16 - 18 July 2019 | Online | Free-to-Attend

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.


Day 1 - 16 July 2019

09:30 - 10:10 BST
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 BST
Freeing Bottlenecks And Increasing Visibility With Process Discovery And Mining

Freeing up bottlenecks, establishing opportunities for RPA, highlighting waste; there are so many things that can be done with process mining. In fact, it’s a wonder we’ve not all been doing it for years! If you haven’t already caught on, now’s the time to catch up.  With the growth of RPA process mining becomes even more useful, providing the visibility needed to compare the pre and post-automation states of your process, highlighting the validity of your processes for automation and the ROI achieved. This session details how process mining and the next step process discovery were implemented, the challenges and the results.

13:30 – 14:10 BST
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.

  • What happens after your initial RPA piloting?
  • Key steps to a sustainable and robust RPA initiative
  • Developing a model for Centre of Excellence (CoE)
  • Designing a governance structure to facilitate cross-functional collaboration between the business and enabling functions
  • Managing talent shift and workforce redesign

15:00-15:40 BST
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.

  • Tracking and task management: What are the best metrics to use when dealing with knowledge based work?
  • Talent management and vital skills for your CoE employees
  • Business partnering: Communications and managing expectations with the wider business


    • Mike Stops, Group Director Service Centres, NSG 
    • Andrew Parris, Director of Shared Services, Tarmac

Day 2 - 17 July 2019

10:00 – 10:40 BST
CX and EX: Creating Great CX through a Productive, Positive Employee Experience

In a digital world, with increased visibility and influence of millennials, employees expect a productive, engaging and enjoyable work experience.  Rather than focus just on employee satisfaction or attrition, organizations are developing an integrated approach that covers the entire employee experience. Providing an engaging experience will help companies succeed in attracting and retaining skilled employees – but good news, a strong employee experience also translates into a strong customer experience.  This session looks at:

  • Meaningful Work, Supportive Management and Growth Opportunity: What factors contribute to a positive employee experience?
  • Getting the design and delivery right
  • Getting the buy-in to make employee experience a priority within your company

11:30 – 12:10 BST
From Insight Into Action: Turning Your Data Into Short and Long-Term Growth

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:

  • Making data analytics and insight a regular part of business decision-making (not a one-off objective)
  • Progressing from analysing historical data to predicting future scenarios
  • Creating quick-wins to ensure buy-in from the top and a SSC seat at the table
  • Employing an insights-driven business model and exploring technology that will help you achieve this

15:00 – 15:40  BST
The Future of Work According to GBS: What Should You Look Out For?

Digital technology is changing work for every employee across the globe. For shared services, advances in artificial intelligence, mobility and automation; coupled with a new breadth to the services SSCs provide is changing not only the job-scope but the opportunities within the industry. This session talks about the trends surrounding human capital and what your SSC needs to watch out for:

  • The rise of the gig economy
  • Restructuring teams and tasks as work becomes more automated
  • The impact of digital technology on the workplace
  • Changing services = changing skills; what skills do you need to recruit for and develop?

Day 3 - 18 July 2019

10:00 – 10:40 BST
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.


    • Mike Stops, Group Director Service Centres, NSG 

11:00 – 11:40 BST
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

14:00 – 14:40 BST
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

Featured Speakers

Sponsors & Partners

Automation Anywhere EdgeVerve Hexaware Thomson Reuters


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.