13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 3

8:20 am - 8:45 am Cofee and registration

8:45 am - 8:50 am Co-Chairs Opening Day Three

8:50 am - 9:20 am Big Ideas Speaker – To be revealed soon!


9:20 am - 9:50 am 2019 Award Winners Panel

9:50 am - 10:25 am Continuing to Transforming How We Transform – Developing and Innovating the GBS Model of Tomorrow


10:30 am - 11:00 am Morning Refreshments

Employee-Engagement Case Studies

11:00 am - 11:30 am Millennial Panel Session – What do Millennials Really Want?

Customer Experience Case Studies

11:00 am - 11:30 am Measuring Customer Service and Satisfaction within your BSO

Future of Business Services – Artificial Intelligence Case Studies

11:00 am - 11:30 am Bot Innovations – How Chatbots will change the face of service delivery

Employee-Engagement Case Studies

11:25 am - 11:55 am Turning the Tide on Attrition- Creating Working Environment which Champions Productivity and the Individual

Customer Experience Case Studies

11:00 am - 11:40 am Turning the Tide on Attrition- Creating Working Environment which Champions Productivity and the Individual

Future of Business Services

11:00 am - 11:40 am Business Services as a Business – Establishing a Pricing Strategy that Works for you

12:10 pm - 12:40 pm Blockchain & Business Services – Can the Reality Deliver upon the Promise?


1:30 pm - 1:45 pm Prize Give Away

2:45 pm - 3:45 pm Chair's Close & End of Conference

Masterclass A

2:45 pm - 4:45 pm Leadership and Development in Shared Services

Masterclass B

2:45 pm - 4:45 pm Intelligent Automation and Digital Disruption Masterclass

Masterclass C

2:45 pm - 4:45 pm Women in Business Services