Agenda Day 2
9:00 am - 9:30 am
EST
Powering Order-to-Cash: The Role of the Organizational Ecosystem in Driving Effectiveness
Saurabh Arora -
Global Head of O2C, Senior Director,
A.P. Moller – Maersk
When looking to improve O2C the natural first place to look is within the order-to-cash process itself, however oftentimes it is the broader ecosystem (such as sales, customer services and logistics) that stops O2C being the best it can be. When not properly aligned, there is little chance of achieving a holistic customer experience, smooth end-to-end process or getting full ROI from technology implementation. In this session Global O2C Lead, Saurabh Arora, delves into how A.P. Moller – Maersk are making the most effective use out of their ecosystem and embracing the 3 E’s of Efficiency, Effectiveness and Experience.
9:45 am - 10:30 am
EST
Panel Discussion: Exploring New Opportunities for Customer Centricity in O2C
Jennifer Burton -
Senior Director Operations - Order To Cash,
Coca-Cola Bottlers
Linda Hui - Former, Director Lead-to-Cash Global Process Owner, LyondellBasell
Nicole M. Sherwood - Senior Finance Director, ABS
Service excellence is a key pillar of shared services, and customer experience (CX) continues to be a priority for GBS teams. However, it can be a difficult balance to strike for AR teams who are also chasing payments. What’s needed is the right combination of technology, effective workflows, and smarter collections strategies. In this session we’ll discuss how you can achieve just that, covering:
· Customer segmentation and dynamic collection strategies
· Building an effective collections workflow
· Handling disputes and coordinating with sales and AR
· Tools that can help: Exploring RPA, AI and business intelligence for collections.
10:45 am - 11:15 am
EST
Hyperautomation Across the O2C Cycle
It is widely reported that the future of order to cash lies in digital transformation, strategic insight and customer-centricity. However, despite this agreed-upon best-practice, automation rates for order-to-cash remain surprisingly low. SSON reported in their 2024 Future of Order to Cash Market Report that 45% of shared services still rate their AR automation level at low to none, indicating that despite the opportunity, automation is not easy. In this session we’ll discuss:
· Overcoming the biggest barriers to O2C automation
· Transitioning from partial automation to autonomous O2C
· The role of Agentic AI in order to cash transformation
