Main Conference Day One: March 8, 2021


11:15 am - 12:15 pm WORKSHOP A: TAKING YOUR SHARED SERVICES ORGANIZATION FROM BACK OFFICE COST CUTTER TO FRONT OFFICE VALUE ADD


11:00 am - 11:15 am INTRODUCTION FROM CHAIRPERSON


12:15 pm - 12:25 pm SESSION BREAK


12:25 pm - 12:55 pm KEYNOTE PANEL: VIEW FROM THE EXECUTIVE BOARD: MAINTAIN CULTURE WHILE NAVIGATING NEW WORKPLACE REALITIES IN CONTINUED UNCERTAIN TIMES

Shared services have proven resilient in these uncertain times. However, as many industries still have not rebounded, to stay solvent, companies are looking to reinvent their operating models, optimizing processes together for maximum efficiency gains. Join this session to learn from a group of C-Level shared services executives who will guide you through this new type of work, how technology is enabling the work, the efficiency gains and overall workforce engagement as a result.

12:55 pm - 1:05 pm SESSION BREAK

1:05 pm - 1:35 pm PANEL: THE CHANGING FACE OF OUTSOURCING: HOW HAS COVID-19 RESHAPED THE BPO INDUSTRY

Almost everyone agrees that the BPO industry is forever changed, however many disagree on to what extent it will evolve. Join this session to hear from a BPO & clients:

• Debate how the relationship has evolved in the months following the pandemic.

• Learn how the client/ vendor relationship has changed to allow for the strength, agility and flexibility needed to weather the storm.

• Discuss the difficulties in knowledge transfer and training

1:35 pm - 1:45 pm SESSION BREAK


1:45 pm - 2:25 pm VIRTUAL INTERACTIVE DISCUSSION GROUPS

VIDG 1: Balancing Appropriate Employee Access with Risk

VIDG 2: Automated Recruitment & Onboarding for Your Remote Workforce

VIDG 3: Redesigning Work and Workflows for Business Resiliency

VIDG 4: Getting the Most Out of Vendor Relationships

VIDG 5: Eliminating Biases Behind Bots

2:25 pm - 2:45 pm COMFORT BREAK


2:45 pm - 3:45 pm WORKSHOP B: EASIER, FASTER, BETTER - SCALING INTELLIGENCE IN THE CLOUD


3:45 pm - 3:50 pm COMFORT BREAK


3:50 pm - 4:20 pm VIRTUAL GENIUS BAR - NEW GBS OPERATING MODEL POST-COVID


4:20 pm - 4:20 pm CLOSE OF DAY