Live Chat Software
July 30 - August 02, 2019
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 CHAIRMAN’S DAY ONE RECAP & DAY TWO OPENING REMARKS

Todd Lohr - Principal, Intelligent Automation Practice Leader KPMG


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Todd Lohr

Principal, Intelligent Automation Practice Leader
KPMG

9:00 am - 9:40 am PANEL DISCUSSION: CREATING A DIGITAL WORKFORCE IN SHARED SERVICES - LEVERAGING RPA, COGNITIVE & ANALYTICS

Ashwin Ashok - Director, Robotic Process Automation & Technology Leader Automation Anywhere
Many of you may have deployed RPA and recognized the initial benefits that it can offer in terms of process optimization, efficiency, cost-savings and governance. How do you scale beyond the initial 5 - 10 processes that you may have automated? How do you incorporate Cognitive technology to expand the use cases which you can address with a Digital Workforce? And what business insights can be derived from real-time analytics on the data being handled by the Bots? Attend this panel to learn how industry practioners are creating a digital workforce by leveraging the combination of RPA, Cognitive and Analytics.



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Ashwin Ashok

Director, Robotic Process Automation & Technology Leader
Automation Anywhere

During the last 3 years, Robotics Process Automation (RPA) has emerged as one of the leading technologies in the market for the automation of business processes within organizations of all industries and sizes. According to a 2017 Forrester Study, 45% of organizations had implemented varying types of RPA solutions, and 49% of organizations were planning to implement these solutions over the next three years.
 
While there are many reports out there showing the percentage of companies that are leveraging RPA, the studies are very high level and don’t provide much operational insights on how RPA is truly being used, and the specific benefits that organizations have been able to achieve.
 
As organizations embark in their journey, these strategic and operational questions about RPA are recurrent:
 
§  What is the current level of RPA adoption for companies of my size and industry?
§  Which are the primary functions where RPA is being utilized?
§  What are the “real” benefits that I can expect to attain through RPA?
§  What are the main challenges faced by companies who have implemented RPA?
§  What deployment model are companies using? In-house vs. hybrid

Is RPA affecting the back office location strategy of the organizations? Are companies planning to bring functions back home because of RPA?
 
With the objective of narrowing this information gap and getting beyond the hype of RPA, Auxis recently conducted an RPA survey report to over 100 organizations of different industries and sizes, and will be unveiling the key insights of the study as part of the overall session.
 
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Eric Liebross

Senior Managing Director, Operations
Auxis

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Richard Mackey

Senior Vice President, Information Technology
Intalere

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Angel Lopez

Global Operational Controller
The AES Corporation

Juan Esteban Solano

GBS IT Service Operation, Americas
Bacardi

10:20 am - 11:00 am MORNING NETWORKING BREAK & DEMO DRIVE RAFFLE PRIZE WINNERS ANNOUNCED

11:00 am - 11:40 am DESKTOP AUTOMATION – YOUR EMPLOYEES’ PERSONAL ASSISTANT AND BEST FRIEND

Lonnie Johnston - Vice President of Sales NICE
Joseph Magliacano - Robotic Process Automation Analyst Asurion
Asurion is a long time user of the NICE process automation and desktop guidance solutions. Their center of excellence supports their business units with new and valuable automation solutions on a daily basis. Join this session to understand why every organization needs to complement RPA with Desktop Automation as a driver of quality service, increased productivity, and happier employees.


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Joseph Magliacano

Robotic Process Automation Analyst
Asurion

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Lonnie Johnston

Vice President of Sales
NICE

11:40 am - 12:20 pm PANEL DISCUSSION: ARTIFICIAL INTELLIGENCE TO ENHANCE CUSTOMER ENGAGEMENT & OPERATIONAL EXCELLENCE

Manish Jain - Senior Director, Strategic Program Delivery Royal Bank of Canada
Let’s be honest, you simply don’t know your customers as well as you want to. You may have tried to wire together customer databases and sprinkled some
reporting on top. You may have even attempted to analyze some customer data and discern a few interesting nuggets of insight. But trying to keep up with the
always connected customers all the time on all channels – let alone understanding what’s going to drive that next positive interaction and acting on it – is really difficult.

In this session, we will explore how AI is redefining customer engagement, driving operational excellence, and fueling business agility.  Topics of discussion will include, yet will not b limited to:

  • How utilizing AI (artificial intelligence) can free your workforce from daunting repetitive tasks so they can spend more time on higher-value work, and in turn, focus on enhancing their customer engagement and delivery
  • Powerful data analytics that provide a wealth of information regarding your customer base – delivering enhanced business intelligence for your organization
  • AI software options and capabilities analysis



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Manish Jain

Senior Director, Strategic Program Delivery
Royal Bank of Canada

12:20 pm - 12:25 pm 5-Minute Transition Break

12:25 pm - 1:25 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

1:25 pm - 2:10 pm CASE STUDY: HOW IA CAN BE A REVENUE GENERATOR IN ADDITION TO IMPROVING EFFICIENCIES
Cari Covent - Vice President, Intelligent Automation Canadian Tire Corporation
Efficiencies and effectiveness are key KPI’s for all organizations – the combination of RPA and AIpowered cognitive automation is a proven way to significantly improve them. In this session, take a look at how one organization developed a model and a dashboard to weight both revenue generation and cost efficiencies equally and how that model resulted in increased demand of the Intelligent Automation CoE services and significant in year return on investment.

Cari Covent

Vice President, Intelligent Automation
Canadian Tire Corporation

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
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Alicia Musgrove

Director, HR Shared Services
Walgreens

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Jeff Kudrle

Director, Innovation - Data Strategy, Governance & Process Excellence
The Coca-Cola Company

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Sameer Naik

Lead SAP Systems Engineer
ConAgra Foods

CONTACT CENTERS

1:25 pm - 2:10 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
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Jamel Jones

Director, IVR Operations
Comcast Cable

IA EVOLUTIONS LOUNGE By invitation only

1:25 pm - 2:10 pm FUCTIONAL IA PART II: OPTIMIZING FUNCTIONAL PROCESSES BY UTILIZING INTELLIGENT AUTOMATION
Michael Gilfix - Vice President, Digital Business Automation IBM Hybrid Cloud
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

Michael Gilfix

Vice President, Digital Business Automation
IBM Hybrid Cloud

2:05 pm - 2:10 pm 5-Minute Transition Break

MATURITY CURVE TRACKS

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

PLANNING & LAUNCHING

8:00 am - 8:30 am CASE STUDY: HOW LINKEDIN HARNESSED THE POWER OF COLLECTIVE INTELLIGENCE TO MOBILIZE THEIR RPA STRATEGY
Joanne Griffin - FCA , EMEA Controller & Global Lead - Quality Insights LinkedIn
Somebody always knows more than you! Open up innovation and leverage the wisdom of the crowd to deliver a successful RPA strategy. In this session, we will:

  • Examine how to communicate at scale, get the message directly to everyone
  • The benefits of crowd sourcing ideas and opening innovation
  • How pre-evaluating ideas at the start increases the chance of a successful RPA program
  • Expand your RPA market strategy – identify opportunities for growth

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Joanne Griffin

FCA , EMEA Controller & Global Lead - Quality Insights
LinkedIn

EVOLVING

2:10 pm - 2:55 pm CASE STUDY: FROM AUTONOMOUS CARS TO ROBOTIC PROCESS AUTOMATION: INNOVATING FRONT TO BACK WITH APTIV
As a pioneer of autonomous technology, Aptiv is well known for its product innovation (pioneers that drove from San Francisco to New York City in an autonomous vehicle). Now they are applying innovation and implementing automation in their administrative functions! In this session their GBS leader talks about:

  • Are RPA benefits real?
  • Can Bots and humans work together?
  • How to scale up your RPA implementation?
  • How to leapfrog in (if you are not an early adopter)?

MATURING

2:10 pm - 2:55 pm NOW & ON THE SOON TO COME BUSINESS REALITY HORIZON: HOW THE IOT (INTERNET OF THINGS) IS & WILL BE SUPER-CHARGING DATA ANALYTICS FOR ENHANCED BUSINESS INTELLIGENCE
Ryan Davis - Senior Vice President, Procurement Management – Technology Bank of America
Topics of discussion will include, yet will not be limited to:

  • Enhanced customer delivery and business intelligence via the IoT (Internet of Things) and the powerful data analytics they provide
  • Examination of a variety of IoT technologies and their capabilities, costs, and implementation requirements
  • Various uses of IoT technologies and within a variety of functional disciplines
  • Regulations’ compliance

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Ryan Davis

Senior Vice President, Procurement Management – Technology
Bank of America

IA EVOLUTIONS LOUNGE By invitation only

2:05 pm - 2:50 pm IA DATA SECURITY: BEST PRACTICES TO ENSURE DATA INTEGRITY & SECURITY
How to ensure your customer and employee data is secure

  • Locking in system weakness
  • Regression testing
  • Best practice authentication

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

2:50 pm - 2:55 pm 5-Minute Transition Break

RPA has been significantly reducing cost and driving efficiency for enterprises. However, they face a few challenges while scaling RPA, like:

  • Absence of a framework to measure RPA program’s success
  • Managing RPA roadmap to be productive and efficient
  • Incorrect process identification for RPA
  • Poor Infrastructure and security

And to address these issues enterprises require a framework which focuses on measuring financial impact, customer impact, enterprise program management and people & change.

Avnish Singh

Assistant Vice President, Head of Business Applications
EdgeVerve (an Infosys company)

Hector Chahin

Director Employee Experience and Analytics, PMO-Human Resources
United Airlines

EVOLVING

2:55 pm - 3:35 pm ROUNDTABLE DISCUSSION: IA MULTIVENDOR SOURCING & TECHNOLOGICAL INTEGRATION
Jay Desai - Senior Director Head, Outsourcing Strategy & Governance – CoE AbbVie, Inc.
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

Jay Desai

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

  • 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

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John Cottongim

CFA, Automation Director Mars Global Services
Mars

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Manish Jain

Senior Director, Strategic Program Delivery
Royal Bank of Canada

Gene Chao

Vice President & General Manager
IBM Automation

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

Michael Gilfix

Vice President, Digital Business Automation
IBM Hybrid Cloud

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Shafi Yusuf

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

3:35 pm - 3:50 pm AFTERNOON NETWORKING BREAK

3:50 pm - 4:30 pm CASE STUDY: Process Mining in Merck’s Automation Journey

Steve Carpenter, Executive Director, Global Business Services Technology at Merck & Co will discuss their automation journey utilizing process mining as a first step on the path to Automation.   Leveraging the transparency process mining offers, Merck is analyzing their process landscape to help build more complete bots and change the mix of skills in their Shared Services Centers.  Through the lenses of the Order-to-Cash and Purchase-to-Pay, Steve will show how processes mining is enabling these processes to be faster, smarter and more efficient.
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
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Shafi Yusuf

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

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Jon Theuerkauf

Advisor & Former Managing Director and Group Head of Performance Excellence
The Improve and Innovate Company & BNY Mellon

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Jeff Machols

Vice President, Head of Continuous Improvement Center
Voya Financial

5:10 pm - 5:50 pm PANEL DISCUSSION: INTELLIGENT AUTOMATION TO ENHANCE FINANCIAL ACCURACY, TRANSPARENCY & PRODUCTIVITY

Mini Suri - Senior Vice President Citi
Joe Hassenplug - Senior Analyst, FSI Office Depot, Inc.
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.
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Mini Suri

Senior Vice President
Citi

Joe Hassenplug

Senior Analyst, FSI
Office Depot, Inc.

5:50 pm - 5:50 pm CLOSE OF MAIN CONFERENCE DAY TWO

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