Key Themes for 2019 include:

  • Exploring Opportunities Across The Tech Landscape: Intelligent Automation, Robotic Process Automation, Artificial Intelligence And Blockchain 
  • Cx And Ex: Enhancing Employee Experience To Increase Productivity, Reduce Attrition And Create A Customer-Centric Culture
  • Unclogging Bottlenecks And Increasing Visibility With Process Discovery And Mining
  • Getting The Most From Your Centre Of Excellence
  • The Future Of Work According To GBS
Looking to transform your shared service centre? Want insight from global shared services and outsourcing experts free of charge? Need to motivate your team with cutting edge training? If your answer is yes to any of these questions then it’s worth taking a look at SSON’s 3rd Annual SSO Digital Week Europe conference.

Established in 1996 the CPD (Continuing Professional Development) Certification is the 'leading independent CPD accreditation institution operating across industry sectors to complement the Continuing Professional Development policies of professional institutes and academic bodies. The CPD Certification Service provides support, advice and recognised independent CPD accreditation compatible with global CPD principles'

All live attendees at SSO Digital Week Europe have the opporunity to earn CPD (Continuing Professional Development) points. 


Day 1: Tuesday 16th July
All times are in BST

09:30 - 10:10
A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service

In this opening Keynote address, take a look into the future of the Business Services industry. Hear one business services leader’s vision for the DNA of the Business Services Organisation of the future - driving transformation and leveraging technology in an entrepreneurial and market driven spirit, focusing on not just RPA, but a plethora of other new technologies including workflow automation, cognitive computing and data analytics. It is undeniable that Digitalisation and Process Expertise are becoming ever closer, and in this session, hear about how digital services and value add solutions will add even greater business value and customer satisfaction.

Alexander von Thielmann, SVP Business Services, Siemens

11:00 – 11:40
Time To Scale Up? Developing A Sustainable Enterprise-Wide RPA Operating Model

To truly access the benefits of RPA, scale is necessary. That why it is imperative organisations deploy a digital transformation strategy to ensure the technology is implemented responsibly and effectively. Developing a sustainable Enterprise-wide RPA operating model requires a formal structure, centralised control, strong governance, approved business-cases and a long-term road map. This session discusses how you can create a robust, holistic approach to help you reap the considerable benefits of your RPA initiatives.

Ashish Bhatla, BPS Business Head, Europe, Hexaware

13:30 – 14:10
Case Study: RPA Journey of Novartis

Join Ismael Velasco, IT Biz Manager Innovation Technologies, as he reveals best practices and lessons learnt from his RPA journey this far. Learn how to identify processes to target for automation, what teams to get involved, and finally how to take RPA from tactical application to enterprise-wide scale."

Ismael Velasco, IT Biz Manager Innovation Technologies, Novartis

Organization strategies to make RPA & AI implementation successful

Digital transformation is the need of the hour and no enterprise can choose to ignore it. RPA and AI are two technologies that can help make this transformation in an effective and scalable way. While these technologies are brimming with immense potential, it has been observed that Automation implementations are not as successful as they were expected to be.

Join this webinar to find out how your organization can ensure a successful RPA and AI implementation and realize benefits. From identifying the right process, mapping the goals to setting up an Automation center of excellence and measurable KPIs, learn how you can ace at your digital transformation journey.

Samir Khare, Group Chief Information & Digital Officer, FMB Capital Holdings PLC
Shrikant Deo, Associate Director, Product Management, EdgeVerve

Day 2: Wednesday 17th July

10:00 – 10:40
From Insight to Action: Removing friction across all business processes

Again and again, at SSON we hear "turning data into actionable insights" as the biggest data challenge for SSC's pursuing a data analytics strategy. So if you are facing this problem, you are definitely not alone. This session looks at how to turn insight into profitable action and thereby remove friction across your whole operations. You will learn:
  • How to leverage Process Mining Technology to discover, quantify, and prioritize strategic opportunities for transformation
  • How to select the right tactics, enhance the process in real-time, and get the whole team behind the transformation initiative
  • How to create quick-wins to ensure buy-in from the top, constantly monitor and turn your whole operations superfluid - step by step.
Fabian Baldauf, Product Marketing Manager, Celonis

11:30 – 12:10
Panel Discussion: 5 Ways To Get The Most From Your Centre of Excellence

68% of respondents to SSON’s State of the Industry 2019 reported that they are now leveraging a Centre of Excellence as part of their SSC strategy! Top CoE functions were data analytics, RPA and company specific business processes, but HR and finance also played a big part. In order to assist with this rapid growth of the CoE we’ve gathered together a group of experts to hear their thoughts on getting the most from your centre of excellence.

Barbara Hodge, Principal Analyst and Global Digital Content Editor, SSON
Mike Stops, Group Director Service Centres, NSG
Andrew Parris, Director of Shared Services, Tarmac  

15:00 – 15:40
Key Highlights From SSON's 2019 State of the Industry Survey

Get an up-close-and-personal view of the seismic changes impacting Shared Services today: COE proliferation; aggressive productivity targets; fewer resources; more results.  Join SSON’s Global Editor for a summary of what’s happening in your back yard.

Barbara Hodge, Principal Analyst and Global Digital Content Editor, SSON

Day 3: Thursday 18th July

10:00 – 10:40
SSO Week Europe Award Winners Panel: Learn From The Best-In-Breed!
This session represents an exclusive chance to hear from the winners of the 2019 Shared Service Impact Awards. These SSCs have been deemed best in a variety of categories including change management, process improvement, customer centricity, business transformation, automation and talent management. Hear why our judging panel (consisting of senior level practitioners from Astra Zeneca, JLL, LinkedIn, Shell, Brambles and Apollo Tyres) deemed them the best and brightest and explore their winning projects.

Barbara Hodge, Principal Analyst and Global Digital Content Editor, SSON
Randy Rosseel, CFA, Finance Director, Coca-Cola European Partners
Rob Bullen, IBS Global Customer Experience Sr Director, Mondelēz International

11:00 – 11:40
Delivering Complex Business Change – Creating Global Business Services Which Drive Leadership and Value
In this session hear how the third-largest retailer in the world, with revenues of £60bn, is in the process of setting up GBS from scratch. Understand how the mantra “everything starts with the customer” is driving Tesco’s GBS strategy, and how GBS reports into the Group executives, ensuring a seat at the table when it comes to truly owning and delivering upon business transformation initiatives. Discover the challenges posed with setting up a Target Operating Model for a FTSE 100 organisation, and, looking towards 2025 and beyond, what the vision of the “future state” of operations looks like for this global giant.

Sumit Mitra, CEO Tesco Business Services, Tesco

15:00 – 15:40
Solving the Centralised Statutory Reporting Challenge
Many businesses are looking to drive efficiency and reduce cost in their statutory reporting process through centralisation and standardisation. However, there are some major challenges to overcome, including a lack of country-specific knowledge and local language requirements.
Join us to hear first-hand how these challenges were overcome by a large MNC in their global business. Mark Boakes, former Program Manager, Statutory Consolidation & Reporting at GE will talk you through how the successful deployment of ONESOURCE Statutory Reporting across 46 countries enabled the successful filing of over 500 entities in the first year, driving cost savings through the business.

Mark Boakes, former Program Manager, Statutory Consolidation & Reporting, GE
Briony Kempton, Senior Proposition Manager – ONESOURCE Statutory Reporting, Europe, Thomson Reuters

End of event


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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 European 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.