September 23 - 26, 2019 | Scottsdale, Arizona

Pre-Conference Workshops and Conference Day 1 | Tuesday, September 24, 2019

Start of Pre-Conference Workshops

Deep Dive Workshops

Deep Dive Workshop A

8:00 am - 10:00 am RPA Projects: Getting Crawling to Walking in 6 Months
Shared services organizations are due to change more in the next six months due to automation than they have seen in years. According to SSON Analytics, 1/3 of SSOs are already implementing RPA with 44% testing or planning to implement soon. So, how can you prepare? This deep dive workshop will explore what processes and tasks are being automated quickly and effectively, and see what is changing. Participants will take part in three learning segments designed to create a roadmap for automation projects at any level.

Insight Segment – 1 hour
• Identify processes that are being automated in different functions
• Examine successful buy-in strategies to pilot and scale automation projects
• Build smart supplier relationships to drive innovation and maximum value add
• Discuss ways to measure the ROI of your RPA deployment

Roadmapping – 40 minutes
• Work in groups to create a roadmap to successful RPA project deployment
• Craft proactive strategies to prevent wrong process/tool selection and insufficient change management

Group Share Segment –20 minutes
• Receive a report back from each group, detailing their roadmap and next steps

Deep Dive Workshop B

8:00 am - 10:00 am Increasing Productivity and Value through Process, Human Capital and Technology Investment
With a great deal of movement towards enterprise wide value, shared services organizations need to figure out how to do more with less, increase productivity and increase value in a very short amount of time. Participants will take part in three learning segments design to create
a roadmap for increasing productivity and value at the functional and enterprise level.

Insight Segment – 1 hour
• Discuss the characteristics of top performing HR Service Organizations
• Highlight the HR frameworks, self-service tools and automation to create improved value-add for the business
• Review the future of HR Tech, exploring areas of AI based sourcing tools and machine learning within HR Call Centers
• Make the most out of your HR data by focusing on accuracy, definitions and the right structure

Roadmapping Segment – 40 minutes
• Work in groups to create a roadmap to optimize and improve HR services

Group Share Segment – 20 minutes
• Receive a report back from each group, detailing their roadmap and next steps

10:00 am - 10:15 am Registration and Expo Hall Opens

Deep Dive Workshop C

10:15 am - 12:15 pm 5 Strategies to Build a Rock Star Culture of Continuous Improvement
Shared services strategies + continuous improvement strategies + technology advancement = the future of enterprises that are innovating and saving money. That’s the goal. Building it is a different matter, which requires customers to take ownership and accountability for creating improvement and much more. Participants will take part in three learning segments designed to roadmap a culture strategy for rapid implementation.

Insight Segment - 1 hour 15 minutes
• Explore how SSOs are looking at continuous improvement in today’s modern organization
• Explore – through an active learning exercise – where you sit in comparison to other SSOs in attendance by function and maturity
• Explore how to make incremental change when it comes to create a culture of continuous improvement
• Examine how to get employees to start providing ideas
• Identify cost saving strategies to create lasting change
• Dissect how to measure if improvements are sustainable, working or are worth the effort to implement

Roadmapping Segment – 30 minutes
• Construct a template for implementing five continuous improvement
initiatives within your SSO that includes cost savings strategies, points of
measurement and employee feedback.

Group Share Segment – 15 minutes
• Evaluate various roadmaps that were developed and receive active feedback from participants based on knowledge gained during the deep dive

Deep Dive Workshop D

10:15 am - 12:15 pm 10 Ways to Improve Decision Support through Data Analytics (What Do I Do With All These Numbers?)
Jerred Crosby, Partner at ScottMadden, Inc.

Jerred Crosby

ScottMadden, Inc.

Start of Main Conference Day

12:30 pm - 12:40 pm SSON Opening Remarks

12:40 pm - 12:50 pm Opening Remarks from the Chairman

Brad DeMent, Partner at ScottMadden, Inc.

Brad DeMent

ScottMadden, Inc.

Opening Theme – Responding to Today’s Biggest Shared Services Drivers

12:50 pm - 1:20 pm Agility – Are You the Pro-Athlete or the Benchwarmer?

Saying that an organization should be agile in today’s fast-paced shared services environment is one thing. It’s a whole different ball game to build an organization that really does have the right
personnel, methodologies and learning embedded in its everyday practices to truly be an agile shared services organization.

In this session, participants will:
• Explore what elements are part of a truly agile shared services organization
• Examine what personnel need to be in place in order to sustain agility today and develop an agile team dynamic
• Examine ways to reduce friction with other parts of an organization when trying to develop agile shared services methodologies and practices
• Identify ways to scale agility as your organization grows
Kim Skanson, President of Shared Services at Cargill

Kim Skanson

President of Shared Services

1:20 pm - 1:50 pm Prioritizing Workforce Needs in Today’s Automated Shared Services Environment

As technology has created a new layer of complexity and opportunity, SSOs are redefining their workforce strategies. According to SSON Analytics, in 2022, it is projected that the most popular workforce strategies will be to hire new permanent staff with skills relevant to new technologies and look to automate the work. Now, more than ever, shared services stakeholders have to decide what they can automate, what they can eliminate, and what they can reskill.

In this session, participants will:
• Explore what the next year of talent management acquisition in shared services will look like
• Identify the projected strategies to address shifting skills needs'
• Evaluate the various ways that SSOs are providing career development to meet the needs of tomorrow

1:50 pm - 2:50 pm Afternoon Networking Break and Demo Drive in the Exhibit Hall

Whether implementing a new SSO or driving through transformations that will deliver improved service, leaders need as strong awareness of change management options and methodologies, and the ability to execute them. The single most common cause of shared services failure is lack of change management. During this session, learn how to invest the right amount of time and money in managing the change up front.

In this session, participants will:
• Explore methodologies for getting buy-in when change is needed
• Examine the structures that need to be in place to create change in any shared services environment
• Evaluate timelines for change management success
Shivani Bhatia, VP of Global Business Services at Berlitz

Shivani Bhatia

VP of Global Business Services

Jana Vondran, Head of Global Business Services at Ingram Micro

Jana Vondran

Head of Global Business Services
Ingram Micro

Ronn Kolbash, Associate Vice President  of Shared Service at University of Chicago

Ronn Kolbash

Associate Vice President of Shared Service
University of Chicago

3:20 pm - 3:50 pm Becoming the Analytics Superhero Your Enterprise Needs Now

Being able to inform a business leader of a possible opportunity – or risk – before anyone else can see it or predict it will make you a hero and help your organization get a jump on the competition.
That matters in today’s competitive environment. The good news is that many organizations aren’t there yet – in terms of using business analytics effectively. The bad news, many organizations
are eagerly studying how to get there.

In this session, participants will:
• Examine how to stay ahead of the competition
• Evaluate how shared services leaders are using analytics to reduce churn, increase recruiting, and find the best and the brightest
• Evaluate how shared services leaders are using artificial intelligence to get answers to their most pressing questions through the use of business analytics
Matt Thomas, Director of Financial Planning & Analysis at Comcast

Matt Thomas

Director of Financial Planning & Analysis

Jay Chang, Executive Director of HR Analytics at Comcast

Jay Chang

Executive Director of HR Analytics

Concurrent Track Sessions

Track A - Talent Management

3:50 pm - 4:20 pm Navigating the Balance of the Human and Digital Workforce
There is still a fear amongst human workers that robots will take their jobs. The reality is
that robots are taking jobs, but there is an evolution happening to the way work is done.
The result is that shared services stakeholders must figure out a plan for their human
workforce that have real human needs.

In this session, participants will:
• Explore the restructuring of jobs as a result of automation
• Evaluate how to balance the needs of human workforce and the need to save your organization money in order to stay competitive
• Discuss upskilling strategies to advance the next generation of shared services talent
Lisa Larson, VP, Shared Services at AMN Healthcare

Lisa Larson

VP, Shared Services
AMN Healthcare

Track B – Automation for Today’s SSO

3:50 pm - 4:20 pm Personalizing Digital Touchpoints for Increased Employee Engagement
all examples of how SSOs are reaching their stakeholders in new and innovative
ways. The goal typically is based in a desire to personalize the experience so that a
customer can access the information they need quickly and effectively.

In this session, participants will:
• Examine challenges to implement a more personalized customer journey
• Evaluate the opportunities that technology is creating to make the journey more personalized
• Identify functional specific opportunities to create a customer-centric experience
Patricia Tourigny, Senior Vice President of Human Resources Shared Services at Magellan Health Services Inc

Patricia Tourigny

Senior Vice President of Human Resources Shared Services
Magellan Health Services Inc

Track C – Optimizing Organizational Structures

3:50 pm - 4:20 pm Getting and Keeping Buy-in from Senior Leadership to Spearhead More SSO Activities
No shared services initiative is going to get off the ground without senior leadership buy-in. Sometimes the C-Suite sees the value of process improvements, but sometimes they don’t. One thing that is seen as valuable is reducing the amount of time that an employee is spending doing mundane tasks so that they can spend more time focused on the tasks that take more thought and provide even higher value to the organization.

In this session, participants will:
• Explore how shared services organizations bring their value prop to the table and got quick buy-in
from leadership
• Outline what value props are gaining a strong foothold and which are losing ground
• Dissect how automation is playing a role in getting in the door of the C-Suite
Bill Keffeler, Vice President Shared Services at Oakwood

Bill Keffeler

Vice President Shared Services

4:20 pm - 4:25 pm Transition Break

4:25 pm - 4:55 pm Case Study –Making the Most Out of Your Digital Transformation Journey

Robotic process automation is not the big new term anymore, but there are still thousands of organizations that are looking to scale up their RPA projects. Meanwhile, those that have gotten
bots of the ground to solve their ‘simple task’ issues are seeking to take their organization to the next level. Is there one? Or are artificial intelligence, intelligent automation and cognitive
computing technologies just an evolution of what has been disrupting the shared services market for years?

In this session, participants will:
• Examine how one organization went from one bot, to multiple bots
• Step into how an organization took the lesser understood areas of AI, IA and cognitive computing and made them significant to their organization in less than 18 months
• Evaluate what enabled this organization to focus on ‘the next big thing
Todd Dooley, CFO at BDP International

Todd Dooley

BDP International

4:55 pm - 5:25 pm Demo Drive in the Exhibit Hall and Welcome Reception

5:25pm Welcome Reception

End of Main Conference Day One