Main Conference Day 2
8:15 am - 8:45 am Registration and morning coffee
8:45 am - 8:50 am SSOW Europe Opening and Chairperson’s remarks
8:50 am - 9:20 am A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service
In this keynote address, take a look into the future of the Business Services industry. Hear one business services leader’s vision for the DNA of the Business Services Organisation of the future - driving transformation and leveraging technology in an entrepreneurial and market driven spirit, focussing on not just RPA, but a plethora of other new technologies including workflow automation, cognitive computing and data analytics. It is undeniable that Digitalisation and Process Expertise are becoming ever closer, and in this session, hear about how digital services and value-add solutions will add even greater business value and customer satisfaction.
Kai-Eberhard LuegHead of Business Process Shared Services and Finance Shared Services
Adam KiwalkskiHead of Business Services
9:20 am - 10:00 am Big Ideas Speaker! Artificial Intelligence and Business – 10 Things You Must Know Today About Our Future
Already, Artificial Intelligence is changing our world in ways that most “ordinary people” fail to imagine. In the not-to-distant future, AI will impact every area of our lives, some in ways we can’t yet predict.
In this closing session for Day One of SSOW Autumn, hear from Lasse Rouhianen, international author and keynote speaker on emerging technologies, about the implications of AI within business.
What are some of the AI resources you should be using now? What are some resources that you should be planning to use within the next year?
Is the hype surrounding AI justified?
Lasse RouhiainenInternational Author of AI, 101 Things You Must Know Today
10:00 am - 10:30 am Process Mining Case Study
In this session, hear from a leading multinational SSO about the value it is driving from its process data. Learn how, through visualising and analysing their data, this organisation has been able to discover bottlenecks and inefficiencies in processes, and has been able to create dependable analysis which is having an impact on the top and bottom lines of the wider organisation. Discover how this has lead to a “solution first” mentality, and collaboration with the wider organisation has become more efficient and less political.
10:30 am - 11:00 am Panel: Bird’s Eye View - What do the C-Suite Really Need From Business Services?
You will have heard a lot about “customer excellence” and “effective business partnering” this week already, but what do senior executives OUTSIDE of the business need from Business Services in 2020? Is Business Services really seen as a trusted and valued part of the business, or does the concept of “cost arbitrage” still to some extent exist?
11:00 am - 11:15 am Networking Session - Train Your Mind: Build your way to better business and transform insight and awareness into commitment and shared goals
The LEGO® SERIOUS PLAY® methodology is an innovative process designed to enhance innovation and business performance. Based on research which shows that this kind of hands-on, minds-on learning produces a deeper, more meaningful understanding of the world and its possibilities, the LEGO® SERIOUS PLAY® methodology deepens the reflection process and supports an effective dialogue – for everyone in the organisation.
Each participant will be given a pack of 6 LEGO Duplo bricks of 6 different colours. The moderator will teach the group how to use the LEGO bricks as an icebreaker in their own workshops and meetings to spice things up!
Ondrey NovotnyLCI Business Partner, Business Service Operations
11:15 am - 11:45 am Morning Break
Track A: Expanding and Elevating the Scope of Business Services11:45 am - 12:15 pm Case Study: Getting A Seat At The Transformation Table
In this session, hear how a multinational organisation is expanding its operations and showcasing its value to the wider organisation through moving to a GBS model.
● The challenges with adopting a GBS model
● Proving value- how to get senior-level buy-in
● One size fits all? Is it possible to have single processes and to cater for altering customer needs?
Track A: Expanding and Elevating the Scope of Business Services12:15 pm - 12:45 pm 10 Tips to Successful and Sustainable SSC Expansion!
In this session, hear from Thomas Bloeman about his top tips and tricks to successful SSC set-up and expansion, following being an integral part of the set up of Mearsk’s SSC team, and now setting up Panalpina’s GBS function from scratch.
Panalpina’s GBS function is set to double within the next 24 months:
● Establishing culture in a rapidly changing environment
● Maintaining quality of service and BAU operations whilst growing
● Having the right people with you on the journey
Thomas BloemenCorporate Head - Global Business Services
Track A: Expanding and Elevating the Scope of Business Services12:45 pm - 1:15 pm Panel Case Studies: Mergers and Acquisitions, How to Harmonise Your Business Services
In this session, hear from SSO and GBS leaders about the impact of M&A on their business services, and how to maintain BAU and service excellence whilst managing internal changes with parent companies.
· What’s the best way to integrate multiple business services organisations?
· How to harmonise different IA strategies?
· Service excellence during post-merger acquisition
Satu Schroderus de RooijFinance Transformation AI
Gillian AhluwaliaFinance Director - Business Shared Services
Marcin TchorzewskiEMEA Head, MMC Accounting Operations
Marsh & McLennan Companies
Track B: Future Tech - Analytics11:45 am - 12:15 pm Predictive Analytics in the GBS of the Future
What would be the impact on your business if you knew whether your suppliers would pay on time, what the best price point for your services was, and how likely your customers were to go elsewhere?
In this session, hear how this Fortune 100 pharmaceutical giant’s GBS function has ownership for global data, and is using this to drive insights and value back to it’s business.
● Where the easy wins are (finance and O2C)
● The importance of process standardisation
● Looking into AI to support future analytics
JP O'LearyDirector Analytics, Global Business Services
Track B: Future Tech - Analytics12:15 pm - 12:45 pm Case Study: Starting from Scratch - Compiling Your Data Analytics Strategy
In this session, hear from Ellen about how Ingram Micro have established an enterprise-wide analytics strategy in order to maximise value to their business. Moving from a point where data was located everywhere within their organisation, learn:
· How Ellen and her team have established governance, data warehouses
· The true value of data
· Key metrics management – productivity and areas for concern.
Ellen MeekelsGlobal Business Services Global Head of Reporting & Data Analytics
Track B: Future Tech - Analytics12:45 pm - 1:15 pm Panel: What To Do With Information Overload? Constructing your DA Strategy
The modern business is a data-driven environment, yet all too often, critical decisions are made based on “gut feel” or partial information which does not tell the whole story. As Business Services provides the ideal incubator for ownership of data analytics, this panel session will discuss:
· How to collect and collate your data
· Constructing a data analytics strategy 101 – what does your business need from you?
· Utilising IA and AI to provide value back to your customer partners.
Amy BareDirector of Strategy and Automation, Global Business Services
Anwar MirzaGlobal Head of Data Governance
Track C: Culture and Talent11:45 am - 12:15 pm Case Study: Transforming the Quality of Transformation - Beyond Continuous Improvement at Honeywell
Learn how Fortune 100 conglomerate Honeywell is currently on a journey to significantly increase the quality of service it provides, by looking beyond “traditional transformation” methodologies.
Understand HOW they have changed to a more holistic view of change, looking outside the box to focus on innovations, data analytics, and design thinking with the customer in mind, with projects including:
● Operational delivery for HR activities for a customer group of 35,000 employees across 50 countries
● Driving the on-boarding team from an experience standpoint
Monica MurerOperations & Continuous Improvement Director - Shared Services
Track C: Culture and Talent12:15 pm - 12:45 pm Case study: Creating Culture – Why Investment in the Intangibles is a Critical Component of Success
In this session, hear from a leading BSO about how and why they have prioritised company culture as the central part of their strategy, and learn what the impact of NOT focussing on this could be to your employees.
· What does “culture” really mean? What type of culture do Millennials and Gen Z want to work in?
· Does investment in “nice” working environments deliver ROI? How can you measure this?
· Culture, productivity, and attrition…the missing link.
Track C: Culture and Talent12:45 pm - 1:15 pm Panel Case Studies: Embracing Change! Growing Business Services With a CI Mind-set
There is no BAU within Business Services, but how do you maintain service excellence when there is of seismic transformation occurring within your business?
In this session, hear tips and tricks from individuals with extensive experience managing large-scale change and transformation programmes.
· What would they do differently with the benefit or hindsight
· How to get back on track and cope with “transformation fatigue” within your team
· Adopting an agile mindset – responding to changing project and programme needs
Maria SalvatoreDirector of Finance Operations
Sam HortonGlobal Services Finance Strategy and Operations Director
Johnson & Johnson
Christopher TherkelsenDirector - EMEA Sales Order Management & Customer Experience SSC Industrial Group
1:15 pm - 2:15 pm Lunch and Prize Give Away!
2:15 pm - 2:55 pm Outsourcing and the Future of Business Services
Digital technologies are affecting the way that BPOs are conducting business with their clients. The threat of reshoring is real, and is leading Outsourcers to reconfigure and reimagine their operations.
This panel will explore the trends that are impacting service centres, the most current strategic imperatives for outsourcing, case studies of successful digital transformation with the assistance of BPOs, and where and what the opportunities for growth into 2020 are.
● Captive, outsourced, or hybrid - what is the best TOM for an SSC/GBS?
● How can SSC leaders encourage digital transformation with their outsourced partner?
● Stakeholder management - establishing best practice between your BPO and your customers
Sam HortonGlobal Services Finance Strategy and Operations Director
Johnson & Johnson
Pete JuddFinance Transformation Director
2:55 pm - 3:25 pm Service Provider or Business Partner? Different Approaches to Service Excellence
In this panel session, discover how leading organisations are prioritising customer experience, truly putting excellent service at the heart of what they do.
Discover how they are:
- Redesigning operations with the customer in mind
- Leveraging technology platforms to make the customer experience as seamless as possible
- Utilising data to help understand where the gaps are