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December 3 - 6, 2018
AT&T Executive Education & Conference Center, Austin, TX

Main Conference Day One: Tuesday, December 4, 2018

8:00 am - 8:50 am REGISTRATION FOR MAIN CONFERENCE DAY ONE & NETWORKING BREAKFAST

8:50 am - 9:00 am CHAIRPERSON’S DAY ONE OPENING REMARKS

9:00 am - 9:40 am KEYNOTE ADDRESS: TAKING THE FEAR OUT OF “MAN & MACHINE”

Still today, after several years of when IA technologies first hit the mainstream, many are still living in fear as it relates to how IA technologies will affect them and their job security. That said, it’s imperative to develop thorough and compassionate employee change management initiatives so to avoid any unnecessary or valid fear your workforce may have as it relates to integrating IA technologies into your organization.

Attend this session to learn more about:
  • People aspects you should take into consideration when starting an IA program
  • Successful approaches for building trust and cooperation with stakeholders
  • Communicating your success stories to win ongoing support

9:40 am - 10:20 am CASE STUDY: DESKTOP AUTOMATION – YOUR EMPLOYEES’ PERSONAL ASSISTANT & NEW BFF

Lonnie Johnston - Vice President of Sales NICE Systems
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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Lonnie Johnston

Vice President of Sales
NICE Systems

10:20 am - 11:20 am MORNING NETWORKING BREAK & DEMO DRIVE

Join us in the Expo Hall for our 1st Round of the exhibitors’ IA solutions demonstrations & conversation. Grab a Demo Card and head to the booths!

INTERACTIVE DICUSSION GROUPS (IDGs)

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, you must choose your top two (2) IDG topics (11:20am & 12:10pm IDGs) and everyone will rotate between their two (2) choices, in back-to-back 40-minute intervals. There will be a ten (10) minute transitional break between the 11:20am & 12:10pm sessions.

All conference attendees MUST pre-register for their two (2) IDGs upon registering for the event. IDGs registrations will be on a first come first serve basis. If you do not pre-register for your IDGs, we’ll unfortunately have to assign seating based upon demand and availability.

IDG 1

11:20 am - 12:10 pm CAPITALIZING ON IA AS A REVENUE STREAM FOR X BUSINESS OPERATIONS
  • Developing a business model whereas your IA capabilities are bookable services for x department/s (IT, Shared Services, or TBD)
  • Determining the business opportunities, scope, and feasibility of your intended market

IDG 2

11:20 am - 12:10 pm EVERYDAY & NOT SO EVERYDAY USES OF AI, COGNITIVE, MACHINE LEARNING AND MORE
  • What are the various forms of IA and how are they currently being utilized in back office operations - and what does the future hold with respect to the above
  • Which IA technologies go together like two peas in a pod - or not!
  • Best steps to get from a simple RPA stage to a more robust IA level, utilizing a wide variety of IA technologies

IDG 3

11:20 am - 12:10 pm CAPITALIZING ON IA AS A REVENUE STREAM FOR X BUSINESS OPERATIONS
  • Developing a business model whereas your IA capabilities are bookable services for x department/s (IT, Shared Services, or TBD)
  • Determining the business opportunities, scope, and feasibility of your intended market

IDG 4

11:20 am - 12:10 pm CAPITALIZING ON IA AS A REVENUE STREAM FOR X BUSINESS OPERATIONS
  • Developing a business model whereas your IA capabilities are bookable services for x department/s (IT, Shared Services, or TBD)
  • Determining the business opportunities, scope, and feasibility of your intended market

IDG 5

11:20 am - 12:10 pm WHAT WE WISH WE KNEW BEFORE OUR IA ROLL OUT
Ian Barkin - Co-Founder & Chief Strategy Officer Symphony
  • How to avoid the “could have, would have, should have” post IA roll out blues
  • Discussion of lessons learned and what could be done differently if you had a second pass at x project
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Ian Barkin

Co-Founder & Chief Strategy Officer
Symphony

IDG 6

11:20 am - 12:10 pm CHANGE MANAGEMENT INITIATIVES TO ENSURE IA PROGRAM SUCCESS
  • Establishing multi-departmental partnerships that encourage communication and understanding between departments, staff, and stakeholders
  • Pro-active & continuous PR, marketing, and HR messaging to avoid change management miscommunications, mishaps, and/or disasters
  • A variety of messaging options and how they might be best delivered to specific departments, individuals, teams, and perhaps even the masses/general public
  • Which communication platforms may be best for your messaging, e.g.- social media sites, apps, your website, etc.

IDG 7

11:20 am - 12:10 pm RISK MANAGEMENT TO INCREASE EFFICIENCY AND EFFECTIVENESS
  • What are the risks and how can you minimize them when implementing IA into your organization
  • Integrating IA into existing processes to ensure quality assurance
  • How to apply IA technologies into your internal control system to increase efficiency and effectiveness

IDG 8

11:20 am - 12:10 pm ARTIFICIAL INTELLIGENCE & COGNITIVE TECHNOLOGIES TO ENHANCE CUSTOMER DELIVERY
  • Enhanced customer delivery and business intelligence via powerful data analytics
  • Examination of a variety of AI & cognitive technologies and their capabilities, costs, and implementation requirements
  • Various uses of AI & cognitive technologies
  • Regulations’ compliance

IDG 9

11:20 am - 12:10 pm EFFECTIVE IA MARKETING STRATEGIES
  • Marketing messaging designed for a variety of departments, individuals, and teams so to avoid miscommunications’ mishaps and/or disasters
  • Realistic timelines to set up and maintain a variety of IA communications programs to ensure IA roll out success
  • Communication platforms that may be best for IA marketing strategies, such as: social media sites, internal customer support portals/ contact centers, website, etc.

IDG 10

11:20 am - 12:10 pm HOW TO RECRUIT TOP IA TALENT
  • How to identify & recruit top IA talent
  • How to stay competitive with recruiting and retaining top IA talent considering the fierce market demand of high-salaries
  • Benefits of IA Internships
  • Pros & cons of freelance and permalance IA teams – and how to best manage these types of working relationships
  • Working with IT Recruiters

IDG 11

11:20 am - 12:10 pm TOP REASONS WHY IA PILOT PROGRAMS FAIL
  • Top reasons IA pilot programs fail and how to avoid them from the get go and throughout your strategic planning and launching phases

IDG 12

11:20 am - 12:10 pm IA PROGRAM MANAGEMENT IN VISUAL TERMS
  • Tracking your IA programs via visual workflows
  • Benefits of having visual representation of where your IA program may be at x time and on x level
  • Visual dashboards

1:00 pm - 2:00 pm NETWORKING LUNCH BREAK

Dig deeper into the IA matters that interest you most by sitting down with new and old friends over a lovely lunch.

  • C-Suite - by invitation only
  • Center of Excellence (CoE)
  • Process Improvement
  • F&A
  • Contact Centers
  • Operations & Procurement
  • Human Resources
  • Business Strategy
  • General/Non-Specific
  • Technology

2:00 pm - 2:05 pm 5-MINUTE TRANSITION

MATURITY CURVE TRACKS

Choose from one (1) of the below four (4) tracks.

PLANNING & LAUNCHING

2:05 pm - 2:45 pm CASE STUDY: AGILE FROM THE GATE & THROUGHOUT = A RECIPE FOR SUCCESS
Michael Machado - Delivery Lead - Smart Process Automation & Robotics Center Fannie Mae
  • Agile vs. Waterfall and the benefitof “bot building” and roll out utilizing Agile principles
  • Learning as you go, fixing as you go and improving as you move forward
  • Roadmap to eliminate false starts and wasteful efforts
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Michael Machado

Delivery Lead - Smart Process Automation & Robotics Center
Fannie Mae

EVOLVING

2:05 pm - 2:45 pm RDA (ROBOTIC DESKTOP AUTOMATION) – WHAT IS IT & HOW CAN IT ADD VALUE TO YOUR OPERATIONS?
Henry Lyles - Director, Global Business Services Data Excellence & Automation McDonald's Corporation
RDA (a.k.a. – Attended RPA) optimizes the way employees work by simplifying, automating and integrating the technologies and processes on their desktop. Using Robotic Desktop Automation (RDA), organizations can deliver faster, more seamless transactions that accelerate employee productivity and reduce customer effort while increasing operational efficiencies. RDA is customarily seen as an IA software for back-office processes such as a help desk, finance or within procurement departments. RDA is all about efficiency. That said, RDA is compatible for any function in any industry, at the front, middle and back office levels.

In this session, we will explore:
  • The key differentiators between RPA & RDA
  • RDA Pros & Cons
  • How to plan, implement, and integrate RDA into your existing IT infrastructure, on an IT and human level
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Henry Lyles

Director, Global Business Services Data Excellence & Automation
McDonald's Corporation

MATURING

2:05 pm - 2:45 pm HOW TO PLAN & ROLL OUT A SUCCESSFUL ARTIFICIAL INTELLIGENCE & MACHINE LEARNING PROGRAM
John Cottongim - CFA, Automation Director Mars
  • What is an AI/ML program
  • What to think about prior to implementing an AI/ ML program
  • Once AI/ML is funded what are the next steps
  • Things to consider to implement a successful AI program, including social-technical considerations prior to implementing an AI/ML program
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John Cottongim

CFA, Automation Director
Mars

IA TECHNOLOGY LOUNGE: Open to all on the business & IT side of the IA story.

2:05 pm - 2:45 pm PANEL DISCUSSION: ENSURING CYBERSECURITY INTEGRITY AS IA TECHNOLOGIES EVOLVE
Roderick Kaleho - Head of IS Engineering, IAM & Automation MoneyGram International
Vince DiMascio - Chief Information Officer Berry Appleman & Leiden LLP
With an increase in cyber attacks over the years and the heightened awareness of the severe harm it can cause an organization, how to protect your organization’s information when utilizing IA technologies has been of utmost concern to all.

In this session, we will explore:
  • Technological safeguards specifically designed to protect an organizations’ data infrastructure
  • Access fulfillment, provision/deprovisioning, access certification, access analytics, privileged access management
  • Security scanning tools as part of the bot creation process to scan code created in the back end for security vulnerabilities
  • How to enforce passwords consistently across bot sessions and centralize bot identity and access management processes to leverage encrypted credential managers to prevent leakage of credentials
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Roderick Kaleho

Head of IS Engineering, IAM & Automation
MoneyGram International

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Vince DiMascio

Chief Information Officer
Berry Appleman & Leiden LLP

2:45 pm - 2:50 pm 5-MINUTE TRANSITION BREAK

FOCUS TRACKS

Choose from one (1) of the below four (4) tracks.

SHARED SERVICES

2:50 pm - 3:30 pm CASE STUDY: NASA’S SHARED SERVICES CENTER (NSSC) IA JOURNEY
Pam Wolfe - Division Chief NASA
The NASA Shared Services Center (NSSC) deployed the first RPA bot in the Federal government in May of 2017. It has been a little over a year and the NSSC has started to make the shift from bot building to sustainment and scalability. The Intelligent Automation Services office has been experimenting with the right government model, day to day operations, relationship building with the CIO and IT, process selection, service offering and a myriad of other issues.
Attend this session to learn more about NASA’s IA story.

Pam Wolfe

Division Chief
NASA

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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Scott M. Weber

Vice President
M&T Bank

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Delphine Bernard

Global Head of Finance Operations
Uber

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Andrew Dennison

Senior Vice President - Senior Operations Analytics & Business Process Management
Putnam Investments

Ryan Burns

Business Process Lead
Empire Life

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Omar Divina

Vice President, Sales and Customer Success
HyperScience

HR

2:50 pm - 3:30 pm PANEL DISCUSSION: EASY PEASY 1 - 2 - 3... ONBOARDING WITH IA AS YOUR HR FRIEND
Curt Burghardt - Vice President, HR Shared Services & HR Systems Walgreens
Joe Daggar - Director, Human Resources Paychex
New employees that go through well-planned, concise, and good intended onboarding programs have much higher retention rates than those who do not. However, the challenge for HR is that onboarding is an extremely paperwork-centric, various touch point process, and new hires often require a lot more time and attention than HR Managers have time to spare = new hires and HR executives feeling overwhelmed and undervalued.

However, by having a powerful IA program in your HR tool belt, your organization’s can enjoy an employee onboarding process that can be as easy peasy as 1, 2, 3.

In this session, we will discuss how IA technologies can:
  • Take on repetitive manual tasks and reduce chances for error
  • Provide new hires the information they need when they need it
  • Reduce onboarding time dramatically, keeping new hires engaged and empowered
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Curt Burghardt

Vice President, HR Shared Services & HR Systems
Walgreens

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Joe Daggar

Director, Human Resources
Paychex

IA TECHNOLOGY LOUNGE: Open to all on the business & IT side of the IA story.

2:50 pm - 3:30 pm CASE STUDY: IN-HOUSE CUSTOMIZED IA SOFTWARE DEVELOPMENT & MANAGING YOUR OWN IA INITIATIVES
Prakash Mall - Senior Director, Robotic Process Automation Target
With intelligent automation going mainstream in the past 1 – 2 years, some organizations, most especially those with very robust IT departments have asked themselves….“Why do we need to go outside our organization for IA software and implementation when we could design our own customized IA software in-house and manage our IA programs internally?” Agreed, there are indeed some organizations that do in fact have the capabilities to do so, but if that’s the route you wish to go, it’s probably best to learn more about how to actually go about it so to maximize your success in spearheading your own IA programs in-house.

In this session, we will examine:
  • How to determine if you indeed have the workforce you’ll require for the job
  • IT systems and infrastructures necessary for an in-house IA roll out
  • Cost of designing your own IA software versus going with an outside IA vendor
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Prakash Mall

Senior Director, Robotic Process Automation
Target

3:30 pm - 3:35 pm 5-MINUTE TRANSITION BREAK

3:35 pm - 4:15 pm CLIENT CASE STUDY: IA TECHNOLOGIES TO OBTAIN POWERFUL DATA ANALYTICS & BOOST YOUR BUSINESS INTELLIGENCE

Mark Pape - Digital Product Development Deep Current
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. That’s where intelligent automation 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 powerful data analytics that will add great value to a wide variety of departments within your organization.

In this session, we will explore:

  • 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

Mark Pape

Digital Product Development
Deep Current

4:15 pm - 5:15 pm AFTERNOON NETWORKING BREAK & DEMO DRIVE CONTINUED

Grab your Demo Drive Cards & head to the Expo Hall to get those final signatures you need to enter our Demo Drive Raffle tomorrow!

MATURITY CURVE TRACKS

Choose from one (1) of the below four (4) tracks.

PLANNING & LAUNCHING

4:15 pm - 4:55 pm CASE STUDY: WE WOULD DO IT AGAIN, BUT DIFFERENTLY
Barry Spigel - PMP, Lean Six Sigma Black Belt, IT Project Manager Frost Bank
A rosy picture is often painted of how easy it is to implement a RPA bot. Companies are urged to automate processes that are repetitive, routine & involve structured data.

That said, Frost Bank recently completed its first RPA implementation to deal with a 64% increase in report requests over the last 2 years. Turnaround time was 3 - 5 days for priority requests & up to 5 weeks for low priority requests.

However, upon implementation of the RPA bot, Frost realized an immediate improvement time to complete requests – multiple requests were completed before close of business. In addition, the internal and external customers were happier, and the business was optimistic about the innovation and wanted more.
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Barry Spigel

PMP, Lean Six Sigma Black Belt, IT Project Manager
Frost Bank

EVOLVING

4:15 pm - 4:55 pm PANEL DISCUSSION: METRIC & KPI TRACKERS TO ENSURE IA PROGRAM SUCCESS
Jim Maastricht - Personal Lines Data and Technology Director American Family Insurance
William Packer - Head of Global Services Mylan
As part of your organization’s overall process improvement efforts, it’s imperative to access and reassess your IA goals, strategies, and performance measurements so to ensure continued program success.

In this session, we will discuss:
  • Impactful program management strategies to apply toward your evolving IA initiatives
  • Realistic timelines and KPIs to be met - and performance measurements to ensure continued program success
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Jim Maastricht

Personal Lines Data and Technology Director
American Family Insurance

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William Packer

Head of Global Services
Mylan

  • Best practices in audit requests
  • How to best document your IA initiatives and activities
  • Your Controllers’/Auditors’ role in ensuring you’re on top of data security that may be affected by IA programs
  • IA auditing controls/assessment
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Arindam Mukhopadhyay

Managing Director, Global Head of Strategy, Reporting and Information Security Ops
Citi

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Fauzia Khan

Executive Director, Finance Optimization Team
Sony Pictures Entertainment

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AJ Bernstein

Senior Director, Financial Shared Services
LinkedIn

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Jack Deem

Assistant Controller
Con Edison

Isaac Jung

CPA, CISA, Director of Internal Audit
Pernod Ricard

IA TECHNOLOGY LOUNGE: Open to all on the business & IT side of the IA story.

4:15 pm - 4:55 pm BEST PRACTICES TO ENSURE DATA INTEGRITY & SECURITY
Sujan Reddy Jillela - Systems Lead Fannie Mae
  • How to ensure your customer and employee data is secure
  • Locking in system weakness
  • Regression testing
  • Best practice authentication
  • Data auto reporting
  • Cybersecurity

Sujan Reddy Jillela

Systems Lead
Fannie Mae

4:55 pm - 5:00 pm 5-MINUTE TRANSITION BREAK

CUSTOMER DELIVERY TRACKS

Choose from one (1) of the below four (4) tracks.

OPPORTUNITES

5:00 pm - 5:30 pm PANEL DISCUSSION: DETERMINING YOUR IA OPPORTUNITIES AND WHICH PROVIDE THE GREATEST CUSTOMER DELIVERY & OVERALL ROI
Tim Taylor - Chief of Staff, Finance Shared Services LinkedIn
Melissa Leon - Director of Shared Services Four Seasons Hotels and Resorts
Chris Loly - Director, Network Service Centre Canadian Pacific Railway
In this session will discuss the necessary steps to properly evaluate your IA opportunities based upon transactional volume, reach, processing feasibility, technical and workforce capabilities, rewards, and more – and how x opportunities would in turn have a positive affect on your customer delivery, as well as discuss how to ensure they do.
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Tim Taylor

Chief of Staff, Finance Shared Services
LinkedIn

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Melissa Leon

Director of Shared Services
Four Seasons Hotels and Resorts

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Chris Loly

Director, Network Service Centre
Canadian Pacific Railway

CUSTOMER ENGAGEMENT

5:00 pm - 5:30 pm ARTIFICIAL INTELLIGENCE TO ENHANCE CUSTOMER ENGAGEMENT AND DELIVERY
Let’s be honest, you simply don’t know your customers as well as you want or think you do. Keeping up with all your customers all the time, let alone understanding what’s going to drive that next positive interaction – and acting on it – is really difficult.

Topics of discussion will include:
  • How AI 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

CUSTOMER DELIVERY

5:00 pm - 5:30 pm PANEL DISCUSSION: COMPARATIVE ANALYSIS OF VARIOUS IA CHARGEBACK MODELS
Lillian Chin - Director of Finance Boston Scientific
Examining various IA chargeback models, which models work best for x customer base, and how to structure said IA “services” and pricing

  • How to market IA technologies as a business offering
  • Sizing up which IA business requests are worth your IA team’s billable time
  • Hidden and not hidden financial models
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Lillian Chin

Director of Finance
Boston Scientific

IA TECHNOLOGY LOUNGE Open: to all on the business & IT side of the IA story.

5:00 pm - 5:30 pm DELIVERING ON THE PROMISES OF RPA & THE INTERNET OF THINGS (IOT)
The Internet of Things (IoT) is the concept of basically connecting any device with an on & off switch to the Internet - and/or to each other. The IoT is gaining mainstream popularity in our personal and business worlds as the number of connected devices grows and the amount of machine-to-machine communication increase.

It’s being adopted by many industries across numerous verticals and can include, for example, wearable devices, mobile devices, industrial equipment, intelligent businesses, and even smart homes. However, how can your back office operations utilize such technologies now and into the near future, whereas doing so is a value-add for the business – and most especially, what are the technological requirements, obstacles, and benefits associated with such.

4:30 pm - 4:35 pm CLOSE OF MAIN CONFERENCE DAY ONE

4:35 pm - 4:35 pm NETWORKING COCKTAIL PARTY