To compete and lead in a data-intensive world, enterprises need to make decisions at the speed of data. They need to achieve agility with scale. They need to make analytics more widely available to their workforce. Learn about a vision for the evolution of enterprise decision making towards a North Star called The Sentient Enterprise - an enterprise that behaves like a living organism with an ability to listen to data, derive actionable insights from the data and make autonomous decisions at massive scale in real-time. Understand a capability maturity model for evolution towards the Sentient Enterprise. Also understand how Business Process Management providers need to transform their offerings and their business models by leveraging automation and analytics.
Customer experience is not only about digital user experience at front office. Customers expect relevant, engaging and consistent experience throughout the journey. Design of a business process is critical to deliver great customer experience. In this session, McKinsey experts will uncover the how of designing business processes for consistent customer experience across many customer journeys. Experts will discuss the customer experience framework for business processes including, service delivery excellence, journey concepts, front and back office touch points, and enablers.
In this workshop, the speaker will share new data findings on the global 2017 State of Automation Study, from 400 major enterprises, discussing how the C-Suite is demanding intelligent automation technologies into their business operations as a major strategic priority and how they need to develop strategic BPM partnerships.
Key components of this workshop will include:
• Fostering genuine digital customer, partner, and employee engagement
• Embedding design thinking techniques to achieve continuous business outcomes
• Building a scalable digital underbelly that automates and digitizes
• Achieving an intelligent digital support function without hierarchies and silos
• Establishing intelligent, cognitive processes that promote predictive decision making
Nine out of 10 businesses today are undergoing some form of digital transformation and customer experience is a stated top priority. What is puzzling is how few companies actually map their customers’ journeys to guide their customer engagement strategies. In a digital first world where customer behavior is ever-changing, staying in tune with our customer preferences make all the difference. This session will explore how customers are engaging with businesses and identifying the key factors in order to provide an exceptional experience.
Robotic Process Automation has been maturing over the last decade and is now used increasingly for enterprise-scale deployments. To maximize the impact of RPA, organizations have adopted the Digital Workforce platform - the combination of RPA for task-based processing, cognitive capabilities and bot-embedded analytics.
In this session, Automation Anywhere will provide insights to help you to START, SCALE and TRANFORM your enterprise with a Digital Workforce platform. Additionally, Automation Anywhere will share the strategies for a successful RPA roll-out, and how to scale RPA programs to maximize ROI and productivity.
While many mature firms have a baseline understanding of how data as the new oil could reshape their industries, most struggle to achieve scale economic success through the lens of data driven innovation. As the former Chief Science Officer for AIG, Murli Buluswar established the first C-Suite (Data) Science function across industries. Murli will share his perspectives on what it takes to translate the promise of analytics into fundamental economic and cultural evolution in large firms in mature industries.
Using case studies selected from some of the largest contact centres in the world, we’ll illustrate the benefits of modernizing the technology agents use for voice, video, screen sharing and other forms of customer communications, including:
• Increase call quality and reliability while reducing costs by converging communications onto a common session initiation protocol (SIP) architecture.
• Reduce contact center fraud and dramatically improve network scalability using new voice biometric and call recording technologies.
• Reduce the complexity of call recording systems while simplifying integration with analytics, business applications and compliance management systems using open API-driven architectures.
• Deliver an integrated multi-channel customer experience that includes screen sharing and video for a range of contact center sales and service use cases.
What does it take to get superior results from digital? In this session, you’ll learn the results from Everest Group’s soon-to-be-release Best-in-Class Enterprise Digital Analysis, which quantifies with real data what it takes to achieve best-in-class – in terms of outcomes, as well as the corresponding capabilities needed to deploy digital strategies and initiatives. The session will include specific metrics on how much best-in-class enterprises invest in digital initiatives; how much the spend is growing; and how best to measure success.
In addition to sharing the Top 10 capabilities that the Best-in-Class have that their peers do not, we’ll bring the data to life with case studies of enterprises that have achieved the Best-in-Class ranking. Finally, we’ll share insights on the opportunities these digital journeys are creating for the BPS industry and how the industry needs to evolve to capitalize on the need of enterprises to meet today’s digital benchmark.
Block chain seems to have generated more attention and investment than any new technology since the Internet itself. Yet the speed of the block chain wave is unprecedented. Block chain advocates say that every industry is going to be disrupted, and that basic business processes like record keeping, audit and voting will be decentralized or even disbanded. This session will help calibrate the real potential of block chain and its related spin-off technologies.
- Where did block chain come from, and why?
- What does block chain do? What does it not do?
- Which business processes does block chain cover?
- What are the challenges of marrying block chain to business?
- How is block chain evolving?
- Case studies: trade finance, asset inventories, supply chain
- Surveying Ethereum, Hyperledger, R3 and beyond.
- The future of Synchronous Ledger Technologies
- What does an enterprise block chain strategy looks like?
Customer Experience and User Experience design has become THE key differentiator. It determines the success of organizations in crafting a long lasting relationship with customers. It determines the success of internal groups that provide the tools that staff need. It is even key to design of cars, tractors, medical devices, and services of all kinds.
UX is a timely topic. And Dr. Schaffer believes that India is uniquely positioned to provide world-class UX engineering services. And he has 17 years of experience in doing just that. He also believes that this can be the next big offering from India, providing lakhs of jobs, and becoming a brand that transforms ‘Make In India’ into a differentiated offering.
Dr. Schaffer will show how UX engineering can bring together the natural methods of India, enhanced by three generations worth of research, methods, and tools.
Richard Bowles is most famously known for his world-record-holding running projects, covering wilderness mountain trails that span nations upward of 5,500km. He Navigates crocodile-infested rivers, traverses desert war zones, negotiates with lunatics with shotguns and gets showered in rock and ash from exploding jungle volcanos; If you could understand how to overcome such audacious challenges, that could help you achieve anything, right?
The catch is; you need the ability to persist, in high pressure and fast-changing situations that characterises the "new normal" in organisations today.
Richard is far more than a man of running extremes; he educates leaders and their teams to navigate such situations, giving them the tools and strategies to follow through, to execute plans, and ultimately gain results. He partners with some of Australia’s top faculties and works with the brightest psychological experts in the field of "Perseverance".
Well-known for his entertaining and engaging keynote presentations he shares his extreme experience and individual research on how leaders and their teams continue smoothly towards results. You are going to see a new way to realise your potential and achieve results.
An enterprise wide transformation to deliver value & better business outcomes is driven not only by the adoption of digital technologies but also by equally important changes in people, leadership, products and processes. Learn from these leaders how they have led this from the front.
This session would focus on discussions around whether the automation goals that the companies have set are just possible or are actually achievable. Is automation really helping to accelerate the business outcomes? What are the ways to really make it happen?
Meeting customer demands will not only require improved response times, personalized experiences or real-time customer service. Most importantly, it will need you to rethink your core businesses. Through this session get an insight into how digital technologies are pushing new business models.
All great leaders are great storytellers, and all great communicators understand the power of narrative. The ability to tell a good story is crucial tool for any manager or leader to impact an audience and/or make a point in a compelling way. A great story will not only make your messages more memorable, but also will take your listeners on an emotional journey, clarify meaning, and inspire your audience to take action. This one hour session will teach you how to get the reaction you want from your audience by crafting and delivering compelling stories while aligning your body language, vocal dynamics, and gestures.
Key Learning Takeaways
• Learn how to influence audience reaction and behavior through the power of storytelling.
• Learn how to successfully incorporate stories or anecdotes into business communications.
• Experience Pinnacle's multi-award winning methodology and learn how to deliver an impactful, compelling and engaging story.
• Learn the secret formula for structuring any business story.
Short Keynote on Insurance transformation through sourcing and automation
CUNA Mutual Group, executed a transformation program; establishing a common decision-making framework to identify unconstrained sourcing and automation. The presentation will show that transformation as well as a deep dive of a single end-to-end process.
By Thomas Martorana, SVP - Customer Operations, CUNA Mutual Group
Followed by a panel discussion.
The session would focus on how organizations are looking at continuous improvement as not only a process improvement project but how to embed it into the culture of the organization for real transformational changes to happen.
Short Keynotes by
Chameli Naraine, President & CEO, Symcor Inc.
Amit Bhatia, Sr. Analyst, Forrester
The Digital Workplace enables effective and new methods of employee engagement with consumer-oriented styles and technologies. The discussions would focus on how organizations are providing their employees with the right tools they require to collaborate, communicate and connect with each other in the digital environment. Are there clear roadmaps to ensure the digital workplace delivers measurable business value while mitigating risks?
The strengths of the big companies are perfect complements to the creativity, agility and passion of the start-ups. This session would focus on how big companies can reap the full potential through startup partnerships. How do the bigger organizations move with the start-ups to harness disruption, how startups are creating white spaces or disrupting the traditional and what can bigger organisations learn agility and innovation from startups?
