03 - 04 September, 2019
The Nile Ritz-Carlton, Cairo, Egypt

Conference Day One: Tuesday, 3 September 2019

8:30 am - 9:30 am Registration And Networking

9:30 am - 9:35 am Chairman’s Opening Remarks

UNCOVERING SSON EGYPT

H.E. Amr Talaat, Minister of Communications & Information Technology at Egypt

H.E. Amr Talaat

Minister of Communications & Information Technology
Egypt

9:45 am - 9:55 am Opening Keynote Address: ITIDA Vision And Mission – Today Vs 10 Years From Now

Hala El-Gohary, CEO at Egyptian IT Industry Development Agency (ITIDA)

Hala El-Gohary

CEO
Egyptian IT Industry Development Agency (ITIDA)

9:55 am - 10:20 am REGIONAL KEYNOTE ADDRESS: Going Global? Best Practices For Choosing Your SSC Location

Finding a strategic location for your SSO is an important and challenging decision that can impact your cost efficiencies and long-term talent pool. This session discusses the key components of a successful location strategy.

  • What are some common mistakes organisations make in shared services location selection?
  • What functions and services should be shared locally, regionally, or globally?
  • Exploring the advantages and current challenges associated with Egypt as a location for shared services
Kerry Hallard, CEO at Global Sourcing Association

Kerry Hallard

CEO
Global Sourcing Association

10:20 am - 10:45 am INTERNATIONAL KEYNOTE ADDRESS: ABB Exclusive International Insight: Transforming Your Shared Service Organisation into a Centre of Excellence

Expanding your shared service organisation from a transactional hub to a centre of Excellence can deliver real business growth and increased ROI, yet this is not an easy task for executives to achieve. From the transformation of organisational set up to managing employees with different skills sets and even the culture, there are many key components to consider.

This exclusive international session will discuss:
  • Controlling & planning: Managing the transfer of activities for a Centre of Excellence
  • Organisational structure and people management in a Centre of Excellence
  • The key to success: Managing an integration project in a changing environment
Dr. Rene Zimmermann, Vice President at ABB Global Business Services Centre

Dr. Rene Zimmermann

Vice President
ABB Global Business Services Centre

10:45 am - 11:05 am INTERNATIONAL KEYNOTE ADDRESS: Future SSO Business Models – Are We Ready For Change?

Most enterprises have reaped initial benefits during the kick off of their shared services program but what are the internal and external pressures they need to take into account to ensure they move towards a mature stage.

This session discusses how to evolve shared service strategy to increase responsiveness to growth and take advantage of future business models.

Panellists:
Mark Hentschel, Head of Processes and Steering at Deutsche Telekom Services Europe AG

Mark Hentschel

Head of Processes and Steering
Deutsche Telekom Services Europe AG

11:05 am - 11:25 am Intelligent Automation & The Future of Work

Sriram Narayanan, Vice President –  Head of India, Africa and RoW  Channels at Automation Anywhere

Sriram Narayanan

Vice President – Head of India, Africa and RoW Channels
Automation Anywhere

11:25 am - 11:30 am SSON Polling

11:30 am - 12:10 pm Speed Networking & Coffee Break

RIDING THE SHARED SERVICE MATURITY CURVE:
FROM COST CUTTER TO VALUE CREATOR

12:10 pm - 12:30 pm INTERNATIONAL VS. REGIONAL PANEL DISCUSSION: From Idea, Implementation To Optimization: Critical Success Factors To Consider On Your Shared Service Journey To Achieve Business Excellence

There is no one-size-fits-all approach to shared services. By investing the necessary time upfront in developing an effective strategy, and deployment plan, companies can avoid costly problems and ensure their transformation delivers the greatest possible business value.

Senior leadership will discuss:
  • Which service model is right for your organisation?
  • Key attributes of a successful shared service strategy
  • Ensuring strategy and implementation align with the companies goals

Panellists:
Dr. Rene Zimmermann, Vice President at ABB Global Business Services Centre

Dr. Rene Zimmermann

Vice President
ABB Global Business Services Centre

Peter Sexton, Executive – Global Operations Finance at GE MENAT & SSA

Peter Sexton

Executive – Global Operations Finance
GE MENAT & SSA

Sriram Narayanan, Vice President –  Head of India, Africa and RoW  Channels at Automation Anywhere

Sriram Narayanan

Vice President – Head of India, Africa and RoW Channels
Automation Anywhere

As beneficial as cost reduction and process efficiency is, leading shared services are fully optimised beyond operational excellence to allow senior management to focus on strategic decision making and adding great value.

Key question: How can you turn your shared service centre from a cost centre to a profit centre?

Senior leadership will discuss:
  • Strategies to drive shared service success after launch
  • Align the shared services strategy to support growth not just cost reduction and optimization
  • How to drive shared service value beyond labour service savings

Panellists:
Hatem Selim, Head of the Shared Service Center - META Region at Ingram Micro

Hatem Selim

Head of the Shared Service Center - META Region
Ingram Micro

Sameh Abou Zeid, GSC Center Director at HSBC Egypt

Sameh Abou Zeid

GSC Center Director
HSBC Egypt

Abderrahman Benouhoud, Head of Finance at Steering Advisory Dmcc Dubai Branch

Abderrahman Benouhoud

Head of Finance
Steering Advisory Dmcc Dubai Branch

Magued Mahmoud, Vice President, Egypt Center of Excellence at Dell Technologies

Magued Mahmoud

Vice President, Egypt Center of Excellence
Dell Technologies

1:00 pm - 1:20 pm Global and UAE Insights from the Teleperformance CX Lab

       Key trends discovered during the course of annual survey of 200,000 B2C end-customers across 18 sectors and 14 countries, including the UAE
       Key insights regarding customers’ preferences and behavior regarding topics such as brand loyalty, contact rates, FCR, and chatbots
       Generational preferences regarding channels used and its importance in segmenting the customer base and providing the desired channels to consumers
Marina Netto, Global Head of CX Lab & Strategic Sales Support at Teleperformance Group

Marina Netto

Global Head of CX Lab & Strategic Sales Support
Teleperformance Group

1:20 pm - 1:30 pm SSON Polling

1:30 pm - 2:30 pm Lunch and Networking Break

A DIGITAL FUTURE: LEVERAGING ADVANCED TECHNOLOGIES
TO ACHIEVE SIGNIFICATION ROI

2:30 pm - 3:00 pm Unilever Case Study: Driving an Integrated Employee Experience

Salah Metwali, People Experience & Operations Director North Africa, Middle East, Turkey and Russia at Unilever

Salah Metwali

People Experience & Operations Director North Africa, Middle East, Turkey and Russia
Unilever

3:00 pm - 3:30 pm INDUSTRY EXPERT PANEL DISCUSSION: Fueling Innovation And Disruption: Investing In Emerging Technologies To Build Next Gen Shared Service Centres

Disruptive technologies such as RPA, Blockhchain, Cloud and analytics create opportunities that revamp business functions.

This exclusive session will bring experts together to discuss how to capitalise on emerging technologies to bolster your growth.

Senior leadership will discuss:
  • Discussing technology trends for 2019 and beyond – How are they impacting shared service models?
  • How digital can accelerate the leap to value-added differentiation
  • How to utilise technology to streamline processes
  • The big debate: Are technology trends replacing shared services?
Anil Bhavnani, Director BPO and Digital Transformation - India Site Leader at Pfizer

Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

Mohamed Sami, Head of Technology Shared Services Egypt at Vodafone Shared Services

Mohamed Sami

Head of Technology Shared Services Egypt
Vodafone Shared Services

Martin Janzen, Managing Director Cairo at Simon - Kucher & Partners

Martin Janzen

Managing Director Cairo
Simon - Kucher & Partners

Robotic Process Automation allows early adopters in service delivery and global business services to achieve cost efficiencies and create a more competitive business. But as with any technology, there are misconceptions over what RPA what can and can’t do. This exclusive session will demonstrate how to strategically integrate robotics to further enhance business outcomes.

  • Why is RPA the future of shared services – key reasons RPA should be on your agenda
  • What is the value of RPA – can it deliver beyond the hype?
  • Man vs. Machine: Critical considerations when choosing which processes to automate
  • All or nothing? Debating whether your organization should partially or fully adopt RPA


Dr. Kenneth Lei, Leader of Robotic & Cognitive Automation Europe & The Middle East at Deloitte

Dr. Kenneth Lei

Leader of Robotic & Cognitive Automation Europe & The Middle East
Deloitte

Sagar Vaswani, RPA Lead at Majid Al Futtaim

Sagar Vaswani

RPA Lead
Majid Al Futtaim

Anil Bhavnani, Director BPO and Digital Transformation - India Site Leader at Pfizer

Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

3:00 pm - 4:00 pm An overview of Middle East customer perception by looking at different dimensions

A strategic workshop on customer perception, join this session for a deep dive on the follows:
       Customer behavior and customer service preferences across 18 industries surveyed, including financial services, retail, and technology
       Overall brand perception
       How willing are customers to recommend the brand to family and friends?
       How satisfied are customers with the brand?
       How likely are customers to remain with the brands for the next 12 months?
       Customer Service FCR, Effort and Satisfaction
       Generational segmentation
       Changes in channels used and preferred for interaction over the last 3 years
       Top attributes driving Customer Service Satisfaction
       Insights regarding social media and mobile app usage
       Chatbot usage analysis
       Contact rate variation per sector 
Marina Netto, Global Head of CX Lab & Strategic Sales Support at Teleperformance Group

Marina Netto

Global Head of CX Lab & Strategic Sales Support
Teleperformance Group

Ahmed Abdelhady

Call Center & Service Tracking Manager
Samsung Egypt

4:00 pm - 4:30 pm The SSO Networking Cocktail Reception

Closing reception with beverages (non-alcoholic) and a networking opportunity

5:00 pm - 5:30 pm End Of Conference Day One