Main Conference Day Three: Wednesday, September 2nd 2020

11:00 am - 11:15 am SSON/CHAIRMAN'S OPENING REMARKS

11:30 am - 12:00 pm TRANSFORMING OUTSOURCED RELATIONSHIPS

In the US, 46% of the SSO Industry operated on a hybrid or an Outsourced Model. And while automation has led to some organizations reshoring their operations, many are finding new ways to work more closely and cohesively with their BPO partners. In this session, hear from several SSO and GBS leaders about how they are successfully nurturing the relationship with their partner organizations, and hear from Outsourcing leaders about how they are harnessing digitalization to transform their value proposition. 


Moderator: Kapil Jain, Senior Vice President, Global Head of Sales & Enterprise Capability, Infosys BPM 




12:15 pm - 12:45 pm LUNCH & LEARN: REWIRING THE BUSINESS MODEL POST-COVID-19

The problem with our current models, with the terms “SSO” and “GBS” is that, by using the term service they both reinforce the idea of “us and them”, and of service provider vs. client. Shouldn’t we all be playing on the same team? In this session, hear how a pioneering organization has transcended the concept of customer service, instead creating integrated and valued business partnerships within its organization. Discover how it has broken down internal silos, the challenges to true partnership and top tips for being recognized as an integral part of its business.

1:00 pm - 2:00 pm DEMO DRIVE & RAFFLE WINNERS ANNOUNCED

2:15 pm - 2:45 pm PLENARY: MAP AND MANAGE HR PROCESSES TO TRANSFORM SUPPORT TO YOUR CUSTOMERS

Have you ever had difficulty describing and managing current processes or ways to improve them within Visio or PowerPoint? Attend this session to learn how Coca-Cola Business Services North America went from enduring slow, isolated, and painful tools like these to a faster, more dynamically collaborative and successful approach for managing HR, Finance and Customer Service related processes. Learn how they easily transformed support for their franchised bottling companies, client support teams, and customer contact centers by mapping and managing business processes with Nintex Promapp. Coca-Cola will share their business process journey including what they needed in a process management solution, their timeline for deployment, and the positive business impact this successful approach to change management has generated since 2017. 



3:00 pm - 3:45 pm LESSONS LEARNED FOR SCALING AUTOMATION AND SAVING MILLIONS IN ONE YEAR

What began as a journey to drive efficiency for UL’s Global Business Services functions has now expanded to developing ways to help the business gain insights on performance and customers. Now, a year after forming its automation Center of Excellence, the team is already saving millions. Todd Blevins, Vice President Global Business Services, UL will share the global safety certification company’s experience in building a successful automation initiative with shared services use cases, along with important lessons learned along the way. 



4:00 pm - 4:15 pm CHAIRMAN’S CLOSING REMARKS

4:30 pm - 5:00 pm VIRTUAL GENIUS BAR