Conference Day 2: 23 October 2019
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
§ 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 Roundtable 1: 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 Roundtable 2: 50% Increase in Efficiency by Driving Innovation Through Design-Thinking
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Roundtable 3: Process Mining & Intelligence: Knowledge Discovery & Applications[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Roundtable 4: From Cloud Computing to Shared Services: The CIOs Concerns on Security & Liability
[INNOVATION] Leveraging Automation with The New Cognitive and Artificial Intelligence Capabilities
11:40 am - 1:00 pm Roundtable 5: Extracting Value in Big Data to Enable Smart FinancingNext Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Roundtable 6: 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 Roundtable 7: Expert Insights on Business Process Outsourcing: Hybrid Model Driving Cost & Quality AdvantagesSainath Sreenivasan
HRBPOPPO
Next Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Roundtable 8: Blockchain versus The Future of Payroll & HR: Cross-Border Payment, the Promising Middlemen & Unbreakable ContractNext Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Roundtable 9: Guiding Principles to Build-Your-Own Artificial Intelligence Centre of ExcellenceNext Generation of Shared Services: The Global Ambition
11:40 am - 1:00 pm Roundtable 10: 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
