16 - 19 September 2019 | Online | Free-to-Attend

Digital transformation and the advancement of automation continue to widen its reach across Shared Services Organisations, BPO’s and GBS centers.  Now in its fourth year, the IA World Series will bring together client case studies demonstrating practical application of robotics automation along with a view of how automation is changing the face of service delivery.  The expansion of a digital workforce introduces new challenges in resource planning and the opportunity to create a culture of innovation.  

Please join us for interactive exchanges to learn from industry experts and solution providers as they share their experiences and lessons learned.  Topics covered in the IA World Series include; Intelligent Automation, Process Mining, Customer Experience, Digital Transformation and much more! The online conference is free-of-charge and open to all industry professionals interested in the field of Intelligent Automation.

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Day 1: Monday 16 September 

0930 - 1030 US ET
Making the Leap From Unattended to Attended Automation

Retaining check points and human inspected hand offs through use of attended automation is a reliable and sound way to enter an automation journey.  Release the safety vest and make the leap to unattended automation to gain increased return on investment and increasingly streamline your end-to-end process. 
  • Learn how your approach to unattended automation can:
  • Lower risk by starting small and integrating learnings
  • Help you effective plan for scaling
  • Highlight outdated controls and challenge levels of approvals
Presenter(s):  TBD
Brought to you by: Antworks

1100 - 1200 US ET
Transforming Banking with Smart Automation

Contact centres have a history of nested menus, call avoidance techniques and a bit of a de-humanizing feel.   Designing automation to empower employees to solve customer problems can transform the customer experience (Cx).

    Learn how to make automation personal by:
    • Identifying data entry tasks to free up employees to serve customers
    • Applying data analytics to tailor service delivery
    • Create customer centric processes leveraging automation

Bain & Company (Partners) - Jed Fallis, Joe Fielding, Thomas Herbeck and Roberta Berlinghieri
Omer Fuchs: Head of Strategy and Business Development, NICE Advanced Process Automation solutions
Brought to you by:  NICE

1300 – 1400 US ET
20 Tips on How to Benefit From Process Mining

Process Mining provides a new means to improve processes and an innovative analytical approach to gain objective insights and uncover hidden problems.  Process Mining utilizes data captured in systems from process execution and visualizes it to highlight detects deviations and bottlenecks.  

  • In this session you’ll learn process mining tips including:
  • Ways to create an accurate visual picture of the entire “as-is” process
  • Methods to eliminate subjectivity from traditional process mapping
  • Assessing opportunities and identifying optimal candidates for automation or digital transformation

Presenter(s):  TBD
Brought to you by:  Minit

1430 – 1530 US ET
An Integrated Automation Conversation: Understanding What it is and How to Prepare for it

When implementing IA initiatives into your organization to enhance and improve its processes and business intelligence, it’s essential to develop practical and feasible short and long-term project strategies. 
When doing so, your program will be better equipped to tackle the expected and not so expected obstacles along its IA journey, as well as be prepared for each new phase of its overall journey.

Presenters:  Scott Teeple, CTO and Kent Andrews, Director of Professional Services
Brought to you by: Agilify

Day 2: Tuesday 17 September

0930 - 1030 US ET
Reinventing Automation – Unleashing the Power of the Future Workforce Through IA

Amplifying and realizing business value by implementing intelligent automation, leveraging RPA, cognitive, AI and ML capabilities can completely transform enterprise processes and allow companies to automate at a larger scale. In this session the speakers will share their views about holistic automation with real use cases on enterprises scaling and succeeding in their automation journey and how intelligent automation can open up a new range of possibilities to overcome the limitations of discrete automation and RPA.
Presenter(s):  TBD
Brought to you by:  EdgeVerve

1100 - 1200 US ET
Developing Automation at Scale

Mars is already reshaping the future of work. Their secret? Deploying automation at scale while working in partnership with HR to make work more human. Learn how automation can scale and humans can thrive together. As Human Capital and Digital Labor come together resource management becomes even more critical to enriched business outcomes.

  • From this session you’ll learn:
  • How to humanize the Human Resources experiences in the age of automation
  • The role of HR in automation change management
  • The steps to elevate humans through automation advancement
John Cottongim, Automation Director, Mars Global Services

1300 – 1400 US ET
Make vs Buy and The Best of Both Worlds

In a highly outsourced delivery model, Warner Bros had a choice to make when constructing their automation strategy.     Leverage the technical strength of their outsource partner or develop the competency themselves.  In a culture where Shared Services is the ultimate owner of customer satisfaction and business results, regardless of who delivers a task, the team decided to capitalize on the benefits of both automation channels.

In an interactive discussion, we'll explore:
  • E2E process ownership and the robot RACI roles
  • Establishing governance and framework to scale across both channels
  • How to make your auditors happy in a dual provider environment

Scott Gillan, Executive Director, Transformation & Service Management, EFS, Warner Bros. Entertainment Group of Companies

1430 - 1530 US ET
The Green Screen Effect – Leveraging Automation to Customize Your Customer Experience (Cx)

Enterprise business needs are changing rapidly in most industries and many are moving from selling ‘things’ to delivering solutions and services. 
Whether it’s the disappearance of brick-n-mortar locations or consumers that prefer voice commands to phone trees or website navigation, the processes and operating models that enable this work are progressing. How transactions flow, who generates the transactions and where they are initiated have all changed. 
Shared Services plays in increasingly important role in creating a frictionless workflow and a seamless customer experience to enable the business to get work done.  As routine tasks are automated teams now have the opportunity to become hyper-customer centric to propel the customer experience.

  • In this session you will learn how to:
  • Use data as an operational advantage and to anticipate customer needs
  • Incorporate personas into change management to focus on Cx
  • From reactive to preemptive – the  password reset analogy
Presenter(s):  TBD
Brought to you by:  Catalytic

Day 3: Wednesday 18 September

0830 – 0930 US ET
Digital Transformation Strategy for the Future

Scaling up an Intelligent Automation program requires significant time and financial investments. Achieving payback in the near term while outlining a plan to take your automation program into the future is no small feat. Learn how to adopt agile methodology and to outline a transformation strategy to maintain program benefits across time. 

In this session, we will explore:
  • Keeping pace with your organization’s bot productivity demands as they evolve over time
  • Total Cost of Ownership at scale including operational, technology, and workforce level investments
  • Impact of agile methodology adoption on payback and results delivery

Presenter(s):  TBD
Brought to you by:  Automation Anywhere

0945 – 1030 US ET
Getting Your Processes Automation Ready

Preplanning to ensure you are automating the right processes is a prerequisite to effectively preparing for automation at scale.   Learn how to avoid ‘faster bad’ outcomes by speeding up exception riddled processes by prematurely applying automation.   

In this session we’ll explore how to prepare your processes by:
  • Evaluating when to re-engineer vs automate
  • Bringing the team with the skills, mindset and attitude toward change
  • Examining use of tools outside of traditional RPA
AJ Wijesinghe, Chief Global Business Services Officer, JLL
Christy Schultheiss, Vice President Project, Process and Change Management, Lowes

1100 – 1200 US ET
The 3 P’s of Fueling Strategy and Innovation in Finance

Discover how to successfully plan and implement an effective AI and machine learning program by honing your strategy on products, people and process. Too often organizations have an imbalance between the three elements and do not achieve program success.
Bob Kurpershoek, Director Innovations and Strategic Initiatives, NBCUniversal Media

1300 – 1400 US ET
Taking the First Step to Automation

If you are just starting your journey to advancing automation in your processes you are not alone!  Building a strong foundation from the beginning can provide a 'leg up'   as you grow and scale your automation initiatives.  Learn about some of the barriers you may face and participate in the session by sharing your challenges in our interactive discussion format. 

In this session Matt will share the insights from his experience (tips he wished knew when his team got started) including:
  • How to navigate the provider landscape
  • Essentials for building your foundation
  • Considerations and components needed to operationalize your automation

Matt Gustitus, Director - Automation COE, Finance Shared Service Center, Eli Lilly

1430 – 1530 US ET
Developing Data Analytics to Become a Competitive Advantage

Many Shared Services Organizations (SSO) are data rich and insights poor. While SSO’s often manage the largest data domains in an enterprise they sometimes struggle to unlock their immense value.  
Data will increasingly be the power of the automated future. Harnessing this power means SSO’s can find themselves in a unique position to develop a capability previously outsourced or delivered by IT. 
Bringing the capability and ownership in house can advance data quality and analytics to become an organization differentiator.    

Presenter(s):  TBD
Brought to you by:  Celonis

Day 4: Thursday 19 September

0930 - 1030 US ET
Why Digital Transformations Fail

As history often repeats itself we can foresee companies becoming irrelevant and closing their doors in the midst of the Fourth Industrial Revolution. This one is caused by digital disruption and promises to be as disruptive as any of the past three.
 Digital Transformation will likely result in 40% of the S&P 500 turning over in the next decade. Based on real-life experience of having led a successful transformation of Procter & Gamble’s industry-leading Global Business Services, Tony will offer his secrets on how to succeed in digital transformation. 
 The session will include a virtual book signing and attendees will be eligible to win a copy of Tony’s book.

Tony Saldanha, Global IT and Shared Services Executive and Consultant, Transformant

1100 - 1200 US ET
Industry Standards in Intelligent Process Automation

After more than a year of deliberation, the IEEE Working Group is releasing the automation standard (P2755.1) which has been composed as yardstick to define and measure automation solutions.  In examining each criteria the cross-discipline team outlined its importance and how to confirm the criteria has been met. 
Application of the standard aide practitioners in their evaluation of automation tools and sets a gauge for providers to differentiate themselves. 

From this session you’ll learn:
  • From architecture to execution – the six elements of automation taxonomy
  • How to apply the standard in vendor selection, tool procurement and stakeholder identification
  • Guidance on leveraging the standard when constructing your COE
Presenter:  Lee Coulter, CEO, Ascension Ministry Service Center and Chair, IEEE Working Group on Standards in Intelligent Process Automation

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. 

Rochelle Hood, Global Head of Customer Analytics and Research, SSON

John Cottongim
John Cottongim

Automation Director


Scott Gillan
Scott Gillan

Executive Director of Transformation & Service Management, Enterprise Finan

Warner Brothers

AJ Wijesinghe
AJ Wijesinghe

Chief Global Business Services Officer

JLL | Business Services

Christy Schultheiss
Christy Schultheiss

Vice President, Process, Project & Change Management


Bob Kurpershoek
Bob Kurpershoek

Director Innovations and Strategic Initiatives

NBCUniversal Media

Matt Gustitus
Matt Gustitus

Automation COE, Finance Shared Service Center

Eli Lilly and Company

Tony Saldanha
Tony Saldanha

President Transformant, and former VP Global Business Services, Next Generation Services


Lee Coulter
Lee Coulter

Chief Executive Officer

Ascension Ministry Service Center

Rochelle A. Hood PMP
Rochelle A. Hood PMP

Global Head of Customer Analytics and Research



Agilify Antworks EdgeVerve Systems Minit NICE Catalytic Celonis Automation Anywhere

Got a compelling case study to showcase to our audience? Contact us for more information.


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 Intelligent Automation World Series online event 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.