September 23 - 26, 2019 | Scottsdale, Arizona

Main Conference Day Two: Wednesday, 25 September 2019

11:00 am - 11:45 am Registration and Breakfast

11:45 am - 12:15 pm How Analytics is Changing the Global Shared Services Atlas

Enterprise organizations are examining where to deliver work and  reassessing sourcing models in the age of digital workers. With  labor arbitrage falling further down the criteria list for evaluating service delivery locations, knowledge and talent skill levels begin to rise up. What are some of the categories of comparison and how does digital transformation change their priority. Get an up-close look at the categories and analytics leveraged to answer these questions.
Rochelle Hood, Global Head of Customer Analytics and Research at Shared Services & Outsourcing Network (SSON)

Rochelle Hood

Global Head of Customer Analytics and Research
Shared Services & Outsourcing Network (SSON)

11:55 am - 12:05 pm Opening Remarks from the Chairman

Brad DeMent, Partner, Corporate and Shared Services at ScottMadden, Inc.

Brad DeMent

Partner, Corporate and Shared Services
ScottMadden, Inc.

12:05 pm - 12:35 pm Your Competitive Edge: Embracing “Customer Experience” Strategy for Shared Services

Imagine a world where you were able to square the circle between customer service, colleague engagement and keeping your shareholders happy with re-engineering? Self service, efficiency and speed. This session will talk about how we use a suite of different technology capabilities with
process redesign to create outstanding customer service, efficiency, capacity and enhanced control.

• Hear how American Express developed a next generation customer journey that is driven by quick and convenient experiences regardless of the channel of choice
• Learn how to develop a customer friction point analysis
• Hear how the integration of Chat Bot technology, Intelligent Automation and interface with enterprise procurement improves customer experience and efficiency
John Standring, EVP & GM Global Servicing Operations at American Express

John Standring

EVP & GM Global Servicing Operations
American Express

Step 1
Participants will apply design thinking methodology to identify real life shared services problems

Step 2
Participants will be divided into functional areas: F&A, HR, Procurement & GBS.

Step 3
Participants will be given real life, specific problems to solve.

Step 4
Led by expert facilitators, participants will be given forty minutes to hack the challenge and develop a roadmap for improvement

Step 5
A participant from each team will share the strategies they employed, to find a solution. This could include using timelines, process improvements, technology, et cetera.

By taking part in this challenge, participants will gain a better understanding of how to use design thinking to hack their own organizational challenges and create innovative new solutions.


Dave Houston, Director at ISG

Dave Houston

Director
ISG

Julie Fernandez, Partner at ISG

Julie Fernandez

Partner
ISG

Mitch Spivey, former VP of HR, Payroll and Time Operations (Western Hemisphere) at BP

Mitch Spivey

former VP of HR, Payroll and Time Operations (Western Hemisphere)
BP

Beth Susman

Vice President, HR Operations
New York-Presbyterian Hospital

1:45 pm - 2:15 pm Morning Networking Break and Demo Drive in the Exhibit Hall

Interactive Discussion Groups

IDG 1

2:15 pm - 2:45 pm Designing Customer Centric Processes
With customer centricity being on the rise:

• What processes are changing to allow for more customer centricity?
• How are you investing in customer centric processes?
• What are the results you are seeing from your work?
• What doesn’t work?
Jason Huang, Director of Continuous Process Improvement at Johnson & Johnson

Jason Huang

Director of Continuous Process Improvement
Johnson & Johnson

IDG 2

2:15 pm - 2:45 pm Reskilling and Up-Skilling Customers: Is Your Talent Ready for Digital?
With new skills needed every day:

• What technologies are you using to help your customers learn and change with the times?
• What trends are you seeing in the skills that are needed today
• How are you maintaining GRPR while scaling up the skills of your workforce?
David Stacy, Director Of Strategic Engagements at Wipro Limited

David Stacy

Director Of Strategic Engagements
Wipro Limited

IDG 3

2:15 pm - 2:45 pm Robotic Process Automation in HR
With more and more processes being automated in HR:

• How are you adhering to compliance rules and regulations?
• What are you automating now?
• What do you hope to automate in the next 3, 6, 12 or 18 months?
• What are the best practices you’ve learned along your journey?
• What are the challenges you have faced while implementing robotics?
Chris Lidfeldt, Director, HR Shared Services Projects and Operations at AdventHealth

Chris Lidfeldt

Director, HR Shared Services Projects and Operations
AdventHealth

IDG 4

2:15 pm - 2:45 pm Developing a Center of Expertise for Sustainable Enterprise-wide RPA
With movement from task specific to enterprise wide automation:

• How can you expedite enterprise wide automation?
• What are some of the first tasks to be executed on enterprise wide?
• How are you maintaining enterprise wide automation over time?
Jeremy Winstel, Vice President of Financial Shared Services at American Tire Distributors

Jeremy Winstel

Vice President of Financial Shared Services
American Tire Distributors

IDG 5

2:15 pm - 2:45 pm The Evolution of Global End-to-End Processes
With the finance function seeing unparalleled changes:

• How has order-to-cash evolved?
• How are you looking at the future of procure-to-pay?
• How has technology hurt or helped your SSO?
• How is your organization maintaining security when executing on processing in F&A?
Rachel Blajeski, Global Shared Services Organization Director at Avery Dennison

Rachel Blajeski

Global Shared Services Organization Director
Avery Dennison


IDG 6

2:15 pm - 2:45 pm The Devil is in the Data and There’s a Halo in the Metrics
KPI’s and SLA’s are routine measures of Shared Services performance but what are the metrics your customers really care about? How have you refreshed your metrics and leveraged new data points produced from process automation? What sources do you use to benchmark your results after transformation initiatives?
Rochelle Hood, Global Head of Customer Analytics and Research at Shared Services & Outsourcing Network (SSON)

Rochelle Hood

Global Head of Customer Analytics and Research
Shared Services & Outsourcing Network (SSON)

IDG 7

2:15 pm - 2:45 pm Is Touchless Possible for P2P Processes?
Most organizations have a goal to eliminate touchpoints within their processes wherever possible. Using customer case studies, we will walk through the following points they tackled during their respective implementations and have members share their perspectives as well:

• Where are you in your journey to touchless processing?
• What do you hope to achieve?
• What roadblocks have you encountered or anticipate encountering?
• Are there some quick wins as you tackle the objective?

Bruce Hanavan

President & CEO
Direct Commerce

3:20 pm - 3:50 pm Networking Lunch and Exhibit Hall

Concurrent Tracks
Pressures Facing Today’s Modern Shared Services Organization

Track A: Talent Management- Track Chair: John Sparks, Senior Director, World Vision International

4:15 pm - 4:45 pm Creating Governance Structures that Don’t Flounder – No Matter The Function
Mission, purpose, customers, business case, processes that should be covered, a business
model, costing, charge outs, and who is part of the groups are all essential elements of
governance models. However, we all know that governance goes much deeper.

In this session, participants will:
• Explore governance models that are working well
• Examine governance hiccups and how to resolve them
• Evaluate how to get others involved in the governance model, even though they might not be in the C-Suite boardroom

Track Chair:
Colleen Saunders-Chukwu, AVP, Data Sciences and Analytics at Nationwide

Colleen Saunders-Chukwu

AVP, Data Sciences and Analytics
Nationwide

Track B: Automation for Today’s SSO Track Chair: - Steve Ellis, Senior Director of Shared Services, Dana Incorporated

4:15 pm - 4:45 pm Process Mining & Intelligence: A Guide to Achieving Transparency, Cost Savings and Operational Excellence
With 68% of shared services looking to growth their ability to mine data via embedded tracking software and record processes in the next 6 – 18 moths and only 34% of SSOs actively using process mining, there is work to do to help organizations scale up quickly to achieve cost savings now.

In this session, participants will:
• Explore ways to capture process data by leveraging user key strokes to construct a process model
• Examine how network-based data algorithms are being used with the assistance of AI to improve performance of an existing model
• Evaluate how to highlight patterns and trends associated with the analytics you are gathering and use it to inform organization opportunities going forward

Track Chair:

Track C: Optimizing Organizational Structures

4:15 pm - 4:45 pm Are Cloud-Based Applications Really a Value-Add or a Recipe for Failure
Global shared service enterprises have a plan for using new technology to assist them. However, getting performance and value from the multiple platforms and systems that you have in the landscape make this challenging.

In this session, participants will:
• Identify an approach to rationalize and prioritize a portfolio of software and technology within the enterprise’s landscape
• Review examples of using Cloud-based software to replace dated components of ERP’s across multiple business units
• Discuss the complexity of integrations and API’s that can be better facilitated using the concept of Data Stores
• Recognize the limits of using multiple tools and providers versus a more integrated solution
• The presenter will explain a large scale, multi-year Finance Transformation project that includes several Cloud-based solutions for a large, multi-national form with multiple operational ERP’s.
Christopher Davis, Vice President of Shared Business Services at Sysco

Christopher Davis

Vice President of Shared Business Services
Sysco

4:45 pm - 4:50 pm Five Minute Transition

Track A: Talent Management

4:50 pm - 5:20 pm Talent Strategy - Retaining Employees in a Dynamic Marketplace
You have done all the hard work to find and hire the best talent...resume screening, interviews, practical exams, etc. Now that the team is in place, how do you keep them engaged and performing at a high level? In a Shared Services or Outsourced environment, this can be even more challenging due to the intentional separation from the business. Come learn about some strategies to overcome common challenges.

• Embrace core values
• Get to know the business
• Develop leaders at all levels

Track Chair:
John Sparks, Senior Director, Shared Services at World Vision International

John Sparks

Senior Director, Shared Services
World Vision International

Track B: Automation for Today’s SSO

4:50 pm - 5:20 pm What Cognitive Solutions are Coming Our Way & How Ready Are We to Integrate ML, AI and Blockchain?
RPA has opened doors, now many people are exploring what it means to bring in this type of process automation. Next on deck is learning how to bring cognitive computing, machine learning and intelligent automation into your shared services organization.

In this session, participants will:
• Examine how one shared services organization has been implementing intelligent automation
• Evaluate where organizations are tripping up when it comes to moving from RPA to more innovative automation
• Identify what opportunities there are for your organization to bring in new and innovative technology

Track Chair:
Kevin Kellow, VP of Continuous Improvement at ASRC Federal

Kevin Kellow

VP of Continuous Improvement
ASRC Federal

Jacob Sapp, EVP & Chief Administrative Officer at ASRC Federal

Jacob Sapp

EVP & Chief Administrative Officer
ASRC Federal

Track C: Optimizing Organizational Structures

4:50 pm - 5:20 pm FIRESIDE CHAT: Eliminating Redundancy by Moving Seamlessly Across Shared Service Delivery: Single, Multi-Function and Global (and Back Again)
A shared service always has to keep moving or the organization will see no need for it. Growth can be hard, and get even harder when there is a merger and acquisition that is taking place when you are trying to introduce new policies and procedures to your customers.

In this session, participants will:
• Examine how to move from a single-function organization to a multi-function SSO
• Evaluate stumbling blocks that occur when moving from a multi-function SSO to a
global SSO
• Discuss why some organizations are deconstructing their GBS organizations in favor of a different model
LaTarius Spikner, Director of Lodge Accounting, Shared Services at Great Wolf Lodge

LaTarius Spikner

Director of Lodge Accounting, Shared Services
Great Wolf Lodge

Veronika Johnson

VP of Global Shared Services
Sealed Air

5:20 pm - 5:50 pm Mid-Afternoon Refreshment/Demo Drive Prize Drawing

CONCURRENT TRACKS
Meeting the Needs of Your Organization and Customer
The customer is at the center of all that shared services stakeholders do. That’s why personalization, continuous improvement strategies, location discussions, road 
mapping careers, using technology to effectively reach constituents, and moving to a Center of Expertise Model are so important now.

Track A: Talent Management- Track Chair: John Sparks, Senior Director, Shared Services, World Vision

6:20 pm - 6:50 pm Choosing a Location that Matches Your Shared Services Goals and Needs
The trend used to be that shared services organizations sat away from the larger organization as a whole, and in places that were at a cost savings to the organization. That is changing. Many organizations are moving back to optimize the talent pool, create clarity and stay compliant. Instead of relying on the traditional model of moving to a cheaper location, just because it is cheaper.

In this session, participants will:
• Explore how organizations are leveraging their talent pools
• Examine how organizations are choosing locations
• Evaluate how automation is playing a role in the location decision

Track Chair:
Shivani Bhatia, VP of Global Business Services at Berlitz

Shivani Bhatia

VP of Global Business Services
Berlitz

Track B: Automation for Today’s SSO Track Chair:Steve Ellis, Former Senior Director of Shared Services, Dana Incorporated

6:20 pm - 6:50 pm 5 Reasons and Steps to Start Using Blockchain Technology Now
Banks and manufacturing are looking at blockchain in more detail than a lot of industries. Yet, blockchain is still is not commonly used, or for that matter, understood. Why is that? Why aren’t we seeing more of a proliferation in the shared services market, because it seems like it would be ripe for seeing the benefits.

In this session, participants will:
• Explore how one organization implemented blockchain into their organization
• Outline what stumbling blocks are still a real thing when it comes to getting blockchain buy-in
• Examine what insights the implementation provided to the organization
• Evaluate the benefits of blockchain for O2C, R2R, and P2P

Track Chair:

Track C: Optimizing Organizational Structures

6:20 pm - 6:50 pm Leadership Lessons: Establishing a True Culture of Continuous Improvement
Identifying opportunities for growth and improvement, streamlining the processes to get there, testing new ideas, reducing cost, and finding ways to achieve these results are the goals of any continuous improvement expert. However, getting there means navigating a sea of change.

In this session, participants will:
• Identify how to manage quality planning
• Gather strategies to equip managers and directors to problem solve quickly and effectively
• Explore the role that Six Sigma and Lean management can play when designing a continuous improvement roadmap
Kevin Kellow, VP of Continuous Improvement at ASRC Federal

Kevin Kellow

VP of Continuous Improvement
ASRC Federal

Jacob Sapp, EVP & Chief Administrative Officer at ASRC Federal

Jacob Sapp

EVP & Chief Administrative Officer
ASRC Federal

6:50 pm - 7:20 pm Five Minute Transition

Track A: Talent Management: Track Chair: John Sparks, Senior Director, Shared Services, World Vision

6:55 pm - 7:25 pm Using Career Road Mapping as a Tool to Create a More Agile Enterprise
Once leadership sees the value of a shared services leader or a shared services organization, role changes can happen quickly. A leader, who was there yesterday, might be somewhere else in the organization tomorrow. So, how do you plan your career in shared services? Especially, when more and more initiatives are coming knocking on your door.

In this session, participant will:
• Evaluate the structure of the modern SSO and how it is changing
• Examine how shared services stakeholders are navigating their careers
• Identify areas of opportunity that are growing within the functions of F&A, HR and IT

Track Chair
Tomi Lyle, Senior Global HR Director at Mars

Tomi Lyle

Senior Global HR Director
Mars

Track B: Automation for Today’s SSO

6:55 pm - 7:25 pm Lessons Learned from Launching an App that Gets Noticed by the C-Suite Track Chair: Steve Ellis, Former Senior Director of Shared Services, Dana Incorporated
Apps have exploded onto the shared services scene. Many shared services organizations developed them as a side project, only to find out that they are extremely useful for communicating with their customers - both internally and externally. Albertons are an example of one such GBS organization that has launched an extremely successful app.

In this session, participants will:
• Explore effective strategies for launching an app that meets the needs of your customers
• Examine how to refine an app initiative once it has been launched

Track Chair:
Gregory Rousseau, VP, Employee Services at Albertsons

Gregory Rousseau

VP, Employee Services
Albertsons

Track C: Optimizing Organizational Structures

6:55 pm - 7:25 pm From a Center of Excellence to a Center of Expertise
The value proposition of a shared services organization is expanding. Within its team structure there are experts in project management, Six Sigma, RPA programming and more. This can be helpful to other groups that are exploring cost savings.

In this session, participants will:
•       Explore how to turn shared services individuals into consultants for the business,
•       Examine how project management, Six Sigma and RPA work are changing  excellence Centers into Expertise Centers that the whole organization can use or tap into, 
•       Examine the CoE role in organizational transformation
•       Evaluate the CoEs are providing deeper cost savings and process improvements at the enterprise level and not just the functional level

7:25 pm - 7:55 pm Five Minute Transition

7:30 pm - 8:15 pm Steering Your Ship Through Rough Waters: Lessons on Leadership from Captain Phillips

An amazing leader...a highly intriguing story...a presentation of remarkable impact for your next meeting. Captain Phillips not only shares his compelling story - presented in his warm, highly personal style, but as a "floating CEO" in charge of the day-to-day operations of a multi-million dollar ship and the crew he managed, he also draws lessons from those dramatic events that can help your audience and your organization survive and thrive, even in these times when hope and support seem to be in very short supply. He will discuss the vital importance of leadership and teamwork, combined with a belief in the power and potential of yourself and your team, as seen through the eyes of an unassuming hero who conquered an extraordinary challenge. This "Hero of the High Seas" has a powerful and timely message that will dramatically energize and inform your next meeting.
Captain Richard Phillips, Inspiration behind the movie "Captain Phillips" at Author of "A Captain's Duty"

Captain Richard Phillips

Inspiration behind the movie "Captain Phillips"
Author of "A Captain's Duty"

8:15 pm - 8:45 pm SSON Wrap Up

8:30 pm - 9:00 pm Cocktail Reception and Meet and Greet by Captain Phillips