22 - 23 October, 2019 |
The Westin Bund Center, Shanghai, China
The Westin Bund Center, Shanghai, China
Conference Day 2: 23 October 2019
9:00 am - 9:10 am Opening Address by Chairman
9:10 am - 9:50 am The Future Tech: How Digital Can Turbocharge Next-Generation E2E Customer Experience Management and Improvement?
§ Foster customer-centric design process and organisation culture
§ The virtual remote work programme for multigeneration workforce
§ Establishing a new standard of customer experience
9:50 am - 10:30 am Panel discussion: Intelligent Process Automation Re-Design for Seamless Digital Experience
Speakers:
Charise Le Senior Vice President of Human Resources Schneider Electric
Lynette Sha GBS P2P CN PS FAC Siemens Ltd., China
Johnny Zheng Global IT Operations Director and MGS Hub Leader MARS
Xuejia Wang TCL电子财务共享服务中心总监 TCL实业控股股份有限公司，TCL Industries Holdings Co.，Ltd
Moderator:
Yongjun Qu APAC Vice President RS Components
Charise Le Senior Vice President of Human Resources Schneider Electric
Lynette Sha GBS P2P CN PS FAC Siemens Ltd., China
Johnny Zheng Global IT Operations Director and MGS Hub Leader MARS
Xuejia Wang TCL电子财务共享服务中心总监 TCL实业控股股份有限公司，TCL Industries Holdings Co.，Ltd
Moderator:
Yongjun Qu APAC Vice President RS Components
§ Roles Replacement by Virtual Robots, Mimicking Human Actions and Interacting with Multiple systems
§ Intelligent expense management for pattern recognition, increasing the percentage of automatic processing
§ Multi-lingual, Interpretive Voice Response Solutions: Virtual agents in call centres, offering services in several languages on a 24/7 basis
10:30 am - 11:00 am Panel Discussion: Top 20 Most Admired SSOs 2019 Benchmarking Exclusive
How The 2019 Most Admired SSOs Use Metrics & Benchmarking to Drive Serious Growth
SSOs have always been focused on monitoring KPIs and keeping close tabs on how benchmarking can drive best-in-class performance. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers.
During this session, two practitioners from SSON’s 2019 “Most Admired SSOs” will highlight the top metrics used in their organization and discuss the real business benefits from crunching the aggregated data of their peer set and beyond.
11:00 am - 11:10 am Live Polling and Benchmarking
11:10 am - 11:40 am Morning Refreshments & Networking Break
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm The Rise of the Robots: Why Automation Fail and What You Can Do About It
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Automating finance shared service transformation with FOSUN
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Solving an Over-Complex Global ERP Implementation
Jerry Huang | 黄峥嵘
IT Director - Asia Pacific | 亚太区IT总监Vesuvius Zyarock Ceramics | 维苏威高级陶瓷（中国）有限公司
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Extracting Value in Big Data to Enable Smart Financing
Next Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm More Cash, Less Cost: Next Generation Procure-to-Pay (P2P) Operations
Next Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Expert Insights on Business Process Outsourcing: Hybrid Model Driving Cost & Quality Advantages
Next Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Expert Insights on Business Processes in Financial Shared Service CentersWenxia Li
Finance Shared Services General ManagerChina Continent Insurance
