Mobility • Cloud • Social Networks • Innovation • Integration
snapshots from the 2012 conference 6TH ANNUAL
WORLD BPO/ITO FORUM July 17-18, 2013 | New York, NY USA
2 World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
6TH ANNUAL
WORLD BPO/ITO FORUM July 17-18, 2013 | New York, NY USA
Smartsourcing:
Leveraging Collaboration & Innovation Achieving Optimal Return on Objectives from a Multi-Vendor, Geographically Diverse Ecosystem Smartsourcing is increasingly becoming part of a company’s core business agenda. The days of the “mega deal” are long gone, and now the buyer has to be even smarter — orchestrating multiple boutique suppliers. Your partner/supplier companies each have their own operating system that they want to leverage across their multiple customers, so your organization has to act as a sort of “hypervisor” in order to get them all to work together. With that brings many challenges in day-to-day transactional activities like case exchange, security, data residency etc. The World BPO/ITO Forum brings both strategic and operational issues to the fore and provides solutions to address the needs of CIOs, CFOs, CEOs and your executive teams. This event offers an extraordinary ROI – these hard-won insights can save a typical organization tens of millions of dollars in avoiding mistakes and value leakage.
Why this event is important for the industry: Many companies are exploring the right operating model to offer the full potential of such a win/win arrangement. It is vital to get this right the first time around. Companies cannot afford to simply accelerate current working practices, or to make strategic missteps in sourcing. During the good times, we could afford to learn from our mistakes, but during this challenging economy, it is more important to learn quickly from the experience of others. This is where the World BPO/ITO Forum can make a real difference — by enabling buyers and sellers of services to meet each other, and by encouraging experts to share insights in a friendly environment.
Why you should attend: •
WBPO/ITO Forum is the only off-shoring thought-leadership forum designed for large U.S. companies
•
Learn what works and what doesn’t in a multi-vendor environment
•
Hear real life case studies and insights from global leaders
•
Build valuable global relationships with the right partners
•
Discuss near-shoring and far-shoring solutions in the Country Pavilions
Limited Seating, Register today at www.worldbpoforum.com
3
Board of Directors Executive Chairman:
World BPO Forum Founders:
Jim Noble Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council
Babu Lal Jain Co-Founder The World BPO Forum, Inc.; Chairman, WICS
Tsvi Gal CTO Morgan Stanley
Steve Hufford CEO Society for Information Management (SIM) International
R. Lee Coulter CEO, Shared Service Organisation Ascension Health
Alan Guibord Chairman & Founder The Advisory Council (TAC)
Guy Pujol Managing Director JPMorgan Chase
Beppe Urso EVP, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide
Steven L. Sheinheit former CIO JPMorgan Chase
Kartik L. Kilachand CEO & Co-Founder The World BPO Forum, Inc.
Executive Vice-Chairs: Harvey Koeppel President, Pictographics, Inc.; former Executive Director, Center for CIO Leadership
Executive Steering Committee:
Executive Vice-Chairs, India:
D.K. Sareen Executive Director ESC
D.S. Rawat Secretary General ASSOCHAM
J.C. Luther former Deputy Governor Reserve Bank of India RBI
Contact the World BPO/ITO Forum Kartik Kilachand 500 East 77th Street, Suite 509, New York, NY 10162 • Ph: 917-470-9022 Babu Lal Jain / Rajiv Tandon 605 Sun City Business Tower, Sector 54, Golf Course Road, Gurgaon - 122002 India • Ph: +91 (124) 4212130 - 37 www.worldbpoforumcommunity.com
4 World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
Who Will Attend
Executive networking Reception
Seating is limited. To ensure a high-quality, peer-to-peer environment, delegates will be:
WedneSDAY • JULY 17 6:30 – 8:30 pm
Card Room & Terrace, 9th Floor
Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s first day. Relax after a productive and information-packed day, or continue your valuable peer-to-peer networking. If you are looking to make connections and build relationships, you won’t want to miss this event.
• • • • • • •
CEOs/Presidents CIOs/CTOs, Heads of IT COOs, Heads of Operations CFO, Heads of Finance SVPs/VPs of Sourcing, or equivalent SVPs/VPs of Vendor Management Business-unit Heads/ General Managers
Executive Advisory Council P.K. Agarwal CEO TiE Global
Gary Beach Publisher Emeritus CIO Magazine
Gopal Khanna Senior Fellow, Technological Leadership Institute University of Minnesota
Pumela Salela Board Member Global Sourcing Council African Ambassador — Sustainable & Socially Responsible Sourcing
Karen Morris former CIO AIU Holdings
Bobby Varanasi OM Exco & Head, Marketing & Branding Outsourcing Malaysia; Chairman/CEO Matryzel Consulting, Inc
Dinyar Devitre Board of Directors & former CFO Altria Group, Inc.
Raj Patil CEO, aSpark; COO, LiquidHub
Eme Essein Acting Director Rockefeller Foundation, Nairobi
Len Peters Associate Vice President & University CIO Yale University
Peggy Fechtmann EVP, Global Operations MetLife Technology & Operations
track chair Scot Petersen Editorial Director SearchCIO.com
Robert Janssen Managing Partner Outsource Brazil
Sasi Pillay CTO, Office of the CIO NASA
Dawid Jarosz Operations Director Association of Business Service Leaders (ABSL)
Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies
Andrew Wasser Associate Dean, School of Information Systems & Management Carnegie Mellon University
Lisa Wright VP Enterprise Vendor Governance & Sourcing Prudential
Soumitra Rathod Corporate VP, Vendor Governance New York Life Insurance
Limited Seating, Register today at www.worldbpoforum.com
5
Conference-At-A-Glance DAY ONE | Wednesday, July 17 8:00 – 8:45 AM
Registration & Networking Breakfast Buffet
8:45 – 8:50 AM OPENING REMARKS: Kartik Kilachand, Co-Founder, World BPO/ITO Forum; Babu Lal Jain, Co-Founder, World BPO/ITO Forum, Inc.; Chairman, WICS 8:50 – 9:20 AM 9:20 – 10:20 AM
Welcome Address: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council
OPENING KEYNOTE: TBA Emerging Destination & Trends Track Chair: Scot Petersen, SearchCIO.com
Strategy/Leadership
10:30 – 11:30 AM Panel: Integrating Strategic BPO, ITO, KPO...and XXO: Country Panel: The Rapidly Changing Landscape of Unlocking Opportunities for the Creation of Sustainable Global Sourcing – Again! Business Value and Growth Moderator: P.K. Agarwal, TiE Global Moderator: Harvey Koeppel, Pictographics Inc. Panelists: Roberto Bennett, Uruguay XXI; Panelists: Angelo Incorvaia, Bank Leumi; Katie Gove, Trellis; Atefeh Riazzi, NYC Housing Authority Sanjeev Sinha, CRISIL Global Research & Analytics; TBA, ProExport Colombia 11:40 AM – 12:30 PM RoundTable: High Impact Sourcing: Creating Sustainable, Fireside Chat: Enabling Lean and Agile Sourcing through Scalable & Innovative Social Enterprise Models Highly Collaborative Models and Multi-Location Portfolios Facilitator: Eme Eissen, Rockefeller Foundation, Nairobi Facilitator: Andy Wasser, Carnegie Mellon University Speakers: Sarajit Jha, Tata Business Support Services; Speakers: Robert Janssen, Outsource Brazil; Madan Padaki, Head Held High; TBA, Invest in Argentina; Pumela Salela, Global Sourcing Council TBA, ProExport Colombia 12:30 – 1:00 PM
BREAK: Networking in the Sponsor Showcase & Country Pavilion
1:00 – 1:50 PM
networking lUNCHEON
1:50 – 2:20 PM
DESSERT: Visit Sponsor Showcase & Country Pavilion
Business & Operational Innovation in the Multi-Vendor Ecosystem 2:20 – 3:20 PM
Panel: Buyers vs. Providers - Relationship Management through the Sourcing Lifecycle Moderator: Beppe Urso, Leo Burnett Worldwide
3:30 - 4:20 PM Case Study: Creating Competitive Advantage with Flexible and Innovative Service Delivery Model Strategy and Implementation Speaker: David Grimme, HSBC
How the Technology Landscape is Changing Outsourcing Track Chair: Scot Petersen, SearchCIO.com
Panel: The Impact of Cloud on BPO: Reality or Hype? Moderator: Ben Trowbridge, Alsbridge RoundTable: Crowdsourcing: Leverage the Power of the Collective without Getting Lost in the Crowd Facilitator: Leila Janah, Samasource Speakers: Ram Rampalli, @WalmartLabs
4:30 - 5:20 PM KEYNOTE: Managing at the Crossroad: Sparks, Halos, and the New Business of Meaning Ben Pring and Paul Roehrig, Ph.D., Center for the Future of Work, Cognizant Technology Solutions CLOSING KEYNOTE: Leading Change and the Challenges of Transformation 5:20 - 6:20 PM Vivek Kundra, Executive Vice President of Emerging Markets, Salesforce.com; and Chief Information Officer of the United States (2009-2011) 6:20 - 6:30 PM
CLOSING REMARKS: Jim Noble, Chairman, World BPO/ITO Forum ; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council
6:30 - 8:30 PM
EXECUTIVE networking RECEPTION: Admittance by Conference Badge
6 World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
DAY TWO | THURsday, July 18 8:00 – 8:50 AM
Registration & Networking Breakfast Buffet
8:50 – 9:00 AM
OPENING REMARKS/WELCOME ADDRESS: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council
9:00 – 9:50 AM
Opening Keynote: TBA
Business & Operational Innovation in the Multi-Vendor Ecosystem
9:50 - 10:50 AM Panel: Strategic Vendor Management: Managing Global Relationships Cross Culturally Moderator: Soumitra Rathod, New York Life Insurance Company 10:50 – 11:15 AM
Emerging Destination & Trends
Facilitated Workshop: Transform or Die! Speaker: Al Guibord, The Advisory Council (TAC)
BREAK: Networking in the Sponsor Showcase & Country Pavilion
How the Technology Landscape is Strategy/Leadership Changing Outsourcing 11:15 – 12:05 PM Fireside Chat: The Evolving Role of the Successful CIO – May the Force(s) be with You! Speakers: Jerry Luftman, Global Institutue for IT Management; Steve Sheinheit, JPMorgan Chase, MetLife, QBENA
Fireside Chat: Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility, Cloud and Social Networking Facilitator: Gopal Khanna, Technological Leadership Institute Speakers: Raj Patil, aSpark & LiquidHub
12:05 – 12:30 PM
BREAK: Networking in the Sponsor Showcase & Country Pavilion
12:30 – 1:20 PM
networking lUNCHEON
1:20 – 1:30 PM
CLOSING REMARKS: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council
Congratulations to the
2012 Global Sourcing Council 3S Award Winners Sustainable and Socially Responsible Sourcing Awards
> Community Engagement Award: Alter Eco > Employee Engagement Award: VOS > Empowered Woman Award: HarVa > Out-of-the-Box Award: prAna > People’s Choice Award: Digital Divide Data Keep an eye open for the winners’ video clips/presentations at the World BPO/ITO Forum.
Limited Seating, Register today at www.worldbpoforum.com
7
DAY ONE | Wednesday, July 17 opening kEYNOTE: S tay tuned for exciting announcements.
Wednesday, July 17
9:20 – 10:20 AM
Strategy/Leadership Wednesday, July 17
10:30 – 11:30 AM
Panel: Integrating Strategic BPO, ITO, KPO …and XXO: Unlocking Opportunities for the Creation of Sustainable Business Value and Growth Moderator: Harvey Koeppel President Pictographics, Inc. Panelists:
Angelo Incorvaia, CIO, Bank Leumi Atefeh Riazzi, General Manager & CIO, NYC Housing Authority We are at an inflection point — the dawn of a great expansion in the marketplace of buyers and sellers supported by technologies that will continue to provide innovations in communication, collaboration, visualization, information processing and business intelligence / analytics, to name just a few. By staying the course, the Outsourcing industry could face near certain marginalization – a new approach is required. Amidst every challenge there is opportunity; opportunity for continued growth and development. For the Outsourcing industry, the opportunity could, should and must at least consider the notion that Outsourcing can be one of the most powerful enablers of value creation - Business Model Innovation. Key Learning Points: • Gain insights into where we are as an industry and why we could be at the precipice of marginalization or even extinction. • Learn what forward thinking companies and Outsource providers are planning and doing to take more control of their own futures. • Discover how you can help drive the strategic conversation within your own organization to ensure that you are prepared for the opportunities and challenges that Business Model Innovation will bring.
Emerging Destination & Trends Wednesday, July 17
10:30 – 11:30 AM
Country Panel: The Rapidly Changing Landscape of Global Sourcing – Again! Moderator: P.K. Agarwal CEO TiE Global Panelists:
Roberto Bennett, Head of Investment Promotion, Uruguay XXI Katie Gove, Managing Director, Trellis Sanjeev Sinha, President, CRISIL Global Research & Analytics TBA, ProExport Colombia A recent industry report indicated that 73% of midsize companies plan to expand existing offshore business processes over the next 18-36 months, up from 55 percent in 2011 and 41% of large companies are planning to expand their offshoring of business processes. However, a large number of companies are planning to shift work between countries and are starting to look at the newest word in our jargon, re-shoring. All in all it is evident at a third or more of the estimated $480 billion market will be up for grabs in the next 2-3 years. The offshoring/nearshoring still a growing business area but each service provider is being compelled to think hard about their business models and the value propositions. Status quo is not an option. In this exciting panel, the speakers will share information on the seismic shifts that are taking place and how the industry is adapting to new realities. Key Learning Points: • Hear about the shifts in the market • Gain insights into the emerging integrated global sourcing model • Learn how to reshape the Value proposition
8 World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
Strategy/Leadership Wednesday, July 17 11:40 AM – 12:30 PM
RoundTable: High Impact Sourcing: Creating Sustainable, Scalable & Innovative Social Enterprise Models
Facilitator:
Eme Essein Acting Director Rockefeller Foundation, Nairobi Speakers:
Sarajit Jha, COO, Tata Business Support Services (TBSS) Madan Padaki, Co-Founder and Chairman, Head Held High Pumela Salela, Board Member, Global Sourcing Council The new economic order demands that an inclusive growth environment is created in each country. Hence addressing bottom of the pyramid in the rural masses becomes an imperative for businesses and Governments. The clichéd perceptions and myths regarding rural environments are being broken today with the emergence of a new breed of rural population - with urban levels of access to information, hungry talent looking for opportunities, entrepreneurial spirit and global aspirations. They are the “Rural-Urbans (Rubans)” who are morphing rapidly from the traditional definitions of rural, desirous of unshackling themselves from old societal dynamics, believing in and looking for opportunities for growth. One of the engines of empowering the Rubans – Impact Sourcing or Rural BPOs has not lived up to the promises of growth – and is still at a miniscule percentage of the overall sourcing pie. This session will specifically address challenges that Impact Sourcing is facing and discuss ideas on creating a scalable model – both on the demand & supply side which can significantly make a social and economical impact. Key Learning Points: • Learn what will convince large outsourcers to look at Impact sourcing • Discover how service providers assure SLA adherence in their processes • Learn what technology platforms will play a pivotal role in integrating service providers • Hear what role Governments will play in enabling a policy that converts Islands of Excellence into mainstream successes
Emerging Destination & Trends Wednesday, July 17 11:40 AM – 12:30 PM
Fireside Chat: Enabling Lean and Agile Sourcing through Highly Collaborative Models and Multi-Location Portfolios
facilitator:
Andrew Wasser Assoc. Dean, School of Information Systems and Management Carnegie Mellon Universityl speakers:
Robert Janssen, Managing Director, Outsource Brazil TBA, Invest in Argentina TBA, ProExport Colombia Lean and agile development practices are becoming more and more popular across corporate America. As organizations move away from the traditional waterfall development cycle, what are the implications for the IT sourcing industry? Agile practices include periodic scrums whereby IT professionals and their clients huddle together for bursts of highly interactive and engaged ideation, requirements gathering, and prototyping. There is a level of intimacy and immediacy assumed in these new practices. How will remote IT teams participate? Will their culture and time zones hold them back? Which types of service providers will these practices benefit (insourced, onshore, near shore, rural sourcing, etc.)? How will offshore teams need to change their practices to compete? Key Learning Points: • Understand the unique characteristics of Agile and Lean development practices • Analyze the ways for IT sourcing firms to compete in this new landscape • Reconsider sourcing strategies and delivery models
Limited Seating, Register today at www.worldbpoforum.com
9
DAY ONE CONTINUED | Wednesday, July 17
networking luncheon
Wednesday, July 17
1:00 – 1:50 pM
Business & Operational Innovation in the Multi-Vendor Ecosystem Wednesday, July 17
2:20 – 3:20 PM
Panel: Buyers vs. Providers – Relationship Management through the Sourcing Lifecycle
Moderator:
Beppe Urso Executive Vice President, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide
Effectively engaging and managing the relationship between buyers and providers is crucial to a successful sourcing strategy. Ultimately your partnership goal is to increase engagement, commitment and trust resulting in improved effectiveness and sustainable benefits to your organization. Strong leadership coupled with a clear vision will deliver value to stakeholders. These key elements prove to be even more important in a changing environment or when managing a “change” program. A well defined strategy together with executional/operational capabilities will “defy average performers”. This session will focus on relationship management strategies including: WHAT do we want to achieve (and eventually, if necessary, describe why) WHO has to do what (highlighting the key competences and capabilities of each player) HOW do we want to perform (what is the best approach, timing, behavior, communication, etc.) Key Learning Points: • Hear leading experts share their experiences and major learning’s • Gain strategic insight from both supplier and client perspective • Learn the CIO and CPO point of view on Sourcing Lifecycle
How the Technology Landscape is Changing Outsourcing Wednesday, July 17
2:20 – 3:20 PM
Panel: The Impact of Cloud on BPO: Reality or Hype?
Moderator:
Ben Trowbridge CEO Alsbridge Inc. History is replete with disruptive changes, from carriages to horseless carriages and telegraphs to telephones in the 1800s, to the modern era of DVDs to online video, albums to downloaded music, and hardcopy books to ebooks. The same can be said of the emergence of cloud services as a major disruptive force when juxtaposed against the traditional, more labor-centric model of service delivery. The result of these changes is customer need to build more resilient sourcing strategies as they navigate their transformation from using traditional services to consuming outsourced cloud services. This panel will examine the impact of cloud services on sourcing strategies with particular attention to issues of changing governance requirements; organizational structures; financial and contractual impacts; as well as identifying key inflexion points of transformation and key factors in selecting an optimal set of outsourcers and service providers to ensure the shift to cloud. Key Learning Points • Learn where within a customer organization enterprises will need to invest to create an effective cloud sourcing strategy • Gain insight into potential points of inflexion, while on the road to cloud services, for which enterprises will need to know how to identify as well as prepare • Understand key characteristics to look for in providers of cloud services that will help ensure creating a resilient sourcing strategy
10
World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
Business & Operational Innovation in the Multi-Vendor Ecosystem Wednesday, July 17
3:30 – 4:20 PM
Case Study: Creating Competitive Advantage with Flexible and Innovative Service Delivery Model Strategy and Implementation
Speaker:
David Grimme Global Head of Service Delivery HSBC
Companies are demanding innovation from their shared services. In this case study session, David will delve into the new service delivery model implemented as HSBC that is tailored to support their four global businesses – Retail Banking & Wealth Management, Global Banking & Markets, Commercial Banking and Global Private Banking. Insights will be offered as to how this global structure facilitates better management and governance of processes, ensures risk controls are in place and delivers excellent service to customers. David will reveal how HSBC maximized opportunities by diversification of talent and potential, re-engineering processes for greater efficiency and cultivating sustainable cost savings and innovations. Key Learning Points: • Use automation to manage risk and enable more control over critical processes • Enable growth with innovation and re-engineering • Leverage the service delivery model to create competitive advantage • Learn how to build in the capability to be flexible and innovative
How the Technology Landscape is Changing Outsourcing Wednesday, July 17
3:30 – 4:20 PM
RoundTable: Crowdsourcing: Leverage the Power of the Collective without Getting Lost in the Crowd
Facilitator:
Leila Janah Founder Samasource Speakers:
Ram Rampalli, Director, @WalmartLabs Companies have three choices when managing complex data challenges: allocate internal resources, outsource to a BPO, or leverage a crowdsourcing platform. For companies looking for a low-cost and fast solution, crowdsourcing can be an attractive option, but it’s no silver bullet: there’s a lot to consider before engaging a crowd of workers. Our panel consists of crowdsourcing and BPO experts who will explore some surprising facts about crowdsourcing — and its alternatives--that can help you save time and money. Key Learning Points: • Discover what types of projects are best suited for crowdsourcing • Learn how enterprises address quality assurance concerns when leveraging the crowd • Hear real-world examples and best practices for selecting and working with a crowdsourcing provider
Limited Seating, Register today at www.worldbpoforum.com
11
DAY ONE CONTINUED | Wednesday, July 17
kEYNOTE Wednesday, July 17
4:30 – 5:20 PM
Managing at the Crossroad: Sparks, Halos and the New Business of Meaning
SpeakerS:
Ben Pring Center for the Future of Work Cognizant Technology Solutions
Paul Roehrig, PhD Center for the Future of Work Cognizant Technology Solutions
Today’s high-flying companies are winning by capturing customer insight and market meaning from the flood of information swirling around all of us. In fact, the digital signature enveloping people, organizations, and devices contain a richness of business meaning that can drive mind share and market leadership. This is far beyond “Big Data” or common analytics. Decision makers from almost every industry, company, and business process are now at a Crossroads where they can re-imagine how they innovate, produce, and relate to customers. This session will explore the context and implications of this shift. • “Halos” emerge, “sparks” fly. The digital signature that people, things, processes, and corporations create through each and every digital interaction – are the new gold mine of value that leading edge companies are beginning to map and exploit and from which new commercial opportunities are being sparked. • People, devices, and code are reshaping business. Information from our digitized personal and work lives – searches, clicks, purchases, geo-location, process collaboration, song choice, etc. – are helping companies reshape a wide range of what they do and how they do it. This trend is accelerating across global corporations in many sectors. • There is a clear path for value. A model is emerging that explains how markets, competitive strategies, and business structures are being impacted by the white heat of digitization. • Re-Code Your Enterprise to “manage at the Crossroad.” Apple, Google, Pandora, Hulu, Facebook, and others may be lighting the way, but almost every company in the Global 2,000 has opportunity based on this new model. There are tactical, actionable, steps for enterprises to win in the new code rush and avoid an extinction event.
“The standard of living of Americans, as of the citizens of any nation, depends ever more on the value they add to an increasingly integrated global economy, than it does on the profitability of corporations headquartered there.” — Professor Robert Reich,
Professor of Public Policy, University of California at Berkeley; former Secretary of Labor under President Clinton; and 2012 World BPO/ITO Forum Keynote
12
World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
closing kEYNOTE Wednesday, July 17
5:20 – 6:20 PM
Leading Change and the Challenges of Transformation
Speaker:
Vivek Kundra Executive Vice President of Emerging Markets, Salesforce.com; Chief Information Officer of the United States (2009-2011) As the nation’s first Chief Information Officer, Vivek Kundra was faced with the tremendous challenge of leading the federal government’s information technology bureaucracy at a time when cutting costs, increasing efficiency and driving innovation was of paramount importance. Having managed the $80B federal technology budget, Kundra’s efforts yielded significant progress in transforming the way technology is purchased and managed by bringing best-in-class private sector solutions to solve massive public sector inefficiencies. The result has been a highly transparent, efficient and accountable environment focused on making systems and information useful to the public. In this keynote presentation, Vivek Kundra shares his experience leading change across the world’s largest consumer of information technology --the U.S. government --and the lessons every organization can use when leading a transformation in a change-averse environment. Kundra also explains: • • • • • •
His leadership principles and how to use technology to create lasting change How to create a transparent and accountable environment that sheds light on what’s going on within an organization The importance of action-oriented, executable and nimble methodologies People are our biggest asset; How do you source people using the Silicon Valley approach? How do you tap into the power and creativity of people to keep innovation optimal and stay on top of the latest technologies? How to confront the tough decisions that need to be made to keep your organization growing and competitive
closing remarks
Wednesday, July 17
6:20 – 6:30 pM
executive networking reception Wednesday, July 17
6:30 – 8:30 pM
executive Networking Reception Card Room & Terrace, 9th Floor Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s first day. Relax after a productive and information-packed day, or continue your valuable peer-to-peer networking. If you are looking to make connections and build relationships, you won’t want to miss this event.
Limited Seating, Register today at www.worldbpoforum.com
13
DAY two | thursday, July 18 opening kEYNOTE: S tay tuned for exciting announcements.
thursday, July 18
9:00 – 9:50 AM
Business & Operational Innovation in the Multi-Vendor Ecosystem
Panel: Strategic Vendor Management: Managing Global Relationships Cross Culturally Thursday, July 18
9:50 – 10:50 AM
Moderator:
Soumitra Rathod Corporate VP, Vendor Governance New York Life Insurance Company
The days of the “mega deal” are long gone, and now every corporation has to be even smarter - orchestrating multiple boutique suppliers with specific skill sets to form `best of breed’ models. Your partner / supplier companies each have their own operating system that they want to leverage across their multiple customers, so your organization has to act as a sort of “hypervisor” in order to get them all to work together; taking into consideration multiple time zones, languages and cultures while driving competitive advantage. Attend this panel and hear valuable lessons learned and insights from CIO’s and leading experts. Key Learning Points: • Manage the balance of trust and control between multiple suppliers/partners. • Define an effective collaboration strategy that starts with an evaluation of your organization’s internal collaborative culture and extends out to suppliers/partners. • Incorporate business based metrics for managing and evaluating value and performance of your suppliers/partners.
Emerging Destination & Trends
Facilitated Workshop: Transform or Die! Thursday, July 18
9:50 – 10:50 AM
Speaker:
Al Guibord Chairman & Founder The Advisory Council (TAC) The traditional IT organizational structure will no longer survive in today’s world. Corporations have a new set of expectations for IT organizations and leaders. This session will provide a brief review of the major issues and expectations facing organizational change, and then the group will break down into smaller work groups and prepare a plan for addressing an assigned issue. Once complete, all groups will then present their plans and finding in an open discussion environment. Attendees will be provided with a follow-up set of notes and presentations for their personal use. Key Learning Points: • Understand what skills you need to lead in today’s world • Find the optimal organization that meets your company’s needs • Learn how to create an efficient financial structure • Create a path to better business alignment
14
World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
Strategy/Leadership
Fireside Chat: The Evolving Role of the Successful CIO – May the Force(s) be with You! Thursday, July 18
11:15 AM – 12:05 PM
SpeakerS:
Steven Scheinheit former CIO JPMorgan Chase, MetLife, QBENA
Jerry Luftman Professor & Managing Director Global Institute for IT Management
No role has evolved more dramatically than that of the Chief Information Officer (CIO) since the Information-age began fifty years ago. These changes have been driven by a set of transformational forces based upon physical laws and principles. Today, Information technology (IT) has penetrated the basic fabric of business and society and has become intertwined with every aspect of a company’s performance. While business reliance on IT is uncontestable, at many companies the ability of the CIO to sustain a credible “seat at the table” continues to be a challenge. What underlies this phenomenon and what must CIO’s do to address it? Key Learning Points: • Learn how the transformational forces of the information-age are impacting globalization and the role of the CIO • Hear how the role of the CIO is changing and what can we learn from the past to help predict the future • Gain insights into knowledge, skills and capabilities that are keys to success and where the CIO’s should focus their attention
How the Technology Landscape is Changing Outsourcing
Fireside Chat: Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility, Cloud and Social Networking Thursday, July 18
11:15 AM – 12:05 PM
facilitator: Gopal Khanna Senior Fellow Technological Leadership Institute Speaker:
Raj Patil, CEO, aSpark; President & COO, LiquidHub The top four forces driving change for the Chief Information Officer are: cloud computing, platform business process outsourcing, mobility and web 2.0. Conversations with clients now follow a new script and they do not want service providers to talk technology anymore. Instead, the key words are leadership, governance and organizational change. It’s all about finding solutions that optimize operations and reduce costs, helping organizations respond more effectively to changing business needs, and spurring innovation and growth through better information management. This powerpacked roundtable will provide practical insights on how companies can balance the need for anytime, anywhere data with the realities and demands of the corporate environment and challenged IT budgets. Key Learning Points: • Learn innovative solutions that optimize operations and reduce costs • Hear proven strategies from CxO’s that are driving competitive advantage • Gain insights into the key forces that are enabling growth in global sourcing
networking luncheon
thursday, July 18
12:30 – 1:20 pM
closing remarks
thursday, July 18
1:20 – 1:30 pM
Limited Seating, Register today at www.worldbpoforum.com
15
Sponsors: Diamond Sponsor :
Platinum Sponsor :
Executive Reception Sponsor :
breakfast Sponsor :
Sapphire/Country Sponsors:
Limited Sponsorships Available for Select Service Providers & Country Representation If your organization is interested in developing new business, the World BPO/ITO Forum provides a powerful face-to-face relationship building platform. There is still time to maximize your exposure to our high-quality audience. Contact your account manager today! Kartik Kilachand, CEO & Co-Founder: kartik@worldbpoforum.com Salil Mohan, VP of Business Development: salil@worldbpoforum.com Rajiv Tandon, Senior VP – India Operations: rajiv.tandon@worldbpoforum.com
Meet & Network with BPO/ITO Decision-Makers The World BPO/ITO Forum program agenda and networking activities are designed to enable buyers and sellers of BPO and ITO services to meet each other and discuss business. Sample list of current registrants:
@WalmartLabs – ADP – American Express – Ascension Health Shared Services – Bank Leumi USA – Citigroup Inc. – Covance, Inc. – Deutsche Bank – Exante – GE Capital Real Estate – HSBC – JPMorgan Chase – Leo Burnett Worldwide – Mercer – MetLife – MMC – Morgan Stanley – NASA – NCS Technologies, Inc. – New York Life Insurance – Omnicare Associtates, Ltd – Pfizer Inc. – Pitney Bowes Inc. – Prudential – Purdue Pharma – Societe Generale – The McGraw-Hill Companies – Thomson Reuters – UBS AG – UnitedHealth Group – and more.
16
World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
Partners: Strategic Partners:
Media Partners:
Educational/Research Partner :
Alliance Partners:
速
United Nations Office for Partnerships
Pre-Set Your Meetings for the Forum The World BPO/ITO Forum developed a centralized website in which Enterprise Practitioner category delegates will have the capabilities to initiate connections with other attendees, speakers and sponsors before, during and after the event. The site will allow these delegates to see who else is coming, request appointments, maintain schedule, and send messages to those they would like to connect with.
Join the World BPO/ITO Forum LinkedIn group
http://www.linkedin.com/groupRegistration?gid=2848232
Follow us @WorldBPOITO
Limited Seating, Register today at www.worldbpoforum.com
17
Registration To Register, go to www.worldbpoforum.com • •
All attendees are required to register for the event. All registration requests will be reviewed and approved based on meeting the required criteria.
Qualifications to Attend Seating is limited and by invitation only. To ensure a high quality peer-to-peer environment, all delegates are required to be employed by global corporations with the following titles: • • • • • • •
CEOs/Presidents CIOs/CTOs, Heads of IT COOs, Heads of Operations CFO, Heads of Finance SVPs/VPs of Vendor Management SVPs/VPs of Sourcing Business-unit Heads/ General Managers
Enterprise Practitioner:
FEE: $995.00
BPO/ITO Service Provider or Consultant:
FEE: $2,995.00
Government / Country Representative:
FEE: $2,995.00
Other (Academia, Analyst, Media, non-Profit, Association etc.)
FEE: $995.00
You are a person who represents a company that uses or intends to use outsourcing business/IT services, and your company DOES NOT provide such services nor provides consulting services. Your company is not a sponsor of the event, nor a BPO/ITO service provider or consultant. Your company is not a sponsor of the event, but you are a representative of a company that provides BPO, ITO or other sourced services to enterprise clients INCLUDING advice and/or consultation. You are a government official or country representative.
You are not an enterprise practitioner looking to purchase BPO/ITO services, nor does your company offer BPO/ITO or consultancy services.
Cancellation Policy All cancellations and refund requests must be received in writing by June 30, 2013. Refunds will not be issued for cancellations made after this date regardless of registration date or for no shows. Refunds will be issued within 45 days after the conference, and a 5% processing fee will be deducted. Substitutions from the same company will be accepted in writing without penalty. Registration Questions? Please contact shelley@worldbpoforum.com
Conference Venue:
The World BPO/ITO Forum will be taking place at the New York Athletic Club (NYAC). New York Athletic Club (NYAC), City House, 180 Central Park South, New York, NY 10019 Tel: (212) 247-5100 www.nyac.org Located at 180 Central Park South, the New York Athletic Club’s Manhattan home occupies one of the finest locations in the city. Known among members as “the City House”, it boasts panoramic views of Central Park and is ideally situated for those wishing to take advantage of all the sights and sounds that the New York City House has to offer. A 15 minute stroll in any direction can take a visitor to the bright lights of Times Square and the Theater District, to the shopper’s paradise of Fifth Avenue, to the intriguing expanses of the Metropolitan Museum of Art, and to the bustling restaurants of Columbus Avenue. Complete with 24 floors housing every athletic, recreational and leisure facility imaginable, the City House is the NYAC’s heart and soul in New York City.
Hotel: JW Marriott Essex House (Next door to NYAC) Celebrating over 80 years of luxury on Central Park South, the historic JW Marriott Essex House first opened its gilded doors in 1931. This Manhattan landmark has recently completed a $90 million refurbishment program that pays homage to its classic Art Deco heritage. The stylish Essex Rooms offer quiet interior views - perfect for guests looking for some relaxation. The newly renovated rooms feature custom-designed furniture, with alligator-print leather accents and exotic honey-toned wood veneers. Beautifully-appointed cabinetry units with leather-wrapped handles offer both desk and drawer space, and the bathroom features a jewel-toned amber-colored glass vessel sink.
18
World BPO/ITO Forum • 2013 Summit • July 17–18, 2013 • New York, NY
AVAILABLE ROOM RATE —
USD $359.00 plus taxes per night Contact: Ashley Fuller World BPO/ITO Forum Housing Manager c/o Meeting Management Associates Tel: 607-674-2666, Ext 208 Email: WorldBPO@mma-inc.com www.worldbpoforum.com/accommodation.aspx
6TH ANNUAL
WORLD BPO/ITO FORUM July 17-18, 2013 | New York, NY USA
6TH ANNUAL
WORLD BPO/ITO FORUM July 17-18, 2013 | New York, NY USA
Limited Seating, Register today at www.worldbpoforum.com
19
6TH ANNUAL
WORLD BPO/ITO FORUM July 17-18, 2013 | New York, NY USA
Smartsourcing: Leveraging Collaboration & Innovation World BPO/ITO Forum 2013 Speakers To Date — May 14, 2003 Name Title Company PK Agarwal CEO TiE Global Roberto Bennett Head of Investment Promotion Uruguay XXI Lee Coulter CEO Ascension Health Shared Services Eme Essien Acting Director Rockefeller Foundation, Nairobi Tsvi Gal CTO Morgan Stanley David Grimme Global Head of Service Delivery HSBC Alan Guibord Chairman & Founder The Advisory Council (TAC) Katie Gove Managing Director Trellis Steve Hufford CEO Society for Information Management (SIM) International Angelo Incorvaia CIO
Bank Leumi
Leila Janah Founder Samasource Robert Janssen Managing Director Outsource Brazil Sarajit Jha Chief Operating Officer Tata Business Support Service (TBSS) Gopal Khanna Senior Fellow University of Minnesota Harvey Koeppel President Pictographics, Inc. Vivek Kundra Executive Vice President of Emerging Markets Salesforce.com Chief Information Officer United States (2009-2011) Jerry Luftman Professor & Managing Director Global Institute for IT Management Partha Mishra Managing Director UnitedHealth Group – Global Sourcing & Delivery (GSD) Karen Morris
former CIO AIU Holdings
James Noble Author former CIO Talisman Energy, GM, AOL, GE, BP and Altria; Principal The Advisory Council Madan Padaki Chairman & Co-Founder Head Held High Raj Patil CEO
aSpark
Len Peters CIO
Yale University
Sasi Pillay CTO, Office of the CIO NASA Ben Pring Center for the Future of Work Cognizant Technology Solutions Ram Rampalli Director
@WalmartLabs
Soumitra Rathod Corporate VP, Vendor Governance New York Life Insurance Atefeh Riazzi General Manager & CIO New York City Housing Authority Paul Roehrig, Ph.D. Center for the Future of Work Cognizant Technology Solutions Pumela Salela
Board Member Global Sourcing Council
Steven Sheinheit
former CIO
JPMorgan Chase, MetLife, QBENA
Sanjeev Sinha President CRISIL Global Research & Analytics Ben Trowbridge CEO Alsbridge Beppe Urso Executive Vice President, Strategic Sourcing Leo Burnett Worldwide Andrew Wasser Assoc. Dean, School of Information Systems & Management Carnegie Mellon University Lisa Wright VP Enterprise Vendor Governance & Sourcing Prudential (more to come)
www.worldbpoforum.com