(Use Google Chrome or Mozilla Firefox to secure your place)

SSO Week Digital North America
Moving From Transactional to Strategic

With the modern age defined by digital transformation and integrated enterprise solutions, Shared Services are leveraging a number of emerging prospects to drive step change in performance to achieve value creation.  The continued advancement of new service offerings and expansion into additional geographies are evidence of shared services collective trust earned from stakeholders.  Generating value goes far beyond successful execution of automation tools.  It requires a new era of leadership concentrated on fostering a culture that is customer centric, agile and built as an enabler to the enterprise.  

Seven reasons why you and your team will see this as a 'must attend' event:

  • Discover the top 3 skill gaps and how to bridge them
  • Apply design thinking into automation to create Cx instead of a script
  • Obtain an e-Book guide to evolve from RPA to AI
  • Uncover the 3 critical factors to progress from data basics to data ready
  • Position your SSO as enterprise enabler through automation
  • Transform to end-to-end seamless, automated and customer centric processes
  • Participate in roundtable discussion with questions taken directly from attendees

The North American Shared Services & Outsourcing Digital Week will examine the next generation of shared services and how digital disruption is changing the talent desired to manage and operate the business.  As organizations begin to challenge the way they work, automation opens new doors to enhancing knowledge based work and expansion of the service catalog.

Amazing Shared Services & GBS Transformation Journeys

Why SSO Week Digital North America is THE Place to Be!

Access from Anywhere 

No travel needed! Shared Services and GBS experts deliver cutting-edge content on the virtual stage! Enjoy best practices from the comfort of your remote workspace.

Blueprint Your Service Delivery Transformation

Upgrade your business services resiliency plan, obtain an e-book to evolve from RPA to AI, move from data basics to data ready, and hear how leading SSOs add value, every day.

Engaging Live Q&A & Digital Gift Bag Giveaways!

Facilitated live Q&A with every session! Digital giveaways throughout the event! Stay engaged and be rewarded with extra content pieces and discounts to future in-person conferences.

Over 800+ virtual attendees! We're all in this together

Walmart, Walgreens, Newell Brands and many more beloved brands share their secrets to transformation. Leading tech providers share customer stories and offer a refresh on how to maximize automation investments and protect against remote challenges.

Day 1, 13 April (Monday)
0900 - 0945 US ET 
Holistic Way to Measure Automation Impact 
Many organization measure their automation programs in terms of number of BOTS created or hours saved.  
Total Automation Program Yield is a more comprehensive method for identifying the entire impact automation programs have on organizations.  Taking a holistic view of automation program outcomes includes examination of internal cultural changes and how the program contributes to business objectives. 
 
Total Automation Yield encompasses the following 5 areas of focus:
  • Quality effect
  • Audit and compliance satisfaction
  • Scalability factors
  • Customer Experience
  • Empowering impact
Presenters:  
Scott Teeple, Chief Technology Officer, Agilify
Peter Tarrant, Product Design Architect, Agilify
Brought to you by:  Agilify Automation
 
1000 – 1045 US ET
How Northwestern Medicine Uses Their Supplier Portal to Drive Compliance, Reduce Fraud and Improve Working Capital
Healthcare organizations are under increased pressure to delivery high quality care while reducing costs and complying with all regulatory controls.  Northwestern Medicine is an integrated healthcare system with physicians, researchers and patients as stakeholders and an extensive mix of suppliers to support them. How can a supplier portal help them achieve their mission to excel in academic distinction, scientific discovery and patient safety?

Discover how supplier portals contribute to:
  • Strengthening regulatory and compliance controls
  • Fraud detection and prevention
  • Increasing working capital
Presenters:  
Amy Platis, Program Director of Finance - APM, Northwestern Medicine
Danny Thompson, SVP Market & Product Strategy, APEX Analytix
Brought to you by:  APEX Analytix

1100 – 1145 US ET
How to Manage the New Normal of Business with Automation
Over the past decade, businesses have had to adapt faster than ever before as technology has grown and evolved. Shared Services organizations are being called upon to fuel this transformation and enable enterprise business to remain competitive. And with recent world events, businesses are in uncharted territory. The companies that will be most successful are the ones that not only have a good offense but also have a good defense.

Automation is the defense to driving process efficiencies. If you can automate manual or repetitive tasks, and processes that need to be done quickly but are slowed by limited time and capacity, you will find it easier to remain competitive. If every company knew with confidence that day to day work is being done automatically and efficiently, change wouldn’t be so stressful. A solid defense makes sure companies won’t miss a beat when change arises, because it will.

During this session, you will learn how:
  • Proper automation impacts your business and your customers
  • To change day to day operations
  • Approaches to build a team to manage autoamation
Presenter:  Terry Simpson, Technical Evangelist, Nintex
Brought to you by:  Nintex
 
1200 – 1245 US ET
Unlocking Cash Flow in your Procure to Pay Processes  
Advancing the automation continuum is on the agenda for many organizations in 2020.  Respondents to SSON’s annual survey indicated the top 3 intelligent automation tools their organizations are planning to integrate are intelligent chat bots, artificial intelligence and OCR/machine vision. Successful cognitive automation is dependent on construction of a roadmap that includes technology evaluation, implementation standards, management & operations procedures and optimizing & scaling planning.   

Construct your cognitive automation strategy by:
  • Identifying the elements of problems best suited for RPA vs AI
  • Evaluating RPA adoption results as an input to AI planning 
  • Incorporating the needs and inputs from business users, process experts and developers
Presenter:  TBD
Brought to you by:  Tradeshift

1300 – 1345 US ET
Physically Distant, Socially Collaborative – Navigating the COVID-19 World Together
Business Continuity Planning (BCP) and risk management programs are being continuously redefined in the face of the COVID-19 crisis.  New operating models are being developed based on past learnings to protect against future threats, however this global event is at a magnitude and scale unlike any other. 

Join this fireside chat as we explore:
  • Psychological aspects for employees, suppliers and customers
  • Business Continuity Planning and the BPO model
  • How scale and unpredictability change BCP and risk factors
  • Strategies for managing working capital
  • Opportunity for innovation
Presenter:  Samir Bagri, Senior Director, Finance Operations Shared Services, Sysco

Day 2, 14 April (Tuesday)
0900 - 0945 US ET 
Assessing Countries Uniquely Positioned for Value Driven Services  
In SSON’s annual survey, 69% of respondents indicated they are planning to scale up services in one or more new countries.  With the current trend centering on value-add services that leverage enhanced skill sets alongside automated processing, global enterprises are evaluating the Shared Services landscape through a new lens – one that puts a priority on infrastructure, talent, and Center of Excellence capabilities.  With shared services increasingly defining a target operating model, and intelligent process automation delivering on the transactional piece, the opportunity that emerges today is that of deploying skilled human resources to provide something extra special. 

Identify criteria to consider when evaluating service delivery locations including:
  • Strengths in customer centricity, data analytics and language
  • Countries best suited to drive opportunities expand the Shared Services agenda
  • Ability to support the digital agenda and better align with enterprise objectives
Presenter:  
Hatem Selim, Head of Shared Services META Region, Ingram Micro
Magued Mahmoud, Vice President & General Manager, Dell Technologies Center of Excellence Egypt
Brought to you by:  ITIDA      
                       
1000 - 1045 US ET 
Cx and Human Interactions – Not 1’s and 0’s
Facing a vastly changing retail landscape, Tesco set out to create a new retail experience adapted to shifting consumer behaviors.  Their mission was focused on becoming the easiest place to shop by targeting steps in the shopping process where friction exists in order to create an effortless experience.  This goal required a change in Shared Service’s mindset and a shift from language centered on cost to discussions targeted at innovation and revenue generation. 

Reframing conversations to focus on customers include:
  • Developing metrics that are both qualitative and quantitative to measure interactions
  • A perspective that automation is a means to an end; humans build trust in your brands
  • The premise that all contacts are avoidable; self-service tools should be optimized and causal reasons for contacts should be identified
Presenter:  Rob Graham, Group Cx and Operations Director, Tesco
 
1100 – 1145 US ET
How Ricoh’s A/R and Finance Team Minimized Business Disruption Amidst the Coronavirus Outbreak: A 5-Step Plan
The outbreak of COVID-19 has rapidly emerged as one of the biggest global crises of all time, with businesses facing a multitude of medium and long-term impacts. Day-to-day working has been disrupted, as employees across the globe have moved into remote working mode, more customers are asking vendors for payment flexibility and disaster recovery and business continuity plans in place have never been tested to this extent.

Amidst all this Ricoh has been able to mobilize their employees very quickly across all global locations and operate with as minimum disruption as possible.  Lynn will share how technology and process optimization investments made in recent years have been critical for them to maintain visibility and control over receivables during these tough times. As this is the time most order-to-cash leaders will be thinking about how they go back and rebuild some of their processes in the aftermath of the current scenario.

To navigate these challenges Lynn will share insights on:
  • Value derived from moving from paper-to-digital in A/R
  • Making remote working and team mobility possible
  • True role of automation in keeping business moving amidst a crisis
 Presenter:  Lynn Malcom - Director, Cash, Compliance and 3rd Party A/R, Ricoh
Brought to you by:  HighRadius

Presenter:  Lynn Malcom - Director, Cash, Compliance and 3rd Party A/R, Ricoh
Brought to you by:  HighRadius
 
1200 – 1245 US ET 
Establishing a Continuous Improvement CoE (Lean and Automation) for Standard Insurance
Establishing a Center of Excellence (CoE) has become a very hot topic these days. A CoE can provide significant value to an organization or become a severe bottle neck. During this session, attendees will learn how to:
  • Set up a successful CoE that drives customer value improvements while engaging the organization
  • Define what is a transformation
  • Highlight the critical factors in the success of a transformation
  • Review lessons learned: How can a CoE enable a successful transformation
Presenter:  Kush Pathak, AVP, Lean Center of Excellence, Standard Insurance Company
 
1300 – 1345 US ET
Accelerating Process Performance and Data Driven Insights
Automation tools, including process mining and RPA, enable organizations to monitor process performance and more easily identify root causes for deviations at the touch of a button.  Just over 29% of SSON’s annual survey respondents indicated they plan to invest in tools that offer process mining capability.  Organizations no longer need to rely on time consuming process diagraming or ‘walk the process’ interviews to obtain a view into the way processes are actually being performed.  Discover how you can reduce time to obtain process insights extracted from the data they produce.

Accelerate your process performance by:
  • Helping transformation teams identify tasks best suited for automation
  • Leveraging process data to suggest the optimal way it should be performed
  • Outlining the gaps between real-time process outcomes compared to process design
Presenter:  TBA
Brought to you by:  Celonis

Day 3, 15 April (Wednesday)
0900 - 0945 US ET 
Enriching Business Capabilities with Paw Print Innovation 
Challenging the status quo to help drive an organization from good to great is part of the Royal Canin story.  With sustained double digit year-over-year growth the organization had to find new ways to continuously improve efficiency and effectiveness.  Strong business results achieved so rapidly meant the shared services team found itself in catch up mode for optimizing processes.     
 
Accelerate your business capabilities by:
  • Assisting transformation teams identify tasks best suited for automation
  • Outlining business value indicators
  • Enabling teams to successfully navigate organization change management and risk assessment
Presenter:  Aileen Sandoval, Director of Business Capabilities, Royal Canin US
 
1000 - 1045 US ET 
Preparing for the Workforce of the Future 
The evolution of automation, digital transformation and industry innovation have resulted in rapidly changing workforce requirements.  More than 35% of respondents to SSON’s annual survey indicated their workforce is not yet ready for people + robots.  In a recent study two-thirds of the participants indicated they would be more likely to apply at a company with a demonstrated investment in new technologies.  

Create a strategy for a future workforce that includes:
  • Constructing a new hiring plan and updating job descriptions to address skill gaps
  • Develop career paths and skills assessments
  • Devising a reskilling plan 
Presenter:  Name, Title, Company
          
1100 – 1145 US ET
Excelling Your Financial Intelligence
Would your finance team lose productivity if you turned off the Excel plugin? The time and effort finance team spend copying and pasting data into Excel can really add up. Manual entry is error prone and deflating to professionals who would rather spend their time analyzing the data instead of keying in numbers.
Raise your financial intelligence by:
  • Focusing on data analysis with drill down functionality to line and document level
  • Automate and validate instead of manually assembling financial and operational data
  • Increase accuracy to raise integrity of financial reporting by having access to real time data
 Presenters: 
Akeel Matcheswala, Assistant Controller, Cargojet
Megan Liu, Senior Account Executive, insightsoftware
Mark Pockl, SAP Solution Engineer, insightsoftware
Brought to you by: insightsoftware
 
1200 – 1245 US ET
Bringing Stakeholders Along in Your Shared Services Transformation 
Having grown up in Shared Services for more than 25 years, Sue has witnessed the evolution of shared services from a transaction factory to an enabler to the business. No one can escape the rapid pace of change and shifting customer expectations that has driven the need to transform. Shared Services organizations are being called upon to fuel this transformation and enable enterprise business to remain competitive.

As Sue draws from her experience across multiple industries and a career spanning more than two decades in shared services she will highlight stakeholder management tips including:
  • Pace of change and what this means for stakeholder communication
  • Changing stakeholder expectations
  • New entrants to the stakeholder landscape
Presenter: Sue Brauer, Global Process Owner P2P, Walgreens Boots Alliance
 
1400 – 1445 US ET
Driving Enterprise Change with Strategic Technology Modernization: From 1790 to 2020
The first United States patent was granted in 1790 for changing ash by a new apparatus and process. Across many decades, the USPTO has issued patents and trademarks for many world-changing technologies and products.
Modernizing IT today is about not only tools, but changing methodologies and mindsets with a renewed focus on customer experience and collaboration for more efficient, streamlined systems and products that matter for the business.

Modernization of IT and business services includes:
  • Progressing a project-centric structure to a product oriented approach
  • Evolving procurement methods and the buying approach
  • How AI, ML and cloud platforms drive innovation in public sector
Presenter: Jamie Holcombe, CIO, United States Patent and Trademark Office (USPTO)
 
Day 4, 16 April (Thursday)
0900 - 0945 US ET   
Triggering a Transformation Infliction Point 
Has your organization started down the transformation journey and discovered you may be taking a detour or going the wrong way on a one-way street?   The race to get pilots in place and to get automation programs launched means some foundational steps may have been missed.  Bringing in transformation expertise from three different global industries, Tanuja will share learnings and advice to help get you back on track and pointed in the right direction. 

Take a fresh look at your transformation plan based on insights regarding:
  • Essential elements and priorities for People, Process and Technology
  • DSO case study which illustrates data as the driver
  • Measures of success – friction removal by addressing root cause
Presenters: 
Tanuja Singi, Vice President, Global Business Services, Newell Brands 
 
1000 - 1045 US ET 
Shaping the Future of Work in the digital age through FlexWork
The future of the shared services workplace is radically changing as the competition for talent heats up and intelligent automation is reshaping roles. Experian implemented a strategy to redefine the future of work through an innovative program called FlexWork. The program draws upon the uniqueness of talent to create an environment where they can be their most productive and highly satisfied. Flexibility is much more than just working from home and requires a mindset change across the organization.

Flexibility can be a talent differentiator measured by:
  • Positive attrition impact
  • Improved productivity
  • Improved work-life balance
  • Increased employee engagement
Presenters: 
David Palmieri, Managing Director – Head of GBS and Group Productivity, Experian
Kumaran Krishnen, Global Workplace Optimization Program Lead, Experian
 
1100 – 1145 US ET
AI in Action: Python or PowerPoint? 
Changing the narrative around Artificial Intelligence (AI) means uncovering the strengths in the technology and aligning them with the business problems your organization is planning to solve.  Implementing AI may require overcoming challenges that include preparing your organization’s data for consumption at an unpresented rate.  Understanding potential bias and the importance of human validation of AI derived results is another key element to appropriately adopting AI. 

Differentiate the technology and gain an understanding of the relationship between:
  • Machine learning
  • Intelligent automation
  • Cognitive computing
Presenter:  TBA
 
Day 5, 17 April (Friday)
0900 - 0945 US ET 
Work from Home May Be Here to Stay – Collaboration and Productivity in a Remote Environment
With the current coronavirus concerns around the world many organizations have implemented a work-from-home policy. How can businesses ensure workplace productivity while having to virtually manage remote workers amidst operating in a crisis?  Beyond the outbreak, flexible working continues to gain traction with newer generations of the workforce expecting companies to have flexible workplace practices in place.  With so many employees getting comfortable with work from home environments it may be difficult to bring them back into the office.  

Examine how collaboration tools to establish a productive workplace environment by:
  • Ensuring consistency of business processes across the organization
  • Automating and supporting change management
  • Enabling communication and fostering global connectness via integration with chat and collaboration tools
 Presenter:  TBD
                       
1000 - 1045 US ET 
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 
 
1100 – 1145 US ET
Journey from Neural Networks to Expert Systems  
Artificial Intelligence and Machine Learning are rendering legacy processes obsolete.  Process mining has evolved the data exhaust captured and the speed at which variations can be highlighted.  Combining the results process mining produces with the learning capability of expert systems creates a powerful engine to boost decision making and prediction. 

Gain an understanding of how expert systems:
  • Improve workflows and contribute to the bottom line
  • Apply science to processes
  • Expedite identification of areas to apply human and technology resources
Presenter:  Rida Moustafa, Distinguished Data Scientist, Walmart 
                       
1200 – 1215 US ET   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  

Sue Brauer

Sue Brauer

GPO P2P

Walgreens Boots Alliance

Kush Pathak

Kush Pathak

AVP, Lean Center of Excellence

The Standard

Rida Moustafa

Rida Moustafa

Enterprise Decision Scientist

Walmart

Scott Teeple

Scott Teeple

Chief Technology Officer

Agilify

David Palmieri

David Palmieri

Managing Director – Head of GBS and Group Productivity

Experian

Kumaran Krishnen

Kumaran Krishnen

Global Workplace Optimization Program Lead

Experian

Rob Graham

Rob Graham

Group Customer Experience & Operations Director

Tesco

Akeel Matcheswala

Akeel Matcheswala

Assistant Controller

Cargojet

Megan Lui

Megan Lui

Senior Account Executive

insightsoftware

Jamie Holcombe

Jamie Holcombe

Chief Information Officer (CIO)

United States Patent and Trademark Office (USPTO)

Mark Pockl

Mark Pockl

SAP Solution Engineer

insightsoftware

Peter Tarrant

Peter Tarrant

Product Design Architect

Agilify

Amy Platis

Amy Platis

Program Director of Finance - APM

Northwestern Medicine

Danny Thompson

Danny Thompson

SVP Market & Product Strategy

APEX Analytix

Terry Simpson

Terry Simpson

Technical Evangelist

Nintex

Magued Mahmoud

Magued Mahmoud

Vice President & General Manager

Dell EMC Center of Excellence, Egypt

Hatem Mamdouh Selim

Hatem Mamdouh Selim

Head of Shared Services META Region

Ingram Micro

Aileen Sandoval

Aileen Sandoval

Director of Business Capabilities

Royal Canin US

Lynn Malcom

Lynn Malcom

Director, Cash, Compliance and 3rd Party A/R

Ricoh

Samir Bagri

Samir Bagri

Senior Director, Finance Operations

Sysco

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 North American 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.