SNAPSHOTS FROM THE 2011 CONFERENCE
2 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA
5th ANNUAL WORLD BPO/ITO FORUM OF F SHORING PL AT F ORM F OR CIOS / CF OS
SMARTSOURCING:
The Prize is Elusive…But It’s Sure Worth the Effort! Uncertain economic moves, the rise of protectionism and the growing demand for leveraging global resources are among the forces that will shape our economy in the years ahead. The World BPO/ITO Forum assembles some of the leading thinkers on the political, economic and technical aspects of sourcing for an open debate and offers a practical guide to navigate in today’s uncertain times. Sourcing is increasingly becoming part of a company’s core business agenda. Whether your organization is a current user of global sourcing or you are considering such a move, the World BPO/ITO Forum is the right platform to get a perspective from around the globe: from India to the Philippines, from Brazil to China. The World BPO/ITO Forum brings both strategic and operational issues to the fore and provides solutions to address the needs of CIOs, CFOs and CEOs. This event offers an extraordinary ROI – these hard-won insights can save a typical mid-cap company 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:
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WBPO/ITO Forum is the only off-shoring thought-leadership forum designed for large U.S. companies
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Learn what works and what doesn’t in a multi-vendor environment
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Hear real life case studies and insights from global leaders
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Build valuable global relationships with the right partners
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Discuss many near-shoring and far-shoring solutions in the Country Pavilions
REGISTER TODAY at www.worldbpoforum.com
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BOARD OF DIRECTORS Executive Chairman:
World BPO Forum Founders:
Jim Noble SVP Talisman Energy
Babu Lal Jain Co-founder The World BPO Forum, Inc.; Chairman, WICS
Tsvi Gal CTO Bridgewater Associates
Wendell Jones CEO SIM International (Society for Information Management)
Kartik L. Kilachand CEO & Co-founder The World BPO Forum, Inc.
Executive Vice-Chairs:
Harvey Koeppel Executive Director Center for CIO Leadership
Executive Steering Committee: R. Lee Coulter CEO, Shared Service Organisation Ascension Health
Guy Pujol SVP, Chief Architect & Chief Development Officer for Retail Financial Services JP Morgan Chase
Alan Guibord Chairman & Founder The Advisory Council (TAC)
Beppe Urso EVP, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide
Emmet B. Keeffe III CEO & Co-founder iRise
Peter Whatnell CIO Sunoco, Inc.
Executive Vice-Chairs, India:
D.K. Sareen Executive Director ESC
Bill Mitchell Director, Global Platform Services Deutsche Bank
CONTACT US World BPO/ITO Forum
D.S. Rawat Secretary General ASSOCHAM
J.C. Luther Former Deputy Governor Reserve Bank of India RBI
www.worldbpoforumcommunity.com
4 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA
Kartik Kilachand / Sameer Hutheesing 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
NETWORKING RECEPTION
WHO WILL ATTEND
TUESDAY • JUNE 26
Seating is limited. To ensure a high-quality, peer-to-peer environment, delegates will be:
6:30 – 8:30 PM
Manhattan Ballroom, 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 Business-unit Heads/ General Managers
EXECUTIVE ADVISORY COUNCIL
P.K. Agarwal CEO TiE Global
Gary Beach Publisher Emeritus CIO Magazine
Mike Belak CIO Metropolitan Regional Information Systems
Rob Cayzer
Robert Janssen Managing Partner Outsource Brazil
Len Peters Associate Vice President & University CIO Yale University
Dawid Jarosz Operations Director Association of Business Service Leaders (ABSL)
Sasi Pillay CTO, Office of the CIO NASA
Soumitra Rathod VP, Worldwide IT Sourcing The McGraw Hill Companies, Inc.
Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies
Zia Khan VP, Strategy and Evaluation Rockefeller Foundation
Gopal Khanna Senior Fellow University of Minnesota
Director of Business & Market Development MDeC, Malaysia
Dinyar Devitre Board of Directors & former CFO Altria Group, Inc.
Valentin Makarov President RUSSOFT Association
Attila Suhajda President Hungarian Services & Outsourcing Association
Peggy Fechtmann EVP, Global Operations MetLife Technology & Operations
Karen Morris former CIO AIU Holdings
Andrew Wasser Associate Dean, School of Information Systems & Management Carnegie Mellon University
Joe Held SVP & Global CIO Reader’s Digest Association, Inc.
Raj Patil former President MphasiS
Lisa Wright VP Enterprise Vendor Governance & Sourcing Prudential
REGISTER TODAY at www.worldbpoforum.com
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KEYNOTE PRESENTATIONS TUESDAY • JUNE 26 9:15 – 10:15 AM OPENING KEYNOTE
TBA 12:45 – 1:45 PM LUNCHEON KEYNOTE
IBM 4:15 – 5:05 PM KEYNOTE
Winning at The Shift Point: New Process and Technology Architectures Will Unlock New Business Value
Ben Pring AVP, Center for the Future of Work Cognizant Technology Solutions
Paul Roehrig, PhD, AVP Corporate Strategy Cognizant Technology Solutions
SUMMARY
Social, economic, and technological disruption has brought us to a “shift point” resulting in the emergence of new ways of conducting enterprise work. Business and technology decision makers are realizing there is an unprecedented set of new opportunities available to differentiate and deliver value within this shift. New ways of integrating business processes and technology are sharpening operational efficiency helping unlock disruptive levels of enterprise value.
5:15 – 6:15 PM CLOSING KEYNOTE
The Global Economy and the Future of Everything National
Robert Reich Professor of Public Policy, University of California at Berkeley; former Secretary of Labor under President William J. Clinton
SUMMARY
Corporations are headquartered anywhere, brands and franchises circle the globe, and talented employees come from all over the world. The emerging global economy offers unusual opportunities. But it also poses new hazards, and a downturn affects different markets in different ways. Even with the global slowdown, China remains one of America’s largest creditors and is becoming the manufacturing center of the world. India is fast becoming a world center for software development. These two countries will fundamentally alter the way the world does business. Meanwhile, the slow global recovery is obscuring one of the most important demographic and business trends in the world: the development of a new global middle class. This new middle class will create new tensions and difficult negotiations as they drive global economic shifts and place new demands on their governments. Robert Reich will explain these emerging forces and cover how businesses can make the most of the new opportunities while minimizing the hazards, whether the U.S. should care that China and India will displace it as the largest economy and center for high-tech development and how the new global middle class will impact global politics.
6 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA
KEYNOTE PRESENTATIONS WEDNESDAY • JUNE 27 8:45 – 9:35 AM OPENING KEYNOTE/FIRESIDE CHAT
The Enterprise of the Future
Lynda Applegate Sarofim-Rock Professor of Business Administration; Unit Head, Entrepreneurial Management and Chair, OPM Harvard Business School
SUMMARY
Professor Applegate will discuss highlights from her current research and recent publications which focus on the challenges of building new ventures and leading radical business innovation in the face of significant industry, technological, capital market, and regulatory turbulence. Another key area of Lynda’s research examines emerging governance models to support inter-firm collaborative innovation.
9:40 – 10:40 AM KEYNOTE
Toby Redshaw former Global CIO American Express Company
1:00 – 1:50 PM LUNCHEON KEYNOTE
TBA
NETWORKING RECEPTION TUESDAY • JUNE 26 6:30 – 8:30 PM New York Athletic Club (NYAC) Manhattan Ballroom, 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.
REGISTER TODAY at www.worldbpoforum.com
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CONFERENCE-AT-A-GLANCE TUESDAY • JUNE 26 8:00 - 9:00 AM
REGISTRATION & BREAKFAST BUFFET
9:00 - 9:15 AM
OPENING REMARKS – Babu Lal Jain, Co-Founder, World BPO/ITO Forum, Inc.; Chairman, WICS Kartik Kilachand, Co-Founder, World BPO/ITO Forum
WELCOME ADDRESS – Presented by Jim Noble, Chairman, World BPO/ITO Forum
9:15 - 10:15 AM
OPENING KEYNOTE: TBA
10:25 - 11:15 AM
GLOBALIZATION & LEADERSHIP TRACK
The Consumerization of IT and its Impact on Global Sourcing Strategies Moderator: Emmet B. Keeffe III, iRise
SOURCING STRATEGIES & BEST PRACTICES TRACK Harnessing the Power of Globalization: The Present and Next Generation of Outsourcing Destinations Moderator: P.K. Agarwal, TiE Panelists: Muthusamy Gurusamy, Hachette Book Group; Philip Taylor, University of Strathclyde Business School (Scottish Development International)
11:25 - 12:15 PM
The Economic and Social Impact of Global Sourcing: Getting the Complete Picture Moderator: Zia Khan, Rockefeller Foundation Panelists: Jeremy Hockenstein, Digital Divide Data; Leila Janah, Samasource; Pumela Salela, formerly World Bank
How Cloud Will Drive the Need for a Resilient Sourcing Strategy Moderator: David Tapper, IDC Panelists: Bill Mitchell, Deutsche Bank; Len Peters, Yale University; Raj Patil, formerly MphasiS
12:15-12:45 PM
BREAK – Visit Sponsor Showcase & Country Pavilion
12:45 - 1:45 PM
LUNCHEON KEYNOTE – IBM
1:45 - 2:15 PM
DESSERT – Visit Sponsor Showcase & Country Pavilion
2:15 - 3:05 PM
GLOBALIZATION & LEADERSHIP TRACK
SOURCING STRATEGIES & BEST PRACTICES TRACK
Multi-Vendor Approach to Global Sourcing: How to Balance Risks and Returns by True Relationship Management Moderator: Beppe Urso, Leo Burnett Worldwide Panelists: Suzanne Aquino, UBS AG; R. Lee Coulter, Ascension Health; Georges Diserens, formerly, Philip Morris International
Will NearShore be the New OffShore?: Managing a Multi-Location Portfolio Moderator: Julia Santos, Johnson & Johnson Panelists: Robert Janssen, Outsource Brazil Andrew Wasser, Carnegie Mellon University
3:15 - 4:05 PM
The Evolving Role of the CIO: From IT Cost Center Manager to Business Savvy C Suite Executive Moderator: Harvey Koeppel, Center for CIO Leadership Panelists: Joe Held, Reader’s Digest Association, Inc.; Atefeh Riazi, New York City Housing Authority
Beyond Traditional Performance Engagement Tools: Metrics & Measurement in Offshoring Moderator: R. Lee Coulter, Ascension Health Panelists: Danielle Fox de Aguilar, Microsoft
4:15 - 5:05 PM
KEYNOTE: Winning at The Shift Point: New Process and Technology Architectures Will Unlock New Business Value Ben Pring, AVP, Center for the Future of Work Paul Roehrig, PhD, AVP, Corporate Strategy, Cognizant Technology Solutions
5:15 - 6:15 PM
CLOSING KEYNOTE – The Global Economy and the Future of Everything National Robert Reich, Professor of Public Policy, University of California at Berkeley; former Secretary of Labor under Bill Clinton
6:15 - 6:30 PM
CLOSING REMARKS – Presented by Jim Noble, Chairman, World BPO/ITO Forum
6:30 - 8:30 PM
EXECUTIVE RECEPTION – Admittance by Conference Badge
8 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA
WEDNESDAY • JUNE 27 8:00 - 8:30 AM
REGISTRATION & BREAKFAST BUFFET
8:30 - 8:45 AM
OPENING REMARKS/WELCOME ADDRESS – Jim Noble, Chairman, World BPO/ITO Forum
8:45 - 9:35 AM
OPENING KEYNOTE – The Enterprise of the Future – Lynda Applegate, Sarofim-Rock Professor of Business Administration; Unit Head, Entrepreneurial Management and Chair, OPM, Harvard Business School
FIRESIDE CHAT – Lynda Applegate, Harvard Business School; Jim Noble, Chairman, World BPO/ITO Forum; Harvey Koeppel, Vice Chair, World BPO/ITO Forum
9:40 - 10:40 AM
KEYNOTE – Toby Redshaw, former Global CIO, American Express Company
10:40 - 11:00 AM
COFFEE BREAK – Visit Sponsor Showcase & Country Pavilion
11:00 - 11:20 AM
SPECIAL PRESENTATION – Crowdsourcing for the Enterprise Lukas Biewald, CrowdFlower
11:20 - 11:30 AM
Presentation by Poland
11:40 AM - 12:30 PM GLOBALIZATION & LEADERSHIP TRACK
New Service Delivery Model Strategy and Implementation: How to Minimize Risk and Maximize Opportunity Moderator: Gopal Khanna, The University of Minnesota Panelists: Soumitra Rathod, The McGraw-Hill Companies; Dr. Gad Selig,Ph.D., University of Bridgeport
12:30 - 1:00
BREAK: Visit Sponsor Showcase & Country Pavilion
1:00 - 1:50 PM
LUNCHEON KEYNOTE: TBA
2:00 - 2:50 PM
GLOBALIZATION & LEADERSHIP TRACK
CIO ROUND TABLE – Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility; Cloud Computing and Social Networking Moderator: Gary Beach, CIO Magazine Panelists: Michael Belak, Metropolitan Regional Information Systems (MRIS); Dr. Sasi Pillay, NASA; Joe Simon, Conde Nast
3:00 - 3:50 PM
What are the Key Game Changers for ITO and BPO Moving Forward? Evolutionary OR Disruptive? Moderator: Alan Guibord, TAC (The Advisory Council) Panelists: Angela Yochem, AstraZeneca
4:00 - 4:50 PM
Strategic Sourcing & Competitiveness: From a US Perspective Moderator: Bill Mitchell, Deutsche Bank Panelists: Peggy Fechtmann, MetLife Technology & Operations
4:50 - 5:00 PM
CLOSING REMARKS – Jim Noble, Chairman, World BPO/ITO Forum
REGISTER TODAY at www.worldbpoforum.com
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SESSIONS – JUNE 26 GLOBALIZATION AND LEADERSHIP TRACK 10:25 – 11:15 AM
The Consumerization of IT and its Impact on Global Sourcing Strategies MODERATOR:
Emmet B. Keeffe III CEO & Co-founder iRise
In the current IT landscape, global 2000 organizations are demanding accelerated time to market and world-class design on application development projects. Business stakeholders want IT to provide solutions with the ease and elegance of iPhone-iPad mobility applications and web services like Google/Facebook. The process is further complicated when a majority of the software development in an organization is being executed by a service provider located thousands of miles away. Companies with a global sourcing strategy need to figure out how to “test drive” their applications as they are being developed, thus not only cutting costs but more importantly speeding time to market. This shift in demand is what many term “The Consumerization of IT,” and it has profound implications on which institutions will be able to emerge on top in today’s volatile economy. Key Learning Points: •
Hear prevailing challenges faced by IT organizations
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Understand acute areas affected by this trend including enterprise mobility and business analytics
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Learn key levers for meeting these “consumer IT” demands
11:25 AM – 12:15 PM
The Economic and Social Impact of Global Sourcing: Getting the Complete Picture MODERATOR:
Zia Khan VP, Strategy and Evaluation Rockefeller Foundation
PANELISTS:
Jeremy Hockenstein, CEO & Co-Founder, Digital Divide Data Leila Janah, Founder, Samasource Pumela Salela, former Consultant, World Bank
The lack of employment opportunities across the globe prevents many people from meeting their basic needs. While increased global trade has helped people improve their lives around the world, many have been left out of the opportunities and are increasingly vulnerable to sudden changes in their circumstances. At the same time, advances in technology, infrastructure and education across the globe have led to opportunities to create jobs in the BPO sector for those who otherwise don’t tap into globalizations benefits. The emergence of Impact Sourcing which is sourcing that employs poor and vulnerable people who otherwise wouldn’t have the opportunity for sustainable employment has the potential to increase incomes and family investment in health care and education. In addition, Impact Sourcing has the business benefit of reducing costs by up to 40 percent due to wage differentials and reduced attrition rates. This panel will explore the economic and social impacts of Impact Sourcing from various perspectives, including potentially unintended negative consequences. Key Learning Points:
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Recognize how Impact Sourcing offers more opportunities to poor and vulnerable people and increases their resilience
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Realize the potential for Impact Sourcing to create a “race to the bottom” and learn how it can be mitigated
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Clarify the role of the government, private sector, foundations and multilateral organizations in managing Impact Sourcing
WORLD BPO/ITO FORUM
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2012 SUMMIT
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June 26–27, 2012
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NYAC
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New York City, NY USA
GLOBALIZATION AND LEADERSHIP TRACK 2:15 – 3:05 PM
Multi-Vendor Approach to Global Sourcing: How to Balance Risks & Returns by True Relationship Management MODERATOR:
Beppe Urso Executive Vice President, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide
PANELISTS:
Suzanne Aquino, Executive Director in the Outsourcing & Offshoring Function of Supply and Demand Management, UBS AG R. Lee Coulter, Senior Vice President, Ascension Health; CEO, Ascension Health Shared Services Georges Diserens, former CIO, Philip Morris International
Peter Drucker said that processes not core to a company should be managed by someone else. This is correct, but it has to be done in a true partnership. In this panel session, you will learn how to build an effective Relationship Model and define a reliable, risk mitigating, delivery model. We will examine how to design, understand and utilize a multi-sourcing/multi-vendor approach for your best results. Key approaches to measuring partnership results will also be a core focus. Drawing upon their experiences, the panelists will share with you best practices and pitfalls to avoid to achieve a more effective and efficient multi-vendor approach to global sourcing. Key Learning Points: •
Hear leading experts share their experiences and major learning’s
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Gain strategic insight from both supplier and client perspective
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Learn the CIO and CPO point of view on managing the multi-vendor approach
3:15 – 4:05 PM
The Evolving Role of the CIO: From IT Cost Center Manager to Business Savvy C Suite Executive MODERATOR:
Harvey Koeppel Executive Director Center for CIO Leadership
PANELISTS:
Joe Held, SVP & Global CIO, Reader’s Digest Association, Inc. Atefeh Riazi, Acting General Manager & CIO, New York City Housing Authority
The panel will explore the opportunities and challenges faced by today’s CIOs as they embrace and leverage the rapidly changing landscape of business and information technology within the global marketplace. Trends such as the impact of the availability and adoption of mobile devices, new government regulations and requirements for increased transparency and the consumerisation of IT within today’s enterprises will be discussed within the context of how these trends have been and will continue to impact the role of the CIO and how CIOs can seize these opportunities to drive true transformation initiatives across their enterprise. Key Learning Points:
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Discover an understanding of the current state of the role of the CIO based upon primary research recently conducted by the Center for CIO Leadership
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Learn skills and competencies that CIOs need to acquire in order to move their role from one that his primarily tactical to one that also includes significant focus upon strategy, innovation and enterprise leadership
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Hear specific examples of CIOs and enterprises that have embraced the new normal and thrived during this recent period of unprecedented change
REGISTER TODAY at www.worldbpoforum.com
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SESSIONS – JUNE 26 SOURCING STRATEGIES & BEST PRACTICES TRACK 10:25 – 11:15 AM
Harnessing the Power of Globalization: The Present and Next Generation of Outsourcing Destinations MODERATOR:
P.K. Agarwal CEO TiE PANELISTS:
Muthusamy Gurusamy, Director, Project Management Office, Hachette Book Group Philip Taylor, Professor of Work & Employment Relations, University of Strathclyde Business School (Scottish Development International)
The global outsourcing industry is expected to grow to $480 billion in the next four years with a CAGR of over 8.3%. This spectacular growth in this market helps new entrants succeed without necessarily making it a zero sum game. However the value proposition needs to very clearly defined and understood. Many of the newer entrants are offering a very compelling value proposition. As the market grows larger, each player is positioning itself in a different spectrum of the value chain, thus making it more complex for buy side decision makers. This panel session will help bring clarity to the evolving nature of the marketplace and offer a road map for making smart choices from some of the key off shoring destinations. Key Learning Points: •
Learn the shape of the future of the Outsourcing Industry
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Determine how different suppliers are positioning and their value proposition
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Hear tips for making smart choices
11:25 – 12:15 PM
How Cloud Will Drive the Need for a Resilient Sourcing Strategy MODERATOR:
David Tapper VP, Outsourcing and Offshore Services Market Research IDC
PANELISTS:
Bill Mitchell, Global IT (Director, Platform Services), Deutsche Bank; former CIO, Warner Music Raj Patil, former President, MphasiS Len Peters, CIO, Yale University
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:
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Discover where within a customer organization will enterprises need to invest in order to create an effective cloud sourcing strategy
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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
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Understand key characteristics to look for in providers of cloud services that will help ensure creating a resilient sourcing strategy
WORLD BPO/ITO FORUM
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2012 SUMMIT
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June 26–27, 2012
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NYAC
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New York City, NY USA
SOURCING STRATEGIES & BEST PRACTICES TRACK 2:15 – 3:05 PM
Will NearShore be the New OffShore? Managing a Multi-Location Portfolio MODERATOR:
Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies
PANELISTS:
Robert Janssen, Managing Partner, Outsource Brazil Andrew Wasser, Associate Dean, School of Information Systems and Management, Carnegie Mellon University
The troubling global economy has forced companies to rethink and challenge themselves to be more strategic, efficient and effective. To increase market share, companies look at growing developing and emerging markets. Over the years, we have seen organizations offshore functions to India and China, for example, as a means to achieving business advantage. However, as multinationals face difficulties within offshoring regions, there has been a push towards Nearshoring as an alternative. Key Learning Points: •
Uncover the advantages and disadvantages of offshore vs. nearshore
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Understand key considerations for managing multi-location smartshoring (combination of both)
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Determine and recognize and recognize risks to better manage the multi-location portfolio
3:15 – 4:05 PM
Beyond Traditional Performance Engagement Tools: Metrics & Measurement in Offshoring MODERATOR:
R. Lee Coulter SVP, Ascension Health; CEO, Ascension Health Shared Services PANELISTS:
Danielle Fox de Aguilar, Director, Strategic Sourcing & Supplier Management, OCIO, Microsoft
As all aspects of a shared service organization are being pushed for greater value, enterprises that have made the decision to use off-shore delivery models are looking at how they measure the total contribution of an off-shore center. The typical measures of staff augmentation effective hourly rate are not giving leadership the true picture of their off-shore organization. In both ITO and BPO, companies are looking for ways to measure work output, total cost and quality. Managing off-shore resources to ever higher levels of contribution requires different techniques and skills. Learn how leading practitioners are raising the stakes for their offshore delivery capability. Key Learning Points:
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Discover management practices that lead to increased performance of off-shore delivery
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Understand metrics that measure value rather than cost
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Increase value by upskilling off-shore leaders and on-shore counterparts
REGISTER TODAY at www.worldbpoforum.com
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SESSIONS – JUNE 27 11:00 – 11:20 AM
SPECIAL PRESENTATION –
Crowdsourcing for the Enterprise
MODERATOR:
Lukas Biewald Chairman and Founder CrowdFlower
Businesses of all sizes have large-scale information needs that require human assistance to ensure accuracy and integrity of information. Whether it be collecting and correcting data, categorizing information, or even creating content, businesses require accurate information and organized data. Enterprise crowdsourcing offers the ability to distribute tasks to a large group of contributors with automated management and quality control in order to streamline many large-scale business projects. Key Learning Points: • Understand what applications are best for crowdsourcing • Learn how crowdsourcing. provides faster, more accurate and cost efficient results • Hear real world case studies to show how crowdsorucing can help your business
11:30 – 11:30 AM
Presentation by Poland GLOBALIZATION AND LEADERSHIP TRACK 11:40 AM – 12:30 PM
New Service Delivery Model Strategy and Implementation: How to Minimize Risk and Maximize Opportunity MODERATOR:
Gopal Khanna Senior Fellow, Technological Leadership Institute The University of Minnesota; former CIO State of Minnesota
PANELISTS:
Soumitra Rathod, VP, WW IT Sourcing Strategy, The McGraw-Hill Companies Dr. Gad Selig, PhD., Associate Dean, Business Development, University of Bridgeport
Both ITO and BPO continue to evolve as industries. Client organizations are becoming more sophisticated. They are able to do more for themselves, and expect more from their providers. The greatest pressure and next frontier for shared services (whether outsourced or not) is in data and analytics. This has moved up to become the primary new objective of these functions beyond basic service delivery and process excellence. The expectation is that shared service organizations can stimulate process transformation outside of the center that improves effectiveness and competitive advantage of the client organization. In another word, companies are demanding innovation from their shared services. There is growing understanding that common outsourcing structures struggle to deliver real innovation. Outsourcers are not unsurprisingly focused on innovation within the delivery scope while clients want innovation from the delivery organization that provides value elsewhere in the client organization. This is driving a blending of internal shared services leadership and capability interwoven with outsourcer’s areas of strength. This takes the forms of Captive Hybrid and Outsourced Hybrid models. Both of these hybrid models enable a more agile delivery that can shift and respond more quickly to client competitive pressures. They also place client leadership in a place where access to data and the active management of analytics can be focused on process effectiveness outside of the core scope. The risk-reward evaluation for outsourcing is changing. Costs are increasing for suppliers, risk for the clients is increasing, and expectations are moving up the value chain. Outsourcers must rapidly adopt a new kind of relationship with clients, recognizing what they can contribute well, and weaving together more complex ecosystems of delivery that cross the boundaries of onshore, nearshore, offshore delivery and embrace a new level of interdependence with the client.
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WORLD BPO/ITO FORUM
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2012 SUMMIT
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June 26–27, 2012
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NYAC
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New York City, NY USA
GLOBALIZATION AND LEADERSHIP TRACK 2:00 – 2:50 PM
CIO ROUND TABLE — Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility; Cloud Computing and Social Networking MODERATOR:
Gary Beach Publisher Emeritus CIO Magazine
PANELISTS:
Michael Belak, CIO, Metropolitan Regional Information Systems (MRIS) Dr. Sasi Pillay, CTO, Office of the CIO, NASA Joe Simon, CTO, Conde Nast
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 follow a new script. Customers do not want Service Providers to talk technology anymore. Service providers never talk about what they do, application support or infrastructure management; etc. that’s assumed. 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 power-packed roundtable will focus on how world class CIOs are integrating these influences into coherent enterprise IT strategies that produce secure and actionable intelligence driving competitive advantage. This session will also provide thoughtful yet 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.
3:00 – 3:50 PM
What are the Key Game Changers for ITO and BPO Moving Forward? Evolutionary or Disruptive? MODERATOR:
Alan Guibord Chairman & Founder TAC (The Advisory Council)
PANELISTS:
Angela Yochem, CTO, AstraZeneca
The top 4 game changers for strategic sourcing are: 1. Consumerization/personalization of IT 2. Changing financial models 3. Cloud 4. Enterprise Mobility While there isn’t a single disruptive game changer, taking the key influencers on the outsourcing industry, it is clear that the industry must evolve and quickly. Perhaps a better phrase might be “accelerated evolution”. The economy (labor cost, low cost location tax policy changes, etc.) is such that traditional outsourcing is less attractive financially and risk from long term contracting and other geopolitical instability place constant pressure on outsourcers to look for new delivery models. Economic cycles are also getting shorter and shorter based on global events. Add to that the growing ecosystem of new providers, cloud/SaaS delivery enabling tech and industrialized services and outsourcers have to move quickly to keep up. The incoming workforce has expectations of consumer friendly, always available services delivered in the cloud, and corporate headquarters are looking for innovation well beyond delivery optimization.
What may become disruptive for outsourcing is the delivery model being embraced by the up and coming outsourcing providers that overcome many of these challenges out of the gate. Deals are getting smaller, shorter, and more of them are going to new logos that have built a service delivery capability more adaptable to these pressures than the big guys. The question is whether the big guys can change their game fast enough to keep their industry leading positions.
REGISTER TODAY at www.worldbpoforum.com
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SESSIONS – JUNE 27 GLOBALIZATION AND LEADERSHIP TRACK 4:00 – 4:50 PM
Strategic Sourcing & Competitiveness: From a US Perspective MODERATOR:
Bill Mitchell Global IT (Director, Platform Services) Deutsche Bank; former CIO Warner Music
PANELISTS:
Peggy Fechtmann, Executive Vice President, Global Operations, MetLife Technology & Operations
If perception is 9/10 of reality, then “Sourcing = Outsourcing” to the average American worker. This panel will examine the “glass half-empty” versus “half-full” view of strategic sourcing from the U.S. perspective and its effect on corporate profits and competitive advantage. Is Global sourcing hurting U.S. economic recovery? Our own President fuelled this view in his State of the Union address citing an economy “weakened by outsourcing” and laying out remediation based on “American manufacturing… jobs for American workers” – protectionism or realism? But a more strategic view of ‘offshoring’ is beginning to emerge. The new buzzword is ‘transformational offshoring’ – making better use of skilled U.S. workers, gaining efficiency, productivity, & quality improvements resulting in sales growth. Thus, leading U.S. companies see this as an opportunity to turn around dying businesses; speed up pace of innovation and fund development projects that otherwise would not have been ‘affordable’. Simply put, a country should focus on what it does best. The U.S. is best at innovating and starting new businesses – can ‘strategic sourcing’ boost this efficiency? Can the case be made that other countries have benefited from outsourcing by U.S. companies and are now “returning the favor” with fast-expanding companies ready to leverage an affluent American market and creating new US jobs even during recession? Like it or not, the phenomenon of ‘Global Sourcing’ is here to stay. The challenge now is how best to ‘leverage’ it! These and other perspectives will be shared in this lively panel debate.
COUNTRY PAVILIONS
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WORLD BPO/ITO FORUM
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2012 SUMMIT
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June 26–27, 2012
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NYAC
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New York City, NY USA
SPONSORS Lead Anchor Sponsor:
Diamond Sponsor:
Platinum Sponsor:
Lunch Sponsors:
Strategic Partners:
Research Partners:
Media Partners:
Alliance Partners:
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United Nations Office for Partnerships
REGISTER TODAY at www.worldbpoforum.com
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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
ITO & BPO Practitioners:
FEE: $995.00
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 Sourcing, or equivalent • Business-unit Heads/ General Managers
ITO & BPO Service Providers, Consultants:
FEE: $2,995.00
– a person who represents a company that uses or intends to use outsourced business services. (Your company does NOT provide outsourcing or consulting services.) Conference registration include full access to event activities including keynotes, plenaries, sessions, sponsor showcase, networking receptions, meals and refreshments over the course of the two day event.
– a person who represents a company that provides BPO, ITO or other sourced services to an enterprise, including consultation services. We have a limited number of available conference passes available for purchase. Participation in the conference is otherwise by invitation only, and requires a sponsorship or participation package.
Cancellation Policy All cancellations and refund requests must be received in writing by May 27, 2012. 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: JUMEIRAH ESSEX HOUSE (NEXT DOOR TO NYAC) Celebrating over 80 years of luxury on Central Park South, the historic Jumeirah 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.
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WORLD BPO/ITO FORUM
•
2012 SUMMIT
•
June 26–27, 2012
•
NYAC
•
AVAILABLE ROOM RATE —
USD $319.00 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
New York City, NY USA
REGISTER TODAY at www.worldbpoforum.com
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5th ANNUAL WORLD BPO/ITO FORUM OF FSHORING PL AT FORM FOR CIOS / CFOS
WORLD BPO/ITO FORUM 2012 SPEAKERS As of April 21, 2012 NAME
TITLE
COMPANY
P.K. Agarwal
CEO former CTO
TiE; State of Cailfornia
Lynda Applegate
Sarofim-Rock Professor of Business Administration; Harvard Business School Unit Head, Entrereneurial Management; and Chair, OPM
Suzanne Aquino
Executive Director in the Outsourcing and Offshoring Function of Supply and Demand Management
UBS AG
Gary Beach
Publisher Emeritus
CIO Magazine
Michael Belak
CIO
Metropolitan Regional Information Systems
Lukas Biewald
CEO
Crowdflower
Rob Cayzer
Director of Business & Market Development
MDeC, Malaysia
R. Lee Coulter
CEO SVP
Ascension Health Shared Services; Ascension Health
Georges Diserens
former CIO
Philip Morris International
Peggy Fechtmann
Executive Vice President, Global Operations
MetLife Technology & Operations
Danielle Fox de Aguilar
Director, Strategic Sourcing and Supplier Management, OCIO
Microsoft
Tsvi Gal
CTO
Bridgewater Associates
Alan Guibord
Founder & CEO
The Advisory Council (TAC)
Muthusamy Gurusamy
Director, Project Management Office
Hachette Book Group
Joe Held
SVP & Global CIO
Reader’s Digest Association, Inc.
Jeremy Hockenstein
CEO & Co-Founder
Digital Divide Data
Leila Janah
Founder
Samasource
Robert Janssen
Managing Partner
Outsource Brazil
Dawid Jarosz
Operations Director
Association of Business Service Leaders (ABSL)
Wendell Jones
CEO
SIM International
Emmet B. Keeffe III
CEO & Co-founder
iRise
Zia Khan
VP, Strategy and Evaluation
Rockefeller Foundation
Gopal Khanna
Senior Fellow, Technological Leadership Institute
The University of Minnesota
Kartik Kilchand
CEO & Co-founder
World BPO/ITO Forum
Harvey Koeppel
Executive Director
Center for CIO Leadership
Babu Lal Jain Co-Founder Chairman
World BPO Forum, Inc. WICS
Valentin Makarov
President
RUSSOFT Association
Bill Mitchell
Director, Platform Services
Deutsche Bank
Karen Morris
former CIO
AIU Holdings
Jim Noble
SVP
Talisman Energy
Raj Patil
former President, BPO
MphasiS
Len Peters
CIO
Yale University
Sasi Pillay
CTO, Office of the CIO
NASA
Ben Pring
AVP, Center for the Future of Work
Cognizant Technology Solutions
Soumitra Rathod
VP, WW IT Sourcing Strategy
The McGraw-Hill Companies
Toby Redshaw
former Global CIO
American Express Company
Robert Reich
Professor of Public Policy former Secretary of Labor under President William J. Clinton
University of California at Berkeley;
Atefeh Riazi
Acting General Manager & CIO
New York City Housing Authority
Paul Roehrig, PhD
AVP, Corporate Strategy
Cognizant Technology Solutions
Pumela Salela
Former Consultant
World Bank
Julia Santos
Head of Worldwide Strategic Outsourcing
Johnson & Johnson Group of Consumer Companies
Dr. Gad Selig, PhD
Associate Dean, Business Development;
University of Bridgeport
Joe Simon
CTO
Conde Nast
Attila Suhajda
President
Hungarian Services and Outsourcing
David Tapper
VP, Outsourcing and Offshore Services Market Research
IDC
Philip Taylor Professor of Work and Employment Relations
University of Strathclyde Business School (Scottish Development International)
Beppe Urso
Executive Vice President, Global Director Client Compensation & Strategic Sourcing
Leo Burnett Worldwide
Andrew Wasser
Associate Dean, School of Information Systems and Management
Carnegie Mellon University
Peter Whatnell
CIO
Sunoco
Lisa Wright
VP Enterprise Vendor Governance and Sourcing
Prudential
Angela Yochem
CTO
AstraZeneca