggest challenges in record-to-report?
  • How can you achieve high performance record-to-report processes?


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Susanna Metzler

Manager, Finance Transformation
Blackline

IDG Eighteen

10:45 am - 12:25 pm Branding Your SSO to Attract and Retain Talent
Amy Gallagher - Managing Director, UHY Advisors
With turnover still a huge cost to an organization:
  • What strategies are you employing to build a brand that helps attract millennials and retain them?
  • What strategies are working or not working to bring in talent?
  • How are you developing a vision that will inspire your customers today, tomorrow and in the future?


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Amy Gallagher

Managing Director
UHY Advisors

IDG Nineteen

10:45 am - 12:25 pm The Future of Procure to Pay
Billy L. Williams Jr. - Chief Technology Officer, Direct Commerce
With secure payments as a top goal:
• What are some of the benefits and challenges of procure-to-pay for inhouse deployment, running in the cloud, and private SaaS hosting?
• How are you measuring ROI?
• How do you better maintain control and avoid security issues depending on how you deploy you procure-to-pay?


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Billy L. Williams Jr.

Chief Technology Officer
Direct Commerce

IDG Twenty

10:45 am - 12:25 pm Evolution of Order-to-Cash
Jeff Segebarth - VP of Enterprise Sales, WorkFusion
Finance functions have been seeing a great deal of change:
• How has order-to-cash evolved in the last year?
• What are the biggest challenges you face in processing documents in orderto-cash?
• How has automation helped in the processing of order-to-cash? What
opportunities does automating create for a SSOs?


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Jeff Segebarth

VP of Enterprise Sales
WorkFusion

IDG Twenty One

10:45 am - 12:25 pm The Latin America Shared Services Landscape
Christian Yllescas - Business Service Head for the Americas, LEDVANCE
With today’s sourcing landscape in flux:
• What are the benefits to looking towards the LATAM vs other global
locations?
• What are the tax benefits of choosing a LATAM location?
• What value are SSOs in LATAM seeing in today’s changing market?
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Christian Yllescas

Business Service Head for the Americas
LEDVANCE

IDG Twenty Two

10:45 am - 12:25 pm What Artificial Intelligence Can Do For Shared Services Processing
Asheesh Mehra - CEO, Antworks
Dr. Venkat Dwarakanathan - Chief Technology Officer, AntWorks
With value being at the core of what shared services stakeholders do:
  • Can AI really create thousands of hours of saved time?
  • How is AI helping finance, HR and other functions?
  • What inefficiencies is AI helping to solve in shared services?
  • How much is it actually costing to implement AI in shared services organizations?


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Asheesh Mehra

CEO
Antworks

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Dr. Venkat Dwarakanathan

Chief Technology Officer
AntWorks

IDG Twenty Four

10:45 am - 12:25 pm Analytics Market Evolution & Trends
Reggie Twigg - Director of Product Marketing, ABBYY
With core analytics capabilities remaining in demand there are more SSOs investing in exponential technologies to gain competitive advantage:
  • What analytics are showing the most promise - AI and cognitive analytics, machine learning or predictive analytics
  • How is RPA changing the nature of work for SSOs and demands for AI technologies?
  • What are the biggest barriers to getting AI, machine learning or predictive analytics to work for SSOs?
  • What barriers does unstructured content (documents, email, correspondence) present to adopting AI for SSOs?


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Reggie Twigg

Director of Product Marketing
ABBYY

IDG Twenty Five

10:45 am - 12:25 pm Mobile as a Platform for Digital HR Shared Services
Fraser Kirk - VP, Global HR Shared Services Programme, Brambles
With the movement towards mobile platforms becoming more and more common:
  • What processes are most common from a technological standpoint?
  • What has seen failure to launch in the mobile shared services space?
  • What are typical roadblocks to adoption and how do you overcome them?
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Fraser Kirk

VP, Global HR Shared Services Programme
Brambles

IDG Twenty Six

10:45 am - 12:25 pm Using AI Chatbots in HR Shared Services
Donn Vanderploeg - Vice President, NA, IBM Procurement Services
With more and more HRSSOs moving from transactional to transformational:
  • How are HRSSOs using AI chatbots?
  • How are chatbots proving to be an effective solution in HRSS?
  • What processes do they handle well / not well?
  • What outcomes can you expect from using chatbots?
  • What customer service levels are increasing or decreasing?


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Donn Vanderploeg

Vice President, NA
IBM Procurement Services

IDG Twenty Seven

10:45 am - 12:25 pm Commercializing Shared Services via Carve-Outs
Deborah Kops - Founder, Sourcing Change
The back-office hasn't been looked at as a solution to balance sheet problems, the "carve out" approach many provide a new way to create a promising future for an organization.
  • What three core structural models - joint venture scenarios, selling assets outright, and outsourcing - are being used in carve outs?
  • What opportunities are carve outs creating?
  • What challenges have to be overcome to successfully implement carve outs?
  • How can an SSO gauge readiness for using carve-out models to provide more revenue?
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Deborah Kops

Founder
Sourcing Change

IDG Twenty Eight

10:45 am - 12:25 pm The Growth of Digitally-Enabled Global Business Services - Are We Really Making Headway?
Andrew Jankowski - Executive Partner, IBM Services, Global Talent & Transformation Practice, IBM
With technologies affecting the entire system:
  • How are technologies affecting GBS processes?
  • What does a digitally-enabled GBS look like?
  • How do internal and external functions change once technology been deployed?
  • What might a GBS of the future look like?
  • How is technology governed in a GBS?
  • Is it all working? if not, are we making our move back to shared services?


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Andrew Jankowski

Executive Partner, IBM Services, Global Talent & Transformation Practice
IBM

IDG Twenty Nine

10:45 am - 12:25 pm Evolving Your Master Data Management (MDM) Strategy
Sue Danino - VP, Finance, Hubbell Incorporated
John Transier - SVP, Finance, Harland Clarke
With data reporting at the center of many decisions:
  • How are SSOs governing data decisions?
  • What are SSOs reporting on as it applies to data management?
  • What data manipulations are more likely to happen if a function has a more vested interest?
  • How are organizations tapping into analytics talent within their SSO?
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Sue Danino

VP, Finance
Hubbell Incorporated

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John Transier

SVP, Finance
Harland Clarke

IDG Thirty

10:45 am - 12:25 pm Using Business Process Management Tech to Manage Workflow and Track Data
While monitoring, evaluating and maintaining a path towards process and project success:
  • What BPM software has proven to be best in class and why?
  • How can a SSO effectively find a BPM that meets its modeling, automation, execution, control, measurement, optimization and enterprise needs and goals?
  • What can an SSO do after it has chosen a BPM software and goals and needs to change?


12:30 pm - 1:30 pm Networking Lunch

1:35 pm - 2:05 pm PLENARY: Operating Models of the Future – What to Expect in 2030

Douglas Ausnehmer - Director, Supplier Management Office, Abbott
Ten years from now, what operating model will your shared services organization be focused on? Will it be a single function, multifunction or global business services operating model? Will the SSO of the culture be virtual or physical? What technologies will be part of the operating model? Or, will it be something different altogether? This plenary will explore and predict what the SSO of the future might look like as they seek to move higher in the value chain by improving and adapting models for better results and heightened ROI.


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Douglas Ausnehmer

Director, Supplier Management Office
Abbott

2:05 pm - 2:35 pm Plenary Panel: Capabilities, Applications and ROI of AI-driven RPA: A Discussion with Automation Experts on their Experiences & Vision for Leveraging Transformation to Increase Results in Business Operations

Jeff Segebarth - VP of Enterprise Sales WorkFusion
Laura Bates - Managing Director, Mitsui & Co.
Mike Fedele - VP & General Manager, Mitsui & Co.
Robert Phillips - AVP, Finance and Continuous Improvement, Canadian Tire Corporation
  • Critical capabilities to look for from automation vendors and their partners.
  • Essential tips for shaping a Center of Excellence (CoE) that gives hours back to the business and drives pragmatic innovation into lines of business
  • Case stories: each panelist will give an example of a common business process that was digitized with intelligent automation"


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Laura Bates

Managing Director
Mitsui & Co.

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Mike Fedele

VP & General Manager
Mitsui & Co.

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Robert Phillips

AVP, Finance and Continuous Improvement
Canadian Tire Corporation

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Jeff Segebarth

VP of Enterprise Sales
WorkFusion

2:35 pm - 3:35 pm Networking Break and Demo Drive

Concurrent Track Sessions

FINANCE & ACCOUNTING

3:35 pm - 4:15 pm Seat at the Table through Blockchain Implementation
Burton Buffaloe - Blockchain Tribe Leader, Office of CIO, Finance & Supply Chain, IBM
Moving an organization from waiting weeks to settle supplier payments to settling them in a matter of seconds could start the process of earning the ear of leadership. Additionally, it could assist the entire organization to addressing the mission and vision of their organization.
In this session, participants will:
·         Learn how IBM is leveraging blockchain to streamline contractor management
·         Evaluate the hurdles or challenges to implementing blockchain in an organization
·         Dissect the initial steps to setting up blockchain network
·         Examine the hurdles of breaking down silos to adopt blockchain


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Burton Buffaloe

Blockchain Tribe Leader, Office of CIO, Finance & Supply Chain
IBM

To keep pace with rapidly changing business needs, SSOs are redesigning their talent management strategies and approaches. They are creating new opportunities to attract/retain the best possible talent, while balancing human and digital labor and resistance to change. In this session, participants will:
  • Highlight the developing career paths in shared services. How is automation opening opportunities for shared services and other parts of the business?
  • Discuss strategies to hire/upskill talent. What are the new skillsets needed. Are SSOs utilizing the gig economy, creating CoE s for RPA and Analytics?
  • Discuss the escalating problem of attrition. When you concentrate all your resources in certain centers, whether that be regional or global, you can often lose your ability to drive business acumen
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Kris Ahrend

Head of US Legal Shared Services
Warner Music Group

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Sue Dempsey

Senior Director, GBS Service Center Lead, KNA
Kellogg Company

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Cindy Pauls

Director of Shared Services
Borden Dairy Company

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Kelvin Lovely

Senior HR Advisory Solution Consultant
ServiceNow

CUSTOMER EXPERIENCE

3:35 pm - 4:15 pm Customer First: Leveraging Front Office CX Strategies to Boost Back Office Service Levels
Sudan Anduze - Senior Director of Operations Technology, Fannie Mae
Developing a pleasant experience for customers should be at the center of every decision that is made. However, identifying what issues get prioritized can sometimes get derailed by other issues that arise. So, SSOs must expand, standardize, diversify and create new offering all at the same time.
In this session, participants will:
• Examine pitfalls project-based efforts around elevating customer experience
• Identify the proper channels for customers to improve the customer experience process
• Outline ways to engage the entire organization towards improvement and problem solving
• Evaluate ways to leverage front office strategies to boost back office service levels.
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Sudan Anduze

Senior Director of Operations Technology
Fannie Mae

INTELLIGENT AUTOMATION HOSTED BY AUTOMATION ANYWHERE

3:35 pm - 4:15 pm Building & Scaling-Up Your Bot CoE
Kenny Cheung - Chief of Procurement, The World Bank Group
Bots have the ability to reshape the future of work. They can help with application processing, quote-to-case, procure-to-pay, data migration and entry, report preparation and much, much more. Now, there are great case studies of organizations that have imple-mented all types of bots.
In this session, participants will:
• Explore what are the most common types of bots to be implemented in SSOs
• Identify areas of opportunity related to bot implementation
• Dissect case study examples of how organizations evaluated the work they wanted bots to conduct
• Examine how shared services scaled up the work of bots
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Kenny Cheung

Chief of Procurement
The World Bank Group

SHARED SERVICES ESSENTIALS

3:35 pm - 4:15 pm Your Competitive Edge: Embracing “Customer Experience” Strategy for Shared Services
John Standring - SVP & GM Global Servicing Operations, American Express
Imagine a world where you were able to square the circle between customer service, colleague engagement and keeping your shareholders happy with re-engineering? Self-service, efficiency and speed. This session will talk about how we use a suite of different technology capabilities with process redesign to create outstanding customer service, efficiency, capacity and enhanced control.
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John Standring

SVP & GM Global Servicing Operations
American Express

As the adoption of Intelligent Automation and associated technologies (robotic process automation, cognitive automation, and artificial intelligence) take root and begin to scale across industries, it is fundamentally changing the value proposition of outsourcing. As automation scales and the value of offshoring and labor arbitrage benefits decline in relation, companies are increasingly seeking value in outsourcing through the lens of access to technology, capabilities and talent across their business services functions. Companies also need to re-think how they approach new contracts as well as re-visit existing outsourcing contracts in order to ensure that the impacts of automation are dealt with fairly and equitably.
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Sue Brauer

VP, Strategy & Transformation, Finance Operations
Pearson

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Graham Russell

Director BPO
WPP

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Jay Desai

Senior Director of Outsourcing CoE
AbbVie

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Vicki Phelan

Managing Director, Shared Services and Outsourcing Advisory
KPMG

Group 6

The finance function is transforming due to increased automation, strengthened data and analytics capabilities, and improved controls to support the strategic vision and direction of the business. In this session, participants will:
  • Examine existing F&A frameworks
  • Explore the benefits of implementing new technologies into F&A
  • Outline ways to leverage innovative frameworks to maximize F&A potential
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Xavier Rodriguez

Global Director, Finance Shared Business Services
Technicolor

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Daniel Davidson

VP of Finance Shared Services
Equifax

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Joni Geurts

Accounts Payable Manager
JetBlue Airways

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Lee Coulter

CEO
Ascension Shared Services

HR VISION

4:20 pm - 5:00 pm Research Design and Analytics: A Systematic Approach to Program Evaluation
Steve Hall - Sr. Director - Talent Management Analytics and Solutions, Marriott International
Shifts in the world of work are opening up exciting new opportunities – and challenges – for HR professionals. Being able to drive decision making through analytics could mean the difference of success and failure for an organization. 
 
In this session, participants will: 
·           Be exposed to a framework for measuring the linkage between programs and outcomes
·           Gain understanding regarding key challenges in collecting and using data to drive decision making
·           Learn an overall approach for drawing conclusions about program effectiveness
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Steve Hall

Sr. Director - Talent Management Analytics and Solutions
Marriott International

Are your services meeting or surpassing a customer's expectations? How do you know? Understanding and meeting the needs of customers is key to moving beyond the basics of service and expanding services - whether they are growth or investment related.
In this session, participants will:
  • Examine case studies of organizations that are using in-app, postservice or email surveys
  • Evaluate how you can use Net Promoter Scores to evaluate satisfaction
  • Identify additional strategies for proactively interacting with your customers, humanizing your brand and showing you value a customer centric approach


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Nadia DeVilla

VP, Head of Digital Transformation & Business Development
Manulife

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James Simonian

VP Customer Success
HyperScience

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Pamela J. Wolfe

Chief, Enterprise Services Division NASA Shared Services Center
NASA

INTELLIGENT AUTOMATION HOSTED BY AUTOMATION ANYWHERE

4:20 pm - 5:00 pm Panel: Bot Down! Developing & Implementing Your Crisis Management Strategy
Brendan Staveley - VP of Sales - West Automation Anywhere
Amy Burns - VP, Six Sigma, McKesson
Bots aren't perfect or all knowing. They can fail. It's well worth the time to do a risk assessment and father more tools to ensure that when the inevitable happens - or perhaps it already has - you are ready. In this session, participants will:
  • Evaluate the different ways that bots can fail
  • Explore ways you can extract value from bot failure
  • Examine strategies to get user feedback when a bot does not know an answer
  • Outline ways your SSO can communicate and leverage existing customers to get feedback before an incident happens
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Amy Burns

VP, Six Sigma
McKesson

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Brendan Staveley

VP of Sales - West
Automation Anywhere

SHARED SERVICES ESSENTIALS

4:20 pm - 5:00 pm Process Mining for Shared Services: The Case for Double-Digit Savings & Speed to Market
Daniel Cruceana - Head of Shared Services US, Embraer
Data science is the profession of the future, because organizations who are not able to use big data in smart ways will not survive. With that in mind it has become essential that shared services stakeholders are able to extract the information that will inform leadership to assist them in making strategic decisions for the entire organization. In this session, participants will:
  • Examine the three types of process mining - discovery, conformance and enhancement
  • Evaluate how process mining can create a bridge between data minding and business process management
  • Outline the initial steps to launch a process mining project in a structured manner
  • Explore real-life applications of process mining
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Daniel Cruceana

Head of Shared Services US
Embraer

 Macro changes (digital technology, regulatory, etc.) occurring
across all industries are impacting the required shape and size of the workforce of the future. At the same time, CEOs consistently place talent shortages at the top of the list when asked about their biggest barriers to transformation and implementation of digital technology. Companies must ensure the Business Services organizational structure is able to meet current business needs as well as have the flexibility to evolve. A 21st Century Enterprise is lean, utilizes intelligent automation and accesses skills on demand through platforms and alternative employment models.
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Ryan Loy

Chief Information Officer
EBSCO

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Debbie Ballard

VP, Global Business Services
McDonald's

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Erin Champlin

VP, Global Services & Enterprise Transformation
Johnson & Johnson

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Michael Frankel

Executive Director and Head of GBS
Independent

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Darcy Dangler

Managing Director
KPMG

Group 8

FINANCE & ACCOUNTING

5:05 pm - 5:45 pm Delivering a Continuous Improvement Culture and the Path to Knowledge Management in Shared Services
Ramona Estes - Change and Training Manager, Genuine Parts Company
With process mapping as the base for their continuous improvement model, Genuine Parts Company have successfully managed to drive a culture of improvement that has the support of their teams. Hear about the milestones along GPC’s  journey, the lessons they learned, and how these can be adapted for your organization.
 
  • Learn how to get started on a continuous improvement journey
  • Identify and eliminate the issues that are slowing you down
  • Find out how to get buy-in from senior leadership and secure engagement across teams


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Ramona Estes

Change and Training Manager
Genuine Parts Company

HR VISION

5:05 pm - 5:45 pm Delivering Next-Generation Cost Savings By Delivering a Thoughtful and Measured RPA Approach
Xavier Rodriguez - Global Director, Finance Shared Business Services, Technicolor
The balance of the human to digital workforce is on the minds of many shared services stakeholders. While you are eliminating human error or routine operations with the adoption of RPA, there are still real you have to take into account the living beings that are part of your enterprise. You need to be look at it in a thoughtful and measurable
way. Humans that, as things are being automated, are getting focus on more value-added initiatives.

In this session, participants will:
• Examine the true cost of implementing RPA – while still taking into account the human element
• Focus on how to measure what needs to be automated and what shouldn’t
• Outline ways optimize workflows and continue to introduce value added initiatives amidst change


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Xavier Rodriguez

Global Director, Finance Shared Business Services
Technicolor

CUSTOMER EXPERIENCE

5:05 pm - 5:45 pm Embracing User Centric Design to Create a Culture of Continuous Improvement with Shared Services
Robert Phillips - AVP, Finance and Continuous Improvement, Canadian Tire Corporation
Shared services leaders are often faced with a puzzle - how can I deliver excellent customer experiences and make users happy, while finding ways to be more efficient and deliver savings? In an industry where service excellence means everything, a focus on user experience can help, rather than hinder, shared services leaders in understanding their stakeholders needs. A user centric design can uncover waste and inefficiency, identify improvement opportunities, and enable more effective decisions, ultimately being more efficient. With the end goal of improving customer and stakeholder interactions with your Shared Services team we will highlight:
  • What is user centric design and what difference can it make to Shared Services delivery?
  • How can user experience mapping deliver insights and help create a culture of continuous improvement?
  • What benefits can I expect, and how can I quantify the impact of a user centric continuous improvement approach?
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Robert Phillips

AVP, Finance and Continuous Improvement
Canadian Tire Corporation

CUSTOMER EXPERIENCE

5:05 pm - 5:45 pm 12 Lessons Learned From 12 Months of RPA Engagement
Kristin Deegan - VP, HR Shared Services and Technology, Cox Automotive Inc.
Millions of dollars have been spent by shared service organizations to implement RPA (Robotic process automation), and now organizations are seeing their ROI and identifying key learnings. This means those that are thinking about implementation or are in the process of implementation have a lot they can learn about it what models work, how to meet or exceed expectations, and even know what technology to use. In this session, participants will:
  • Dissect what success and failure looked like when implementing RPA
  • Outline strategies for getting internal buy-in from key stakeholders when implementing this technology
  • Evaluate the ROI of setting up bots in an organization
  • Identify the next steps on the tech roadmap once RPA has been implemented

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Kristin Deegan

VP, HR Shared Services and Technology
Cox Automotive Inc.

SHARED SERVICES ESSENTIALS

5:05 pm - 5:45 pm Altisource Case: How to Adapt Maintaining Excellent Service Levels and Results in Dynamic and Fast Changing Companies
Matias Olmedo - Shared Services and Corporate Accounting Global Director, Altisource
In this session, participants will:
§  Examine how Altisource manages change and how the regional SSC became relevant in the process and change projects, Proactive involvement as differentiation.
§  Explore how Altisource is leading change through talent management and personalized training initiatives, from recruiting and interviewing to using UY XXI finishing schools program to further develop employees.
§  Identify how important agile leadership has become in being successful in today’s shared services marketplace.



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Matias Olmedo

Shared Services and Corporate Accounting Global Director
Altisource

5:50 pm - 6:25 pm KEYNOTE: The Game Changing Experience: Building a Culture of Customer Service that Crushes It!

Robert Richman - Culture Architect and Customer Experience Expert, Co-Creator of Zappos Insights
Disruption is changing every market, at internet speed. And it all feels like chaos, until patterns emerge. Those who know the patterns can do more than predict the future. They can create it. Robert Richman was culture strategist for Zappos.com. He has spoken for Google, Toyota, Eli Lilly, and many other game changing organizations, including the National Security Agency. Robert will share with us how the speaking industry could be disrupted, and how we can get ahead of that curve. Zappos is the company most people think of when they hear the phrase "Culture eats strategy for breakfast." Culture is all the buzz, and there is one thing that drives it... "It all comes down to one factor. It doesn't matter the industry. Whether it's about staying at a hotel, buying a product online, or using a mobile app, experience trumps everything," Robert says. "Experience ultimately beats content and cost. It even beats time. People will stay on a waitlist for months for a better experience, as Tesla showed us."Robert will share how we can create great experiences for our customers and people alike. And rather than just talking about experiences, he will co-create an experience for us to take your company to the next level.
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Robert Richman

Culture Architect and Customer Experience Expert
Co-Creator of Zappos Insights

Are you maximizing your shared services organizations metrics? Shared services have always been focused on monitoring KPIs and keeping close tabs on industry benchmarks and “best-in-class”. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers. This session will explore practitioner insights from SSON’s 2018 “Most Admired SSOs” to derive what real business benefits can be driven from crunching the aggregated data of their peer set and beyond, key early journey compass-setting, how to normalize data collection as you mature, and using roadmap forecasting to establish a baseline for simulating future data for comparison.


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Karla Younger

VP, HR Shared Services
Coca-Cola Company

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Rodney Bergman

SVP Global Business Services
Celestica

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Syazana Lim

Data Research Analyst
SSON Analytics

6:55 pm - 7:45 pm Champagne Toast



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Dave Coulier

Actor
Stand-Up Comedian, Impressionist and Television Personality; Best Known for "Full House"