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Transactional efficiencies are table stakes. Shared Services organisations are now setting  their sights on how to enrich customer value by leveraging one of their greatest gold mines - data.

The Shared Services model is now roughly three decades old and in that time, it has shifted from a cost-based, centralisation-driven approach to one that, today, offers transactional efficiencies as table stakes. Along the journey, Shared Services has leveraged opportunities ranging from low-cost offshore resources, over outsourcing, and more recently the robotic workforce to drive performance and deliver more value.  Building on the foundation constructed in the past 20 plus years, Shared Services organisations are now setting their sights on how to enrich customer value by leveraging one of their greatest gold mines – data.  While the mine is filling up with amplified volume and new types of data,  resulting from increased use of automation and process outcomes, Shared Services is faced with the opportunity to leverage it to design tailored, customer-centric service. 

By attending this event  you will learn how to: 

    • Leverage IA and data analytics to improve operational efficiency and effectiveness, drive revenue growth and improve service quality 
    • Utilise predictive analytics to create a better experience for shared services customers
    • Unclog bottlenecks and increase visibility with process discovery and mining
    • Construct a GBS framework to improve analytics and insights, leading to transformed customer and employee experiences 
    • Scale automation to deliver amplified business value 
    • Support remote workers and improve service in uncertain times 
    • Design and execute business continuity 2.0  
    • Take your service delivery organisation into the future through CoEs, non-traditional services, analytics and business customisation  

Day 1, 1 June (Monday)
0900 - 0945 BST (0800-0845 GMT) 
A New Wave of Business Impact: Constructing Your Digitally Enabled Service Agenda  
The same digital disruption forces that are acting on companies and work-processes, are dramatically changing the face of shared services of the future. The next generation of shared services leverage exponential technologies like AI, outcome-based work-process design and open ecosystems to deliver 50-90% efficiencies over current best-in-class shared services. During this session, you will hear how one leading SSO is evolving its shared services to this new normal of digitally enabled services. 
  • Learn how to make leap-frog developments in creating/optimising services 
  • Leverage next generation shared services as a linchpin of their digitisation effort for the entire enterprise 

1000 - 1045 BST (0900-0945 GMT)
Embedding Continuous Improvement 3.0 Into the DNA of Shared Services 
Uncovering the next layer of cost savings and value is a priority for every SSO. Without a proper CI program, whether that be formal or informal, this becomes challenging and opportunities are quickly missed. 
  • Design a new approach to CI with a focus on integrated processes, business alignment, enabling technology and a cultural mindset 
  • Embedding continuous improvement in business continuity 
  • Complimenting continuous improvement initiatives with RPA 

1100 – 1145 BST (1000-1045 GMT)
Data is the New Oil: Unlocking Business Insights to Drive Decision Support 
Decades if transactional processing experiences tells us that the cleaner, the more structured and the more standardised the data, the easier it will be for GBS/SSO organisations to move up the value chain, execute on real-time insights, and leverage powerful analytics to support optimised decision-making at the front end of the business. If SSO/GBS organisations truly want a seat at the table to support strategy, they must show how the back ends of processes connect with the front of the business. 
  • Harness data, both master and transactional, to enact digital change from top to bottom
  • Connect the data harnesses and captured in processes to support forward=looking thinking

1200 – 1245 BST (1100-1145 GMT)
How Human Augmentation Hold Substantial Potential in the Future  of Technology

Day 2, 2 June (Tuesday)
0900 - 0945 BST (0800-0845 GMT) 
Shining the Spotlight on Business Services as Partners and Consultants
For many years enterprise organisations have taken a stance that focusing on core competencies is the basis of competitive advantage and supporting functions should be transferred to other areas or to a third party; hence the emergence of Shared Services and outsourcing more than 20 years ago.  Fast-forward to 2020 and service delivery models are continuing to evolve across Europe. A growing number of large multinational corporations have made the shift to more global, multifunctional (GBS) models which are not only expected to provide higher value at lower cost, but to create environments where digital capabilities can be rapidly adopted – ultimately positioning them as the engines for enterprise-wide digital transformation. Yet business services leaders still come up against traditional views of the model as transactional process houses instead of being recognised as value adding hubs for innovation and consultants to the business. 

Our panel of seasoned Shared Services leaders will discuss:
    • Essentials to enable and guide the business to move into the Consultant seat at the table
    • Branding, language and talent – how SSO’s overcome transaction factory perception
    • What is holding SSO’s back
Chris Gunning, Manager Transformation Services, Global Finance Process & Services, The HEINEKEN Company
Mike Stops, Group Director Service Centres, NSG Pilkington
1000 - 1045 BST (0900-0945 GMT)
Shark Tank Innovation – Taking a Byte Out of the Ordinary 
Following the script from the Shark Tank television show, Shared Services organisations interested in gaining support and funding for their automation programs will need to prepare to enter the tank.  Facing your internal sharks, stakeholders and executive sponsors, means fine tuning your business case and knowing your numbers.  But the tank also creates an opportunity for team members to drive innovation by putting their ideas forward on improvement areas that can be addressed by automation. Defining the metrics to calculate the long-term yield of your automation program and ROI on your solution investment means detailing the benefits measurements and costs to operationalize the tools.

Prepare for your entry into the automation funding tank by:
  • Outlining costs for management and operations of automation at scale
  • Identifying the ‘white dollar’ soft benefits as well as cost savings
  • Correlating how your automation outcomes will contribute to business growth
Presenter:  TBD
1100 – 1145 BST (1000-1045 GMT)
Attracting the Workforce of the Future 
Creating an environment attractive to the digital native talent pool includes, at a minimum, matching the tools and technology on the job they have access to at home. The relentless expectation for mobile, social and globally accessible tools to be available in the workplace means leaders are faced with the challenge to deploy technology solutions to attract, retain and manage their workforce while creating a collaborative, engaging employee experience.  One of the most impactful places to start is changing the way your company plans for, hires and engages its talent by understanding what is available in the marketplace.  SSO’s are faced with the need to anticipate shifts in the business landscape and respond by developing a talent pool with the necessary skills.
Creating a Workforce of the Future talent management plan requires embracing changes including:
  • Changing organizational structures and rewriting role descriptions based on future business needs
  • Adjusting how, where and when recruiting is done
  • Migrating to cloud based talent recruiting automation
Presenter:  TBD
1200 – 1245 BST (1100-1145 GMT)
Evolving the GBS Model from Siloed Towers to Integrated Service Management
In SSON’s annual state of the industry survey 19.5% of the respondents indicated they have not yet implemented a GBS model but plan to in the near future.  Of the respondents who already operate in a GBS model, 13% said they are struggling to achieve the full benefits and completely transition to the new model. 
  • Transition of programs
  • Wrapper around GBS org to bring it all together
  • Fill in the gaps between the towers
Presenter:  Vanessa Gleason, Vice President – Strategy and Relationship Management, Takeda
Day 3, 3 June (Wednesday)
0900 - 0945 BST (0800-0845 GMT)
Mastering the 3 Basics of Process Mining:  Discovery, Conformance and Enhancement
Most of us had to learn in school how to solve math problems manually, on paper, before we could graduate to the use of a calculator, or in modern times to an APP or software program.  Gaining the full benefits of process automation builds upon the strength of traditional mapping and good old fashioned ‘walking the process’ to gain human insights that do not easily jump out from algorithm results.  

Reveal your bottlenecks and achieve greater results from your process tools by:
  • Understanding automation isn’t a solution unless it’s the right solution for the problem you are solving
  • Importance of applying context to data outcomes and looking under the hood for the story the data doesn’t tell
  • The good, the bad and the not so pretty part of algorithms
Presenter:  TBD
1000 - 1045 BST (0900-0945 GMT)
Creating a Vision for the Long Term, Strategic Direction of Process
Getting caught up in the rush to chase the shiny new object, known as automation, has resulted in some organisations not stopping long enough to pause and assess the outcomes process change.  The role of Global Process Owners (GPO) is being elevated as scaling automation successfully requires an end-to-end view of current and ‘to be’ state of process results.  Prior to turning on automation it is essential to identify how the changes will impact process performance metrics. 

Optimizing process in the long-term necessitates:
  • Defining the structure and separation of tasks between GPO’s and continuous improvement teams
  • Knitting together end-to-end process ownership
  • Evolving the role of the GPO
Presenter:  Nick Redman, Head of Global Process Owners, Informa
1100 – 1145 BST (1000-1045 GMT)
Soft Skills as Super Powers 
Descriptions of desired skills for Shared Services candidates have evolved from a heavy concentration on functional and domain expertise to a balance with soft skills.  Now often referred to as people skills or defined as an emotional intelligence quotient, they are the new strategic, essential skills.  In this year’s annual SSON state of the industry survey innovative thinking moved into the Top 3 of preferred skills missing in existing teams, thereby conveying the increased importance being placed on these skills.

Does your team possess these sought out super power skills?
  • Collaboration, critical thinking, confidence, communication, creativity
  • Flexibility, adaptability to change, empathy, negotiation
  • Storytelling and relationship building
Presenter:  TBD
1200 – 1245 BST (1100-1145 GMT)
15 Minutes in a Coffee Corner to Brew Up Value Delivery Redesign
What if you were charged with improving customer satisfaction, reducing attrition and enriching end-to-end service performance, and you only have 6 months to get things moving in the right direction, where would you start?  With the people, or course, and a mindset that shared services competitiveness will be lost if the focus is only based on cost.  Learn about Europcar’s strategy designed from insights learned from front line team members and country CFO stakeholders.   

Move to next level value delivery performance by:
  • Understanding how paying fewer employees higher salaries can drive motivation and reduce attrition
  • Methods to gain clear, open feedback from stakeholders - not just what they think you want to hear
  • Learning to ride a bicycle – up a steep slope with the front tire flat and no brakes
Presenter:  Guy Mercier, Managing Director, Europcar Financial Services Centre 
Day 4, 4 June (Thursday)
0900 - 0945 BST (0800-0845 GMT) 
Scaling Automation to Deliver Amplified Business Value
Implementing automation successfully requires considerable effort and resource investment of people and funding.  Striking the balance between ambition, foundation and agility necessitates carefully considering these elements from the outset.  Establishing a model that will facilitate your organization to scale and manage your digital workforce in a nimble way will enable you to progress further on your digital journey.

Amplify your business value by developing an automation strategy that addresses:
    • Robotics as only one component of a more holistic program
    • A formal structure and operating model to transition from pilot to production
    • Robots are not a set it and forget it tool – they require maintenance, governance and control

Presenter:  Erhan Ok, Head of Practice, Business Process Automation CoE, ABB

1000 - 1045 BST (0900-0945 GMT)
Hospitality Included – Cx with No Tipping Required 
Creating a customer obsessed culture takes diligent effort and focus to build a ‘how does this benefit the customer’ mentality into the language, DNA and decisions related to change.  Creating exceptional customer experiences (Cx) starts with a mindset that isn’t achieved by training alone.     

Elevate the Customer Experience your team serves up by:
  • Re-engineering metrics to be customer centric and outcome based
  • Renovating employee performance measures to align with Cx expectations
  • Enabling your team with tools and empowerment necessary to provide seamless customer interactions
Presenter:  TBD
1100 – 1145 BST (1000-1045 GMT)
Accelerating Business Value with Benchmarks
KPI’s and SLA’s are routine measures of Shared Services performance but what are the metrics your customers really care about?  How have you refreshed your metrics and leveraged new data points produced from process automation?  What sources do you use to benchmark your results after transformation initiatives? 
Presenter:  Naomi Secor, Global Managing Director, SSON
Brought to you by:  SSON Analytics 
1145– 1200 BST (1045-1100 GMT) 
Chairwoman’s Conference Summary 
Join in as our conference Chair will provide her highlights, insights and key takeaways from the week.  
Rochelle Hood, Global Head of Customer Analytics and Research, SSON             

Rochelle Hood, PMP

Rochelle Hood, PMP

Global Head of Customer Analytics and Research


Guy Mercier

Guy Mercier

Managing Director (interim)

Europcar Financial Services Centre

Vanessa Gleason

Vanessa Gleason

Vice President – Strategy and Relationship Management


Mike Stops

Mike Stops

Group Director Service Centres

NSG Pilkington

Chris Gunning

Chris Gunning

Manager Transformation Services, Global Finance Process & Services

The HEINEKEN Company

Nick Redman

Nick Redman

Head of Global Process Owners


Erhan Ok

Erhan Ok

Head of Practice, Business Process Automation CoE


How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.  

How much does it cost to attend?

The European Shared Services & Outsourcing Digital Week is completely free to attend. 

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?

All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.