Over four days industry leaders will share their case studies and thought leadership presentations online. 

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In our previous RPA World Series  we were joined by industry leaders including:

SSON is delighted to announce the Intelligent Automation World Series 2017, taking place in September. We have invited industry leaders and organizations that have pioneered in this subject within their operations. Don’t miss this opportunity to learn from real-life case studies and ask the questions uppermost in your mind.

How do I take part?

Simply fill in the registration form and you will be sent details and instructions via email.

Who is presenting?

We have a packed agenda with industry leading speakers. We will be adding presentations as we get nearer to the date. 

As part of the IA Live experience we would like to provide you with guides, case studies and interviews regarding this subject.

SSON ©copyright 2017. All rights reserved

Welcome to IA World Series

Live Agenda

11th - 14th September

Register here

David Orton, Technical Manager, BT

Don't miss this opportunity to learn from other leading practitioners 

Charles Shifflet, Vice President, Shared Services, iHeartMedia

Ann Delmedico, Vice President, Change Management, Prudential

Darryl Neff, Head of Process, Generali

Dean Smith, Global Head Shared Services Solutions Finance Operations, Zurich Insurance

Joseph Cotnoir, Global Operations Manager HR Shared Services, EMC (DELL)

Hans Wirblad Kastman, Project Lead, IKEA HR Service Centre, IKEA

Adrienne Hill, Vice President, American Express

IA Resource Center

Day 2 - Tuesday, 12th September 2017

Session 1:  09:30 am US ET 

Robotic Process Automation: Taking the Robot Out of the Human
RPA is about using software to automate tasks that use rules to process structured data that were previously performed by humans. 

Based on original research conducted with Professor Leslie Willcocks from the London School of Economics, we learned that in the past, organizational adoption of RPA often started bottom-up in a particular line of business operations. The business operations mangers discovered RPA when they were solving a particularly pressing issue, such as taking on more routine work without being allowed to add more headcount.  But now we see a different pattern: senior managers are now aware of RPA and its triple-win possibilities for shareholder, customer, and employee value.   C-suite awareness means better business strategies and more resources invested in vetting enterprise-worthy RPA tools, engaging helpful advisors, and training more in-house staff.  Maturing Centers of Excellence seed RPA capabilities across the enterprise. Well-Managed RPA programs routinely enhance customer journeys, liberate and delight employees, and give hundreds of thousands of hours back to the business each year—what might an organization do with that freed up human capacity?   But success is not guaranteed: we identified 41 places RPA programs can detail. We’ve identified 30 action principles to help ensure organizations achieve the triple-win from RPA investments.  

Dr. Mary C. Lacity, Curators’ Distinguished Professor at University of Missouri-St. Louis and Visiting Scholar at MIT CISR.  

She has held visiting positions at the London School of Economics, Washington University, and Oxford University. She is a Certified Outsourcing Professional ®, Industry Advisor for Symphony Ventures, and Co-editor of the Palgrave Series: Work, Technology, and Globalization. Her current research focuses on how organizations transform business services using Robotic Process Automation, Cognitive Automation, and Blockchain technologies. She has conducted case studies and surveys of hundreds of organizations on actual automation implementations. She and her colleagues have identified action principles to deliver the triple win of value for shareholders, customers and employees. She has given keynote speeches and executive seminars worldwide and has served as an expert witness for the US Congress.  She was inducted into the IAOP’s Outsourcing Hall of Fame in 2014, one of only three academics to ever be inducted. She was the recipient of the 2008 Gateway to Innovation Award sponsored by the IT Coalition, Society for Information Management, and St. Louis RCGA. She has published 26 books, most recently Robotic Process Automation and Risk Mitigation: The Definitive Guide (2017) and Service Automation: Robots and the Future of Work  (2016)(SB Publishing, UK, co-author Leslie Willcocks).  A book devoted to Cognitive Automation will be published in February of 2018. Her journal publications have appeared in the Harvard Business Review, Sloan Management Review, MIS Quarterly, MIS Quarterly Executive, IEEE Computer, Communications of the ACM, and many other academic and practitioner outlets.  

Session 2:  11:00 am US ET  (Rescheduled to 12 Sept @ 1pm US ET)

Building a Digital Workforce using RPA with Cognitive Capabilities and Analytics

Automation Anywhere hosts DellEMC for a discussion about getting started with RPA, how to best scale and the transformative impact when RPA, cognitive and bot-embedded analytics are the core part of your RPA objectives. Discover how RPA has impacted DellEMC’s business processes in ways never before possible. You’ll be surprised at how DellEMC will be using robotic process automation going forward. Join us for this compelling session. 

Panelists: Jay Flanagan, Strategy & Transformation, Global Services DellEMC; Frank Kelly, Director – Digital Transformation, DellEMC

Moderator:   Mark Fletcher, Executive Vice President, Sales Automation Anywhere

Mr. Tang Kim Yee, Director of Technology and Architecture Office, Singtel’s Group Enterprise.

In this role, he strategizes and leads the transformation and digitalization effort within the organisation.   He currently leads the group in Robotic Process Automation and various other automation initiatives within Group Enterprise.  He has also led and managed the private cloud infrastructure program for Singapore Government.  Prior to Singtel, he spent 18 years in Visa Inc. integrating global acquisitions, payment systems and mission critical applications.   He holds a Bachelor of Engineering (Honours) in Electrical and Computer Systems Engineering and a Master of Business Administration from Nanyang Business School, Nanyang Technology University

Tilak Banerjee, Director GBS, DellEMC 

Tilak is responsible for Service Delivery, Customer relationship and other strategic initiatives of the Global Business Services (GBS) team based out of Bangalore. He has more than 18 years of experience in Shared Service supporting industries like Pharma, Telecom, Media, Leasing and High-tech, in a number of senior leadership roles. He is one of the most sought-after speakers in the Shared Service industry and his thought leadership in the areas of Robotic Process automation, Analytics, Process excellence and digital disruption have been recognized and appreciated by international Shared Service forums and practitioners across the globe. Tilak is a graduate in Business Accounting, ACMA and a certified Green Belt in Six Sigma from GE(Fairfield). He is also an internationally published author, illustrator and photographer.

Automation Anywhere (AA) is the global leader in enterprise-grade comprehensive Robotic Process Automation platform with built-in cognitive solutions and analytics.  Over 500 of the world's largest brands use the AA platform to create and manage their Digital Workforce and scale their business processes faster, with near-zero error rates, while dramatically reducing operational costs.

Session 3:  11:00 pm US ET (11:00 am Singapore SGT - 12 Sept)

Singtel Leverages RPA to Drive Service Delivery – Transformation & Productivity Improvements

Enterprises looking to RPA to drive digital transformation and operational excellence will have the opportunity to learn from Singtel’s RPA journey.

  • Revisting Singtel’s RPA journey: Identify areas of RPA application, project objectives and targets
  • A look at how RPA is driving service delivery transformation and operational excellence in Singtel: From raising change ticket to customer order processing and billing for enterprise customers
  • Steps to ensuring RPA integration with existing legacy systems
  • The road ahead: Building an in-house Centre of Excellence in robotics

Simen Munter, COO, Nordea  

Simen Munter is the Chief Operating Officer, Commerical and Business Banking at Nordea. He is focused on moving his organisation from 'good' to 'great', using all tools available. Whilst being technically oriented and up to date (so tools include robotics, AI, Big Data, Kanban etc), he is deeply influenced by the lean movement and believes that sustainable excellence only comes through continuous improvement from the people actually doing the job. He has deep and wide experience across nearly the entire financial services sector, front and back, from a number of countries and cultures. That background enables him to - with the people - find solutions which are a 'scale of difference' better, often using 'what they have' already to take out waste and make work flow.  Simen previously held roles as the General Manager of Group Hubs and Shared Services GM at ANZ bank in Australia. 

Day 1 - Monday, 11 September 2017

Session 1:  09:30 am US ET

Fireside chat with Simen Munter - What Can Robots Learn From Your People?  

Learn how with a focus on leveraging his team, Simen led the delivery of one of the fastest rollout of robotics in the banking (BFSI) industry.  With strong roots in Lean Six Sigma and a foundation based on the premiss the greatest opportunity for improvement is derived from front line employees actually executing the process, Simen built a 'do it with me, not to me' philosophy.  In this session we'll explore:

  • Understanding impacts and considerations of moving from discovery to scaling
  • Implications and benefits of adopting a higher % of digital workforce
  • Elements of successful change control

Session 2:  11:30 am US ET

The rise of unstructured data - How Intelligent Automation helps organizations succeed in today’s digital economy

It is estimated that 80% of business-relevant information originates in unstructured form. The challenges of managing data every digital process and social media exchange produces becomes therefor critical for companies. BPO providers can support businesses by harnessing rapidly developing technology to address these challenges. They can provide continually enhanced services by keeping pace with technology that enable organizations to provide a superior customer engagement.

  • In this presentation we will shed light on real customer cases and learn:
  • What added value AI and RPA offer and how the customer experience can be lastingly improved
  • What processes are targeted by banks and insurance companies when applying AI and RPA
  • How companies benefit from Intelligent Automation solutions
Lukas Hebeisen, Head of Technology and digital transformation, Swiss post Solution

He leads Intelligent Automation within Swiss Post Solutions. For the last five years, he has been active in the IT and Software Development area in different global management positions at Swiss Post Solutions. Prior to that, from 2001 to 2011, Lukas Hebeisen assumed various international leadership roles in the telecommunications sector, lastly as Head of Business Unit. He has extensive experience in new technologies and their business applications. Lukas Hebeisen holds a BA degree in Telecommunications and an MBA degree in General Management.

Day 3 - Wednesday, 13 September 2017

Session 1:  09:30 am US ET

Is Your BPO Robo Ready? 

This interactive session is designed for people who are considering RPA as part of a BPO solution.  After a brief discussion on contracting for BPO and wny it is different from other contracting, we will explore how shifting technology paradigms affect the BPO value propositon.  This will be a practical session with key takeaways that you can use right away.  Some of the topics we will cover include:

  • "Gotchas" to watch out for in the procurement process
  • Strategies for unlocking the value of RPA in existing deals
  • Why some strong pricing terms can be a wolf in sheep's clothing
  • Avoiding transformation pitfalls that can sink your deal

Session 2:  11:00 am  US ET

People and BOTS:  Bringing  your workforce along for the RPA journey

RPA and the future of jobs in Shared Service:
- Forecasted impact of RPA on job transformation
-  Industry specific projected impact

The ground realities:
-  What are the common concerns that people have?
-  How do the concerns change with implementation maturity?

Change management principles which work:
-  Setting a continuous improvement culture
-  Stakeholder buy-in
-  Setting the right governance
-  Communication strategy
-  The RPA zealots

Upskilling people – making them future ready:
-  Creating an in-house RPA Training program
-  Certifying people through projects – a win-win approach
-  Retention strategy

Day 4 - Thursday, 14 September 2017

Session 1:  09:30 am  US ET

3 Key Steps to Get Your Processes Robot-Ready

Before implementing RPA, it’s important for an organization to have full transparency into its business processes to easily identify which ones would benefit from automation, and why – bearing in mind that if a process is already flawed, RPA will only make a bad process faster. Celonis customers are using Process Mining to build the foundation for successful RPA initiatives with great success. Process Mining allows organizations to stop operating in the dark and “turn on the lights” to see how the organization’s processes run in reality. The technology uses the tremendous amount of data accumulated in an organization’s IT systems to understand human behavior, automatically reconstruct the way the organization works, and find ways to improve.

Mark Davison, Partner - Robotics Process Automation

Mark is the global partner responsible for ISG’s Robotic Process Automation and Cognitive Services practice. He has accountability for all aspects of the business across all of ISG’s research and advisory services.  Mark is an active speaker and thought leader at client and public events, such as The Shared Services & Outsourcing Network (SSON) and International Association of Outsourcing Professionals, and is often published and quoted on RPA-related topics.

Christoph Grossbaier, Head of Process Mining for RPA, Celonis 

As part of Celonis, he has worked with numerous customers like Dow Chemical, 3M and Honeywell to support them in making their processes more efficient by leveraging Celonis Process Mining.  Christoph holds a Master of Science from the University of Cambridge in Engineering and previously worked as a Business Development Manager at Celonis.

Session 2:  11:00 am  US ET

Thinking about Cognitive Automation:  Won’t You Join Me On The Journey?

When companies take the leap into “Automation World,” they typically arrive first in RPA Land, where they can easily configure software to automate repeatable and mundane processes. Extending these automation initiatives to reap the benefits of cognitive technologies changes a purely back-office process efficiency play into a true digital-labor initiative. But first you have to cross the Data Sea – where dark data is surely lurking – and you have to navigate some unchartered territory. What are the true capabilities out there and what is mere marketing hype? Where is money most prudently spent? How long will the journey toward efficiency and improved performance take? This session will explore how to prepare for the automation journey – how to set expectations and how to identify and overcome challenges.

Session 3:  12:30 pm  US ET

Is Accreditation Necessary and Should I Get Certified?

A quick search of the latest LinkedIn talent updates or job postings will produce a whole host of professionals with 'RPA Certified' or similar designation.  Business Process Outsourcing (BPO) firms are also beginning to market themselves as being RPA or automation accredited.  What are the requirements, program differentiators and types of training available for professionals who led, manage and deliver automation technology?  How would my organisation benefit from being accredited?   Does certification only apply to developers or should process subject matter experts also obtain it? 

As the pioneer, innovator and market leader in Robotic Process Automation (RPA), Blue Prism delivers the world's most successful Digital Workforce. The company's software robots automate repetitive administrative tasks while meeting the requirements of the most demanding IT environments, where security, compliance and scalability are paramount.  Blue Prism provides a scalable and robust execution platform for best-of-breed AI and cognitive technologies and has emerged as the trusted and secure RPA platform of choice for the Fortune 500. Billions of transactions and hundreds of millions of hours of work are executed on Blue Prism robots from renowned companies including Aegon, BNY Mellon, Commerzbank, IBM, ING, Maersk, Nokia, Nordea, Procter & Gamble, Raiffeisen Bank, Siemens, Westpac and Zurich. For more information about Blue Prism (AIM: PRSM), visit www.blueprism.com and follow the company on LinkedIn and Twitter.

ISG is a leading global technology research and advisory firm with more than 700 clients, including 75 of the top 100 enterprises in the world. ISG is committed to helping corporations, public sector organizations and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; technology strategy and operations design; change management; market intelligence and technology research and analysis.

Industry Update session to follow moderated by Kryon Systems:  Kryon Systems delivers innovative, intelligent Robotic Process Automation (RPA) solutions enabling digital transformation for enterprises. Using patented visual and deep learning technologies, our flagship platform, Leo, allows companies to automate business processes quickly and easily, for immediate productivity gains, near zero error rates, reduced costs and significant ROI results. The Leo RPA platform can be leveraged for both unattended (RPA) and attended (DPA) automation as well as Hybrid Automation where there is interaction between the virtual and human workforce providing a greater ROI on automation investments and delivering corporate-wide business process improvement.  

Edward J. Hansen: Partner, Morgan Lewis

Mr. Hansen brings more than 20 years of experience representing clients in technology transactions  that involve significant business change. From the early stages of  deals, Ed works closely with clients and their advisers on whole deal  advice, often before a request for proposal is sent, and continues his  support throughout the engagement’s life cycle.

Ed Hawkins, Executive Director of Strategy and Business Development, Ascension Automation

Ed Hawkins is charged with defining and driving the strategy for Ascension Automation, one of the earliest adopters of robotic process automation that is emerging as an industry leader. Ed earned his MBA in Information Technology from Pace University and spent the next 9 years honing his skills as a business professional in the tech world at IBM. He moved on to direct technology strategy for large enterprises like Exxon Mobile and Kraft foods. Ed has served in CIO, COO and CTO roles throughout his career crossing between business and technology. Under his guidance, organizations embrace the new technologies that bring them to their next level of success. His focus now is on research and strategy development in the burgeoning automation industry. Under his leadership, Ascension Automation continues to grow as they bring RPA to life for other organizations.

Celonis is the world´s leading process mining company. The innovative big data technology applies machine learning across all company data to provide full visibility into all business processes. Enterprises in over 25 countries trust Celonis to analyze and maximize the efficiency of their operations. Visit www.celonis.com or follow @Celonis.

Swiss Post Solutions is a leading provider of business process  outsourcing and innovative document management services in both the  physical and digital worlds. A strong international client base relies on Swiss Post Solutions  ability to envision, design and build end-to-end solutions and to be itstrusted advisor for the key value drivers in Business Process  Outsourcing (BPO): location strategy, process optimization and  technology such as Intelligent Automation. Swiss Post Solutions belongs to the Swiss Post group, with its  headquarters in Berne (Switzerland).

Automation Anywhere (AA) is the global leader in enterprise-grade comprehensive Robotic Process Automation platform with built-in cognitive solutions and analytics.  Over 500 of the world's largest brands use the AA platform to create and manage their Digital Workforce and scale their business processes faster, with near-zero error rates, while dramatically reducing operational costs.

Frank Kelly, Director – Digital Transformation, DellEMC

Frank Kelly is a Director of Digital Transformation at Dell EMC and leads the Robotic Process Automation Center of Excellence (RPA CoE).  His group provides RPA services to Dell Technologies  worldwide.  He has over 20 years of experience in new product development and process transformation.  His group has won recent awards for innovation and process improvement.  He holds an engineering degree and an MBA both from Boston University and is a past winner of the Shingo award for enterprise excellence.

Jay Flanagan, Strategy & Transformation, Global Services DellEMC

Jay leads the Strategy, Operations & Business Excellence teams for Global Business Services (GBS). In his role, Jay manages GBS’ growth and digital transformation strategy. He oversees all value creation initiatives including robotic process automation, analytics, cognitive platforms, new business development and customer relationship programs.  Jay holds a B.S. in Mechanical Engineering from Worcester Polytechnic Institute (WPI) and an MBA in Finance and Entrepreneurship from Babson College.


Session 3:  1:00pm US ET 

Building a Digital Workforce using RPA with Cognitive Capabilities and Analytics

Automation Anywhere hosts DellEMC for a discussion about getting started with RPA, how to best scale and the transformative impact when RPA, cognitive and bot-embedded analytics are the core part of your RPA objectives. Discover how RPA has impacted DellEMC’s business processes in ways never before possible. You’ll be surprised at how DellEMC will be using robotic process automation going forward. Join us for this compelling session. 


Jay Flanagan, Strategy & Transformation, Global Services DellEMC

Frank Kelly, Director – Digital Transformation, DellEMC


Mark Fletcher, Executive Vice President, Sales Automation Anywhere