25 - 26 June, 2019
Beijing, China


8:00 am - 9:00 am Registration and Morning Refreshment

9:00 am - 9:10 am Opening Remarks from Chairperson

Culture and Change Management

9:10 am - 9:50 am How Design Thinking Can Turbocharge Culture Transformation

-Learn how design thinking combined with other agile management tools is used to drive change
-How to set benchmarks for design thinking and measure performance?
-Gamify the design thinking process for better implementation

9:50 am - 10:30 am Building The Digital Workforce By Up-Skilling Millennial

Almost half (45%) of organisations recognise the need to bring changes into the workspace, work culture, and technologies due to millennial entering the workforce.
-The best strategies to hire millennial with specific skillset and experience
-Anticipate the talents needs of the SSOs
-How effective has your training been?
-How to encourage millennial to shoulder on challenging work? 

10:30 am - 11:15 am Panel Discussion: Embracing Customer-Centricity for your Shared-service Transformation

-Map the customer journey at your SSOs
-Business Strategies, human-focused models and data management to drive user experience
-Understand the KPIs of your customer journey, including Customer Satisfaction, Net Promoter Score, First Call Resolution, Employee Engagement

11:15 am - 12:00 pm Morning Refreshment and Networking Break

Topical Roundtable

12:00 pm - 1:20 pm How can you leap frog the early stages of SSO through automation?

12:00 pm - 1:20 pm Partnering with BPOs for Cost-efficient Operation

12:00 pm - 1:20 pm Communicating the Value of Your SSO for Management Buy-in

12:00 pm - 1:20 pm Getting your Basics Right

12:00 pm - 1:20 pm Moving from ‘Cost Centres’ to ‘Revenue Generators’

12:00 pm - 1:20 pm Developing a Center of Excellence at Your SSO

12:00 pm - 1:20 pm Creating Unparalleled Customer Experience at your SSO

12:00 pm - 1:20 pm Don’t Just Lose Your Data, Turn It Into a Gold Mine!

1:20 pm - 2:20 pm Lunch & Networking Break

Transitioning to Smart SSO

2:20 pm - 3:00 pm Case Study: Optimising Process Efficiency through IT System Integration

-How can you upgrade your delivery model and management control?
-Build a smart router for system integration to simplify connection between different systems
-Create a “Platform Mindset” to achieve 1+1>2 positive feedback
-Provide real-time customized information to management team and external parties
-Constantly benchmark & drive best practices to bridge the gap between traditional SSO
and strategic partner

3:00 pm - 3:40 pm Scaling Your Intelligent Automation Initiatives

-What are the common pain-points during the implementation?
-Solve the problem of multivendor, multi-lingual and multi-format invoice processing
-The first bot will come late while the following will be easy

3:40 pm - 4:20 pm Revolutionising Your Shared Service Operation with Data Analytics

-Shift from a low-cost operation centre to a high-value GBS
-How are SSOs moving up the analytical value chain?
-Can intelligent automation and analytics be a game changer in creating long term value?

4:20 pm - 4:30 pm Closing Remarks from Chairperson & End of Summit