Day 2, Monday, June 25, 2018

7:30 AM - 8:00 AM Breakfast

8:05 AM - 8:10 AM Chairperson's Remarks

Remember the days when it was a cost driver to staff as low as possible? Nowadays talent, and plenty of it, is your true competitive differentiator. According to SSON’s 2017 Global Report, SSCs are prioritizing talent and updated skills (customer service, automation, data analytics) to support their future business plans. The Modern SSC requires a different competency, a reassessment of current roles and responsibilities, a desire to embrace a world where man and machine must coexist, and revamped career paths and performance management structures. During this panel, attendees will:
· Highlight the shifting skill sets (i.e., analytical, data acquisition and monetization, and more) and competencies needed to thrive in a modern day SSO
· Accelerate talent by redesigning career paths, training and performance management
· Hear how man and machine can most effectively coexist
· Prepare for resistance to change


Christina Critzer

SVP, Intelligent Automation
SunTrust Bank

Kris Ahrend

President, U.S. Shared Services
Warner Music Group

Steve Rudderham

VP, Global Business Services
Kellogg Company

David Evangelista

SVP & General Manager
McKesson Financial Center

Rohit Nath

Vice President, Global Finance Shared Services

9:00 AM - 9:45 AM Accelerating the Impact of F&A End-to-End Process Design in Shared Services

3 brief case studies on how to achieve major improvements within core e2E processes
1. Order to cash: Drive greater efficiency and effectiveness
2. Record to report: Increase the scope of achieve high performance
3. Procure to Pay: Bring procurement and AP together to capture spend value and create value

Master Class

9:40 AM - 10:25 AM Navigating Latin America Shared Services Opportunities

This session will take a deep dive into LATAM vs. the world and provide examples on how Latin America compares to other SSO destinations. Further discussion will be had on the popular shared services markets within Latin America and evaluate the pros and cons of each.


9:40 AM - 10:25 AM Performance Management & Metrics in Global Process Ownership

Now that you have your GPOs in place, how do you ensure long-term stability and growth? What are the metrics needed to effectively monitor and measure their results? The right performance metrics can show where process change is needed, highlight data quality issues and ensure stability of infrastructure and systems. This session will provide a performance management and metrics framework, including a scorecard, to ensure success with global process initiatives.

10:25 AM - 10:55 AM Business Meeting

10:55 AM - 11:25 AM Business Meeting

11:25 AM - 11:45 AM Networking Break

11:45 AM - 12:25 PM From Zero to Hero: The Building of BOSE Global Business Services In Less than One Year

Kathleen Terjesen , Head, Global Business Services , Bose
This is a story of a rapid GBS implementation which took place in under a year. Bose stood up their GBS organization as a fully functioning operation, servicing S2P, O2C, H2R, account to report, global real estate, workplace services and global security. Headquartered in Lisbon and servicing the Americas and Europe, the GBS organization is providing full transactional support backed by global process owners and enabling technology. In addition, RPA is being trialed with supplier requests with plans to expand across multiple process areas. This session is designed to provide a fast track, step-by-step roadmap when building GBS from scratch.
· Learn how the organization and governance models quickly evolve in a GBS structure
· Review a holistic approach for preparing the people and enterprise to fully adopt and sustain changes made through GBS
· Realize a rapid ROI in the areas of service, analytics, talent, process excellence, and more, achieved through GBS


Kathleen Terjesen

Head, Global Business Services

12:30 PM - 1:30 PM Lunch

Adding Value/Expanding Scope

1:30 PM - 2:10 PM From the Back to Front Office: How To Successfully Brand Your SSO

As shared services continues to take on more responsibility and move from a back office transactional machine to a front office value creator, how do we brand our organization? Nowadays, the demands are around business outcomes and business insights. Is shared services the appropriate term? What are others doing in this journey and how are they effectively communicating the change and value?

Intelligent Automation

1:30 PM - 2:10 PM Artificial Intelligence Strategy: Delivering Deep Learning

Chris Benson , Chief Scientist, Artificial Intelligence & Machine Learning , Honeywell
Deep learning is amazing artificial intelligence that works today - the driving force behind the current AI / ML revolution. Deep learning will impact nearly every industry on the planet, and there will be countless opportunities to take advantage of this technology. Even so, reaping the benefits of deep learning is hard to achieve. Success requires a well-considered AI strategy. In this talk, we will address strategy for delivering deep learning into business operations, and explore how deep learning is integrated into a modern enterprise architecture.


Chris Benson

Chief Scientist, Artificial Intelligence & Machine Learning

Adding Value/Expanding Scope

2:10 PM - 2:50 PM Developing Governance & Controls to Balance Short Term Stability With Long Term Viability

The success or failure of shared services initiatives - whether the services are insourced, outsourced or some blend of the two - rests heavily on the governance model established at the onset and modified as the relationships mature. Unfortunately, many of the organizations that consider and then implement shared services fail to spend much attention or energy in this area. During this interactive panel attendees will participate in discussion around the following;
  • Discuss the optimal governance structure for single & multi-function SSOs
  • Highlight the available tools for recording and measuring performance
  • Learn what processes should be in place to make sure governance works
  • Receive examples of governance frameworks from leading SSOs

Intelligent Automation

2:10 PM - 2:50 PM Panel: Intelligent Automation Use Cases From Industry Players

Alan Bronowicz, Head of Business Process Management, Financial & Risk, Thomson Reuters
During this panel discussion, attendees will gain best practices for successfully operationalizing, implementing and advancing intelligent automation to radically improve the customer experience, reshape business processes and gleam highly relevant data to improve decision support across the organization. Our distinguished speakers will share leading practices on how to get started with intelligent automation, how to recognize the best opportunities and what they would do differently now if they were starting all over again.


Alan Bronowicz

Head of Business Process Management, Financial & Risk
Thomson Reuters

2:50 PM - 3:20 PM Business Meeting

3:20 PM - 3:50 PM Business Meeting

3:50 PM - 4:05 PM Networking Break

Master Class

4:05 PM - 4:50 PM Transforming Payables from Liabilities to Strategic Assets - The Critical Value of Shared Services to the Financial Supply Chain

A P2P revolution is changing the view of shared services from processing cost centers to strategic value creators. As anyone who has taken business accounting 101 knows, payables are technically accounted for as liabilities on a company’s balance sheet. However, in the emerging digital economy shared services leaders are at the nexus of the transformation of payables from liabilities to strategic assets and sources of opportunity to capture savings, impact company financial statements and strengthen the financial supply chain. In this brief presentation, we’ll examine how shared services leaders can tap the strategic potential of payables and capture hard fought value and create a foundation for opportunity through P2P automation on business networks.


4:05 PM - 4:50 PM The Basics: Everything You Need to Know to Successfully Build & Kick-Off Shared Services From Scratch

During this interactive session, attendees will learn the essential elements to designing, building and implementing shared services and without an immediate focus on automated business generated insights.

  • Discuss critical activities for the design, implementation, and stabilization of shared services and highlight the potential pitfalls
  • Review practical change management techniques to win the business
  • Discuss the strategic drivers that will attract corporate budget/funding

4:50 PM - 5:30 PM Using Design Thinking to Drive Process Transformation & Agile Leadership

Bethmara Kessler, SVP Integrated Global Services, Campbell Soup Company
The Campbell Soup Company stood up their SSO 3 years ago as a true global business services organization. Tasked with transforming the way shared services could fuel growth for the business, Bethmara Kessler, SVP, Integrated Global Services, used design thinking to elevate their global process transformation and develop agile leaders who could sustain the change. This story takes you through her unique journey and powerful results to date.
· Review a global process transformation roadmap
· Learn how to shift and pivot from an old school waterfall project to leading agile change
· Hear how the approach accelerated their RPA journey
· Position shared services as a strategic business partner


Bethmara Kessler

SVP Integrated Global Services
Campbell Soup Company

5:30 PM - 6:00 PM Business Meeting

6:00 PM - 6:30 PM Business Meeting

6:30 PM - 7:00 PM Cocktail Reception