14-17 May, 2018 | Lisbon, Portugal

Agenda Day 2

7:30 am - 7:45 am Coffee& Registration

7:45 am - 7:50 am SSON Opening Remarks

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

8:00 am - 8:50 am Mondelēz International Global Business Services: Surpassing Service Delivery Expectations, at Lower Cost, in Record Time

Three years ago, Mondelēz International (MDLZ) set off on its vast journey to GBS, from scratch, with a focus on delivering outperforming services whilst delivering profitable growth, quickly.
The scope, speed and size of this GBS transformation is unmatched in the industry. Leveraging cutting-edge technology such as robotics, AI and cognitive language recognition, MDLZ is creating a culture that surpasses service delivery expectations and delivers a higher quality at a lower cost. Learn how this organisation has simplified and automated, and has become a hub for innovation, enabling growth, cash, and margin improvement throughout the wider business.

8:50 am - 9:20 am Establishing a Culture of Customer Excellence within your Services Organisation - Does There Have to be a Trade-off Between Customer Excellence and Cost, and how do SSC Leaders Navigate this Tricky Terrain?

Customer experience (CX) is becoming more and more important than ever, with (unsurprisingly) a strong correlation between high CX and customer loyalty. In the world of shared
services, with increasing options for Business Units to explore other options, how can leaders formulate a robust CX strategy, whilst delivering more for less? In this session, learn from GBS
and SSC leaders that are embedding CX into the DNA of their of their operations in order to further develop their services and gain advanced insight on what their customers truly want.

  • Develop a collaborative approach – developing a culture of trust with your Business Units

  • Create a shared vision for business services – communication is the key

  • Agile service – building a model that can adapt quickly to changing business needs

9:20 am - 10:10 am Interview Hosted by WorkFusion: The Reality, Imperative, and Impact of AI-Powered Automation Within Business Services

With access to vast amounts of data, accountability for hundreds of business processes, and large numbers of FTEs, SSCs are a perfect launch pad for AI-powered cognitive automation. Nearly all SSCs have started RPA programs, and leading SCCs see 2018 as the year of cognitive, but defining, starting, and executing a cognitive strategy is daunting.

This session will cover how AI is delivering within a SSC/GBS organisation, and will give real-life examples of how cognitive automation and RPA are being leveraged together to digitise and transform the organisation.

10:10 am - 10:40 am Morning Coffee and Networking

10:40 am - 11:20 am Interview Hosted by WNS: Establish Continuous Improvement Within the DNA of your Organisation

Whether you operate an outsourced, hybrid or captive model, continuous improvement needs to be a central pillar of your service strategy... Developing a culture where your FTEs are constantly challenging the status quo and are striving to deliver enhanced results, (critically, at a lower cost to the business than before) is paramount to your long-term success.
In this session, establish best in hear from an organisation who has established a culture where quick wins are part of an ongoing journey, constantly challenging the status-quo and developing processes to become more simplified, and to deliver more efficiencies, sooner.

11:20 am - 1:05 pm The A-Z of Shared Services Interactive Discussion Groups – Three Choices

During this part of the summit, delegates will be sorted into groups of 10-15 to take part in Interactive Discussions around the topics below. Delegates will get the opportunity to select
three topics and will rotate between their choices every 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions,
ensuring a perfectly tailored experience


11:20 am - 1:05 pm t’s not all about the money, money, money... (it’s also about the potential for high-quality operations)
  • Location strategy – balancing cost and

  • SSC set-up decisions – planning for the

  • Innovating your approach with satellite
cities– should you be choosing multiple
locations for your service offering?


11:20 am - 1:05 pm Zero to (GBS) hero in 3 years
  • Prepping your team for the journey –
establishing a shift to a global mindset

  • Exploit your integrated global operations

  • Empowering change towards a global
way of working


11:20 am - 1:05 pm Expanding your dynamic capabilities – evolve your adaptable, E2E process offering
  • Establish global or regional process
ownership control and manage process

  • Standardise to innovate your offering

  • Enable advanced and innovative process
improvement initiatives


11:20 am - 1:05 pm Zooming in on Centres of Excellence and Innovation Hubs –which of your areas do you want to be “excellentivised”

  • Thinking purposefully about how to
develop CoE teams

  • Does your CoE require a new skillset, or
can you find the right people to “become

  • New skills, new location? Should CoE’s
exist within your SSC framework


11:20 am - 1:05 pm Creating a strategy for your data

  • Unlock your greatest untapped resource,
your data

  • Understand the value of your data,
and discover how to fully utilise it for
maximum impact

  • Enable your business to make educated
decisions, with the full facts at their


11:20 am - 1:05 pm What to automate and what to roboticise – the missing link in the current SSC landscape

  • Develop your automation rulebook

  • Establish best-in-class practices

  • Automation vs robotics...a combined


11:20 am - 1:05 pm Troubleshooting strategies – righting the ship when things aren’t going to plan

  • Midway through a change programme,
or in a stalling SSC?

  • Turning things around – re-engaging and
enthusing your team

  • Strategise your change management
strategy to get your SSC back on track!


11:20 am - 1:05 pm Transform your Onboarding Process to increase stability and employee efficiency

  • There is a clear correlation between
improved onboarding and employee
engagement and productivity

  • Learn how to combine HR and business
onboarding in the most effective way

  • Work with Continuous Improvement
teams in order to plan and implement
this transformation


11:20 am - 1:05 pm Adapting to future workforce trends - Forming a best in class in HRSSC

  • Utilise technology and global connections
to drive value-add activities.

  • Re-engineering HR processes in order to
move away from transactional-based


11:20 am - 1:05 pm Creating a seamless customer journey

  • Innovative ideas to integrate your business
units with the “hub and spoke” model

  • Knowledge retention strategies – keeping
service levels high

  • Create “touchpoints” to measure success

  • Mapping your customer processes –
discover the gaps?


11:20 am - 1:05 pm Installing continuous improvement in the heart of your organisation

  • Create a culture where you and your team
are constantly striving for improvements

  • Harnessing “lean” – embedding CI within
your team and within the wider businesses – using Shared Services as a hub for business-wide improvements


11:20 am - 1:05 pm Employee Engagement 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


11:20 am - 1:05 pm Digital Talent – future workforce trends

  • Discuss the changing skillsets, capabilities
and future requirements of the shared
service professional.

  • Explore the digital transformation

  • Discover what is required to take your SSC
to the next level


11:20 am - 1:05 pm Achieving world class – Identifying Risks And Ensuring Balance Sheet Integrity Through Intelligent Automation

  • Identify the risks that are threatening the integrity of your balance sheet
  • Recognise the challenges associated with automating complex processes
  • Ensure that your global finance teams prioritise materiality over routine
  • Drive end-to-end process excellence to bring a reduction in the cost of finance
  • Become more agile to respond to changing business needs


11:20 am - 1:05 pm GBS - is the destination worth the journey?

  • Explore the challenges that you are
currently facing on your GBS journey

  • Global process standardisation questions – bringing together a global and disparate team


11:20 am - 1:05 pm Bots Can’t Close – intelligently automating your finance SSC

  • Ensure controls and quality are in line with
your policies

  • Deliver automation efficiency to help you
with business critical decisions


11:20 am - 1:05 pm AI and Cognitive – Poised to transform your organisation

  • Some estimates suggest AI could increase
productivity by 40%, can you afford to wait
and see?

  • Establish a strategy to pilot your artificial
intelligence programme.

  • Capture the potential benefits of big
data for machine learning


11:20 am - 1:05 pm Driving hybrid forward – establishing a transformative mindset with your BPO providers

  • Ensure your continuous improvement
activities filter to down your BPO provider

  • Create a culture whereby both
companies feel comfortable enough to
talk about improvement

  • Directing transformation whilst
maintaining agency of costings and


11:20 am - 1:05 pm Making Millennials your biggest asset – developing your team for the future

  • Adopt new ways of working – supporting
that work-life balance

  • Millennial empowerment – autonomy and

  • CSR, and extra-curricular activities –
creating a culture that is impossible to


11:20 am - 1:05 pm Blockchain – A complete game changer?

  • Should Blockchain be viewed as another element of digital transformation, or a seismic shift in the way in which companies could operate in the future?

  • Blockchain and SSCs – what are the
threats and the opportunities

  • Developing an intercompany network –
is the technology advanced enough


11:20 am - 1:05 pm Measuring success – ensuring service delivery and service improvement

  • Why your metrics shouldn’t always be in green

  • How useful is benchmarking, really?

  • Which are the most important targets to hit


11:20 am - 1:05 pm Hire to Retire – Integrating your processes in your HR SSC
  • Improve the productivity of your HR

  • Optimise your activities through
empowering your employees to govern
and manage their own HR information

  • Integrate your new employees into your


11:20 am - 1:05 pm Building a stronger bridge between finance and procurement

  • Manage the E2E P2P process

  • Procurement and supply chain, how to
communicate with finance

  • Break down departmental silos


11:20 am - 1:05 pm Develop your strategic vision – drive your SSC to the next level

  • Lessons learnt – challenges and
opportunities of implementing a global
ERP system alongside SSC set-up

  • Developing a culture (not a centre!)
of excellence – challenges and


11:20 am - 1:05 pm Next-level process ownership

  • Owning your processes 2.0 -establishing your process migration journey
  • Building your GPO team – drive accountability and efficiencies, and gain stakeholder buy-in
  • Process innovation – avoid working in siloes ad deliver cross-process integration


11:20 am - 1:05 pm Intelligent Automation 101

  • Where to start? Getting to grips with your Intelligent Automation Programme

  • Understanding the evolution of IA – what is right for you?

  • Integrating your Intelligent Automation Strategy –where to find those quick wins and establishing those long-term goals

1:05 pm - 2:05 pm Networking Lunch (AICEP & Jiangsu invitation-only lunch)

2:05 pm - 2:35 pm Exclusive Invitation-Only Masterclasses begin (Blackline and EDF)

2:05 pm - 2:35 pm Functional Fast Tracks Begin – 10 Minutes to Move to Your Track

Finance Innovations

2:05 pm - 2:35 pm Digitising Finance – deliver exponential value
In this session, hear how the largest
Shared Service Centre in the world,
which processes 8bn invoices globally, is
significantly increasing its net promoter
score and establishing a culture of
customer excellence.
In this session:
  • RPA -> how to realise the benefits and get your processes ready for intelligent automation
  • What’s next? Artificial Intelligence and cognitive, not as far away are you might think!

HR Tranformation

2:05 pm - 2:35 pm Ingredients for success – advancing your HR SSC capabilities
In this session, learn how a multinational
FMCG organisation has revolutionalised its
GBS offering, and how GBS now owns the
E2E recruitment process for a business that
20K people join annually.
Discover how to:

  • Transform into a truly valued global function, servicing different geographies across 114 difference companies
  • Harness the essential trio of process consistency, technology and people positioning
  • HR and Cognitive – stepping into the future

Multi- Functional Excellence

2:05 pm - 2:35 pm Cross-functional collaboration – how to establish rules and governance within your multi-tower SSC
In order to truly capitalise on the benefits of
having a multifunctional SSC, departments
and functions need to develop a strategy
to engage with each other. The “no-rules”
trend of automation is another reason for
SSC leaders to look not just at their own
functional involvement, but also at their
centre as a whole.
In this session learn to:

  • Develop an “easy wins” cohesive strategy
for your services

  • Transform your service – from silo to a
unified unit.

Intelligent Automation - Hosted by Automation Anywhere

2:05 pm - 2:35 pm Establishing your operations as a centre for robotic excellence
With 48% of SSC leaders still in “due
diligence” stages of RPA, it is time to give
you the information you need to make that
next step to increased efficiencies and to
moving FTEs onto more knowledge-based
In this session, learn how:
  • One multinational organisation has created a centre of excellence for robotics, reskilling it’s staff to turn them into “Bot Handlers”
  • To teach people to not fear the Bot!
  • Getting maximum value out of your Bot

2:35 pm - 2:40 pm 5 minute changeover

2:40 pm - 3:15 pm Panel Discussion: How to strategically position Finance as a key business partner to your organisation

  • Manage the evolution of Finance Shared Services into value-add activities business outcomes
  • Unlock opportunities after centralisation – developing a value proposition
  • Navigate the “Big Shifts” required for benefit realisation within business services

2:40 pm - 3:15 pm Panel Discussion: Communicating the future – digital automation, globalised talent

In this session, discover how a multinational
communications organisation is
transforming its strategic approach to
adapt to future business needs.
In this session, hear:
How to simplify and transform your
processes From manual to digital –
embracing RPA and Chatbots within
HR Centres of excellence and talent
management – harnessing analytics to
become a consultative partner.

2:40 pm - 3:15 pm Tackling Talent: Adapting to future workforce trends whilst balancing intelligent automation, digitalisation, and millennial teams

In 2018, the nature of work is changing
at a swift and rapid pace, and nowhere
is this more evident than in the world of
Shared Services. The battle for top-talent is
intensifying, and great leaders know that
a strong and effective culture is critical
to maintain a competitive advantage. In
this session, learn the changing skillsets,
capabilities and future requirements of the
shared service professional. This session will
explore the digital transformation within
Shared Services and what is required to
take it to the next level, highlighting key
skills needed to get the right team in place
to form the shared service workforce of the

2:40 pm - 3:15 pm Moving money for better with RPA

Lessons learned from the global roll out of
RPA at Western Union. Identifying key tasks
and processes to be automated through
Developing and adjusting a global
RPA roadmap. Linking RPA with Business
Process Management for an integrated
automation framework.
Using RPA to improve customer experience
and increase employee satisfaction.

3:15 pm - 3:45 pm Demo Drive

3:45 pm - 4:00 pm Afternoon Refreshment and Networking

4:00 pm - 4:30 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

4:00 pm - 4:30 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

4:00 pm - 4:30 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...

4:00 pm - 4:30 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….

4:30 pm - 5:10 pm Client Interview Reserved for Automation Anywhere

5:10 pm - 5:40 pm Moving beyond GBS – Interlocking Digital Transformation and Exceptional Service

iscover how Unilever’s Enterprise Technology Services (ETS) organisation is transforming its operational capacities, enabling this FTSE 10 giant to grow faster, becoming more agile, resilient and profitable. With 4,500 employees in captive centres, and 7000 individuals working for Unilever through partner operations, learn how ETS being asked to play an ever increasing role in all aspects of Unilever’s business, with a vision that, by 2019, every function will be being served by ETS in some capacity. In this motivating keynote, discover how Unilever is embracing digitalisation, has restructured its HR services to achieve 30% savings, and has led a customer service culture change inside its captive and partner centres. Reimagine your service delivery to unlock the potential gains that data, analytics and Zero Based Budgeting can offer, and push the boundaries of business services

5:40 pm - 5:50 pm Chairman's Closing Remarks and End of Day Two

6:15 pm - 11:45 pm SSON “Sunset Sessions” Drinks Reception – sponsored by Blueprism