Live Chat Software
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 SSON Opening Remarks

Heather King - Divisional Director, SSON
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Heather King

Divisional Director
SSON

8:10 am - 8:20 am Chairman’s Opening - Day Two

Brad DeMent - Partner, ScottMadden
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Brad DeMent

Partner
ScottMadden

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Bettina Warburg

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

9:05 am - 9:35 am Panel: When Digital Meets Business Process Management

Kapil Jain - SVP, Global Head of Sales and Enterprise Capability, Infosys BPM


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Kapil Jain

SVP, Global Head of Sales and Enterprise Capability
Infosys BPM

9:35 am - 10:05 am Plenary - The Evolution Story: Intelligent Automation on Demand



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 AMParticipate in 1st Group
11:15 AM – 11:20 AM5 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?


IDG Two

10:45 am - 12:25 pm Measure What Matters: Reassess Your KPIs for Ultimate Performance

IDG Three

10:45 am - 12:25 pm Next Generation Travel & Expense Management


IDG Four

10:45 am - 12:25 pm Business Continuity Planning (BCP)

IDG Five

10:45 am - 12:25 pm Change Management: Morphing into a Beautiful Butterfly

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
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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

IDG Eight

10:45 am - 12:25 pm Stop Herding Cats and Start Managing Your Vendors Effectively

IDG Nine

10:45 am - 12:25 pm Using Design Thinking For Business Process Innovation
James Alessandrini - Director of HR Analytics & Shared Services, Loews
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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


IDG Eleven

10:45 am - 12:25 pm Process Mining for Process Efficiency

IDG Twelve

10:45 am - 12:25 pm Destination: RPA Center of Excellence


IDG Thirteen

10:45 am - 12:25 pm Strategies for Designing Global Payroll

IDG Fourteen

10:45 am - 12:25 pm Benefits of Blockchain Applications Across Order- To-Cash, Record-To-Report & Procure-To-Pay

IDG Fifteen

10:45 am - 12:25 pm Developing Global Process Owners

IDG Sixteen

10:45 am - 12:25 pm HR Excellence: Driving a Fanatical Employee Experience via Self-Service

IDG Seventeen

10:45 am - 12:25 pm High-Performance Record-to-Report


IDG Nineteen

10:45 am - 12:25 pm Branding Your SSO to Attract and Retain Talent
Amy Gallagher - Managing Director, UHY Advisors


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Amy Gallagher

Managing Director
UHY Advisors

IDG Eighteen

10:45 am - 12:25 pm The Future of Procure to Pay


IDG Twenty

10:45 am - 12:25 pm Evolution of Order-to-Cash


IDG Twenty One

10:45 am - 12:25 pm The Latin America Shared Services Landscape
Ruben Vargas - Sourcing Director, Thomson Reuters
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Ruben Vargas

Sourcing Director
Thomson Reuters

IDG Twenty Two

10:45 am - 12:25 pm What Artificial Intelligence Can Do For Shared Services Processing

IDG Twenty Three

10:45 am - 12:25 pm GDPR Impact on Global Services Delivery

IDG Twenty Four

10:45 am - 12:25 pm Analytics Market Evolution & Trends

IDG Twenty Five

10:45 am - 12:25 pm Mobile as a Platform for Digital HR Shared Services

IDG Twenty Six

10:45 am - 12:25 pm Using AI Chatbots in HR Shared Services

IDG Twenty Seven

10:45 am - 12:25 pm Commercializing Shared Services via Carve-Outs
Deborah Kops - Founder, Sourcing Change
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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

IDG Twenty Nine

10:45 am - 12:25 pm Evolving Your Master Data Management (MDM) Strategy

IDG Thirty

10:45 am - 12:25 pm Using Business Process Management Tech to Manage Workflow and Track Data

IDG Thirty One

10:45 am - 11:25 am Building a Latin America SSO
Christian Yllescas - Business Service Head for the Americas, LEDVANCE
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Christian Yllescas

Business Service Head for the Americas
LEDVANCE

12:25 pm - 1:25 pm Networking Lunch

1:25 pm - 1:55 pm Plenary: Operating Models of the Future – What to Expect in 2030



1:55 pm - 2:35 pm Plenary: Digital Operations through AI-Driven Automation



2:35 pm - 3:05 pm Networking Break and Demo Drive

Concurrent Track Sessions

FINANCE & ACCOUNTING

3:10 pm - 3:50 pm Finding a Seat at the Table through Blockchain Implementation
Ryan Davis - SVP, Procurement Management, Bank of America
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Ryan Davis

SVP, Procurement Management
Bank of America

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Kris Ahrend

President of U.S. Shared Services
Warner Music Group

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Chuy Michel

Director, Global Business Services
Herbalife

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Sue Dempsey

Senior Director, GBS Service Center Lead, KNA
Kellogg Company

CUSTOMER EXPERIENCE

3:10 pm - 3:50 pm Customer First: Leveraging Front Office CX Strategies to Boost Back Office Service Levels
Richard Swan - President, Koch Business Solutions
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Richard Swan

President
Koch Business Solutions

INTELLIGENT AUTOMATION HOSTED BY AUTOMATION ANYWHERE

3:10 pm - 3:50 pm Building & Scaling-Up Your Bot CoE
Gary Burke - VP, Finance Transformation and Shared Services, Honeywell
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Gary Burke

VP, Finance Transformation and Shared Services
Honeywell

FUTURE OF BUSINESS SERVICES ROOM HOSTED BY KPMG BY INVITATION ONLY

3:10 pm - 3:50 pm Workforce of the Future

Group 6

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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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Mary Agoglia Hoeltzel

VP and Global Chief Accounting Officer
Cigna

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Kris Caskey

VP, Shared Services
PGA Tour

HR VISION

3:55 pm - 4:35 pm Finding Your Way Through the HR Analytics Maze

CUSTOMER EXPERIENCE

3:55 pm - 4:35 pm Measuring Customer Success and Satisfaction in Shared Services
Nadia DeVilla - VP, Head of Digital Transformation & Business Development, Manulife
Lisa Murphy - VP, Global Shared Services, Whole Foods Market
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Nadia DeVilla

VP, Head of Digital Transformation & Business Development
Manulife

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Lisa Murphy

VP, Global Shared Services
Whole Foods Market

INTELLIGENT AUTOMATION HOSTED BY AUTOMATION ANYWHERE

3:55 pm - 4:35 pm Bot Down! Risk & Control Considerations to Prepare For & Mitigate a RPA Crisis

FUTURE OF BUSINESS SERVICES ROOM HOSTED BY KPMG BY INVITATION ONLY

3:55 pm - 4:35 pm End-to-End Transformation
 

Group 8

FINANCE & ACCOUNTING

4:40 pm - 5:20 pm PANEL: Building a Lean Shared Services Financial Model
Lori Bondar - Vice President, Controller & Chief Accounting Officer, Avery Dennison


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Lori Bondar

Vice President, Controller & Chief Accounting Officer
Avery Dennison

HR VISION

4:40 pm - 5:20 pm Key Considerations and Lessons Learned from Global Payroll Leaders


CUSTOMER EXPERIENCE

4:40 pm - 5:20 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
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Robert Phillips

AVP, Finance and Continuous Improvement
Canadian Tire Corporation

CUSTOMER EXPERIENCE

4:40 pm - 5:20 pm Panel: Lesson Learned from RPA Implementation
Kristin Deegan - VP, HR Shared Services and Technology, Cox Automotive Inc.
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Kristin Deegan

VP, HR Shared Services and Technology
Cox Automotive Inc.

FUTURE OF BUSINESS SERVICES ROOM HOSTED BY KPMG BY INVITATION ONLY

4:40 pm - 5:20 pm Analytics in Shared Services and Global Business Services

5:40 pm - 6:20 pm KEYNOTE: The Game Changing Experience: Building a Culture of Customer Service that Crutches It!

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

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

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Karla Younger

VP, HR Shared Services
Coca-Cola Company

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Rodney Bergman

SVP Global Business Services
Celestica

6:50 pm - 7:45 pm Champagne Toast

7:45 pm - 8:15 pm SSOW Excellence Awards Gala Begins