22 - 23 October, 2019 |
Shanghai, China

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
Eric Riego de Dios, Global Process Owner, People Director at BakerMcKenzie

Eric Riego de Dios

Global Process Owner, People Director
BakerMcKenzie

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
Edward Xu, Vice President, OTPE, FCRS at HSBC

Edward Xu

Vice President, OTPE, FCRS
HSBC

Charise Le, Senior Vice President of Human Resources at Schneider Electric

Charise Le

Senior Vice President of Human Resources
Schneider Electric

Chan Hoon Chuah, Vice President HR for Global Functions at DHL

Chan Hoon Chuah

Vice President HR for Global Functions
DHL

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
Yonghui Niu, Head of Financial SSC at China Railway Construction Corporation Limited

Yonghui Niu

Head of Financial SSC
China Railway Construction Corporation Limited

[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
Greg Au-Yeung, Chief Information Officer at Saxo Bank

Greg Au-Yeung

Chief Information Officer
Saxo Bank

[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 Financing

Next 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
Puneet Gupta, Director of Global Business Services at Kimberly Clark

Puneet Gupta

Director of Global Business Services
Kimberly Clark

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 Advantages

Sainath Sreenivasan

HRBP
OPPO

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 Contract

Next 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 Excellence

Next 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 at Vesuvius Zyarock Ceramics | 维苏威高级陶瓷(中国)有限公司

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

1:00 pm - 2:00 pm Lunch & Networking Break

2:00 pm - 2:10 pm Lucky Draw Giveaway

2:10 pm - 2:40 pm Best Practices 1: What does the future of intelligent automation look like at Pfizer?


Sabrina Zhang, Finance Director at Pfizer

Sabrina Zhang

Finance Director
Pfizer

2:40 pm - 3:10 pm Best Practices 2: Unlocking Flexibility & Adaptability with FOSUN Transformation Strategies


Leon Zhang, Deputy CFO and GM of FSSC at FOSUN

Leon Zhang

Deputy CFO and GM of FSSC
FOSUN

3:10 pm - 3:40 pm Afternoon Tea & Networking Break

3:40 pm - 4:10 pm Case Study: Matured Shared Services Poised for Next-Level Robotics


Edward Xu, Vice President, OTPE, FCRS at HSBC

Edward Xu

Vice President, OTPE, FCRS
HSBC

4:10 pm - 4:40 pm Case Study: How Individuals Create and Deliver Breakthrough Innovations in Mature Firms