September 23 - 26, 2019 | Scottsdale, Arizona

Pre-Conference Workshops and Conference Day One: Tuesday, 24 September 2019

Start of Pre-Conference Workshops

7:30 am - 8:00 am Workshop Registration


These deep dive workshops are designed to help you create objectives, outline the right strategies to get from Point A to Point B, insert the right KPIs to make sure 
you stay on track, and make sure your strategic plan truly creates real savings and process improvements – from the functional-level to the enterprise-wide level.

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
Holly Shankle, Director of Shared Services at Krisy Kreme Doughnut Corporation

Holly Shankle

Director of Shared Services
Krisy Kreme Doughnut Corporation

Deep Dive Workshop B

8:00 am - 10:00 am Increasing HR Productivity and Value through a Focus on Process, Human Capital and Technology
Fortress IQ
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

Beth Bourg, Senior Product Marketing Manager at FortressIQ

Beth Bourg

Senior Product Marketing Manager

Damo Vasudevan, Senior Solutions Architect at FortressIQ

Damo Vasudevan

Senior Solutions Architect

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
Jami Stewart, Senior Director, HR Shared Services at Cisco

Jami Stewart

Senior Director, HR Shared Services

Deep Dive Workshop D

10:15 am - 12:15 pm 3 Key Steps to Creating Value from Advanced Analytics and Automation: Structuring Your Approach for Success
How effective are analytics programs, and what are some of the common pitfalls holding them back? What considerations should you have when establishing your strategy, building a use case pipeline, and selecting the right organization structure? Whether you are considering establishing a new CoE or already have a more mature organization (e.g., deployed predictive analytics), you will walk away with actionable concepts to ensure program success.

Participants will take part in three learning segments that will allow them to better understand how to create an effective analytics and automation program.

Insight Segment - 60 minutes
• Learn frameworks and best practices for creating effective programs
• Understand criteria for identifying use cases
• Learn how and why you need a use case pipeline
• Explore effective organizational structures
• Examine how to avoid common pitfalls

Roadmapping Segment – 45 minutes 
• Outline possible use cases for your organization
• Build strategies to avoid common pitfalls

Group Share Segment – 15 minutes 
• Learn about use cases and strategies from your peers

Jerred Crosby, Partner at ScottMadden, Inc.

Jerred Crosby

ScottMadden, Inc.

Brad DeMent, Partner, Corporate and Shared Services at ScottMadden

Brad DeMent

Partner, Corporate and Shared Services

Bill Hosken, Manager, Analytics and Data Science at ScottMadden, Inc.

Bill Hosken

Manager, Analytics and Data Science
ScottMadden, Inc.

Main Conference Day One

11:30 am - 12:00 pm Registration and Exhibit Hall Opens

12:30 pm - 1:00 pm Opening Remarks

12:40 pm - 1:10 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.

12:50 pm - 1:20 pm PLENARY: Shared Services 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 How Did BDP Generate $150M of Incremental Value In 12 Months?

Everyone has a boss that wants them to make more money for the organization. Join this session to learn how BDP laid out a business strategy to drive value with a focus on value creation lead by finance transformation. A structure that accounts for a regional and a global view, an ability to approach problems in an innovative way, the proper tools in place, and creating a roadmap that accounts for the bumps in the road. 

In this session, participants will explore how an organization got creative and build more value through:
• Standardization across function and enterprise
• Automation of processes
• Location based decisions
• Workforce decisions, including what to offshore
Todd Dooley, CFO at BDP International

Todd Dooley

BDP International

1:50 pm - 2:20 pm Afternoon Networking Break/Demo Drive Begins

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
Kirk Trasborg, Executive Director of Shared Services at University of Pennsylvania

Kirk Trasborg

Executive Director of Shared Services
University of Pennsylvania

Jana Vondran, Head of Global Business Services at Ingram Micro

Jana Vondran

Head of Global Business Services
Ingram Micro

Shivani Bhatia, VP of Global Business Services at Berlitz

Shivani Bhatia

VP of Global Business Services

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 PLENARY: 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
Jay Chang, Executive Director of HR Analytics at Comcast

Jay Chang

Executive Director of HR Analytics

Matt Thomas, Director of Financial Planning & Analysis at Comcast

Matt Thomas

Director of Financial Planning & Analysis

Pressures Facing Today’s Modern Shared Services Organization
For years, SSOW has focused on the traditional silos of shared services – finance and accounting, HR and IT. We’ve heard the call of leaders to start thinking of shared services as towers – all connected at their foundation to the greater enterprise. That is why we're focusing on pain points all SSOs share, and providing a guide to finding and solving your problems. Talent - i.e., your people represent the single most critical differentiator for Shared Services success and performance. At the same time, Evolving Automation in the shape of cognitive and AI-driven solutions, will make it even easier to provide customers with the services needed to drive success. Finally, Optimizing Organizational Structures, will be the foundation for transformation, scale and sustained value creation.

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

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

Track Chair:

Yolanda Davis-Bègin

Vice President, HR Service Operations
Magellan Health

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

4:25 pm - 4:55 pm PLENARY: 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
• Evaluate the various ways that SSOs are providing career
development to meet the needs of tomorrow.
David Swanberg, Leader in Shared Services

David Swanberg

Shared Services

Jerred Crosby, Partner at ScottMadden, Inc.

Jerred Crosby

ScottMadden, Inc.

4:55 pm - 5:25 pm PLENARY: Journey within Integrated Automation

Join Jiffy RPA & Southwest Airlines for an Innovation Case Study

Tamra Butler, Robotic Process Automation Manager at Southwest Airlines

Tamra Butler

Robotic Process Automation Manager
Southwest Airlines

5:25 pm - 6:55 pm Welcome Reception in the Exhibit Hall