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 RE-INVENTING BPO IN THE "NEW DIGITAL NORMAL"

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 



12:00 pm - 1:00 pm STARTUP PITCH SESSION - A MUST ATTEND

There is no better way to kickoff the Startup Zone than to hear from our Startup Zone sponsors about their unique product, value proposition, and the ROI they bring to SSO and GBS organizations.


How It Works:

Each startup has three minutes to pitch, focusing on how their product differentiates from what is currently on the market and detailing the problem their solution solves for SSOs. Attendees will rate the pitch on a scale of 1-5; based on the pitch you just saw, how likely are you to be interested in a further conversation? The to rates startups will be invited to the finalist pitch session on Thursday, September 3rd, where they will go through an intense but fin line of questioning from the Startup Zone Advisory Committee.















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 & NETWORKING BREAK

PLENARY

2:15 pm - 2:45 pm 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. 



STARTUP ZONE

2:00 pm - 2:45 pm WHAT DOES IT TAKE FOR ENTERPRISE AND STARTUPS TO WORK TOGETHER EFFECTIVELY? UNLOCKING THE SECRETS TO COLLABORATION
Suzanne Leopoldi-Nichols - President, Global Business Services, UPS
Raj Thiagarajan - Director and Startup Advisor, Microsoft for Startups
Shakti Jauhar - Global Digital Transformation Leader and a, Board Member

Today’s business services climate demands innovation that will allow SSO and GBS organizations to leap-frog the status-quo and ratchet up the benefits of shared services. Fortunately, there is a parallel push from startups who bring not only the innovation, but also the risk-taking character and agile infrastructure to support exponential value creation.


During this panel we will discuss:


  • How shared services leaders can find, select and engage most effectively with startups
  • How startups must "show up" to work with enterprise - directly and through strategic partners
  • The common obstacles to collaboration and how to overcome
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Suzanne Leopoldi-Nichols

President, Global Business Services
UPS

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Raj Thiagarajan

Director and Startup Advisor
Microsoft for Startups

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Shakti Jauhar

Global Digital Transformation Leader and a
Board Member

3:00 pm - 3:45 pm SCALING AUTOMATION TO REDUCE THOUSANDS OF WORK HOURS IN ONE YEAR

Todd Blevins - Vice President, Global Business Services, UL

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 across the UL organization. Now, a year after forming its automation Center of Excellence, the team is already automating 2 million tasks, saving over 100,000 hours of work with 500+ engaged users across 20 countries. Todd Blevins, Vice President, Global Business Services, UL along with Catalytic 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. 



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Todd Blevins

Vice President, Global Business Services
UL

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

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