Main Conference Day 1 - Wednesday, January 27, 2021

10:00 am - 10:30 am One to One Meetings

10:30 am - 11:00 am One to One Meetings

11:00 am - 11:30 am One to One Meetings

11:30 am - 11:45 am 15 Minute Comfort Break

11:45 am - 12:00 pm Welcome Orientation and Chairperson's Opening Remarks

12:00 pm - 12:30 pm Opening Keynote: The Impact and Results of the Technological Acceleration Brought About by COVID

For better or for worse, COVID-19 has acted as a technological accelerant, moving strategies involving new technology forward by years because of the immediate need brought about by the sea change due to the economic crisis. This keynote will detail how their organization grabbed the bull by the horns and upended the strategy for technological innovation. Hear the results of their actions and what the next 12 months holds. You’ll hear:

·        Who was in the “room where it happened,” building and implementing the plans

·        Which technologies were considered and why, including digital workplace, agile workflow, and process intelligence

·        Benchmarks and KPIs set and how they were adjusted quickly as data became available

12:35 pm - 1:05 pm Panel - Managing Through the New Normal - The Unintended Emotional Effects Of the Current Business Environment And how to Keep Your Employees Healthy and Happy

Jana Vondran - SVP, Global Business Services, Ingram Micro
Christine Lebel - Vice President, Controller's Shared Services, Fannie Mae
Puneet Uppal - VP – IBS Operations & Initiatives, Mondelez International


The speed with which business has changed has some employees still reeling from the shift, even over 6 months later. While most have overcome the initial shock and have pivoted to their new environment, many continue to experience difficulties coping with so much change. It is crucial to ensure support for employees coming from the highest offices in order to destigmatize any mental health struggles employees are feeling and provide channels of communications to anyone struggling with the new normal. Join this panel, which includes a mental health coach that has been in the weeds since COVID, helping organizations ensure their employees not only stay productive, but more importantly, stay healthy.


Jana Vondran

SVP, Global Business Services
Ingram Micro


Christine Lebel

Vice President, Controller's Shared Services
Fannie Mae


Puneet Uppal

VP – IBS Operations & Initiatives
Mondelez International

1:10 pm - 1:40 pm How One Shared Services Organization Went From Focusing on Back Office Cost Cutting and Strengthening Controls to Front Office Value-Add

Mike Dufrene - VP, Global Business Services, Masonite

Many companies pursue Shared Services to cut cost and Improve controls. But as we all know, there is so much more to what a SSO can deliver. Once the initial cost cutting is complete the natural next step is to look for other ways to add value. Join this session to learn how one SSO was able to actualize significant t year on year savings in its initial roll-out, and has now moved on to adding tangible, measurable value to the company’s customer service, employee experience & competitive advantage.


Mike Dufrene

VP, Global Business Services

1:45 pm - 2:15 pm VIDGs: Choose One From The Two Topics Below

Sandeep Arora - VP - Sysco Business Services, Sysco Corp

Process Discovery to Process Mining to Process Intelligence: How to Move Toward True Insights


Building Capabilities to Utilize Business Services as an Innovation Driver


Sandeep Arora

VP - Sysco Business Services
Sysco Corp

2:15 pm - 2:45 pm Comfort Break

2:45 pm - 3:15 pm One to One Meetings

3:15 pm - 3:45 pm One to One Meetings

3:45 pm - 4:15 pm One to One Meetings