CONFERENCE DAY TWO
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
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?