Live Chat Software
July 30-August 2, 2018
Chicago, IL

Main Conference: Day Two: Wednesday, August 1, 2018

8:00 am - 8:50 am REGISTRATION FOR MAIN CONFERENCE DAY TWO & NETWORKING BREAKFAST

8:50 am - 9:00 am CHAIRPERSON’S DAY ONE RECAP & DAY TWO OPENING REMARKS



9:00 am - 9:40 am PANEL DISCUSSION: EFFECTIVE COMMUNICATIONS, PR & CHANGE MANAGEMENT INITIATIVES TO UNLOCK THE KEYS TO SUCCESSFUL IA ROLL OUT SUCCESS

DereK Toone - Vice President Sales Americas Automation Anywhere
Rahul Sualy - Director Finance, RPA CoE Lead ConAgra Foods
Whether your intelligent automation program/s are at a launch or more mature stage, establishing and managing a successful IA program requires great skill, patience, sensitivity, and an agile strategic approach so to ease the minds of all parties concerned.

Attend this session to learn about:

  • Pro-active and continuous PR, marketing, and HR messaging designed for a variety of departments, individuals, and teams that will help you avoid change management miscommunications, mishaps, and/or disasters
  • Realistic timelines to set up and maintain a variety of IA change management and communications programs to ensure IA roll out success
  • Communication platforms that may be best for your IA messaging, e.g.- social media sites, internal customer support portals/contact centers, your website, etc.


DereK Toone

Vice President Sales Americas
Automation Anywhere

img

Rahul Sualy

Director Finance, RPA CoE Lead
ConAgra Foods

Some may believe you need to be a Fortune 1000 with extremely high-volume transactional processes and a robust budget to employ intelligent automation into
a business unite and that’s simply not true. As long as your organization has transactional processes in need of process improvement and you are committed to
optimizing your process operations, there’s a wide variety of low-budget options you may employ with great ease.

In this session we will:
- How to hire a proficient freelancer who can design a customized program best suited for your organization – and also stay on board throughout the roll out
stage, as needed
- Review a variety of software “tools” and implementation options and the cost and time associated with such – such as licensing and “out of the box” options


img

Richard Mackey

Senior Vice President, Information Technology
Intalere

img

Angel Lopez

Global Operational Controller
The AES Corporation

Juan Esteban Solano

GBS IT Service Operation, Americas
Bacardi

img

Eric Liebross

Senior Managing Director, Operations
Auxis

10:20 am - 10:50 am MORNING NETWORKING BREAK & DEMO DRIVE RAFFLE PRIZE WINNERS ANNOUNCED

The banking, financial services & insurance (BFSI) industries were some of the first early adopters of IA technology. They continue to lead the path in utilizing intelligent automation as a powerful tool to achieve process optimization. As your IA program evolves, learn how the BFSI industries were successful with their IA efforts, and continue to be so – and how you may be able to mimic some of the practices they put in place to help you skip a step or two.


img

Mini Suri

Senior Vice President
Citi

img

Delphine Bernard

Global Head of Finance Operations
Uber

img

Sisir Padhy

Vice President Process Excellence & Innovation
Verizon

Ted Guthrie

Finance Director, North America
Cabot Corporation

11:30 am - 12:10 pm PANEL DISCUSSION: CAN IT BE DONE? SHOULD IT BE DONE - IN-HOUSE CUSTOMIZED IA TECHNOLOGY SOFTWARE DEVELOPMENT & MANAGING YOUR OWN IA INITIATIVES

Shafi Yusuf - Senior Vice President, Head of Reengineering Transformation & Digitization and Robotics Automation Bank of the West
Sallie Howell - Operations & Technology Lead Synchrony Financial
With intelligent automation going mainstream in the past 1 – 2 years, some organizations, most especially those with very robust IT departments have asked themselves….“Why do we need to go outside our organization for IA software and implementation when we could design our own customized IA software in-house and manage our IA programs internally?”

Agreed, there are indeed some organizations that do in fact have the capabilities to do so, but if that’s the route you wish to go, it’s probably best to learn more about how to actually go about it so to maximize your success in spearheading your own IA programs in-house.

In this session, we will examine:

  • How to determine if you indeed have the workforce you’ll require for the job
  • IT systems and infrastructures necessary for an in-house IA roll out
  • Cost of designing your own IA software versus going with an outside IA vendor
img

Shafi Yusuf

Senior Vice President, Head of Reengineering Transformation & Digitization and Robotics Automation
Bank of the West

Sallie Howell

Operations & Technology Lead
Synchrony Financial

12:10 pm - 1:10 pm INDUSTRY SECTORS’ LUNCH CLIQUES & NETWORKING BREAK

Dig deeper into the matters that interest and concern you most by sitting down for lunch with like-minded executives who work within the same industry sector as you.

While on-site, you will be able to select from the below lunch cliques:

  • BFSI
  • Shared Services
  • Hospitality
  • Government
  • Manufacturing
  • Transportation & Logistics
  • Healthcare & Life Sciences
  • Others

FUNCTIONAL TRACKS

Choose from one (1) of the below three (3) tracks.

SHARED SERVICES

1:10 pm - 2:05 pm HOW IA CAN TURN SHARED SERVICES INTO A REVENUE STREAM FOR THE BUSINESS
Cari Covent - Vice President, Intelligent Automation Canadian Tire Corporation
Cost and speed are important KPIs for shared services, and intelligent automation – the combination of RPA and AI-powered cognitive automation – is a proven way to significantly improve them. But leading shared services teams are reaching for a higher goal than just reducing manual work: new revenue. Learn how in this session.

Cari Covent

Vice President, Intelligent Automation
Canadian Tire Corporation

IT

1:10 pm - 2:05 pm PANEL DISCUSSION: WHEN YOUR BOTS GET SICK - HOW TO MANAGE PROGRAM DELIVERY EXPECTATIONS & GET OUT OF THE WEEDS
Brenton Westwood - Technical Consultant Southern Company
Although IA technologies are designed to work 365, 24/7, they took can get sick and need of some well-earned R&R or a heavy dose of technical Rx care.

In this session, we will discuss:

  • Various bot illnesses and how to remedy x bot ailment
  • Efficient methods to diagnose a variety of bot technological problems
  • How to effectively communicate with your various stakeholders the tech problem at hand and what’s involved to get x situation fixed and the realistic timeline to do so
img

Brenton Westwood

Technical Consultant
Southern Company

CONTACT CENTERS

1:10 pm - 2:05 pm MODERNIZE YOUR PHONE SYSTEM WITH INTELLIGENT AUTOMATION
Jamel Jones - Director, IVR Operations Comcast Cable
After dialing a company’s 1-800 number, customers are typically met with an automated phone (IVR) system t hey d espise. C ommon customer complaints are “it doesn’t understand me”, “it can’t help me with my problem” or “I just want to speak to a real person”. Given the exorbitant price of a live agent phone call, it is critical to maximize your IVR’s intelligent automation capabilities to minimize costs and deliver an excellent customer experience.

In this session, we will discuss strategies to:

  • Implement enhanced selfservice functionality to automate complicated call types resulting in lower agent costs and higher customer satisfaction.
  • Utilize relevant information to accurately predict the reason of the customer’s call resulting in a streamlined and personalized experience.
  • Expedite digital transformation by seamlessly transitioning customers from the IVR to digital channels.
  • Choose the right KPIs to properly measure IVR health and identify customer pain points
img

Jamel Jones

Director, IVR Operations
Comcast Cable

IA EVOLUTIONS LOUNGE By invitation only

1:10 pm - 2:05 pm
The Intelligent Automation Chicago 2018 conference gives you a great opportunity to learn about the latest trends and research, meet new people and connect with old friends. But how do you get the indepth conversation and insights you crave with senior-level executives level like you? The IA Week Evolutions Tracks offers you just that!

Session abstracts soon to come!

If you meet the pre-requisites, plan to attend some or all of these sessions designed to discuss very mature IA topics with likeminded for senior-level executives . You’ll spend quality time with other individuals who lead Intelligent Automation programs for their organizations.

Want to Join? Here are the Prerequisites

Access to the IA Evolutions Lounge is available solely to individuals who meet at least one of the two criteria below:

  • Have responsibility over multiple regions that have Intelligent Automation programs in place
  • Have responsibility over multiple functions in Intelligent Automation initiatives (i.e. F&A, IT, Contact Centers, HR, etc.)

And meet at least three of the following criteria:

  • Have 5+ years and experience in strategic Intelligent Automation roles (practitioner led)
  • Have organizational revenues of $1 billion
  • Have Intelligent Automation organizational revenues of $10 million
  • Have minimum 750 FTEs in the Intelligent Automation practice

MATURITY CURVE TRACKS

Choose from one (1) of the below three (3) tracks.

PLANNING & LAUNCHING

2:05 pm - 2:50 pm PANEL DISCUSSION: THE BIG “?” – DOES MY ORGANIZATIONS’ IA PROGRAMS ACTUALLY NEED A CoE?
You’ve heard it time and time again and from various channels in the IA space, and that is….

“You must have a CoE!”

But is that actually true? Do you NEED one to be successful with an overall IA program?

In this session, we will discuss:

  • The basics of what a “customary” CoE takes care of, has as their offerings, and handles on a day-to-day and big picture level – so to better understand if your organization actually needs a CoE
  • How to determine if your organization actually needs a CoE – what are your organizations’ needs, demands, and existing resources now and into the near/ distant future – do the above warrant a CoE?
  • If we don’t go with a CoE from the gate, is it possible to establish one down the line, and/or the pros & cons of doing so later in the game versus from the on-set of your IA journey
  • If we don’t go with a CoE, what should we have on-hand at all times when we come across x situation?

PLANNING & LAUNCHING

2:50 pm - 3:30 pm ASKING FOR FORGIVENESS VS. PERMISSION: UNDER THE RADAR IA PILOT PROGRAMS
Vanesa Bui - Vice President of Hospitality Revenue MGM Resorts International
Let’s be honest, sometimes there are matters best left under wraps when it comes to your boss – and can produce better ROI if done on the DL. And trust us, if you did so with a silo IA pilot program, you wouldn’t be the first. Attend this session to hear from others you have done just that and very effectively!
img

Vanesa Bui

Vice President of Hospitality Revenue
MGM Resorts International

This session is designed for organizations that are thinking about partnering with a BPO for their IA programs, and/or would like to further expand the services they are currently provided under their IA - GPO service agreements.

Attend this session and learn about:

  • IA contracting for BPOs and why it is different from other contract terms
  • How shifting technology paradigms affect the BPO value proposition
  • Red flag alerts to watch out for in the procurement process & transformation pitfalls that can sink a deal
img

Melissa Leon

Director, Shared Services, Operations Finance
Four Seasons Hotels

img

Shadi Rezvan

Senior Manager Shared Services & Transformation
Twitter

Jay Desai

Senior Director Head, Outsourcing Strategy & Governance – CoE
AbbVie, Inc.

EVOLVING

2:50 pm - 3:30 pm ROUNDTABLE DISCUSSION: IA MULTI-VENDOR SOURCING & TECHNOLOGICAL INTEGRATION
Anil Bhavnani - Director, BPO Operations, Global Financial Solutions Pfizer
As your IA program evolves, your need to utilize various IA software and consultant services may increase, and usually do.

However, sizing up and managing a variety of IA solution providers can be quite a daunting task, especially on a technical-level.

In this session, we will discuss:

  • Questions that must be ask of potential IA solution providers when you need to do x with your IA programs
  • Examine of which IA software programs are compatible with each other and if a multivendor integration scenario is indeed right for your IA program on a workforces, scope, and budgetary-level
  • How to effectively coordinate an IA program utilizing multiple vendors
img

Anil Bhavnani

Director, BPO Operations, Global Financial Solutions
Pfizer

MATURING

8:00 am - 8:30 am WHEN TO KILL A BOT & WHY WOULD YOU?
Josh Remacle - Digital Workforce Leader Koch Business Solutions (KBS)
Imagine this scenario. One day after many successes in your IA journey something goes wrong either on an infrastructure-level or your stakeholders decide to either nix or expand your IA programs, leaving you with a kill or not to kill bot situation.

If and when that happens, then what? How can you kill your bot program and either start from scratch, totally nix all signs of an IA program, or better yet, upgrade to a better bot program because it is necessary to do so for expansion reasons.
img

Josh Remacle

Digital Workforce Leader
Koch Business Solutions (KBS)

MATURING

2:50 pm - 3:30 pm RPA & COGNITIVE HYBRID MODELS – EXAMINE THE OPPORTUNITIES & FEASIBILITY
John Cottongim - CFA, Automation Director Mars Global Services Mars
  • How to scale up your IA program to utilize RPA and cognitive technologies in conjunction with each other and obtain maximum benefit by doing so
  • Examine infrastructure requirements and which tasks are best suited for a hybrid IA program
  • Powerful business insights that can be derived from real-time analytics with a RPA/ cognitive hybrid
img

John Cottongim

CFA, Automation Director Mars Global Services
Mars

IA EVOLUTIONS LOUNGE By invitation only

2:05 pm - 2:50 pm
The Intelligent Automation Chicago 2018 conference gives you a great opportunity to learn about the latest trends and research, meet new people and connect with old friends. But how do you get the indepth conversation and insights you crave with senior-level executives level like you? The IA Week Evolutions Tracks offers you just that!

Session abstracts soon to come!

If you meet the pre-requisites, plan to attend some or all of these sessions designed to discuss very mature IA topics with likeminded for senior-level executives . You’ll spend quality time with other individuals who lead Intelligent Automation programs for their organizations.

Want to Join? Here are the Prerequisites

Access to the IA Evolutions Lounge is available solely to individuals who meet at least one of the two criteria below:

  • Have responsibility over multiple regions that have Intelligent Automation programs in place
  • Have responsibility over multiple functions in Intelligent Automation initiatives (i.e. F&A, IT, Contact Centers, HR, etc.)

And meet at least three of the following criteria:

  • Have 5+ years and experience in strategic Intelligent Automation roles (practitioner led)
  • Have organizational revenues of $1 billion
  • Have Intelligent Automation organizational revenues of $10 million
  • Have minimum 750 FTEs in the Intelligent Automation practice

3:30 pm - 3:50 pm AFTERNOON NETWORKING BREAK

3:30 pm - 4:35 pm PANEL DISCUSSION: OVERCOMING THE OBSTACLES OF RPA & OCR SYSTEMS’ INTEGRATION

Andrew Dennison - Senior Vice President - Senior Operations Analytics & Business Process Management Putnam Investments
Although the BFSI (banking, financial services & insurance) industries have been the leading early adopters of RPA due to their need to increase transactional productivity, transparency, and accuracy, the industry has nevertheless experience a few glitches along the way with respect to RPA and OCR integration. However, fear not, as it is indeed possible to have an RPA program work in harmony with your internal or external OCR systems!

In the session, our panelist will reveal:

  • Tools, systems, and methods they’ve found to be the most effective with RPA and OCR integration
img

Andrew Dennison

Senior Vice President - Senior Operations Analytics & Business Process Management
Putnam Investments

4:35 pm - 5:15 pm THE INTENDED GOAL - PROCESS OPTIMIZATION: PERFORMANCE MEASUREMENTS, METRICS AND KPIS TO ENSURE IA PROGRAM SUSTAINABILITY & SUCCESS

Richard Effirim - Senior Director, Performance Excellence TXU Energy
As part of your process improvement efforts, as it relates to your evolving intelligent automation transformation process, it’s imperative to access and reassess your IA goals, strategies, and performance measurements so to ensure continued program success.

In this session, we will discuss:

  • Impactful program management strategies to apply toward your evolving IA initiatives
  • Realistic timelines and KPIs to be met - and performance measurements to ensure continued program success
img

Richard Effirim

Senior Director, Performance Excellence
TXU Energy

5:15 pm - 5:15 pm CLOSE OF MAIN CONFERENCE DAY TWO

See you tomorrow at our exciting “Build a Bot” Programmers’ Focus Day! Don’t forget your laptops!