Agenda Day 2 June 8th, 2020

7:30 am - 8:00 am Networking Breakfast

8:00 am - 8:05 am Chairperson’s Remarks

8:05 am - 8:35 am Opening Keynote: The Big Picture: Digitizing the Customer Journey with Virtualization ROI Success Model

In any industry, the use of virtual reality, big data analytics, and online configurations can be profitable to open up new sales channels and attract new customers. The challenge is to find the right mix of technologies to customer needs and value creation design through customer experience via ordering to manufacturing and logistics. During this session, attendees will: 
  • Explore the tiered process for implementation
  • Understand why a digital-first approach is imperative
  • Discover how to design with customer "wow" factor in mind
  • Strategies related to implementation and enterprise-wide adoptions

8:35 am - 9:05 am Keynote: Remove the Obstacles Holding Your Team Back: Counterproductive Behavior

In business, yesterday’s wins are never enough. There’s always the next forecast to hit and the next initiative to roll out. You want to keep winning at work, but this can only happen if you and your team deliver business results. Nothing is more fulfilling than leading a high-performing team that succeeds together. Despite your best efforts to be an inspirational and driven leader, you still face this challenge: people are smart and talented, yet they can be frustrating to work with sometimes, and hard to lead. It’s easy to assume that your people are the problem. We beg to differ! Your problem is not your team members themselves. Your efforts are being undermined by a stubborn and elusive enemy: counterproductive behavior. Your team’s self-defeating behaviors are standing between you and your goals, bonuses, and promotions.

9:05 am - 9:35 am Keynote: Power of Sharing the Right Story About Data

The current trend is to shift from data as "numbers" to data as "stories." The challenge is to make the correct correlations and ignore the red herrings that might distract you. The use of clean graphical design to visualize data for a more significant impact exists, but what sets the trend apart today is the ability to connect the visual with actionable steps. To this extent, we will be paying more attention to descriptive, diagnostic, predictive, and prescriptive data analytics to evolve your business intelligence maturity level. During this session, attendees will: 
  • Discuss data quality management are a game-changer 
  • Hear how predictive and prescriptive analytics are changing the analytics game
  • Self-service is shaping the future of digital analytics by lowering the barrier of entry into the world of BA
  • Privacy and personalization concerns will be top of mind as consumers become increasingly privacy-conscious, yet more demanding of their personalized data

9:35 am - 10:05 am Panel Discussion: A Process Mining Playbook for Performance Based Growth in Operational Excellence

Alan Avakian - Head of IT Business Alignment & Integration, Aerojet Rocketdyne
Process mining solutions help operations professionals recognize how business processes executed in real-time, not just theoretically. By having a better understanding of how employees or IT systems are performing, IT and operations teams can develop and automate necessary workflows. If a company is using BPO, process mining can provide insight into the performance of prebuilt workflows. Also, users can discover areas where they may be able to automate such processes with the help of RPA. In this session, attendees will:
  • Understand how organizations rapidly understand and improve the operational backbone of their business
  • Discover visual insights into business processes and how to boost revenues, savings, and efficiency. Turn company data into value by creating interactive process maps of how people, machines, and software interact.
  • Explore how to analyze your system processes to see gaps and variants between the intended business process and what you have, allowing swifter decisions to apply the changes that will make a difference in your business. 

Alan Avakian

Head of IT Business Alignment & Integration
Aerojet Rocketdyne

10:05 am - 10:35 am Business Meeting

10:35 am - 11:05 am Business Meeting

11:05 am - 11:35 am Business Meeting

11:35 am - 11:50 am Networking Break


11:50 am - 12:35 pm MasterClass: Bot 2.0: Scale Your Robotics Process Automation
Now that you’ve implemented RPA and enjoying the ROI benefits, it’s time to create your roadmap for scaling and expanding RPA across the business. This session will focus on what’s next for organizations that have conquered the pilot and implementation phase. Explore how to start thinking outside of the process box, and learn how automation can enable your company to reinvent processes.
  • Create a roadmap for scaling the number of robots deployed within a business unit or specific process 
  • Recognize the areas of high productivity and ROI gains to prioritize your new use cases 
  • Establish governance and determine responsibilities


11:50 am - 12:35 pm Brainweave: Outsourcing & Innovation: Future, Present, or past Tense?
Meeting expectations when it comes to the achievement of innovation BPO engagements are becoming a struggle for many SSOs. As the adoption of Intelligent Automation and associated technologies deepen within business services, it is fundamentally changing the value proposition of outsourcing. During this interactive discussion, attendees will discuss the value in outsourcing through the lens of access to technology, capabilities, and talent. 
  • How are companies increasingly seeking value in outsourcing through the lens of access to technology, capabilities, and talent across their business services functions?
  • Given the rapid growth of IA and data-driven technologies, how can we expect traditional BPO providers to fare?
  • How is SSOs re-thinking how they approach new contracts as well as re-visit existing outsourcing contracts to ensure that the impacts of automation are fair and equitable?

12:35 pm - 1:35 pm Networking Lunch

1:35 pm - 2:05 pm Keynote: Shared Secrets to Overcome Governance Challenges in a Mega Connected World

As digital labor increases as a viable option in service delivery models, so does the need for managing the accompanying outcomes. Organizations that create effective strategies around the people, processes, and technologies at the heart of digital labor, can competitively differentiate themselves in today’s marketplace. During this session, attendees will: 
  • Explore what it looks like to build and govern a bot environment and some of the accompanying risks for consideration
  • Establish top reasons for an enterprise-wide COE to pull together capabilities from IT and the procurement organization to manage digital labor technologies
  • Discuss the role of third-party management in digital labor automation and the unique differences around governance that companies need to get right

2:05 pm - 2:35 pm Keynote: Identify Risk-Rewards on AI Priorities

As artificial intelligence technology continues to evolve, more decision-makers are re-evaluating how to use AI to better their business. Within this rapidly changing world, it’s easy to feel puzzled about AI and what it can do, the benefits it can provide, and how it can best be integrated into your organization. Developing increased knowledge around standard AI language and terms enable you to engage with technical experts effectively and utilize their input and analysis when identifying strategic priorities to be implemented to best suit your organization’s needs. During this session, attendees will: 
  • Learn standard AI techniques, how to apply them in your organization, and common pitfalls to avoid
  • Explore how to identify and prioritize which AI projects to pursue
  • Delve into the business implications of technical decisions and how to assess the risk-reward trade-offs of different projects

2:35 pm - 3:05 pm Business Meeting

3:05 pm - 3:35 pm Business Meeting

3:35 pm - 4:05 pm Business Meeting

4:05 pm - 4:20 pm Networking Break

4:20 pm - 5:00 pm Panel Discussion: Game-Changers Driving DX Strategies in 2020 and Beyond

Ryan Loy - Chief Information Officer, Ebsco Industries
Kevin McDorman - Vice President, Finance Business Operations, AT&T
Digital Transformation (DX) is a buzzword in Finance, Human Resources, IT, and Procurement departments across almost every industry. The spending on DX-related technology is growing by more than 16% every year. CEOs are under tremendous pressure to demonstrate success from new business and operational models. And IT Executives are abandoning transactional relationships for long-term strategic partnerships as they cultivate opportunities. All departments are focusing on tangible examples of exceptional digital leadership, hard data, and vendor strategies across all industries. During this session, attendees will: 
  • Explore the primary drivers, priorities, and pain points of enterprises engaged in digital transformation across departments
  • Highlight clear and actionable examples of enterprises in the more advanced stages of digital transformation
  • Share leadership goals, challenges, and technologies related to the future of customers, operations, intelligence, work, and culture
  • Discuss the breakdown of maturity levels and implications for supplier relationships and the positioning of IT
  • Current and future trends shaping digital demand in the enterprise organization 

Ryan Loy

Chief Information Officer
Ebsco Industries


Kevin McDorman

Vice President, Finance Business Operations


5:00 pm - 5:30 pm MasterClass: What Is Your Analytics IQ? Thrive on Change
Analytics is changing the game for businesses in every industry. The opportunities are endless, but the investment is real. Determine your organization's maturity level and analytics needs, and see if you're ready for a data-driven future. Business today moves at a blinding pace. Customers expect more, and companies need to adapt to meet the demand. As data volumes increase, analytics, artificial intelligence (AI), and supporting technologies hold the promise of new business insights and significantly reduced costs. Still, many organizations don't know how to begin to harness the power that analytics provides. During this session, attendees will: 
  • Explore built-in AI components and hooks for IoT data ingestion
  • Best practices to ensure a standardized approach to security assessment, authorization and continuous monitoring for cloud products and services 
  • Understand End-to-end analytics capabilities, blueprints and runbooks cover initial setup, onboarding, and ongoing operations.
  • Learn about the deployment of hybrid model options with virtual private, on-premises, and public cloud environments such as Azure and AWSHybrid RPA Solutions: Working Together to Maximize Outcomes 


5:00 pm - 5:30 pm Brainweave: Hybrid RPA Solutions: Working Together to Maximize Outcomes
RPA bots can work in both “attended” and “unattended” modes. While companies can deploy either/or automation solution based on their RPA needs, an integrated platform where both solutions work in tandem is the ideal. During this MasterClass, attendees will learn how to: 
  • Understand the difference between attended and unattended RPA
  • Define your deployment strategy and licensing implications
  • Learn how the two forms of RPA can work in conjunction or separately, and when and where the integration can provide the most value  

5:30 pm - 6:30 pm Brain Trust Roundtable Discussions

Earlier in the Exchange, we collected your insights provided via our social online learning tool. We identified the highest-rated topic areas. During this session, you’ll have the opportunity to choose a topic and participate in a small group discussion. You will work in groups to explore solutions and develop an action plan for improvement in critical financial and shared services challenges.

6:30 pm - 7:00 pm Cocktail Reception