IAOP - OWS21 | Program & Agenda

KEYNOTES

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WEDNESDAY, FEBRUARY 17

10:15AM – 11:00AM (EST)
RECALIBRATING FOR RESILIENCY - A DEEP DIVE INTO 2021 KEY ISSUES

Michel Janssen, Chief Research Officer, Everest Group
Amy Fong, Vice President, Everest Group

The COVID-19 pandemic disrupted the world as we knew it in 2020 affecting lives and livelihoods across the globe. It forced citizens and countries to find creative ways of living through lockdowns. Most significantly, it catapulted the world into the digital economy (just to stay connected and to survive) which has led to innovative business solutions and a new appreciation for geographic risk. This keynote address examines the impact of COVID-19 on the global economy; touches on the role of innovation in times of crises and opportunity and sets the scene for the need for greater leadership and cross-regional collaboration than ever before. This will be centered on the latest global research undertaken for IAOP by its research partner, Everest Group.

11:10AM – 11:40AM (EST)
2021 KEY ISSUES: AN ADVISOR VIEW

Moderator: Eric Simonson, Managing Partner of Research, Everest Group
Andy Sealock, Senior Director, WestMonroe
Jan Erik Aase, Partner and Global Head - ISG Provider Lens, ISG
Simon Tarsh, Head of BPO, Managing Director, Deloitte
Boris Abezgauz, Director, Strategy&

Everest Group’s keynote address will be followed by a panel discussion of advisors’ views on the future of the global technology and business services industry around the world.

11:45AM – 12:15PM (EST)
HOW BUSINESS CAN THRIVE WITH THE NEW BOUNDARYLESS WORK EXPERIENCE

Kerris Hougardy, Vice President, People Services, North America, Colliers
Charlotte Timms, Director, Workplace Advisory, Occupier Services, Americas, Colliers

The Future of Work is on everyone's minds. Join experienced leaders from Colliers and learn:

How do businesses go about attracting talent, if the location is no longer an issue?
Is culture sustainable across time and place?
What role does location now play?
What does the workplace need to provide that people can’t get at home?

2:10PM – 2:50PM (EST)
BUSINESS CONTINUITY IN THE NEW NORMAL: BUILDING THE RESILIENT ORGANIZATION

Victoria Pelletier, Vice President, North American Talent & Transformation, IBM
Gene Byrne, Delivery Leader, Global BPO, IBM

In the spring of 2020, IBM, along with the rest of the world, had to mobilize quickly to address the challenges of a new and deadly threat. To prevent disruption to the critical functions that thousands of clients have entrusted to us, we were put to the test as never before. This discussion focuses on how we achieved initial stability and what we have since learned about sustaining agility. The critical success factor for organizations in the Post-Pandemic world will be the resilience they build – not just through their processes and technologies – but through their people.

THURSDAY, FEBRUARY 18

10:15AM – 10:35AM (EST)
THE RISE OF THE IMAGINATION AGE: UNLOCKING THE NEW ERA FOR HUMAN CREATIVITY AND INNOVATION

Kevin Parikh, Chairman and CEO, Avasant

The digital revolution has fundamentally transformed all aspects of our lives, boosting productivity and unlocking trillions of dollars in economic output. With ongoing advancements in technology, the value creation of Digital will only continue to accelerate. The COVID-19 pandemic has further proven that Digital is a necessary pre-requisite to thrive in the global economy. We’ve seen that more digitally mature companies were able to overcome the challenges posed by this crisis and are better positioned to capitalize on the new opportunities coming out of it.

Digital is now the price of admission for doing business, and no longer a competitive differentiator.

So, what’s next? How can companies truly differentiate themselves in this Digital Age? What are the new requirements for success? Organizations need to go beyond digital and unleash the power of imagination to unlock a new era for human creativity and innovation. The Imagination Age will be about how can we leverage the digital foundations and technology omnipresence to profoundly transform human experiences.

2:05PM – 2:35PM (EST)
SOURCING IN 2021 - RECALIBRATING PRIORITIES

Atul Vashistha, Chairman, Neo Group and GBSBoard.org

Kathleen Terjesen, Vice President, Global Business Services, Bose
Mike Hicks, Senior Vice President and CIO, Emergent Holdings Inc

Covid has made enterprises re-evaluate their sourcing programs. Some of this was accelerated due to Covid and its impact on the business and partners. Other drivers have been the need to further digitize the business, enhance risk management, and rethink and renew engagements.

•   What are the new sourcing strategic priorities for 2021?
•   What does the increased attention to risk and resilience mean for sourcing?
•   How can sourcing be a strategic partner in the next evolution of business?

10:40AM – 11:00AM (EST)
GBS 2.0 - TRANSFORMING THE ENTERPRISE WITH AGILITY, SPEED, AND INNOVATION

Pari Natarajan, CEO, Zinnov

GBS 2.0 – Transforming the Enterprise with Agility, Speed, and Innovation COVID upended status quo to create new business realities, making enterprises and organizations to rethink, relook, and redefine – not just their strategies, but also their organizational structures. Shared Services, which was till now looked at as a siloed business unit, is now being redefined, to drive collaboration, agility, and innovation. A seismic shift is underway with technology acting as the catalyst and giving rise to multi-functional Global Business Services (GBS) organizations. Next-generation GBS organizations will be anchored on 5 key pillars – Portfolio Allocation, Global Centers of Excellence, Hyper Intelligent Automation, Intrapreneurial Leaders, and Innovation Pipeline, and will become critical levers of growth and transformation for the organization in the post-pandemic reality. Join Pari Natarajan, CEO, Zinnov, as he delves into the imperative for a new avatar of GBS and ‘how’ this can be enabled successfully

11:10AM – 12:05PM (EST)
LIGHTNING ROUNDS

These short, fast-paced sessions will focus on new advancements shaping the industry.

Attendees will hear from OWS21 Digital Technologies Partners on the latest innovations coming out of their organizations as well as what new technologies they see shaping the industry and driving the future

FRIDAY, FEBRUARY 19

10:15AM – 10:50AM (EST)
LAUNCH OF IMPACT SOURCING INITIATIVE IN SUPPORT OF VENEZUELAN REFUGEES AND THEIR HOST COMMUNITIES IN COLOMBIA

Gideon Maltz, Executive Director, Tent Partnership for Refugees
Debi Hamill, CEO, IAOP
Ana Karina Quessep, Executive President, BPrO

Five million people have fled instability and turmoil in Venezuela in recent years - with Colombia alone welcoming approximately 2 million Venezuelans. The Tent Partnership for Refugees, a global coalition of 140+ major companies committed to integrating refugees worldwide; BPro, the Colombian BPO Association; and IAOP, the global business process outsourcing association, are excited to launch the first impact-sourcing initiative to advance the integration of Venezuelan refugees in Colombia -- supporting the integration of Venezuelans alongside Colombians in the BPO sector. This session will highlight the BPO firms in Colombia that have already stepped up to this refugee crisis by hiring Venezuelans, as well as some of the business benefits of hiring this committed and resilient population.

10:55AM – 11:30AM (EST)
GOOGLE VIEW: THE ROLE OF ADVISORS IN IMPACT SOURCING

Alex Rochlitz, Vendor Strategy and Execution Partner Google
Randy Wiele, Managing Director, KPMG

Advisors touch more clients and buyers than anyone; their trusted status with clients (as well as their influence in the buyer and provider community) makes consultants the best-suited people to effectively expand Impact Sourcing. Given the lack of adoption, there is a big opportunity for firms to make this a priority. Hear from a champion of impact sourcing on the buy-side and a leader in the advisory space how developing impact sourcing solutions/opportunities is a sales project opportunity, as well as a huge selling point for RFPs and new business opportunities.

BREAKOUTS

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Wednesday, February 17 / 1:35PM – 2:05PM (EST)

Navigating the Path to Data Driven Finance Moderator: Nikhil Anand, Vice President and Client Executive, EXL; Mickey Coontz, VP, Head of Finance Data Strategy, New York Life Insurance Company; John Sheehan, Senior Manager, Johnson & Johnson; and Stephen Dine, Head of Global Data Management, EXL
Is Effective Collaboration in a Remote Environment REALLY Possible? Mary Lewis, COP, Manager, Sourcing, T-Mobile & Sara Musil, Manager, Sourcing Supply Chain Management, T-Mobile

Thursday, February 18 / 1:00PM – 1:30PM (EST)

5 Critical Considerations to Designing a Modern CX Lauren Kindzierski, VP of CX Marketing, HGS & Andrew Kokes, Global Head of Marketing, HGS
The Digital Transformation Puzzle Susanne Richter-Wills, Head of Enterprise Sales DACH, ABBYY Europe GmBH
How Digital Enterprises are Redefining Supplier Management Excellence Mark Voytek, Chief Customer Officer, SirionLabs and Eric Nicolaides, Chairman & CEO, Wildcat Equity Partners

Thursday, February 18 / 1:35PM – 2:05PM (EST)

Lessons Learned: Contract Negotiations for a Post-COVID World Carlos Hernandez, Partner, Avasant
Are you “Reddy” to Learn about IT-Enabled Business Transformation? Neelu Sethi, SVP and CIO, Reddy Ice Corporation and Abhay Chaturvedi, SVP, HCL Technologies, Inc.

Friday, February 19 / 2:10PM – 2:40PM (EST)

Ensuring Business Continuity Rasha Ezz, Sales & Marketing Director, Xceed
"The View" on Unconscious Bias During and Post-Pandemic Moderator: Maura Hudson, Senior Vice President, Colliers; Michelle Needles, Executive Managing Director, Colliers; Chitra Rajeshwari, Executive Director, Avasant Foundation; Mary Lewis, Sourcing, Manager, T-Mobile

MORE SESSIONS ANNOUNCED SHORTLY!

WORKSHOPS

1. KEY ISSUES: BUYERS ROUNDTABLE & PROVIDER/ADVISOR ROUNDTABLE

Get ready to get your hands dirty on Tuesday morning, 10:15AM - 12:15PM EST, with these structured, expert-led topical discussions that allow for open discourse among peer groups - buyers in one virtual room, providers & advisors in another. Pick a topic and dig in. There is no additional fee to attend this workshop.

2. IMPACT SOURCING: POWER OF PARTNERING

Subhojit Roye, VP, BPS Tech Mahindra, and Steer Co. GISC
Ravi Madhavan, University of Pittsburgh
Alex Rochlitz, Strategy Manager, Google
Dan Lang, Senior Vice President, SUTHERLAND
Todd Jensen, Senior Consultant, World Bank Group
Jacquie Tannenbaum, Director, Partnerships, Digital Divide Data

While we are all aware of the need for collaboration and how it is now becoming a business imperative, quite often we don’t know how to go about it. This is especially true in areas like Impact Sourcing and in the intersection of managed services and global outsourcing with what is called “good business” or “business with a positive social impact.”

This interactive workshop, taking place Friday from 11:40AM - 1:40PM EST, aims to provide participants with a high-level understanding of alliances and partnerships, and equip them with a set of to-dos and guidelines as applied to the world of Impact Sourcing. And to also help increase awareness about strategic alliances as a key competence not just for impact sourcing but business development in general.

3. IAOP CENTERS OF EXCELLENCE INFO SESSIONS
Wednesday, February 17 / 3:00PM – 4:30PM EST

IAOP’s latest initiative, creating Centers of Excellence, is underway and the leadership teams would like your input! Join us for this interactive workshop and share your voice in helping us shape the future of IAOP Centers of Excellence. Grab a coffee or a cocktail and weigh in on mission, scope, programs, member value, member role and engagement, and most importantly, outcomes. Or if you just want to learn more, join us! We will also share key trends we are seeing that are having an impact in each area. Centers of Excellence include:

Digital Technologies
Future of Work
Governance & Risk Management
Impact Sourcing

NETWORKING

SPARK! SPEED NETWORKING

Networking has and always will be a vital reason to attend events and we’re taking it virtual! Spark! Speed Networking provides attendees with the ability to connect 1:1 with strategic connections. The advanced matchmaking algorithms take the guesswork out of who’s who in the room and automatically pairs attendees based on their mutual interest, and automatically schedules meetings (video chats) for you, Tuesday, February 16, from 12:30PM - 2:30PM EST.

Simply sign up for your Speed Networking event by completing a five-minute registration, and we’ll take care of the rest. Additional fee applies. Add at registration check-out.

2ND ANNUAL MAKE A DIFFERENCE 5K RUN/WALK (VIRTUAL)

We’re pleased to present the Summit’s 2nd Annual Make a Difference 5K - only this year it’s virtual. Run (or walk!) at any location, at your pace, outside or on a treadmill, alone or with your pod before, during, or after the Summit. Stay active, run for a good cause, and get some awesome swag! A portion of the proceeds will be donated to The Outreach Program and earmarked for Riverdale, California, the original planned location of this year’s Summit. Additional fee applies. Add at registration check-out.

The Outreach Program is a non-profit 501 (c)(3) corporation that organizes food packaging events around the country. With more than 300 million meals packaged to date, the organization’s mission is to provide food, safe water, education, and medical care to those in need at home and abroad.

SOCIO NETWORKING

A virtual event without networking is just a webinar. With our event platform - Socio - attendees can chat, share files, and engage with each other to discover other attendees and instantly connect - from anywhere! With a browser and app version of the platform, users can easily toggle between their preferred devices for optimal video viewing and networking with other attendees.

GAMIFICATION

We’re igniting a little friendly competition with OWS21 gamification! Leaderboards will showcase individual accomplishments, such as who’s made the most connections, and overall score. The more you compete, by doing things like engaging with sponsors and exhibitors, completing surveys, attending sessions and completing social media challenges, the more points you will earn toward prizes!

AGENDA

AT-A-GLANCE

(all times are EST (UTC -5)

Tuesday - February 16

10:00AM - 10:15AM OWS21 Kick-off and Welcome
10:15AM - 12:15PM WORKSHOPS: Buy-Side Key Issues / Provider & Advisor Key Issues Workshop
12:15PM - 12:30PM Break
12:30PM - 2:30PM Spark! Virtual Speed Networking (additional registration required)

Wednesday - February 17

10:00AM - 10:15AM Welcome
10:15AM - 11:00AM KEYNOTE: Recalibrating for Resiliency
11:10AM - 11:40AM KEYNOTE: 2021 Key Issues: An Advisor View
11:45AM - 12:15PM KEYNOTE: How Businesses Can Thrive With the New Boundaryless Work Experience
12:15PM - 1:30PM Strategic Partner Showcase (Virtual Exhibit Hall)
1:35PM - 2:05PM BREAKOUT SESSIONS
2:10PM - 2:50PM KEYNOTE: Business Continuity in the New Normal: Building the Resilient Organization
3:00PM - 4:30PM IAOP Centers of Excellence Info Sessions (Digital Technologies, Future of Work, Governance & Risk Management and Impact Sourcing)

Thursday - February 18

10:00AM - 10:15AM Welcome
10:15AM - 10:35AM KEYNOTE: AHEAD Talk with Avasant
10:40AM - 11:00AM KEYNOTE: AHEAD Talk with Zinnov
11:00AM - 11:10AM Break
11:10AM - 12:05PM LIGHTNING SESSIONS
12:05PM - 1:00PM Strategic Partner Showcase (Virtual Exhibit Hall)
1:00PM - 1:30PM BREAKOUT SESSIONS
1:35PM - 2:05PM BREAKOUT SESSIONS
2:05PM - 2:35PM KEYNOTE: Sourcing in 2021 - Recalibrating Priorities
2:35PM - 3:05PM Leadership Hall of Fame and Awards Ceremony

Friday - February 19

10:00AM - 10:15AM Welcome
10:15AM - 10:50AM KEYNOTE
10:55AM - 11:30AM KEYNOTE
11:30AM - 11:40AM Break
11:40AM - 1:40PM WORKSHOP: Power of Partnering
1:40PM - 2:10PM Strategic Partner Showcase (Virtual Exhibit Hall)
2:10PM - 2:40PM BREAKOUT SESSIONS
2:45PM - 2:50PM Wrap-Up

For planning purposes only, times subject to change.