Day Two: Wednesday, 30th September 2020

Essential Track

9:00 am - 9:10 am Opening remarks from chairperson

9:10 am - 9:40 am UPS: Building Standardized Shared Services Across 220 Countries and Driving A Customer Centric Approach To Service Design

Suzanne Leopoldi-Nichols - President of Global Business Services, UPS, USA

Having grown and developed their multifunctional shared services model, UPS were able to expand to a Global Business Services (GBS) across every continent around the globe. The next step is their GBS 3.0 strategy. Already having positioned themselves as a business partner in 82 GBS hubs through a continuous improvement strategy, they are now focusing on how they can drive a design thinking approach to bring the focus back to customer need. In this session, Suzanne will share lessons learned in the build and expansion of GBS and will talk of how UPS plan to deliver more intelligent and expansive services.

• GBS 1.0 & 2.0 - The build and expansion of GBS on every continent, across 220 countries and territories

  • Going global and lessons learnt
  • Automation and early IA experimentation

• Standing up verticals to support the business model as a strategic ‘value add’ business partner

• GBS 3.0 – driving an end to end model and a design thinking approach: workshopping a catalogue of services

• The demand management process and building a cadence of customer contact & awareness


Suzanne Leopoldi-Nichols

President of Global Business Services

Regardless of maturity, businesses are turning to data and automation to progress their enterprise services. From starting out in RPA to progressing to advanced cognitive analytics and machine learning, it is critical to know how to harness the true potential of data science to be able to collaborate with business. 

This panel will deep-dive into strategies for advancing your digital capabilities and improving your automation journey. 

  • Embedding data science, analytics & visualization into operational models 
  • Transitioning away from outsourcing to an automated workforce
  • Balancing human intelligence with artificial intelligence
  • Adopting IA Platform-as-a-Service 
  • Critical steps to building E2E automation 

Steven Morris

Head of Finance Shared Services Group Finance
Australia Post


Ian Horne

General Manager Business Improvement
Super Retail Group


Ken Tuke

Director of Procurement Engagement
Department of Transport Victoria

10:10 am - 10:40 am Client Case Study Session with Confirmation

10:40 am - 11:00 am Break

Premium Track

11:00 am - 2:45 pm Are you a premium digital pass holder? Email us at for your premium digital experience kit