22 - 23 July, 2019
Toronto

Main Conference Day 1 | Monday, July 22, 2019

Start of Main Conference Day One

9:30 am - 10:00 am Main Conference Registration

Day 1: Part 1 - Finding the Right Balance Between Cutting Costs and Increasing Customer Service

10:00 am - 10:45 am CASE STUDY: How is your Shared Services Organization’s Customer Support Model Driving Increased Customer Satisfaction and Continuous Improvement?

Kannan Rajagopal, Lead, IT Strategy and Transformations at BMO Capital Markets

Kannan Rajagopal

Lead, IT Strategy and Transformations
BMO Capital Markets

10:45 am - 11:15 am Morning Coffee Break

11:15 am - 12:00 pm CASE STUDY: Implementing Legacy Systems to Improve Customer Service

12:00 pm - 12:45 pm Co-Led Case Study: Automation: Improving Customer Service While Cutting Costs within a Shared Services Model

12:45 pm - 1:45 pm Networking Lunch

Day 1: Part 2 - Retaining and Attracting The Right Workforce During the Canadian Talent Crunch

INTERACTIVE DISCUSSION GROUPS

IDG 1

1:45 pm - 2:30 pm Beating the Canadian Talent Crunch

IDG 2

1:45 pm - 2:30 pm Pinpointing Common Pitfalls within a Shared Services Model

IDG 3

1:45 pm - 2:30 pm Is Intelligent Automation the right answer for your Shared Services model?

IDG 4

1:45 pm - 2:30 pm How can private sector companies learn from public sector models?

2:30 pm - 3:15 pm Fireside Chat: The Future Workforce with an Unemployment low of 5.8 percent - Weathering Boom & Bust in a Buyers Market

Charanjit Singh, Director, Shared Services at CRH Canada

Charanjit Singh

Director, Shared Services
CRH Canada

Krish Gupta, SVP & CFO at CRH Canada

Krish Gupta

SVP & CFO
CRH Canada

3:15 pm - 3:45 pm Afternoon Refreshment Break

Day 1: Part 3 - Navigating Canadian Governance Data Laws & Regulations

3:45 pm - 4:30 pm The Benefits of Using a Shared Services Platform During a Merger & Acquisition

Lee Rubinoff, Senior Director at Global Business Services (GBS) Celestica, Inc.

Lee Rubinoff

Senior Director
Global Business Services (GBS) Celestica, Inc.

4:30 pm - 5:15 pm Learning the In's & Out's of Canadian Governance, Data Laws & Regulations and to use them as a Benefit Rather than a Hindrance

5:15 pm - Welcome Cocktail Reception