Explore the key factors shaping the bright future of shared services

12 - 13 January, 2021  |  Digital Conference

How much do you know about the future of your industry? About what technology is cutting-edge, what strategies are being deployed by the top SSCs and which trends are going to stick. At SSON we believe forewarned is forearmed and have created this interactive conference to allow you to dream and imagine where this industry is going and what it’s capable of!

The Shared Services community has shown incredible resilience, optimism and drive in helping their organizations survive and thrive during this unprecedented time. Digital transformation programs were not put on hold; they were accelerated, and so were the benefits realized! The industry went from decades to days. Join this event and hear how SSO leaders are resetting their people, process, operating model and technology strategy to drive performance here and now!


Key Topics to be Discussed

Cutting edge technology that’s realizing hard benefits

Future proofing your business strategy with enterprise resilience

Executing a location agnostic operating model; digital workers, self-service, remote and virtual

Agile at scale; leveraging automation, robotics, AI, analytics and other digital solutions

Mapping a future of work strategy to empower employees and drive digital transformation

Day One - 11th January 2021

09:00 – 09:45 EST (14:00 – 14:45 GMT)
Myth-Busting Panel Discussion: Exploring the Future of Shared Services
The shared services market has changed rapidly and drastically in the last year and there is a lot of noise around which operating models, technology and business strategies can help us get back on track. However the amount of information out there is just adding to the confusion and in order to properly plan for the years ahead, it is vital we understand (as far as possible) which trends are here to stay and which are not. In this session our experts cut through the noise and talk about their predictions for:
•    Technology that meets the hype and can help in future proofing your shared service center
•    Operating models of the future
•    Location focus
•    Future of work models

10:00 – 10:45 EST (15:00 – 15:45 GMT)
Beyond RPA: Combining Intelligent Technologies For A Virtual Delivery Center
In SSON’s 2020 Intelligent Automation World Series, it was surprising how little cost-savings were talked about as a driver for RPA implementation. Instead it was the ability to enable agility, better governance and improved customer experience that were touted as the most important benefits, factors which tend to come with a more intelligent solution. In this session we look at how one organization has combined a suite of modern technologies to build a cutting-edge virtual delivery center.
•    Combining intelligent technology for agility, good governance and future proofing
•    Moving from a traditional shared services to a virtual delivery center
•    Getting buy-in for your IA project

11:00 – 11:45 EST (16:00 – 16:45 GMT)
Everything You Need to Know About Process Intelligence In 30 Minutes!
According to a survey by SSON Analytics, not choosing the right process or the process not being mature enough, is cited as the top reason why intelligent automation projects run into trouble. Perhaps that’s why over 34% of respondents to the survey said they were investing in process mining technology in the near future, a clear indicator it’s one of the influential technologies to watch.  In this session we catch you up, giving you an up-to-date look at what process mining and process discovery can do. How they’re implemented, common pitfalls and hard benefits to be expected.

End of Day One



Day Two – 12th January 2021

09:00 – 09:45 EST (14:00 – 14:45 GMT)
Gig, Remote, Digital & Highly Skilled: The Big Talent Conversation
Despite the rise of automation in the last 5 years, humans have become no less important to the success of shared services. Therefore the future of shared services is inevitably wrapped up in the future of talent. Shifting from packed, call-center type environments to remote and digitally enabled skilled workers is the future, and it’s vital we learn from those who’ve already transformed. In this session we discuss:
•    What is the future of work for shared services?•    Hiring, onboarding and planning for remote talent•    What skills are required for shared services of the future?•    The growth of GIG workers and understanding if they fit to your workforce model


10:00 – 10:45 EST (15:00 – 15:45 GMT)
Adopting A Next-Generation Operating Model While Keeping Your Customer Happy
We’ve talked a lot in the last year about location-agnostic, remote and virtual operating models. Whilst the ultimate aim may be to provide more consistent service and meet those SLA’s, the question emerges; doesn’t it take us further away from the customer?  This session examines the next-generation shared services models organizations are adopting and helps you identify if they’ll work for you.
•    Keeping customer satisfaction high during times of change and long-term
•    Creating customer centric processes and operating models
•    Examining the challenges, benefits and practicalities of virtual, remote and location-agnostic global business services

11:00 – 11:45 EST (16:00 – 16:45 GMT)
Is Data Analytics The Answer To Future-Proofing Your Organization?

There are so many benefits to data analytics but its ability to identify vulnerabilities in your process, opportunities for cost savings and possibilities to drive revenue are three which have come in particularly useful during the last year. Combine those benefits with the ability to analyze and predict high volume times of the year and workforce planning for the future becomes infinitely easier. In this session, one shared service center talks through how they have used data analytics to survive 2020 and build a reliable shared service model for 2021 and beyond.


Chairman’s Take-Aways and Closing Remarks

How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.

How much does it cost to attend?

The Future of Shared Services Digital Summit is completely free to attend.

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?

All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.