Day 3, Tuesday, June 26, 2018

7:30 AM - 8:00 AM Breakfast

8:00 AM - 8:05 AM Chairperson's Remarks

8:05 AM - 8:45 AM Building an Intelligent Automation Center of Excellence (CoE) to Meet & Exceed Automation Goals, Obtain Full Value & Maximize ROI

Fauzia Khan, VP, Robotics CoE & Continuous Improvement , Sony Pictures Entertainment
Communicating a vision, direction, and roadmap for digital transformation across your organization is critical to the success of a CoE. Once designed, built and executed properly, the CoE has the powerful potential to capture new knowledge and specialize in certain activities or problems not normally addressed by routine workers. During this session attendees will hear how to:
  • Set the framework for the successful design and deployment of an IA CoE
  • Transform your enterprise to embrace IA as culture
  • Discuss the effective CoE and governance process models
  • Realize major improvements in operational excellence while improving expertise and knowledge resources


Fauzia Khan

VP, Robotics CoE & Continuous Improvement
Sony Pictures Entertainment

Adding Value/Expanding Scope

8:45 AM - 9:30 AM Geopolitical Risk: How to Manage the Maze in Times of Uncertainty

Powerful political and economic happenings are shaping global business. What impact do these have on global shared services and the outsourcing industry? How do you ensure stability with your external partners? How do the changing demographics in many popular SS locations play a factor in your location strategy? During this roundtable attendees will discuss and debate the geopolitical factors facing SS and how to best manage the maze.

Intelligent Automation

8:45 AM - 9:30 AM Look Before You Leap: Architecting a Framework for RPA Governance

Deepak Luthra, Head - Digital Center of Excellence , Bristol-Myers Squibb
When used in the right context, robots are quite powerful. In turn, so too are the people that configure, text and run those robots. A good governance approach should empower a purpose, agenda, people, investments and process and technology, to form a digital transformation journey map. In this session, attendees will think about and discuss governing RPA activity.

  • Discuss the difference in governance for automation vs. conventional strategic initiatives
  • Highlight the key roles, responsibilities and accountability of major parties involved in the IA activity
  • Learn about the controls needed to exist in the configuration, testing and running of the robots
  • Learn how to document robot behavior and hold it/the person behind it responsible for errors
  • Hear about the processes (if any) that should always be human-driven


Deepak Luthra

Head - Digital Center of Excellence
Bristol-Myers Squibb

9:30 AM - 10:00 AM Business Meeting

10:00 AM - 10:30 AM Business Meeting/Break

10:30 AM - 11:10 AM Roundtable Discussions: Choose Your Topic

Location Update: Something Old, Something New, Something Out of the Blue
No longer are delivery locations chosen merely based on labor arbitrage. In today's competing global marketplace, SSOs are looking for easy access to a global network of delivery hubs based on customer proximity, domain competencies and of course - cost. During this interactive session attendees will learn how to maximize their location strategy, by: highlighting the developing trends within traditional locations, discussing the next emerging areas; hearing why Tier cities are being leveraged to complement the whole mix; and discussing the talent capability in lower cost locations.

Developing a Continuous Improvement Mindset Shift
Where do you want to play? Who needs to come with you? How do you start? How do you get it done?
These are the critical questions we will discuss during this roundtable on accelerating a culture of innovation and continuous improvement. As ss leaders, we know that uncovering the next layer of cost savings and value is a priority. Yet, as our centers grow, we’re finding a lack of a proper CI programs exist, whether that be formal or informal, and our goals are harder to achieve. As a result, opportunities are quickly missed. During this session, attendees will learn how to create ongoing efficiencies and productivity.

Managing Risk in Robotic Process Automation
So you’ve started on your robotic process automation journey having automated a few quick win processes and now you have your fair share of bots. Did you error-proof the process before automation? How do assess bot performance? What do you do when your bots aren’t working? What happens if/when you forget to turn them on? During this interactive discussion attendees will share strategies for risk reduction in RPA and how to develop a disaster recovery plan.

HR Transformation: How AI Will Unlock Your Employees’ Potential
In today’s world, you must go digital or risk becoming obsolete. Companies at the forward edge of innovation are adopting artificial intelligence and cognitive tools that automate routine HR processes and interpret data to predict which teams of employees will be most productive. In this roundtable, learn how to evolve HR Shared Services with Cognitive Tools for the workforce.

Beyond the Beaten Path of Automation: Cognitive Business Solutions
As data, in all forms, is expanding like never before, organizations are reaching maximum capacity in their ability to understand the hidden meaning behind it. During this interactive discussion, attendees will learn how cognitive computing can unlock the potential in all data to make better operational decisions, understand customer wants and needs, communicate in real time and optimize business processes.

Managing Digital Culture & Change
Corporate culture plays the most important role in digital transformation. As rapid advancements in technology are opening up new possibilities for innovation, intelligence and automation, how are we conditioning the organization for change? How do we build a culture of constant change? During this roundtable, attendees will learn how to create organizational agility and a robust change management plan that addresses culture as much as technology.

Highlighting the Effectiveness of Outsourcing, Above & Beyond Delivering Cost Savings

11:10 AM - 11:50 AM Speed Is The New Currency of Business: Accelerating Value In Shared Services

The expectations of shared services providers MUST evolve.
· From 4-6% incremental improvements through simplification to 40-50% disruptive improvements
· From siloed functional work processes with limited integration to end-to-end integrated and fully digitized work processes
· From periodic application of LEAN + Six Sigma to identify process improvement opportunities to real-time analytics & performance management applied to deliver value
· From massive centralized and standardized SSOs to ecosystems of smaller and specialized providers
This is how the next generation of shared services will evolve. Join us for an inspiring session as we look at creating the next generation of shared services by leveraging the latest technologies, work processes and organization models

11:50 AM - 11:55 AM Chairperson's Closing Remarks