Main Conference Day Two

7:00 AM - 8:00 AM Registration and morning coffee

8:00 AM - 8:05 AM Chair's opening

8:05 AM - 8:35 AM Fireside Chat Redefining your customer journey: How to excel with customer-centric operational excellence

Dana Wilson, Vice President of Customer Experience, Comcast Cable
Dana is responsible for leading end to end improvement initiatives to transform the experience for Comcast customers. Dana previously served as Executive Director of Strategy & Operations where she led departmental strategic initiatives to drive customer-focus and high performance across products.

•Restructuring the business from technology to people with a customer-centric focus
•Executing a shift in process and culture from the ground up
•Planning and executing a process redesign of the customer journey
•Tips, tools and strategies from root-cause to gap analysis to truly understand your customer

Dana Wilson

Vice President of Customer Experience
Comcast Cable
Leading industry experts will share with you their experience - how to quickly and efficiently get to know your existing processes, before the RPA Automation and Transformation, and how to stabilize the processes after the transformation. Detailed Business Cases from Banking and Government organizations will be presented.

Sofia Passova


Jen S. Li

First VP, Process Design Manager
East West Bank

Fazal Hussein

Director of Enterprise Solution Services
City of Toronto

Stan Passov

SVP Product Management

9:05 AM - 9:35 AM Client Case Study: Innovation and thought-leadership in cognitive and RPA

RPA and AI are both realities. Increasing output by injecting RPA with cognitive computing power is one trend being employed by progressive organizations. This session will explore some of the common misconceptions surrounding new technologies and uncover what is really possible for your business.

•RPA and the agile workforce – revolutionizing process
•Using RPA to complement existing technologies
•How firms are integrating cognitive into their project portfolio
•Tapping into cognitive capabilities – identifying pockets across the business for application
•Risks and governance to be deployed in line with advancing technology

9:35 AM - 10:15 AM Spotlight on Disruption Driving high level business impact, through analytics, automation, transformation - how to navigate the next wave of disruptors and disruption

Jim McCarthy, Senior Vice President & Chief Information Officer, VEREIT, Inc. Cynthia Creamer, Senior Robotic Automation Designer, Swiss Re
True value comes from continually developing and improving. As technology advances continue to impact how organizations and people operate and work, those who are embracing disruptive technologies are seeing significant improvement in efficiencies, performance and profitability. AI, analytics, process knowledge, robots and self-driving care are today’s reality. Learn from our expert panelists how they have adopted digital innovation to catapult their organizations into super performers – driving up revenues and driving down costs.

•Embracing the world of technology – moving from proof of concept to working in practice
•How firms can start bringing predictive analytics, cognitive into day to day decision making
•Rise of the robot – and application to business
•Removing barriers and legacy thinking to drive future-state operational excellence
•How can you turn your business into a super-performer – driving step change in growth and profitability?

Jim McCarthy

Senior Vice President & Chief Information Officer

Cynthia Creamer

Senior Robotic Automation Designer
Swiss Re

10:15 AM - 10:45 AM Power insight session

10:45 AM - 11:15 AM Networking refreshment break

11:15 AM - 11:45 AM The future of RPA and its impact on Operational Excellence

10:45 AM - 10:50 AM changeover

Track A: Analytics & Architecture

11:50 AM - 12:20 PM A better way to transform your business by building "No to Low Code" Business Applications

Roy Higgs, Senior Technical Specialist, K2
The demand for digital transformation and custom solutions in any business continues to outstrip IT ability to deliver at scale. Traditional code centric approaches create complexity, require highly skilled people that are hard to find, and harder to keep. Melissa will give insight into a better and sustainable way to transform your business.

•Digital transformation and custom solutions vs IT ability to deliver at scale
•Skilling the workforce to adapt to code centric complexity
•Sourcing and retaining expert staff

Roy Higgs

Senior Technical Specialist

Track B: RPA & Next Gen

11:50 AM - 12:20 PM Using RPA to reshape the capability and performance of the business

Cyndi is a member of the Robotic Automation Center of Excellence (RAC) at Swiss Re. She has over 25 years of experience in the Reinsurance Industry. Cyndi helped establish the RAC at Swiss Re and managed the pilot programs from concept through to execution. Here she will talk about the Swiss Re journey, how they have successfully integrated RPA across the global business and established themselves as one of the most progressive organizations in the robotics space.

•Implementing an RPA roadmap
•Working with partners from the start and on the ongoing journey to establish accountability and responsibility
•Launching RPA objects for key business cases
•Governance and control
•Training and development of the workforce to effect a change in culture

Track C: Leadership & Culture

11:50 AM - NaN:NaN AM Understanding the science of motivation can dramatically improve your results

Scientist, businessman, consultant, and writer, Brooks is a leader in the application of the disciplines of Quality to the improvement of organizational culture. Guiding you through human motivation and its complicated set of interactions, this session will discuss the challenges and most importantly, the tools and techniques leaders can use to achieve the highly-motivated employee.

•Why did the Gallup organization report that less than 40% of the American workforce was engaged?
•Limitations of incentive motivation
•Some negative impacts on customer focus
•Intrinsic motivation is superior
•Building intrinsic motivation for maximum engagement
•Success stories
•Why does the focus on incentives persist?

Track D: Workflow Apps

11:50 AM - NaN:NaN AM Case study: How Stearns Lending revolutionized their critical business processes with low-code workflow apps

Jesus Gomez, VP of Posting Closing Operations, Stearns Lending
Jesus Gomez, VP of Posting Closing Operations at Stearns Lending, will share his company’s journey towards digitizing and streamlining their key operations with low-code workflow applications. He will discuss the challenges they solved in the process and the benefits of doing so, like a new competitive advantage and millions of dollars in savings. Discussion topics will include:
  • The Problem Behind the Pain: Top pain points and the problems they presented
  • Catalyst for Change: Main catalysts that drove Stearns to tackle a critical, industry-wide challenge
  • Key Learnings: Knowledge gained from evaluating various approaches and technologies
  • The Magic Moment: Key turning points and the adoption of low-code workflow apps
  • The Results: Bottom-line benefits derived from their post-closing process transformation

Jesus Gomez

VP of Posting Closing Operations
Stearns Lending

12:20 PM - 12:25 PM changeover

Track A: Analytics & Architecture

12:25 PM - 12:55 PM Delivering a best in class analytics system

Sarah Arnett, Sarah Arnett Head of Data Science Hawthorne, Hawthorne
As Hawthorne embraces analytics and steers itself towards greater maturity, Sarah will share insight on how the team has taken great strides to develop a high level of business and process insight through the successful collection, interpretation and use of data and analytics.

•Taking an exclusive statistical approach to web attribution analytics
•Using intelligence gleaned from a proprietary database of media trends and buying behaviors
•Use case on how the data helped a new campaign target the most effective media with nearly 100% accuracy
•Building media efficiency around operational KPI’s around CPM/CPL/Funnel Acquisition Metrics

Sarah Arnett

Sarah Arnett Head of Data Science Hawthorne

Track B: RPA & Next Gen

12:25 PM - 12:55 PM Executing strategies to enable intelligent automation

Track C: Leadership & Culture

12:25 PM - 12:55 PM Interactive Session Leadership and influence – uncover the secret sauce to CI sustainability

Kevin Mohler, Vice President, Operational Excellence, Pentec Health
A highly successful business leader with 10+ years proven experience driving performance improvement across organizations from top to bottom line, Kevin will discuss real world examples on leadership and influence tactics. In this highly interactive session he will take you through the different tactics, finding your predominant style, how to influence and importantly how to use the skillset to create a sustainable culture of continuous improvement within the organization.

•Defining the key ingredients of a great leader and influencer
•11 influence tactics – how does a leader create a follower?
•Influencing up and influencing down – getting it right
•Skills, mind-set and tools to sustain a culture of continuous improvement within the organization

Kevin Mohler

Vice President, Operational Excellence
Pentec Health

Track D: Workflow Apps

12:25 PM - 12:55 PM Building a best-n class customer experience using data analytic insight and capabilitise

12:55 PM - 1:00 PM changover

Track A: Analytics & Architecture

1:00 PM - 1:30 PM Panel Discussion: Combining BPM and Business Architecture (BA) for better business outcomes

Track B: RPA & Next Gen

1:00 PM - 1:30 PM Opening the door on innovation - partnering with Fintech for next generation processes

Uli Larosa, Manager, Service Design, Corporate, G&F Financial Group

Uli Larosa

Manager, Service Design, Corporate
G&F Financial Group

Track C: Leadership & Culture

1:00 PM - 1:30 PM The Toyota Lean house – innovate and improve your Lean journey with JIDOKA

Riad is a strategic transformational leader and subject matter expert in OPEX, with over 25 years (half spent working for Japanese companies) in automotive components, medical devices, vehicle assembly and metal fabrication. He is also a professor at Indiana Institute of Technology. Riad currently leads the division’s NPI activities and works closely with the commercial team to ensure that new products or customer products are properly developed, qualified, managed, and launched into production.

•Demystifying the 2nd pillar of the Toyota Production System, JIDOKA - Automation with a Human Touch
•The unknown advantages
•Leveraging human intelligence and transferring knowledge to automated machinery
•Steps to effective implementation and how to build quality into the process

Track D: Workflow Apps

1:00 PM - 1:30 PM Case Study Building the new No-Code Workflow Platform at Swarovski

Since 2014, Hannes has been leading the new corporate initiative for BPM with a focus on human-centric workflow solutions. Hannes will detail the journey undertaken at Swarovski as they integrated a new approach to define and build a unified workflow strategy for the company.

•Undertaking an evaluation and selection process for a new BPM strategy
•How the future unified workflow strategy is designed
•Setting up the BPM development lifecycle
•Roll out of the new platform

1:30 PM - 2:30 PM networking lunch

2:30 PM - 3:30 PM Interactive Working Session Leading though conflict: connecting, collaborating and innovating

Marilyn Monda, Chief Executive Officer, Monda Consulting Carolann Wolfgang, Continuous Improvement Manager, Naval Facilities Engineering and Expeditionary Warfare Center
Today’s headlines show organizations changing more quickly than before, with workplace conflict considered a top risk. Many leaders feel pressure to do more with less and to keep up with the changing organizational landscape. With a conflict skill set and a dialog mind set we can learn to be leaders in our ability to work through conflict wherever it affects our work. Knowing how to diffuse conflict and turn it into a productive learning opportunity is valuable.

This interactive session will help you:
•Increase self-awareness as a conflict explorer and discover a better way to relate and connect with your co-workers and team
•Create a working model for leading through workplace conflicts
•Understand how it is possible to stop avoiding conflict and instead embrace it for the insights and innovations it can bring about

Marilyn Monda

Chief Executive Officer
Monda Consulting

Carolann Wolfgang

Continuous Improvement Manager
Naval Facilities Engineering and Expeditionary Warfare Center

3:30 PM - 4:10 PM Plenary Capture new value: balancing streamlining vs. driving growth

Swetal Desai, Vice President, Business Process Improvement, Hewlett Packard Enterprise
Join this session to hear HPE’s OPEX journey as they continue their move to value. Having led a complete overhaul of OPEX in the business to deliver on the corporate vision, Swetal is laser-focused on delivering enterprise-wide programs to drive significant value through progressive operational excellence and the use of analytics, robotics and more.

•How to align structure and process with the new digital age
•Results generated in HPE’s transformation of the opex workforce and make up
•The move from capability to value – challenges and successes on our 2/3-year journey
•How operational excellence needs to change to survive

Swetal Desai

Vice President, Business Process Improvement
Hewlett Packard Enterprise

4:10 PM - 4:50 PM Closing Address Pushing new boundaries of business capabilities and performance

Karen has led the digital transformation at Nature’s Bounty Co. Her expertise lies in retooling world class organizations to operate and deliver tangible business results more effectively and efficiently. Deploying the tools, technology and people in a complete reshape of the business, Karen will take us on Nature’s Bounty’s journey as they progressed to one of high-performance capability, agility and innovation.

•How do you reshape / retool a business?
•A transformation roadmap – making change happen and making it stick
•Boosting capability, agility and innovation using digital and progressive processes
•Getting people to think in a different way
•Linking process and operations to business strategy and values to deliver enterprise-wide transformation
•How to sustain your operational excellence efforts

4:50 PM - 4:55 PM Chair's closing