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

Main Conference Day Two: Wednesday, 21st March 2018

7:45 am - 8:30 am COFFEE & REGISTRATION

8:30 am - 8:40 am SSON Opening Remarks

8:40 am - 8:50 am Chairman’s Opening Day Two

8:50 am - 9:30 am IMAGINING THE FUTURE OF SERVICE DELIVERY! Technology, Operating Models and People

The pace of change in the SSO market today means that shared service leaders can no longer choose to be reactionary. In order to keep their competitive edge they must learn to anticipate the future direction of the industry and envisage it in their planning. This panels gathers together some of the most innovative, creative and forward thinking minds to debate where they think the industry is going!

  • Exponential technology disruptions: What’s the future for RPA and Intelligent Automation
  • Next generation service delivery models: Captive, Outsourced, Virtual?
  • Talent and Geography: What’s the next talent profile and where can SSCs obtain it?

9:30 am - 10:10 am How Intelligent Automation Turns Shared Services into a Revenue Vehicle for the Business

Cost and speed are important KPIs for shared services, and Intelligent Automation – the combination of RPA and AI-powered cognitive automation – is a proven way to significantly improve them. But top shared services teams are reaching for a higher goal than just reducing manual work: new revenue. A senior executive from a top enterprise will share the company’s experience and vision for leveraging Intelligent Automation to not only give hours back to the business but also create platforms for increasing revenue.

10:10 am - 10:40 am CASE STUDY: Scaling for Global Process Automation – the Manulife Story


Head to the hall and meet dozens of your next potential partners! And, get a signed copy of Nick Webb's book!


During this part of the summit, 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.

Rotation One: 11:20 - 11:50 | Rotation Two: 11:55 - 12:25 | Rotation Three: 12:30 - 1:00

Group 2


12:00 am - 12:00 am Developing an RPA Center of Excellence
  • Getting the right Robotics CoE organizational structure
  • Allocating roles, responsibilities and reporting lines
  • Collaboration with IT architecture, infrastructure, security and change management


12:00 am - 12:00 am Managing Change Fatigue
  • Combating unfocused, uninspired and unsuccessful change management projects
  • Scheduling progress reviews to combat resistance, loss of focus and ensure sustainability
  • Building momentum through quick wins
  • Adding excitement


12:00 am - 12:00 am Is Your Talent Ready for Digital?
  • Assessing your skills gap
  • Upskilling existing staff with digital
  • Taking a digital approach to encouraging skills adoption: Gamification and collaborative tools accelerate learning
  • Assessing human-to-machine workflows


12:00 am - 12:00 am Business Critical Succession Planning
  • Identifying your top 20% high performers
  • Using competency planning to identify what skills you need
  • Developing a plan to manage skills gaps
  • Assessing current and future needs based on business goals and objectives


12:00 am - 12:00 am Jumpstart Digital Transformation through Travel & Expense Management
  • Empowering employees to make good spending decisions
  • Meeting the travel and technology expectations of millennials
  • Creating seamless online and mobile booking experiences
  • Proactively managing T&E spending before it happens

Group 3


12:00 am - 12:00 am Tackling the Challenge of Process Variations
  • Owning and operating change management initiatives
  • Ensuring process ownership discipline
  • Creating and sustaining engagement with your process teams and owners


12:00 am - 12:00 am Beware the Bot! Security and Disaster Recovery in RPA
  • Future proofing your RPA workforce
  • How to ensure your customer and employee data is secure
  • Locking in system weakness
  • Regression Testing
  • Best practice authentication?


12:00 am - 12:00 am RPA a Game Changer - and a Quick Fix
The idea of Robotics as a gamechanging, transformational technology is welldiscussed, however this can create the perception that RPA is a massive undertaking, requiring extensive planning and years of implementation to achieve the benefits.
In fact, RPA is ideally suited for rapid deployment and immediate quantifiable savings - this roundtable discusses how you can achieve just that.


12:00 am - 12:00 am Creating an SSC Brand to Attract and Retain Talent
  • Creating a brand with meaning and purpose
  • Is your brand millennial friendly?
  • Building a brand to enhance retention and getting your employees to live it!

IDT 10

12:00 am - 12:00 am Creating Bite Size Process Excellence Projects
  • Testing parts of process for errors before committing to a full project
  • Creating quick, sustainable wins and pulling in the right project team
  • Using data analytics to establish precise areas for improvement

Group 4

IDT 11

12:00 am - 12:00 am What Would Your Customers Say About You?
  • Balancing delighting customers with cost concerns
  • Taking a proactive stance to CEM: Empowering staff whilst maintaining governance
  • Creating a customer first culture
  • Establishing trust by acting on customer feedback

IDT 12

12:00 am - 12:00 am IA Reality Check: Scaling and Integrating IA Beyond the Business Case
  • Calculating return on investment for RPA including: Labor, Time to Implement and Technology
  • What to factor in to your budget
  • Getting buy-in for the investment and tips to get the best and quickest return

IDT 13

12:00 am - 12:00 am Do You Know What to do With All Your Data?
  • Too much data? Avoiding analysis paralysis
  • Identifying which data is most useful to your businesses
  • Can´t see the wood for the trees? Data visualization methods

IDT 14

12:00 am - 12:00 am Designing Meaningful Metrics for Your SSC
  • Ensuring team targets match business targets
  • What does good look like: What should you be benchmarking against?
  • Cost per invoice, Days Sales Outstanding, Attrition, Invoices Processed: Base-level metrics you can´t neglect

IDT 15

12:00 am - 12:00 am GB Yes or GB No? Is Global Business Services Delivering on its Promise
  • Local expertise or global standardization: Is GBS the right model for you?
  • Why are some organizations choosing to retreat from GBS?
  • Onshore, offshore, captive, outsourced: How to ensure you chose the right balance before setting off?

Group 5

IDT 16

12:00 am - 12:00 am The New Location Paradox
  • Cost or Talent: What factors should influence your next location decision?
  • Is automation making SSCs location agnostic?
  • Offshore, Nearshore or Next Door: Why are so many SSCs choosing to set up in their HQ?

IDT 17

12:00 am - 12:00 am Digital Transformation of Finance Operations starts with Robotics
  • Learn what is driving organizations to implement intelligent automation as they begin their digital transformation journey
  • Hear how ‘Finance Focused’ bots help organizations not only eliminate manual efforts but also enhance controls, transparency and governance
  • Find out how organizations are accelerating robotic deployment while addressing governance and control issues related to intelligent automation

IDT 18

12:00 am - 12:00 am Maximizing RPA Business Value : Tips for the Entire Journey
  • How today’s organizations should approach RPA
  • Thinking beyond software licenses to maximize return
  • Best Practices for each phase in the process
  • Tips for moving from a POC to the next stage

IDT 19

12:00 am - 12:00 am Future-proof Your Spend Management Systems for the Modern Workforce
  • Enhance visibility into spend patterns to drive more effective purchasing decisions.
  • Discuss how software flexibility and configurability can enable your systems to grow and evolve with your ever-changing business requirements.
  • Realize the importance of a collaborative, mobile platform to retain and attract today’s top talent.
  • Learn the value of a single platform for expense reporting, accounts payable invoice processing, and enhanced data analytics.
  • Leverage the latest A.I. technologies for expense report creation and approval.

IDT 20

12:00 am - 12:00 am Using Robotics, Advanced Analytics and Front-End Controls to Manage P2P Risk
  • Stage Setting: Group members will share examples of robotic and automated processes currently being tried: successes and problems
  • Prioritization: The group will work together to define a short list of 3-5 top priorities in P2P to address with RPA, analytics and controls
  • The Team: Facilitated discussion to define who should be on a work team to define and implement an initiative

IDT 21

12:00 am - 12:00 am Managing Change Fatigue
  • Combating unfocused, uninspired and unsuccessful change management projects
  • Scheduling progress reviews to combat resistance, loss of focus and ensure sustainability
  • Building momentum through quick wins
  • Adding excitement

IDT 22

12:00 am - 12:00 am Tackling the Challenge of Process Variations
  • Owning and operating change management initiatives
  • Ensuring process ownership discipline
  • Creating and sustaining engagement with your process teams and owners

8:00 am - 8:00 am Designing Meaningful Metrics for Your SSC

  • Ensuring team targets match business targets
  • What does good look like: What should you be benchmarking against?
  • Cost per invoice, Days Sales Outstanding, Attrition, Invoices Processed: Baselevel metrics you can´t neglect

1:00 pm - 2:05 pm NETWORKING LUNCH

Grab a friend (old or new) and sit down for a lunch break!

Functional Fast Tracks Begin – 5 Minutes to Move To Your Track!

Group 3

F&A Transformation

2:05 pm - 2:45 pm CASE STUDY: A Global Finance Transformation to a Hybrid Shared Services Model
  • Understanding where you are starting from and where you are going too is important in any journey that you undertake, but also understanding that there are many different ways to get there is just as important. You will hear:
  • How flexibility in your approach to a Global shared services implementation is vital to achieving your goals
  • How to make a captive and an outsourced model work together to enhance the benefit of both

HR Vision

2:05 pm - 2:45 pm Creating a Seamless End-to- End Employee Experience
Since setting up their HRSSC in 2015, Microsoft have been focused on driving value for the company by creating a seamless end-to-end employee experience.

In this session HR Center Lead Mehdi Bhagat discusses:
  • Driving employee experience through onboarding
  • Changing KPIs and using the right technology
  • Making and keeping employees as fans of the company (even after they’ve left)
  • Key competencies to look for when hiring for HRSSC with a focus on experience

Multi-Function Transformation

2:05 pm - 2:45 pm The Bots are Here. Is Your Organization Ready to Welcome Them?
Adopting RPA as the way forward has become the norm in the shared services industry. But implementing an RPA program successfully requires more than just investments and management consensus. An RPA program is as much an organizational overhaul as it is a technological transformation.

In this session, you will learn to answer questions like:
  • Does your organization have the expertise and talent requirements for an RPA program?
  • How do you engage your key stakeholders and enhance organizational governance for your RPA program?
  • What are the common roadblocks to avoid when implementing an RPA program?

Sourcing & Supplier Relationship Management

2:05 pm - 2:45 pm Disruption in Sourcing Through New Supplier Innovation
If a Supply Chain is going to transform rapidly and deliver significantly greater value at lower costs with fewer resources, we must expand beyond internally-focused efforts and identify innovative suppliers that can revolutionize key processes with new levels of automation and intelligence.

  • Designing proofs of concept to encourage a fail-fast culture
  • Digitizing your contracting through advances in AI and new emerging software for contract analytics work
  • Supplier relationship management to foster partnership and innovation

P2P Masterclass

2:05 pm - 2:45 pm Proactive Fraud Risk Prevention - A Technology Framework for Getting Ahead of Potential Risks
A 2017 Kroll Global Fraud & Risk Report shows more than 80% of companies experienced fraud last year. P2P fraud becomes more sophisticated each year and harder to defend against. Learn how SunTrust stays ahead of fraud by using technology to detect, investigate and take action against fraudsters. In this session we’ll cover:

  • Current fraud trends and business risks
  • Why traditional protections are not enough
  • New technology identifies patterns and assesses a wide range of risk factors to identify suspicious suppliers and activities.
  • A best-in-class controls framework you can adopt for your own business

IA Masterclass Hosted by: Automation Anywhere

2:05 pm - 2:45 pm Scaling up an intelligent digital workforce for operational excellence at FedEx
Automation and operations experts from FedEx share their experiences in deploying and scaling their intelligent digital workforce platform to achieve significant gains in operational metrics performance. Key takeaways will include:

  • Challenges with expanding RPA across the enterprise – and how to overcome them
  • Marketing the Digital Workforce internally to FedEx stakeholders
  • Scaling to meet the demand for more and more bots
  • Monitoring success: Governance & ROI


Group 5

F&A Transformation

2:50 pm - 3:30 pm Leaving Bean Counting to the Robots
According to The Hackett Group, “Two thirds of large global companies expect to automate some or most of their finance departments over the next two to three years” to reduce treasury and finance department FTEs or reallocate to higher value work. Software robots are moving from hype to reality in shared services.

In this presentation, we’ll explore hot topics in shared services around robotic process automation (RPA), including:
  • The business case for RPA…and the cost of doing business as usual
  • How to diagnose your biggest pain points and prioritize robot deployment around them
  • How to avoid common mistakes when charting your RPA path
  • The impact RPA will have on your organization’s structure, staff and capabilities

Just as traditional automation has transformed financial processes for shared services, robotic process automation will increase efficiency, reduce errors and prepare your organization for the next frontier of digital transformation. Get ready… the robots are coming.

HR Vision

2:50 pm - 3:30 pm Overcoming the Hurdle: Doing More With Less
In 2017, Turner relaunched its leading practice HR service delivery model to improve operational performance and boost employee satisfaction.
HR needed to invest to be more efficient while remaining nimble—the ability to do more with less. Improvements to the model allowed HR to adequately support Turner’s strategic initiatives and the new pace of change. This session will dive into what was different this time, including changes to its original delivery model and the addition of new technologies, and where Turner is a year later.

Multi-Function Transformation

2:50 pm - 3:30 pm Is Global Business Services Still the Ultimate SSO Model?
Global Business Services can provide incredible advantages when done well; visibility, access to value-add services, global economies of scale to name a few. However whilst there is still significant movement towards global business services, 72 percent of organizations not currently using GBS do not plan to make the shift, and 4 percent tried GBS but switched back.
This session features four leaders who have tried and tested GBS, who will uncover the truth behind GBS.

Sourcing & Supplier Relationship Management

2:50 pm - 3:30 pm Case Study: How Benderson Development Can Quickly Deploy Centralized Applications
Benderson manages hundreds of properties with thousands of tenants across the country, supporting dozens of remote locations managing significant financial and legal responsibilities. How do they prevent application sprawl and provide needed solutions that can be used in either large locations or small branch offices – and keep everything integrated with their core systems? Join Dave Hyzy, IT Director, as he shares how Benderson’s IT department set up a fast, nimble team that was able to quickly deploy centralized applications through a single framework that met multiple needs in the Finance and Legal departments, saving time and money while providing critical IT support and control.

P2P Masterclass

2:50 pm - 3:30 pm Making AP a Profit Center
A revenue generating accounts payable department is the dream - but more and more is becoming a reality with improved technologies.

This session will discuss actionable steps involved to take AP from a cost center to a profit center reality including:
  • Leveraging technology to automate and remove friction from the P2P process
  • Attaining supplier buy-in and enrollment
  • Use data for actionable insights and smarter decision making
  • Working capital optimization

IA Masterclass Hosted by: Automation Anywhere

2:50 pm - 3:30 pm Introducing Enterprise 11: Latest developments in RPA and Digital Workforce Management
Join Automation Anywhere to learn about all the enhancements in the latest release of its industry-leading Intelligent Digital Workforce and RPA platform.


Group 7

F&A Transformation

3:35 pm - 4:15 pm Visibility, Compliance and Control: Creating Measurable Value through Reconciliation
Reconciliations play a vital role to the overall financial statement close process.
Improperly done they can lead to errors and open you up to risk. However, properly managed they can result in unexpected value that stretches well beyond the SSC. In this session we will discuss the need for global standardization of the balance sheet reconciliation process which can lead to compliance with policies, reduction of risk and visibility into the global close process. Join this session to hear one company’s journey to an improved close through standardization and the use of a cloud automation tool.

HR Vision

3:35 pm - 4:15 pm Global Payroll: An Impossible Dream or the Next Step in Value?
Owing to its high visibility and sensitive nature, payroll is often the last thing to be centralized.
However if you´re brave enough, integrating payroll into your SSC can result in huge efficiency savings and value for the business. This session covers:
  • Is there really a provider out there that can service global payroll?
  • What to consider when moving payroll to an SSC?
  • Payroll talent: Key skills and training needed

Multi-Function Transformation

3:35 pm - 4:15 pm Robots or People - Who Will Take the Lead on Processes? NICE hosts The Results Companies for a Fireside Chat
The Results Companies wanted to make their employees offboarding HR process as efficient and accurate as possible and hired the NICE unattended robots to handle it.  But when it came to automate a real-time customer facing process, they decided to take the attended, personal desktop assistant approach. In this fireside chat you'll hear the thinking process and benefits to be had for each automation approach.

Sourcing & Supplier Relationship Management

3:35 pm - 4:15 pm Dealing with Uncertainty: Contracting Principles for RDA, RPA, IA or Whatever
We have never seen the likes of the upheaval we are dealing with right now! Traditional models for making and executing third party relationships are dead forever, with no way to truly understand how to deal with the myriad of issues. Or maybe not. In this unique and interactive session, we will look behind the contract terms to understand the principles that make innovative and disruptive third party relationships work. This will NOT BE A SESSION ON CONTRACT TERMS. Instead we will unpack the underlying concepts required to get the value out of your disruptive relationships.

P2P Masterclass

3:35 pm - 4:15 pm Become the Global Process Owner for 2018 and Beyond Through Design Thinking, Process Mapping and Digitization
  • How to use the GPO model to provide end-to-end services and continuously improve
  • Driving process excellence globally
  • The Importance of Process Excellence and Grasping Global Standardization

IA Masterclass Hosted by: Automation Anywhere

3:35 pm - 4:15 pm Title: Making Robotic Arocess Automation a reality for the Insurance Industry
Automation experts from a leading insurance company and Automation Anywhere will review the journey and the value of introducing robotic process automation (RPA) in ultra-performing insurance operations.

2:05 pm - 3:05 pm GBS EVOLUTIONS: Evolution of GBS Talent: Sourcing and Retaining the Talent You Will Need in 2018 and Beyond

We all know the old talent model needed to deliver transactional processes. What is the new talent model to support an increasingly automated GBS – is there one or many?

  • What are the emerging, must-have skill sets: customer focused, cross-functional, technical/programming needs?
  • Retaining talent – what will career trajectories look like in the new talent model?
  • How are organizations reacting to changing needs – e.g. Location strategy? Recruiting sources? Alt. SDM?

3:05 pm - 4:15 pm GBS EVOLUTIONS: Using the Expanding Palette of Delivery Models to Maximize GBS Value

  • New technologies have presented new service delivery model opportunities: IA, Virtual, etc. How have GBS organizations gone about mapping of their processes to best fit service delivery model?
  • What are the anticipated impacts to governance? How are panelists starting to change their governance processes in reaction?
  • How far should organizations seek to go toward an integrated GBS? How could these new service delivery models facilitate an integrated GBS?


No service provider? No problem! Your next partner could be right in the SSOW Exhibit Hall. Experience different demos and win fantastic prizes!

5:10 pm - 5:50 pm Our Journey Aligning Autonomous Shared Services under an Enterprise Wide Model

We suspect our journey is a little different than others. The Enterprise Shared Service group at Kaiser Permanente must deliver enterprise-wide results, but without a direct reporting relationship to ESS for many of the functions. We all know it’s a “journey" with multiple phases needed to achieve our vision, but selling that journey to our stakeholders from the outset is easier said than done. This is a story of how Kaiser Permanente began with 60+ Shared Service opportunities, narrowed down to focusing on 22, and then selected 10 to accelerate and deliver Enterprise wide results. Join this session to hear how we established multi-function shared service governance without a GBS (or multi-function) structure, created a baseline for consistency in measurement across very different shared services, and motivated progress and tangible movement to get results. All of this while leading the affordability conversation in US healthcare – from one of the most expensive markets in the country!

5:50 pm - 6:20 pm HUMANIZED LEADERSHIP: Empowering GBS Talent in Today’s Virtualized World

With people costs typically accounting for 75% of GBS budgets, employees increasingly feel their managers are interested only in meeting cost control targets set by their Leadership from remote Head Offices. With millennials challenging current HR policies and practices; rampant poaching of top talent; and systemic wage inflation, it’s time for a radical rethink of the GBS employee value proposition. At this keynote, you’ll learn why attracting digitally literate talent actually begins after the job offer has been accepted; why more money rarely retains your high performers; and how to de-stress the workforce when advances in automation and process reengineering trigger headcount reductions. With Leadership rarely meeting their teams face-to-face nowadays, these actionable strategies will help you preserve and grow the value of your greatest assets - individual human beings.