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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 
A 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 

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 deliver 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 and 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
RPA plus AI: Steps to Cognitive Automation Success 
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
 Brought to you by:  Tradeshift

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, Ingram Micro SSC head, META
Magued Mahmoud, Vice President & General Manager, Dell EMC 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
3 Ways to Build a Workplace that Empowers
The top skills identified as the biggest deficit in shared services organizations are data analytics, automation/technology and innovative thinking based on the results from SSON’s state of the industry report.  Connecting the dots between process domain expertise and the cultivation of business insights relies on narrowing the current skill gaps and optimizing use of process automation.   

Empower your workforce by:
  • Designing seamless, automated workflow designed with Cx in mind
  • Removing unnecessary checks and reducing manual controls
  • Putting business intelligence at the fingertips of employees
Presenter:  TBA

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

Day 3, 15 April (Wednesday)
 
0900 - 0945 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        
  
1000 - 1045 US ET 
Making the Case for Cloud Automation 
While the Fourth Industrial Revolution and the resulting push for digital transformation has driven the need for all forms of automation there’s no denying the fact that cloud-based automation in particular is an exciting and high-potential strategy.  Cloud based solutions offer organizations increased agility and the ability to scale.  With lower costs and quicker time to implementation compared to on premise solutions, why aren’t all organization fully cloud enabled?

Build your case with consideration of the following:
  • Data privacy and regulatory requirements
  • Aligning your enterprise growth plan with your IT strategy
  • Assessing your automation infrastructure needs
Presenter:  TBA
   
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
  • Automating and validating instead of manually assembling financial and operational data
  • Increasing 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 communicatioon
  • 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
    • 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
    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
    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
                          
    1000 - 1045 US ET
    Applying Design Thinking to Build Customer Centricity into Automation 
    Have you heard your team say, “I’m too busy to be creative”?  Automation frees up time by removing routine tasks but converting that free time into innovation doesn’t come easily.  Creativity and innovation in today’s business environment not only drives business results but can also be an industry differentiator.  So how can automation help your team to drive innovation? Design thinking discipline helps teams discover new ways to solve problems and open their minds to innovate.  

    Apply design thinking principles to:
    • Ideate, collaborate and test new ideas
    • Challenge legacy process and work methods
    • Develop an agile, human-centric approach to process and automation
    Presenter:  TBA 
     
    1100 – 1145 US ET
    Journey from Neural Networks to Expert Systems  
    Artificial Intelligence and Machine Learning are rending 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, Enterprise Decision 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. 
    Presenter: 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

    Sue Brauer

    Sue Brauer

    GPO P2P

    Walgreens Boots Alliance

    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

    Tanuja Singi

    Tanuja Singi

    Vice President, Global Business Services

    Newell Brands

    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

    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.