10 Myths That Can Derail Your Automation Program—And How to Debunk Them

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Thursday, September 08, 2016
10:00 AM - 11:00 AM EDT
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Are you struggling to get started on an automation program?  Do you believe that automation will deliver significant benefits to your organization but aren’t sure what’s hype and what’s real? If so, you are not alone in wrestling through these thoughts. 

For decades, shared services organizations have lived with a paradigm we like to call:  “Two out of Three Ain’t Bad.” Customers want services delivered ‘better, faster and cheaper.’ As shared services leaders we have always told them we can give them any two of the three goals, but not all three.  Automation breaks that paradigm and makes achieving all three possible. 

Please join us in conversation as we address the following:

  • Top 10 widely held beliefs that can derail your automation program—why they are more myth than reality, and how debunking those myths will accelerate your program
  • Deployment Models and Approaches—including alternatives, typical timing and cost structures
  • Implementation Best Practices—a practical roadmap and getting supportive buy-in from your organization


Scott Furlong
Partner, Americas

Mr. Furlong is a Partner at ISG and has over 25 years of experience in assisting companies transform their general and administrative functions including finance and accounting, human resources, and procurement. He has expertise in formulating strategies and designing alternative service delivery models (Global Business Services, shared services and outsourcing), transforming processes, driving organizational change, and implementing emerging technologies such as advanced analytics, mobile solutions, cognitive computing and cloud based solutions.  Mr. Furlong leads ISG’s Business Advisory Services practice and serves on the Americas Leadership team.

Mr. Furlong re-joined the ISG family in 2016, but as a Partner with ISG from 2005 to 2011 he led engagements for more than 25 clients as they transformed their functions largely through outsourcing.  He led the Business Process Outsourcing (BPO) unit for ISG in Europe for several years.  During this period, Mr. Furlong helped clients successfully outsource finance and accounting, procurement, human resources and facilities management.  His clients were largely global, however, he has helped set up delivery centers in North and South America, Europe, Asia Pacific, China, India, and Australia.

Prior to re-joining ISG, Mr. Furlong held senior leadership positions with IBM in their Business Process Outsourcing practice.  He began his work with IBM as the leader of the business development and sales team for BPO.  Most recently, Mr. Furlong had P&L responsibility for IBM’s finance and accounting outsourcing contracts in North America.  These contracts covered all aspects of finance and accounting for global contracts with delivery centers in India, the Philippines, Costa Rica, Brazil, Russia, Poland, India, and the United States.  Prior to IBM, Mr. Furlong was a Partner at ISG and prior to that he held leadership positions with Archstone Consulting and Gunn Partners. He began his consulting career with A.T. Kearney.  Throughout his 25+ year career, Mr. Furlong has advised over 80 clients in transforming their processes and organizations.

Becky Schultz

*Accomplished Executive and collaborative global business enabler specializing in Strategy Development & Execution, Transformation & Optimization, Demand Generation, and Creating/Driving sustainable growth & culture change

*20+ Years experience in ITO/BPO and Strategy/Advisory Serviceswith deep domain knowledge in Healthcare, F&A, BFSI, Sourcing & Procurement, Payroll, Marketing and PR, etc. 

*Financial acumen that consistently hits P&L/Budgetary goals 

*Leader & Coach that is personally committed to organizational development as well as building, mentoring, and maintaining a direct and/or matrixed high performance team 

*Client advocate that partners in a consultative style to solve problems, add value and become a long term “trusted advisor” 

*Operations Management approach that focuses on building a flexible and scalable enterprise with the right infrastructure (processes, technology, talent, policies, etc.) consistent execution, and measurable continuous improvement 

*Business Development abilities that creatively connect customer and company needs with solutions to deliver against immediate imperatives and position for ongoing growth

*Sales and Marketing skills that go beyond hunting and gathering to building strategic alliances and partnership networks that deliver mutual value and expanded opportunities 

*Change Agent that is passionate about personal and professional growth for myself and all stakeholders to challenge status quo and pursue excellence 

*Communication style that strives for clear expectation setting, straightforward messaging, 2way feedback, and receipt of balanced input from all parties

*Adept negotiator that finds mutually beneficial outcomes, fosters trust and respect, and seeks to successfully identify & mitigate risks up front 

*Service mindset that drives my actions, creates customer loyalty, and sets a delivery standard that motivates a team to consistently “keep our word” and exceed expectations