18-20 November, 2019
Sheraton Stockholm Hotel, Stockholm, Sweden

Conference Day One

8:15 am - 8:50 am Registration and Welcome Refreshments

8:50 am - 9:00 am Chair's Welcome Address

9:00 am - 9:30 am Thrusting the back-office into the frontline of change

Visibility, control and investment into back-office functions directly impacts CX on levels that are still widely and continually underestimated.
The new back-office focuses on the customer. Done right, transformation of these areas can generate ground-breaking new means of extracting value, and catalyse positive business outcomes in such a way that drives maximum efficiency yet dramatically cuts costs across the board. There’s no doubt that organisations need to be putting their back-office functions into to the drivers seat for their journey toward winning CX.
  • The evolving role of the back-office in driving enterprise-wide success: what 2019 trends have come to fruition?
  • How business services must improve and transform to support the objective of winning CX
  • Moving beyond siloed frameworks and enabling strategic action as a united workforce

Ole Hjorth Krarup

Director Digital Transformation

9:30 am - 10:00 am Networking Game

Attendants will find a small coloured card on the tables in front of them. The game is simple – find another person with the same coloured card and get to know them! Do they work in the same industry? Are their day-to-day responsibilities and challenges similar? What are they hoping to get out of the event?

10:00 am - 10:45 am BIG IDEAS SPEAKER: Bringing life-and-death decision-making to the corporate world

Chris spent the majority of his 17-year career serving as a high threat bomb disposal operator, and during that time served with a variety of specialist counter terrorism units. These included four years with the UK Special Forces and an attachment to the Security Service (MI5).
By capitalising on his unique experiences in the high-pressure, high stakes world of bomb disposal and intelligence, Chris has been able to develop the skills, psychologies and life-or-death decision-making processes learned in his former career, and translate them to the current needs of today’s commercial world.
Chris’ experience means he can offer businesses and organisations a range of unique and alternative methods for taking calculated risks, developing teams and dealing with the extreme pressure in every aspect of life.
Major Chris Hunter, Counter-terrorist Bomb Disposal Specialist, Author, BBC & Sky Expert Contributor, at UK Special Forces

Major Chris Hunter

Counter-terrorist Bomb Disposal Specialist, Author, BBC & Sky Expert Contributor,
UK Special Forces

10:45 am - 11:15 am Morning Refreshments

11:15 am - 11:45 am BY INVITATION-ONLY: Reinventing the back office leveraging Intelligent Automation masterclass

Automation is by no means the latest buzz word to take the industry by storm, but it’s always existed in some form or shape, and it continues to evolve and transform itself.
The reason it’s in the news today is because what used to be “behind the scenes” has now taken the front seat. What was regarded as just a savings and efficiency enabler is today a revenue-generator, and this is all thanks to the widening gap of legacy systems sitting in piles across organizations.
Call it Intelligent; call it AI-infused or call it Cognitive - what Automation has done at the most basic level is plug the gaps between the various siloed systems, built incremental capacity within the workforce, increased accuracy, and saved time, to say the least. The Back Office has been the easier target for driving automation, as by the nature of primarily manual, repetitive and process-oriented performed there.
Automation is no longer just about RPA, but a solution-oriented approach to bring together in-house solutions, RPA, AI, Analytics and various point solutions available in the market.
Join us to learn how we bring together the leading automation tools, in-house point solutions, AI technologies and market products to drive digital transformation for the back office. We’ll focus on those key use cases demonstrating how we mapped different technologies with, what we call… “Integrated Automation!”

11:15 am - 11:45 am Unleashing enterprise-wide potential through Intelligent Automation

There’s no escaping it - digital is coming for you wherever you are in the world. And for a significant time now, business service functions and GBS organisations have been working to improve their productivity and efficiency by transforming their operational practices. However, there’s no single formula for advancing digital transformation - the roadmap will be unique for each GBS organization, and with orchestration being so daunting it’s critical no stone is left unturned.
  • Digital transformation: opportunity or threat?
  • Optimizing services through content and process digitization and smart automation
  • Making the decision to either strengthen existing core business or explore new opportunities
  • Staying aligned with continuous improvement programs
Jani Rahja, Head of Intelligent Automation at Posti

Jani Rahja

Head of Intelligent Automation

11:45 am - 12:15 pm CASE STUDY: Holding on to your transformation mission & vision - Bombardier’s transformation journey & our lessons learned

  • Baselining! What did our canvas look like and what did we want to achieve?
  • Identifying the key progress inhibitors and elements which stole focus in our approach
  • How our approach changed and the key lessons learned
Octavian Cuntan, Director Business Transformation at Bombardier

Octavian Cuntan

Director Business Transformation

12:15 pm - 12:45 pm CASE STUDY: Applying best practice to a new finance transformation: The JLL journey so far

  • Driving a global initiative for change: having full visibility into the scope/breadth of the transformation from the start
  • Delivering on an ambition to optimise and reinvent ways of working across the organisation through
  • What does good look like? Applying learnings from previous journeys through transformation
Oscar Wallsten, Head of Global Finance Transformation at Jones Lang LaSalle

Oscar Wallsten

Head of Global Finance Transformation
Jones Lang LaSalle

12:45 pm - 1:45 pm Lunch

Track A: People & Culture

1:45 pm - 2:15 pm Cultural change management in practice
  • Creating a vision for change and allowing empathy to take centre-stage in the pursuit of workforce buy-in
  • Effectively measuring current cultural characteristics in order to identify the gaps between what is and what needs to be
  • Change management in times of uncertainty, disruption and digital transformation: key success factors
Jean-Luc Ferraton, Chief HR Officer at Intrum

Jean-Luc Ferraton

Chief HR Officer

Track A: People & Culture

2:15 pm - 2:45 pm CASE STUDY: Change management in a decentralised global context
  • Revamping core finance business areas through replacement of 300+ different systems: struggles and successes so far
  • Achieving corporate sponsorship and overcoming difficulties surrounding workforce competency with new systems
  • Collective preparation – what you can do to ensure success in a decentralised organisational structure?

Track A: People & Culture

2:45 pm - 3:15 pm The importance of digital leadership
As businesses undergo large-scale transformation within a digitising economy, enterprise leaders are compelled to cultivate a profoundly new mind-set and invest in new technology-driven capabilities for winning. This session will explore the different leadership personas and the crucial role digital leadership plays for successful transformation.
  • The new rules of IT leadership
  • Bringing order to digital chaos: how do we recognise true digital leadership?
  • How must digital leaders drive organisational agility and nurture a digitally-savvy corporate culture?
  • Remaining true to the vision: how do we thread core company values and visions into the tapestry of digital transformation roadmaps?

Track B: Process Excellence

1:45 pm - 2:15 pm Rethinking and optimising end-to-end business processes
  • Reengineer or digitise?
  • Understanding which processes require which change
  • Uncovering the priority processes that will create the biggest impact
  • Building new infrastructures with sustainability in mind
Keith Bohanna, Head of Group BPM Standards at Bank of Ireland

Keith Bohanna

Head of Group BPM Standards
Bank of Ireland

Track B: Process Excellence

2:15 pm - 2:45 pm Using a Continuous Improvement Approach to transform your processes across digital/self-serve and voice channels and achieve cost savings while keeping customers satisfied
  • Using CI Methods to understand your customer and align to true customer purpose, make a step change in benefits
  • How to improve customer experience and drive a culture of continuous improvement
  • How to embedding a CI Culture; what to do or not do to make it stick in a sticky environment
  • Finally, some lessons learnt for the next intervention
Anita Tadayon, Director of Business Transformation at British Gas

Anita Tadayon

Director of Business Transformation
British Gas

Track B: Process Excellence

2:45 pm - 3:15 pm CASE STUDY Applying learnings from the Implementation of a new SME Operating Model
Main objective of the session will be to share experiences and how the team overcame significant challenges to implement this program and generate meaningful impact on AIG business. During the session we’ll discuss:
  • How we started implementing core Agile principles
  • How we kept a large team (50+ resources) aligned and motivated
  • How we managed different and sometimes conflicting stakeholders interests

Track C: Digital Transformation

1:45 pm - 2:15 pm CASE STUDY: ‘On track’ to becoming Sweden’s most digital organisation
SJ AB’s mission is to become the national figure-head for digitally-enabled business. Having established a 5-year transformation roadmap, the key focus continues to be on enhancing the passenger experience through innovative digital channels & intelligent data insights.
In this session, Claes will share how SJ is working to stay ahead of the digital game by adopting new technologies and exploring exciting new initiatives for surpassing customer expectations.
  • SJ goes digital: The journey so far
  • Embracing cloud and big data, and integrating into existing infrastructures and legacy systems
  • VR-education: implementing a scalable platform to enable accessible and productive education for SJ employees
  • Engineering large-scale change - your workforce built the bike, but can they actually ride it?
Claes Lindholtz, Director Business Development and Digital Transformation at SJ AB

Claes Lindholtz

Director Business Development and Digital Transformation

Track C: Digital Transformation

2:15 pm - 2:45 pm RPA: Embracing a robotic makeover
  • Sure-fire ways to fail at RPA implementation: avoiding the blindspots
  • Connecting RPA to process excellence practices
  • Guaranteeing timely delivery & measurable ROI of RPA implementation
Girish Pai, Director, Automation & AI Transformation at Ericsson

Girish Pai

Director, Automation & AI Transformation

Track C: Digital Transformation

2:45 pm - 3:15 pm Reimagine customer engagement through the power of AI
  • Adopting an ‘always on’ approach to customer engagement whilst improving the bottom line and allowing more time for value-add business tasks
  • Driving customers to digital experiences and delivering timely, conversational interactions
  • Enhancing operational efficiency through AI embedded into core business service functions & translating this into improved service delivery

3:15 pm - 3:45 pm Demo Drive & Afternoon Refreshments


3:45 pm - 5:15 pm IDG A: When the C-suite doesn’t buy in: challenges and solutions of achieving executive sponsorship

  • What do your executives actually care about right now?
  • How best to leverage data & analytics to demonstrate the value of your proposition
  • Going beyond marketing metrics and build the business case that explains how the change will impact the bottom line

3:45 pm - 5:15 pm IDG D: Enabling and leading supply chain transformation

Alexander Ritter von Weinzierl, Group Supply Chain Director at DT Group

Alexander Ritter von Weinzierl

Group Supply Chain Director
DT Group

3:45 pm - 5:15 pm IDG G: How do you measure the scale of change?

  • Defining the metrics that determine your transformation success
  • Creating digital KPIs that actually work
  • Identifying human “monitors”, and delegating accountability
  • Harnessing the power of robust softwares to assist in measurement practices
Keith Bohanna, Head of Group BPM Standards at Bank of Ireland

Keith Bohanna

Head of Group BPM Standards
Bank of Ireland


3:45 pm - 5:15 pm IDG B: Designing meaningful metrics for your shared service centre

Jan Nikus, Head of Shared Services at KONE

Jan Nikus

Head of Shared Services

3:45 pm - 5:15 pm IDG E: What can and should be offshored?

For many organizations, project staffing requires a mix of internal expertise and external horsepower. However, some organisations cause irreparable damage to their business by outsourcing too early, while others risk falling behind to more innovative competitors by ignoring the opportunities available; and some companies outsource the wrong mix of activities. How do we get it right?
  • What are the top considerations to make?
  • How early is too early?
  • Security and outsourcing – whose responsibility is it anyway?


3:45 pm - 5:15 pm IDG C: Engaging the IT function for enterprise-wide digital success

  • Why IT-business alignment can and does still fail
  • How do we establish a strong working partnership with IT that facilitates all facets of digital transformation?
  • Leveraging IT knowledge & expertise in your mission to scale up RPA
Girish Pai, Director, Automation & AI Transformation at Ericsson

Girish Pai

Director, Automation & AI Transformation

3:45 pm - 5:15 pm IDG F: Collaborating to overcome the “silo mentality”

Multiple internal and external specialists in your initiative means risk and uncertainty. How do you get them to collaborate and deliver strategic outcomes?
  • The behaviours and mindsets that needs to shift in order to achieve operational synergy
  • Constructing and upholding an aligned, universal vision with customer experience as the primary objective
  • Enabling cross-functional focus through operational innovation with flat organisational structures
  • Making project data transparent

5:15 pm - 5:20 pm Chairperson's Closing Remarks

5:20 pm - 7:20 pm End of conference day one & Drinks Reception!