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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
  • You can build a team to manage automation
Presenter:  Terry Simpson, Technical Evangelist, Nintex
Brought to you by:  Nintex
 
1200 – 1245 US ET
Shift Happens! Now how do I pay for that? 
Supply chain operations are feeling intense pressure from recent events – more calls, more processes, more checking…more work. Again you’re being asked to do more with less, and from home, so that your sellers can get the cash they need. Moreover, in turbulent times, cash is king. So how will sellers get the funds they need to cope, or, in some cases, survive?

During this session, we will discuss strategies you can take to:
  • Enhance supplier relationships and business processes in this “new normal”
  • Distribute funds through your supply chain, adding value and goodwill to your suppliers
  • Digitize and control spend management for the 80% of suppliers in your long tail
  • Support at-home workers to keep business moving
Regardless of this new normal, organizations need to take care of their employees and suppliers now, and more importantly, for the future. With a combination of cash liquidity strategies and a virtual card program, you can experience successes for both, driving tighter controls, increased cash flow and supplier happiness.

Presenters:  
Tracy Kellaher, Director of Banking Alliances - The Americas, Tradeshift
Alexa Bradley, Regional Vice President of Enterprise Sales, Tradeshift
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:  Charles Morgan, Chief Administrative Officer, BIC

Day 2, 14 April (Tuesday)
0900 - 0945 US ET 
Assessing Locations 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
5 Digital Transformation Initiatives for Minimal Business Disruption in a Challenging Environment 
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 
 
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
Transforming Procurement with Digital: How Process Mining Unlocked Value in Genpact’s Procurement Processes
 Sam Covell, Chief Procurement Officer and Scott Van Valkenburgh, Global Alliances and Channels Leader at Genpact, reveal how to use best-in-class process optimization tactics to reduce maverick buying, improve right-first-time purchase orders, and make digital transformation in procurement a reality.
 
Presenters:  
Sam Covell, Chief Procurement Officer, Genpact
Scott Van Valkenburgh, Global Alliances and Channels Leader, Genpact
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
Presenters:  
Aileen Sandoval, Director of Business Capabilities, Royal Canin US
River Song, Jr. Manager of Fluff and Sweetness, Royal Canin US
 
1000 - 1045 US ET 
5 Digital Transformation Initiatives for Minimal Business Disruption in a Challenging   (Encore Session)
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 
 
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
Changing With the Times - Business Continuity Planning (BCP) in a COVID-19 Era 
Most organizations have a BCP plan in writing but can it stand the test of a crisis such as COVID-19.  While natural disasters and even world events such as 9/11 have raised the bar on the breadth of BCP even the most mature and well-tested plans are unlikely to have provisions to deal with scale, duration and global reach of the crisis we are currently facing.  

Take a fresh look at your BCP plan based on COVID-19 learnings including:
  • Service delivery risks in a 100% work from home model (equipment, infrastructure, staff state of mind)
  • How do you make your plan fluid in order to prepare for ‘waves’ of change around the globe
  • Which elements need to be continuously modified as the crisis end date continues to be pushed out
  • How do you transfer the outcomes into operational changes once business as usual state is restored
Presenter: Ronn Kolbash, Associate Vice President, Shared Services, University of Chicago 
 
1300 –1345 ET
Maximizing Your Automation Potential with Intelligent Document Processing 
Learn how Archer Daniels Midland (ADM) partnered with tranformAI to fully automate their end-to-end P2P processes.  51% of accounting professionals identify delayed approval on invoice payments as one of the top challenges in Account Payables, according to “The State of ePayables 2019: Driving Value in the Age of Intelligence,” by Ardent Partners. These delays can directly impact a company’s bottom line.

In this session, you will hear how Archer Daniels Midland (ADM) joined forces with transformAI and tackled their P2P challenges by leveraging IQ Bot, an intelligent document processing solution that uses AI to extract complex information from a variety of documents.

Gain a deeper understanding of automation potential by learning:
  • How to apply intelligent automation to today’s document processing needs
  • Business benefits of Intelligent Document Processing (IDP)
  • Real-world examples of companies deploying IQ Bot at scale
Presenters: 
Lee Patsel, Manager, RPA Program, Archer Daniels Midland (ADM)
Lee Coulter, CEO, transformAI
Chuck Hanebuth, CTO, transformAI
Sameer Bhandari, Sr. Director, Cognitive Automation, Automation Anywhere
Brought to you by: Automation Anywhere
 
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 
Preparing for a Post COVID-19 Workplace 
For the past several years there has been heightened awareness of the need for Shared Services to become more agile in order react to changing business environments and customer expectations.  The COVID-19 crisis raised both the motivation and timeline to do so.  Flexibility of human resources policies, the degree of document digitization, device portability and duty of care plans are all being put to the test.  In a post-pandemic environment how will your shared services organization change and what will your customers and employees remember about the way you navigated the crisis?  Will you seize the opportunity to challenge stagnant policies, escalate business case for automation and strengthen your employee and customer loyalty through your actions…..or revert back to business as usual?

Consider these elements of your post COVID workplace:
  • Messaging and return to work actions that will define how your brand is remembered by employees and customers
  • How to capitalize on your learnings to modify your business continuity planning
  • Are you more innovative and nimble?  If not, why not?
Presenter:  Paul Bartley, COO Global Business Services, Odfjell Drilling Philippines 
 
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
  • Increase in 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 
Why Coronavirus Magnifies Critical Need for Full-Cycle Automation
Pre-Coronavirus, robotic process automation (RPA) was already a proven leading technology transforming the workplace with increased business efficiency and accuracy, together with low total cost of ownership and quick ROI. With most of the workforce now working remotely and millions of layoffs, RPA is no longer a nice-to-have, but rather a means of survival for business leaders facing a plethora of challenges.

Join this session to take a look at some of the new business-critical processes now in urgent demand across all industries, and how you can leverage Full-Cycle Automation to combat the many business challenges brought on by the Coronavirus.

Magnify your full-cycle automation benefits and learn how:
  • Automation can help your organization adapt to changes necessitated by Coronavirus
  • To immediately improve operational efficiency and customer experience while maintaining business continuity
  • Adapting your business processes is needed as more of your workforce becomes remote
  • To overcome business setbacks and challenges caused by the effect of COVID-19
 Presenter:  Ohad Barnoy, VP Customer Success, Kryon
Brought to you by:  Kryon
 
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:  Xavier Rodriguez, Financial Shared Services Center Director, Technicolor Guadalajara
                       
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 Network to Autonomous System
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 
                       
1145 – 1200 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

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

Aileen Sandoval

Aileen Sandoval

Director of Business Capabilities

Royal Canin US

Charles Morgan

Charles Morgan

Chief Administrative Officer

BIC

Lynn Malcom

Lynn Malcom

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

Ricoh

Xavier Rodriguez

Xavier Rodriguez

Americas Shared Services Director

Technicolor

Alexa Bradley

Alexa Bradley

Regional Vice President of Enterprise Sales

Tradeshift

Tracy Kellaher

Tracy Kellaher

Director of Banking Alliances, The Americas

Tradeshift

Lee Coulter

Lee Coulter

CEO

transformAI

Chuck Hanebuth

Chuck Hanebuth

CTO

transformAI

Lee Patsel

Lee Patsel

Manager, RPA Program

Archer Daniels Midland (ADM)

Sameer Bhandari

Sameer Bhandari

Sr. Director, Cognitive Automation

Automation Anywhere

Ohad Barnoy

Ohad Barnoy

VP Customer Success

Kryon

Paul Bartley

Paul Bartley

COO, Global Business Services

Odfjell Drilling

Ronn Kolbash

Ronn Kolbash

Associate Vice President of Shared Services

University of Chicago

Sam Covell

Sam Covell

Chief Procurement Officer

Genpact

Scott Van Valkenburgh

Scott Van Valkenburgh

Vice President, Global Alliances and Channels Leader

Genpact

River Song

River Song

Jr. Manager of Fluff and Sweetness

Royal Canin US

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.