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MAIN CONFERENCE: DAY ONE | TUESDAY, AUGUST 1, 2017

8:00 AM - 8:45 AM REGISTRATION FOR MAIN CONFERENCE DAY ONE & NETWORKING BREAKFAST

8:45 AM - 9:00 AM CHAIRWOMAN’S OPENING REMARKS

Rachael Stormonth, Executive Vice President, NelsonHall

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Rachael Stormonth

Executive Vice President
NelsonHall

Sponsored by: NelsonHall

You’ve spent millions in licensing, infrastructure, hiring, training, and consulting— all that, and you’re now about to start the most high-risk software engineering project
of your career.
2 out of 3 RPA pilot programs fail. For those that do launch, realizing ROI often takes longer than 12 months. Enter Robots-as-a-Service (RaaS): the vendor assumes
the risk and the client doesn’t pay for robots, only for guaranteed outcomes. A staffing solution with a single point of accountability.
In this session, attendees will learn how organizations with deep process automation expertise are using the as-a-Service model to decrease costs, improve quality, and
eliminate risks typically involved with implementing a successful RPA program.
In this kick off session, our speaker will discuss:
ƒƒWhere RPA and intelligent automation is now and where will it be in the next 2 – 10 years with respect to the workforce in the immediate and distant future
ƒƒ How to prepare for the future workforce landscape on a technical, operational, HR, customer delivery, and change management level

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Sal Novin

Assistant Vice President, Head of HPA Service Business Unit
HPA, A Cognizant Company
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David Marckel

Vice President, Information Systems - Technology Shared Services
BlueCross BlueShield of Tennessee
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Sean Sperling

Director, Claims Administration
Priority Health

Sponsored by: HPA, A Cognizant Company

9:40 AM - 10:20 AM PANEL DISCUSSION: HOW TO EVALUATE WHICH INTELLIGENT AUTOMATION BUSINESS MODELS MIGHT BE BEST FOR YOUR ORGANIZATION

Jason Barkham, Vice President, Business Transformation Solutions, Warner Bros. Entertainment, Inc. Kelly Switt, Senior Vice President, Process Optimization Director, Citi
When deciding which intelligent automation tools and business models would add the most value to your operations, “one size fits all” simply doesn’t work. Based on
your organization’s size, outsourcing and shared services model, departments’ project & process needs, and more, one model or a combination of several might be
best for your specific business units. But how do you choose?
In this session, our speakers will discuss:
ƒƒ Various RPA, smart flows, decision services and intelligent automation models and the pros & cons of each, such as: off-the-shelf RPA software, in-house
developed/managed or outsourced bots, and intelligent automation implementation services
ƒƒ How to determine your opportunities and leverage them to achieve process optimization
ƒƒ Upfront and maintenance costs, potential cost savings, and the logistics related to integrating intelligent automation into your various back office departments or
call center operations

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Jason Barkham

Vice President, Business Transformation Solutions
Warner Bros. Entertainment, Inc.

Kelly Switt

Senior Vice President, Process Optimization Director
Citi

10:20 AM - 11:20 AM MORNING NETWORKING BREAK & DEMO DRIVE PART 1

INTERACTIVE DISCUSSION GROUPS

During this part of the conference, delegates will be sorted into groups of 20 to take part in Interactive Discussions Groups (IDGs) around the below topics. Upon registering, attendees will choose their top two topics and will rotate between their choices in 30 minute intervals. * Choose from two (2) of the below IDGs when registering for the event.

11:20 AM - 12:40 PM CROSS-INDUSTRY AND CROSS-FUNCTIONAL BENEFITS OF INTELLIGENT AUTOMATION

Jeff Brown, HR Service & Operations Director, Mars, Incorporated Carlos Aguirre, Global Manager, Business Process Intelligence & Enablement, General Motors
ƒƒWhich industries and functional
departments are best suited for
intelligent automation and why?,
etc.
ƒƒWhat can industries and functions
learn from each other in setting up
their programs?

Jeff Brown

HR Service & Operations Director
Mars, Incorporated

Carlos Aguirre

Global Manager, Business Process Intelligence & Enablement
General Motors

11:20 AM - 12:40 PM DETERMINE WHEN RPA IS INDEED RIGHT FOR YOUR F&A DEPARTMENT

Marios Stavropoulos, Chief Executive Officer, Softomotive
ƒƒ Discuss the necessary steps to
properly evaluate if it’s the right
time to move forward with RPA and
intelligent automation, based upon
scope, budget, buy-in, etc.
ƒƒ Debate the best time line for
implementation and how to
introduce the technologies to new
functional departments

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Marios Stavropoulos

Chief Executive Officer
Softomotive

Sponsored by: Softomotive

11:20 AM - 12:40 PM ENSURE YOUR BOT DOESN’T GO TERMINATOR ON YOUR ORGANIZATION

ƒƒ Data & information privacy and
controls
ƒƒ Understand how AI increases
traceability of all processing steps,
including multiple system log-ins
and cut-and-pasting data between
systems
ƒƒ Intelligent automation security
governance
ƒƒ Should a bot have an independent
log- in ID or operate as a role
assigned to a human team member

11:20 AM - 12:40 PM BEST PRACTICES WHEN ROLLING OUT A RPA SOLUTION

Russ Gould, Senior Director, Product Marketing, Kofax, Inc.
ƒƒ Develop a revised program plan for
the new pilot projects you have in
the works.
ƒƒ Assess what other factors you
should put into account when
deciding if a new functional
department or business unit should
test out a pilot program as well

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Russ Gould

Senior Director, Product Marketing
Kofax, Inc.

Sponsored by: Kofax™

11:20 AM - 12:40 PM WHEN TO BEG FOR FORGIVENESS RATHER THAN ASK FOR PERMISSION

Jon Theuerkauf, Managing Director and Group Head of Performance Excellence, BNY Mellon
ƒƒ How BNY Mellon’s innovative
& cutting-edge RPA approach
produced significant process
improvement and customer delivery
results
ƒƒWhen and how to put the cart
before the horse and get early
results to take to your manager
ƒƒ How to develop a fast & furious (yet
sound and discreet) PoC program to
easily upload in a reasonable time
frame and with a limited budget

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Jon Theuerkauf

Managing Director and Group Head of Performance Excellence
BNY Mellon

11:20 AM - 12:40 PM DETERMINE THE COST & ROI OF A BOT PILOT PROGRAM

Brandon Halbert, Director of Strategy & Operations, Campbell Soup Company
ƒƒ Costs associated with a variety of
pilot program types, from DIY, offthe-
shelf, outsourced, etc.
ƒƒ Metrics to track and analyze for ROI
purposes

Brandon Halbert

Director of Strategy & Operations
Campbell Soup Company

11:20 AM - 12:40 PM ENSURE REGULATORY COMPLIANCE & ENHANCE CUSTOMER DELIVERY VIA AI & COGNITIVE TECHNOLOGY SPEECH ANALYSIS AND ANALYTICS

ƒƒ Speech analysis software tools that
enhance customer delivery
ƒƒ How and what “speech” to track and
report on via AI analytics
ƒƒ How to best utilize the data that
comes from the technology

11:20 AM - 12:40 PM HOW TO RE-BOOT YOUR BOTS’ PROGRAM/S AFTER A LESS THAN SUCCESSFUL PROGRAM ROLL OUT

Margaret Kilian, Director, Global Process Expert, Record-to-Report, UCB, Inc.
ƒƒ How to track and determine if your
intelligent automation program/s
have hit a pass or fail mark
ƒƒ Post roll out analysis: did we go
too big bang, too slow, did we miss
the mark with respect to what our
teams actually need to enhance their
production, did we select the wrong
software or “rules” set up, etc.

Margaret Kilian

Director, Global Process Expert, Record-to-Report
UCB, Inc.

12:40 PM - 1:40 PM NETWORKING LUNCH BREAK & FRIENDLY FUNCTIONAL LUNCH CLIQUES

F&A

1:40 PM - 2:20 PM PANEL DISCUSSION: LOST IN TRANSLATION: WHEN YOUR BOTS CAN’T UNDERSTAND WHAT 2+2 = IN AN EXCEL DOC

As we all already know, a “bot” can only perform
transactional processes they’ve been programmed to
perform. That said, there’s a wide variety of financial
reporting tasks bots can take off your plate. However,
from time-to-time, there are some financial figures a
“bot” simply can’t understand when said information
is presented to them in Excel format.
In this session, we will discuss:
ƒƒ How to identify an Excel-to-bots “lost in translation”
situation
ƒƒ Software that enables increased financial reporting
and documentation

HR

1:40 PM - 2:20 PM INTELLIGENT AUTOMATION TO CREATE EFFICIENT & USER-FRIENDLY EMPLOYEE ONBOARDING/OFFBOARDING

By utilizing RPA technologies to reduce the time required
to manually process tasks that relate to employee
sourcing, recruiting, onboarding, and offboarding, your
employee HR process operations will be enhanced
on a productivity, efficiency and accuracy level. Add
supplementary layers of cognitive technologies to selfservicing
platforms your workforce can utilize, and your
customer deliveries will also be improved.
In this session, we will discuss:
ƒƒ Cognitive technology that creates user-friendly
onboarding – and can be linked to other people
analytics platforms and systems

CALL CENTERS

1:40 PM - 2:20 PM CASE STUDY: HOW AN AI POWERED CONVERSATIONAL INTERFACE ALTERED THE RELATIONSHIP WITH THE ROYAL BANK OF CANADA’S CUSTOMERS

David Kapauan, Distinguished Architect - Contact Centre Technology, T&O, Royal Bank of Canada
The RBC Conversational Customer Care Virtual
Assistant was designed to boost automation, minimize
advisor-to-advisor transfers, improve customer
satisfaction with conversational dialogues, and use
voice biometrics for user authentication. Taking a
holistic approach for conversational customer care,
everything is deployed on a single platform with a
single knowledge base, able to work over all available
channels, and able to connect to real human agents
when necessary to complete the goal of servicing
100% of customer requests on the first interaction.

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David Kapauan

Distinguished Architect - Contact Centre Technology, T&O
Royal Bank of Canada

2:20 PM - 3:00 PM INTELLIGENT AUTOMATION TO DETECT, ANALYZE & REDUCE FRAUDULENT ACTIVITY

Todd Dooley, Vice President, Human Resources & Operations, H&R Block
One of the most daunting problems many companies
face is how to accurately and efficiently prevent, detect,
and reduce fraudulent activity.
Attacks from opportunistic & professional fraud
criminals are designed to be very subtle and well
hidden, whereas detection is very difficult.
However, there are indeed intelligent automation
technologies that can assist with detection, and in turn,
can reduce further threat and financial harm to your
company.
In this session, we will discuss::
ƒƒ Intelligent automation strategies and technologies
hat will enable you to detect and prevent
opportunistic and professional fraud

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Todd Dooley

Vice President, Human Resources & Operations
H&R Block

2:20 PM - 3:00 PM PANEL DISCUSSION: HOW TO DETERMINE WHEN RPA AND INTELLIGENT AUTOMATION IS INDEED RIGHT FOR YOUR HR DEPARTMENTS

Christina Paulausky, Senior Manager, HR Shared Serves, Walgreens Pat Geary, Chief Marketing Officer, BluePrism
As part of your intelligent automation journey, you
must thoroughly examine and consider a variety of
scenarios and criteria to determine if said technologies
are indeed right for your HR Department/s based
upon your transactional processes optimization list.
Upon doing so, you may find that HR Department/s
are indeed ready for intelligent automation, but in a
manner in which you didn’t originally think. Perhaps
smaller or larger-scale, or maybe a completely different
set of processes or functional department within your
organization would be a better route to go?
In this session, our session speakers will:
ƒƒ Discuss the necessary steps to properly evaluate
if it’s the right time for your HR department/s to
move forward with RPA and intelligent automation,
based upon scope, budget, stakeholder and staff
buy-in, process transactions’ volumes, et cetera

Christina Paulausky

Senior Manager, HR Shared Serves
Walgreens
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Pat Geary

Chief Marketing Officer
BluePrism

Sponsored by: Blue Prism

The manner in which your potential call center bots
communicate with your customers is very important
on a customer delivery, branding, and regulations’
level. In today’s AI & cognitive marketplace, there
are many options to choose from, including bots that
interact with their callers based upon their emotional
responses, and audio tones & pitches. With so many
options available, how do you know for sure which bot
is indeed marriage material for your call center?
In this session, we will discuss:
ƒƒ How to determine what style of bot would be best
for your call center
ƒƒ Beyond your potential bots personality, what
else do you require from them through process
automation and data analytics
ƒƒ Pros & cons, costs, and operational/infrastructure
requirements associated with a variety of bot types

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Lee Coulter

CEO Shared Services, SVP
Ascension Health
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Keith Farley

Director, Innovation & Customer Experience
Aflac

Raymond L. Kunik Jr.

Global Vice President, Head, Digital
Hertz

3:00 PM - 3:30 PM AFTERNOON NETWORKING BREAK & DEMO DRIVE PART 2

3:30 PM - 4:10 PM HOW TO STRUCTURE A RPA & INTELLIGENT AUTOMATION PROGRAM AS A F&A SHARED SERVICES OPERATIONS DEPARTMENT

As part of your intelligent automation journey,
you must thoroughly examine and consider a
variety of scenarios and criteria to determine if said
technologies are indeed right for your F&A Shared
Services Department based upon your transactional
processes optimization list. Upon doing so, you may
find that your F&A Department/s are indeed ready for
intelligent automation, but in a manner in which you
didn’t originally think. Perhaps smaller or larger-scale,
or maybe a completely different set of processes or
functional department within your organization would
be a better route to go?

3:30 PM - 4:10 PM ENHANCE SELF-SERVICE HR PLATFORMS & WORKFORCE DATA ANALYTICS WITH INTELLIGENT AUTOMATION

As more and more HR Departments are moving toward
self-servicing platforms to increase departmental
productivity, today’s intelligent automation tools are
playing a significant role in enabling them to achieve
their process optimization goals.
In this session, we will discuss:
ƒƒ How intelligent automation can be utilized for such
HR self-servicing platforms such as: employee
onboarding, payroll, benefits, people analytics,
workforce planning, and much more
ƒƒ RPA tools that enhance self-servicing platforms and
provide people analytics and other valuable data
analytics to drive enhanced business intelligence

3:40 PM - 4:20 PM PANEL DISCUSSION: ENSURE YOUR COGNITIVE “SPOKESPERSON/S” ARE ENHANCING YOUR CUSTOMER DELIVERY & PROVIDING YOUR ORGANIZATION WITH VALUABLE BUSINESS INTELLIGENCE

We’ve all been there before. You’re on the phone or
in an online chat box thinking you’re speaking with
a human, but then somewhere down the line in the
conversation you’ve realized you’re speaking with a
bot.In this session, we will:
ƒƒ Explore the regulatory considerations that must be
top-of-mind with respect to your AI and cognitive
technologies
ƒƒ How to develop cognitive and AI systems that
provide valuable business intelligence via data
analytics

4:10 PM - 4:50 PM PANEL DISCUSSION: RPA AS A POWERFUL TOOL TO ENHANCE FINANCIAL ACCURACY, TRANSPARENCY & PRODUCTIVITY

Alok Bothra, Director, Robotic Process Automation & ECM Champion, Capital One
The banking and finance industries were some
of the first early adopters of RPA. They continue
to lead the path with respect to utilizing RPA and
intelligent automation as a powerful tool to achieve
process optimization. Additionally, RPA and intelligent
automation has offered these industries enhanced
financial processing accuracy, transparency, and
productivity.
In this session, we will explore:
ƒƒ How the banking and finance industries have
utilized RPA and intelligent automation thus far
and what’s next for their industries with respect to
intelligent automation
ƒƒ How to mimic the RPA successes these industries
have experienced

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Alok Bothra

Director, Robotic Process Automation & ECM Champion
Capital One

4:10 PM - 4:50 PM CASE STUDY: HOW WALGREENS APPLIED RPA INTO THEIR HR DEPARTMENT

Curt Burghardt, Senior Director, HR Shared Services, Walgreens
When RPA first hit the business scene, it was primarily
perceived as a tool best suited for F&A departmental
functions. However, as more companies have dipped
their toes into the RPA waters, it has become quite
apparent that RPA is powerful tool that can reap great
process improvement rewards for a wide variety of
business departments, most especially those found
under the HR roof.
In this session, hear about:
ƒƒ How Walgreen’s applied RPA into their HR
department and would doing the same reap the
same results for your HR department/s
ƒƒ How to transform your HR department into a more
self-servicing operation

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Curt Burghardt

Senior Director, HR Shared Services
Walgreens

4:10 PM - 4:50 PM SCAN HEALTH PLAN’S JOURNEY INTO COGNITIVE & AI CALL CENTER INTEGRATION AND THE VALUABLE BUSINESS INTELLIGENCE OBTAINED BY DOING SO

Troy Shaffer, Vice President, Contact Center Operations, SCAN Health Plan
With today’s environment of Big Data, organizations
accumulate and store mass amounts of data and
records. The ongoing challenge is what is ultimately
done with the data.
In this session, hear about:
ƒƒ The journey to implement using speech analytics
and voice of customer technology
ƒƒ How this helps drive intelligence across the
organization while also addressing operational
efficiencies and obtaining actionable data

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Troy Shaffer

Vice President, Contact Center Operations
SCAN Health Plan

4:50 PM - 5:30 PM PANEL DISCUSSION: HOW TO ENSURE EFFECTIVE IT BUY-IN, ENGAGEMENT & COLLABORATION SO TO ENSURE RPA & INTELLIGENT AUTOMATION SUCCESS

Peter Lowes, Partner & Co-Head of Robotics & Cognitive Automation, Deloitte Consulting LLP Sridhar Rajan, Principal, Deloitte Consulting LLP
As many organizations have learned thus far, getting a RPA and intelligent automation program past the approval gate and implementation stage requires enthusiastic
IT buy-in, intimate engagement, and continuous support. Without their support, moving forward with your RPA and intelligent automation plans will be an upward
battle from the get-go and throughout implementation.
By attending this session, you will learn how to:
ƒƒ Form strategic alliances with your IT departments that speak in a language they can appreciate and get on board with – as it relates to your process optimization
plans
ƒƒ Convey their business worth to said programs and how they will indeed remain an integral player in your program’s small and big picture roll out and
implementation plans

Peter Lowes

Partner & Co-Head of Robotics & Cognitive Automation
Deloitte Consulting LLP
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Sridhar Rajan

Principal
Deloitte Consulting LLP

Sponsored by: Deloitte

The process of obtaining clear-cut data analytics that can be thoroughly analyzed to guide your organization toward continued process improvement and enhanced
customer delivery is top of mind for a variety of executives who work within the corporate strategy, finance, operations, HR, and customer delivery departments of an
organization.
That’s where RPA, AI, and cognitive technologies come into play. By utilizing these technologies, not only can you optimize your back-office and customer-facing
transactional processes, and enhance your customer delivery, but you’ll also be able to harness extremely powerful data analytics that will add great value to
departments across your organization.
In this session, we will explore:
ƒƒ How AI and cognitive technologies can be programmed into your IT infrastructure to provide powerful data analytics that relate to: customer buying trends,
policyholder claims’ history, patient medical profiling, financial and sales reporting, red flags that alert you of fraudulent activities, best case scenarios with respect
to procurement, contracting, supply chain management, logistics’ business decisions, and much more

Sreeharsha Upadhyayula

Vice President & General Manager
Sears Holding Corporation
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Jordane Elmassian

Vice President, Analytics & Automation, Shared Service Center
MasterCard
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Andrew Gurbaxani

Vice President, Analytics & Networking
Benevis
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Amir Issaei

Operations Research & Advanced Analytics
American Airlines

6:10 PM - 6:15 PM CLOSE OF MAIN CONFERENCE DAY ONE

6:15 PM - 7:15 PM NETWORKING COCKTAIL PARTY

7:15 PM - 8:15 PM POST-COCKTAIL PARTY EVENING SOCIAL ACTIVITY