13 - 16 May, 2019 | Lisbon, Portugal

Mike Webb


Executive Vice President, Head of Operations
Solvay Business Services


8:50 AM Digitalising Outsourcing Transformation – The Future of the Industry

It is undeniable that the rise of automation has had vast implications for the future of the outsourcing industry. The pace at which the intelligent automation industry has ballooned has led to the death of the FTE model, but the notion that outsourcing and automation are mutually exclusive is false. Focussing on omni-channel experience, leveraging efficiencies through implementing intelligent automation and creating customized experiences is becoming the norm, but precisely how are outsourcing trends impacting the SS and GBS industry?

This panel will explore the key trends impacting Business Services; highlighting case studies of successful digital transformation with the assistance of BPOs, the trends impacting SSCs, and where the key areas of growth and collaboration are for 2019, and the 2020s.


9:55 AM Panel Discussion: Future Service & The Move to Digital – What are the impacts on your Human Workforce?

The World Economic Forum estimates that by 2025, 52% of tasks will have been taken over by some form of robotics or automation. Against this backdrop, we will examine the advanced automation and technological innovations such as chat bots, interactive agents, natural language processing that some BSOs are deploying and the potential implications of this activity on the human workforce. It will discuss how businesses need to be preparing for the age of automation and how they have a duty to ensure their “human workforce” has all the necessary tools at their disposal to support this change.


Check out the incredible speaker line-up to see who will be joining Mike.

Download The Latest Agenda