Day 1, Sunday, June 7, 2020

10:15 am - 10:50 am Registration

10:50 am - 11:00 am Welcome Orientation

During this segment, attendees will learn how to glean greater insights from business partners using an online social learning tool. Later in the Exchange, we will put these insights to action by developing solutions to ultimately improve financial and shared services operations.

11:00 am - 11:10 am Chairperson's Opening Remarks

11:10 am - 11:40 am Opening Keynote: Shape-Shifting 2.0: The Impact of Process Automation on the Global Shared Services Model and Next Steps

James Bradley - Senior Vice President & General Manager Global Business Services, Kelly Services
Shared Services continues to drive productivity across the ever-evolving enterprise organization.  Preparing to harness the impact of any disruptive technology for digital transformation in global organizations is always problematic. Move too soon, and you are on the "bleeding edge" of technology. Move too late, and you may lose your competitive advantage. The one thing you cannot do is ignore the increased implementation of integrated automation software and proactive use of data analytics.  As organizational operating models continue to advance, now is the time to refocus on the understanding of how intelligent automation creates unique opportunities for significant strategic change to run your shared services like a business while reducing labor costs and providing digital talent advancement. During this session, attendees 
  • Learn to designate a digital leader or team to assess intelligent automation technologies and understand their potential impact on your businesses
  • Hear how to document the potential benefit of applying intelligent automation technologies and obtain management support for moving forward
  • Explore how to clean and structure data governance model
  • Manage Intelligent Automation Lifecycle

James Bradley

Senior Vice President & General Manager Global Business Services
Kelly Services

11:40 am - 12:10 pm Panel: Comprehensive Business Services Change Leadership: Pushing Boundaries in the Age of Digital Disruption

Jeremy Winstel - Vice President - Financial Shared Services, American Tire Distributors
Presently, markets and customers are growing anxious, giving less time to enterprises to organize business models and products. Change is infusing at every juncture of the man-machine-method interconnection. Current skillsets and abilities are required to handle such rapid changes to avoid transformation initiatives getting into an infinite loop of re-engineering vs. improvement. GBS leadership career experiences reveal several recurring themes relating to collective organizational leadership dynamics and roadblocks. During this session, attendees 
  • Discuss a strategy to align executive stakeholders with the GBS program successfully and communicate the value proposition effectively 
  • Effective Leadership in a virtual workforce
  • Review how to challenge the business case early on with facts
  • Share hot to build relationships that underscore “we’re all in this together.”

Jeremy Winstel

Vice President - Financial Shared Services
American Tire Distributors

12:10 pm - 12:40 pm Keynote: Early Adoption of Blockchain in Shared Services Creates Competitive Business Advantages

Shared Services is a great place to experiment with blockchain. To test, it requires real technical skills, so Innovation Centers are increasingly partnering with Shared Services for use cases. Shared Services control all the data that a blockchain needs to operate, but the question is not how to use blockchain to improve services, but what services need improvement or what new services and technologies exist for optimal outcomes. Blockchain is undoubtedly one of the potential solutions. During this session, attendees will: 
  • Define blockchain technology and operational benefits blockchain can deliver for process optimization
  • Review suitable tasks for blockchain implementation 
  • Explore Procure-to-Pay (P2P) and Supply Chain case studies the specific tasks that are suitable for blockchain implementation 

12:40 pm - 1:40 pm Networking Lunch

1:40 pm - 2:10 pm Keynote: Critical Pathways: Balancing Your Human & Virtual Workforces

One of the most critical challenges facing organizations is developing talent with the essential skills to succeed in global and complex work environments. Both traditional and virtual employees experience pressure to increase their productivity. With the advancement in technology and automation tools, there will be new roles and jobs as a result. Business leaders need to ensure that there is a smooth transition of existing functions to the new ones, and this requires a strategic approach towards building the requisite skills within the existing workforce and helping workers adapt and train to remain viable. Enterprise transformation is being driven by automation, but it will be sustained only with the human and digital workforce co-existing and working with each other. During this session, attendees will:
  • Highlight critical components to create employee morale in order to increase employee willingness to take on new challenges 
  • Learn how to create a mutual partnerships with equal participation from the organization and employees to develop automation acceptance with educational opportunities
  • Benefits of talent identification

2:10 pm - 2:40 pm Keynote: Is RPA Cloud-Native a Change Agent for Integrated Business Solutions?

What are the market implications and opportunities of a cloud-native RPA platform? For starters, it would bring intelligent automation to a much wider audience, from new enterprises looking to start and scale rapidly to those already on their journey. A well-executed platform implementation has the potential to drive a step-change in the speed of adoption of intelligent automation, scaling its use, while driving down the total cost of ownership (TCO) for adopters.

2:40 pm - 3:10 pm Business Meeting

3:10 pm - 3:40 pm Business Meeting

3:40 pm - 4:10 pm Business Meeting

4:10 pm - 4:25 pm Networking Break


4:25 pm - 5:10 pm MasterClass: End-to-End Process: End of the Road or New Beginning?
End-to-End processes have historically been a hallmark, but nowadays, companies are struggling with the model. During this MasterClass, attendees will hear from several companies who are deconstructing or reconstructing end-to-end processes as pressures, drivers and needs have changed for their organization. 
  • Will digitization leapfrog historic end to-end processes or how will they complement one another? 
  • How are companies managing the emotional impact that comes with restricting processes to an end-to-end ecosystem?
  • How are mature organizations moving beyond end-to-end processes and beginning to design process through a customer experience lens and the journeyEnabling Business Agility via P2P


4:25 pm - 5:10 pm Brainweave: Enabling Business Agility via P2P
Digitalizing your procurement process with procure-to-pay software solutions can strengthen compliance and control among vendors, contracts, regulations, buyers, and accounts payable. Because it helps organizations buy from preferred suppliers at negotiated prices without manual paperwork and spreadsheet headaches. During this interactive session, attendees will: 
  • Learn how to control and improve global spend actively
  • Understand how to consolidate most manual commerce processes to reduce errors
  • Explore aspects of streamlining catalog maintenance, saving time and freeing up resources
  • Hear how to enable the approval of new suppliers rapidly
  • Key initiatives to drive savings to the bottom line to maximize the value of sourcing negotiations

5:10 pm - 5:50 pm Panel Discussion: Leverage the Fresh Face of Center of Excellence Operating Models

The critical issue when it comes to COEs isn't whether the work they're doing is essential to the business. Still, it's how to ensure that their model and efforts are leveraged effectively beyond core focus areas to add organizational value and contribute to overall business outcomes. Developing and maintaining a catalog of reusable assets will add tangible value and enable project teams to rely on proven, predictable results while avoiding common pitfalls. During this session, attendees will: 
  • Lessons learned in organizational optimization by centralizing resources with high-demand and unique skills and streamlining their contributions across a wide range of areas 
  • Step to increase ROI through the identification and development of reusable assets 
  • Explore tactics to reduce delivery times, enhance development, and maintain maintenance costs by increasing efficiencies and leveraging reusable assets 
  • Hear how to identify and reduce duplication of effort across initiatives within the enterprise 

5:50 pm - 6:25 pm Ignite Session

This is a fast-moving, multi-topic session comprised of three Quick Fire Presentations that will be completed in 30 minutes of total time (10 minutes for each challenge). Each speaker has a total of 10 minutes to get through up to 10 slides. Each individual presentation will focus on one specific challenge that Shared Services Executives are facing and will provide actionable solutions that can be used to effectively overcome challenges

Challenges and Strategies for Efficient of Scaling and Implementation an HR Digital Transformation 

GBS Leaders Owning The Future of Work Conversation

Cost Transformation Realities on Enterprise-Wide Digital Transformation and Guide on How to Make Informed  Cost Management Decisions

Consumer expectations for simple, intelligent, and empathetic service are at an all-time high. Excellent customer service that exceeds what customers expect requires data-driven personalization strategies enhanced with artificial intelligence (AI) and digital capabilities. Consumers now expect companies to know their buying habits and preferences. They want to be advised, enabled, and wowed. Companies that meet these demands will thrive. An enhanced experience can pay big dividends: 86% of customers are willing to pay a premium for exceptional service. Delivering unique experiences requires companies to combine customer-centric ways with new strategies and techniques empowered by data, analytics, and AI. During these roundtables discussion, attendees will join a group to explore fundamental principles organizations must build experiences on for continued success. 

Champagne Roundtables: Welcome Continuous Improvement to Power Smart Customer Service Operations


6:25 pm - 7:00 pm A. Customer Service Is a Key Company Differentiator
Failing to meet customer expectations is costly to companies and causes customer defection. Companies must seek a continuous improvement mindset to stay competitive. Excellent customer service boosts customer loyalty and aids in competitive differentiation. 


6:25 pm - 7:00 pm B. Solidify Customer Service Foundations Before Embarking on Improvements
Customer service teams must align customer service project objectives with company objectives, build reliable cross-functional governance programs, and invest in technologies that will support current and future efforts. 


6:25 pm - 7:00 pm C. Iterate Processes and Applications to Achieve Customer Service Success
Big-bang approaches to improving operations aren't always the most effective. Smart project teams focus on small initiatives that deliver measurable results. They also continuously measure outcomes and take corrective action early to keep efforts on track.

7:00 pm - 7:30 pm Cocktail Reception