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SSO Week Digital North America: How To Move 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:
  • The top 3 skill gaps and how to bridge them
  • How to apply Design Thinking into automation to create Cx instead of a script
  • The e-Book guide to the steps to evolve from RPA to AI
  • 3 Critical Factors to progress from data basics to data ready
  • Positioning your SSO as enterprise enabler through automation
  • Transforming to end-to-end seamless, automated and customer centric processes
  • Roundtable questions taken directly from attendee submitted questions and topics
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.

Day 1, 14 April (Tuesday)

0900 - 0945 US ET – Supported by Agilify Automation
Unleashing Human Potential with the Three C’s 
Humans are at the center of all paths for shared services to catapult from service provider to business partner.  The progression of tools and data to business insights and commercial-minded action requires process expertise and translation of work into business relevance.  Building the next generation of business services to a partner level relationship can be achieved through Capability, Change Management and Consultation.  
Unleash human potential by:
  • Bridging skills gaps to build human and digital capabilities
  • Institutionalize change management for continuous improvement
  • Acting as a consultant to your customers
Presenter: Scott Teeple, Chief Technology Officer, Agilify Automation   
        
1000 - 1045 US ET
Climbing the Mountain to Data Readiness  
Respondents to SSON’s annual survey indicated their second greatest priority for data is to drive more structured data inputs thru conversions including OCR and Computer Vision.  When asked about the current state of their data readiness 59% of survey participants indicated their organizations are at a basic level (primarily descriptive, focused on historic trends, limited to traditional business intelligence tools).  What is holding shared services back from climbing the data mountain?  According to the survey results, it’s the silo mentality in organizations that limited access and sharing.
Reach the top of data readiness by:
  • Training staff in data literacy
  • Putting standardized rules in place for processing data from disparate source and external networks
  • Develop competencies to deliver real time, predictive capabilities for integrated datasets
Presenter:  TBA 
 
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 2, 15 April (Wednesday)
 
0900 - 0945 US ET – Supported by ITIDA
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: TBA (ITIDA)                      

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
Migrating from Isolated Processes to End-to-End Optimization 
Shift from purely transactional relationships to becoming a genuine business solutions provider means widening your team’s lens from task focus to the bigger picture of end-to-end optimized processes.  Obtaining the maximize ROI on automation investment is also dependent establishing this view.  Strengthening core operations before automating is essential to avoid a ‘faster bad’ scenario. 
Mature your process results by:
  • Eliminating disjointed tasks and process handoffs
  • Designing end-to-end workflow with a digital first mindset
  • Improve controls thru leveraging automation
Presenter:  TBA

1200 – 1245 US ET
Leading Practices to Transform – 3 Case Studies to Illustrate the Voyage
No one can escape the rapid pace of change and shifting customer expectations resulting in the need to transform.  Shared Services organizations are being called upon to fuel this transformation and enable enterprise business to remain competitive.  What happens if you are not ready to transform?  Our panelists have weathered the storm and will share use cases and leading practices to help guide the way.
 Obtain insight on essentials to transform through case studies in:
  • Finance and Accounting
  • Human Resources
  • Culture
Panelists:  TBA
 
Day 3, 16 April (Thursday)
 
0900 - 0945 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
 Presenter:  TBA
                      
1000 - 1045 US ET
Attracting and Retaining Talent in a Highly Competitive Market
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 4, 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

Sue Brauer

Sue Brauer

GPO P2P

Walgreens Boots Alliance

Victor Chiesa Reuter

Victor Chiesa Reuter

Director Customer Experience

AkzoNobel

Jamel Ziani

Jamel Ziani

Head of Global Financial Services F&A & FP&A

The Estée Lauder Companies Inc.

David Palmieri

David Palmieri

Managing Director – Head of GBS and Group Productivity

Experian

Kumaran Krishnen

Kumaran Krishnen

Global Workplace Optimization Program Lead

Experian

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.