13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 2

7:30 am - 7:50 am Coffee& Registration

7:50 am - 8:00 am Chairman's Opening Day Two

8:00 am - 8:50 am Back Office” to “One Office”, How Mars Global Services is Pole-Vaulting to Maturity

Angela Mangiapane - President, Mars Global Services, Mars Inc


Angela Mangiapane

President, Mars Global Services
Mars Inc

8:30 am - 9:00 am Plug & Play Robotics, Enabling Key Delivery for a Forward-Looking Business Services Organsiation

9:00 am - 9:30 am Digitalising Outsourcing Transformation – The Future of the Industry

9:30 am - 10:00 am “Intelligently Automating at Scale – Have we Reached a “Tipping Point?”

10:40 am - 11:15 am DEMO DRIVE

10:55 am - 11:25 am Morning Coffee and Networking


11:20 am - 1:30 pm SSC Starter Pack– Setting up from scratch to deliver maximum business value


11:25 am - 1:35 pm Blockchain & Business Services – A Discussion on Future Application & Innovation


11:25 am - 1:35 pm Change Management – Cope with Transformation Execution Challenges & Drive Through Your Agenda


11:25 am - 1:35 pm Automating your Human Resources Service – Establishing Harmony between Bots & People


11:25 am - 1:35 pm Expanding the Scope of Business Services


11:25 am - 1:35 pm Finance Process Automation in Business Services –Where to start?


11:25 am - 1:35 pm RPA Is One Part Of The Puzzle Of Digitalisation – What Are The Others?


11:25 am - 1:35 pm Hire-to-Retire Process Excellence


11:25 am - 1:35 pm Global Service, Global Problem? How important a factor are global issues on Business Services


11:25 am - 1:35 pm Order-to-Cash Process Excellence


11:25 am - 1:35 pm Procure-to-Pay Process Excellence


11:25 am - 1:35 pm Record-to-Report Process Excellence

  • Successfully deploying your most
important asset – your people

  • Values to live and work by – instilling rituals
in the heart of your SSC

  • Creating a sustainable, bottom up
approach to drive engagement levels of


11:25 am - 1:35 pm On the journey to GBS, ensuring your move to global doesn’t cause a world of problems


11:25 am - 1:35 pm Automation vs Roboticisation…knowing what form of “digital” will best enhance your operations


11:25 am - 1:35 pm Onboarding process transformation – why getting the process right from the start will lead to an engaged & loyal workforce


11:25 am - 1:35 pm Creating a Culture of Continuous Improvement & Constant Value Add


11:25 am - 1:35 pm Artificial Intelligence in Business Services… Re-imagining the boundaries


11:25 am - 1:35 pm Customer Centric Service – Manage & Delight Your Customer


11:25 am - 1:35 pm Workplace Discussions – Creating Exceptional, Inspirational Places of Work to Drive Productivity


11:25 am - 1:35 pm Outsourced Service – How to get the most out of your hybrid model


11:25 am - 1:35 pm Intelligent Automation for 2020 & Beyond


11:25 am - 1:35 pm Digital Talent, Future Workforce Trends
Jim MacDougall - Director, Global HR Services, Amazon


Jim MacDougall

Director, Global HR Services


11:25 am - 1:35 pm Owning your 2.0 Process Transformation


11:25 am - 1:35 pm Adding Value in the HR GBS of the Future – From Set-Up to Data, Bots, & Talent Acquisition


11:25 am - 1:35 pm Transformation Challenges – When “Going Global” isn’t going to plan


11:25 am - 1:35 pm What is the Optimum level of Attrition Within Business Services?

1:35 pm - 2:40 pm Networking Lunch

Group 13

Finance Innovations

2:40 pm - 3:10 pm Creating a “SWAT” Team for Finance Innovation

HR Tranformation

2:40 pm - 3:10 pm Setting the Foundation for HR Innovation – People Remain Key

Multi- Functional Excellence

2:40 pm - 3:10 pm Designing, Framing & Scaling your Robotics Centre of Excellence

Intelligent Automation - Hosted by Automation Anywhere

2:40 pm - 3:10 pm RPA 101 – Advancing at Scale

Developing Business Services

2:40 pm - 3:10 pm Expanding the Scope of Business Services – Looking Outside of the “Traditional Functions” to design “What’s next?”

Finance Innovators Summit

3:15 pm - 3:40 pm Interactive Panel Session Leading Finance – Becoming a Strategic Business Partner

HR Transformation Summit

3:15 pm - 3:40 pm Interactive Panel Session HR Transformation Panel Discussion – is automation now a prerequisite to success?

Multi-Functional Excellence Summit

3:15 pm - 3:40 pm Interactive Panel Session: Breaking Down The Silo’s – Establishing A Culture Of Cross- Functional Collaboration within Business Services

Intelligent Automation Disruptors

3:15 pm - 3:40 pm Interactive Panel Session Stepping beyond the Bots – Cognitive Learning within Business Services

Finance Innovators Summit

3:50 pm - 4:20 pm RPA Adoption: Innovating the speed of business
No technological trend has ever disrupted
the SSC market as quickly and as
effectively as RPA.
In this session:

  • Cut through the chatter and discover how approaching RPA in the right way will lead to benefit realisation.
  • Learn which processes to automate first

HR Transformation Summit

3:50 pm - 4:20 pm SSO and GDPR – How can HR leaders ensure compliance across multiple geographies?
The GDPR comes into effect this month,
and with it, all companies operating in
Europe need to evaluate their security
measures surrounding their personal data.

  • What will be the impact of GDPR to SSCs servicing multiple geographies?

  • How can HR leaders ensure compliance and that the personal data is safe?

  • Centralised systems? The impact of GDPR on non-EU affiliates

Multi-Functional Excellence Summit

3:50 pm - 4:20 pm Global Business Services – has the tide turned?

The benefits that can be realised from
adopting a GBS model have been
incredibly well documented; increased
visibility across your business operations,
the efficiencies that come with
standardized, global processes to name
but two.
However, this is not an easy transition
to make, with 45% of SSCs having only
partially implemented their models, and
4% who have attempted to adopt GBS but
have decided to switch back to a more
local strategy.
In this session, hear from four leaders, with
different views on the optimum target
operating model of the future...

Intelligent Automation Disruptors

3:50 pm - 4:20 pm Stepping beyond the Bots – Cognitive Learning within Business Services
With separate budgets, access to vast amounts of data, and relatively few FTEs, SSCs offer the perfect microcosm for technological innovation. SSC FTEs are perfectly placed to be testers and adapters of new methods of working, which means they are perfectly placed to test new products. Nobody could have anticipated the impact of RPA on the SSC industry, but what about the next frontier of machine learning?

This session will delve into the role AI is currently playing in some pioneering SSC/GBS organisations, and will give real-life examples of how “machine-life” may be poised to step into knowledge-based work in the not too distant future….

4:20 pm - 4:50 pm 17:00 Future Service & The Move to Digital – the Emerging Role of Artificial Intelligence, Machine Learning, and Big Data in Business Services…and What is the Role of the Human?

4:55 pm - 5:35 pm Intelligent Automation Case-Study

6:15 pm - 6:25 pm Chairman's Closing Remarks and End of Day Two

6:20 pm - 11:50 pm SSON “Sunset Sessions” Drinks Reception – sponsored by Blueprism