MAIN DAY TWO February 26th

7:30 am - 8:30 am WOMEN IN IABFSI BREAKFAST

8:00 am - 8:45 am MAIN CONFERENCE REGISTRATION

8:30 am - 8:45 am DAY ONE CHAIRPERSON’S RECAP


8:45 am - 9:25 am OPENING KEYNOTE USE CASE Beyond Erica: Bank of America’s Customer Centered Transformation for Its Front Facing Business

Roger Tsai - SVP for Digital Strategy, Bank of America
As of March 2019, Erica’s users surpassed 6 million people. However, Bank of America is transforming the customer experience beyond conversational AI in its front facing business. It’s placing the customer front-of-mind through every step in its use of AI, ML and NLP. 
  • Leveraging AI and ML to drive deeply actionable insights, as well as enable greater personalization for customers
  • Enabling timely, relevant and best-next option offerings to customers
  • Keeping data secure and customers safe by using data to draw insight into customer behaviors

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Roger Tsai

SVP for Digital Strategy
Bank of America

9:25 am - 10:05 am USE CASE Using Selective Process Automation at State Auto Insurance to Save 86000 Man Hours in 30 Months

Holly Uhl - Director of Operational Excellence & Robotics, State Auto Insurance
An overarching challenge that connects banking, financial services and insurance is that existing siloed data, and its corresponding infrastructure, requires repetitive manual and inefficient actions to navigate. This session will demonstrate how State Auto Insurance used a combination of RPA and process excellence to automate legacy tasks through RPA while also updating their end-to-end processes.
  • The decision making process behind selecting RPA, or blending multiple systems in order to prioritize efficiency over technology
  • The roadmap for managing an RPA bot’s lifecycle and the framework for keeping or retiring bots
  • The impact of RPA on the workforce: from repetitive low-priority tasks to high-value or customer facing tasks
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Holly Uhl

Director of Operational Excellence & Robotics
State Auto Insurance

10:05 am - 10:45 am DEMO DRIVE RAFFLE AND MORNING COFFEE BREAK

10:45 am - 1:00 pm MATURITY TRACKED SESSIONS

BEGINNERS

10:40 am - 11:10 am USE CASE Upskilling Back-Office Staff for the Front-Line to Retain Top Talent
Want to re-invest resources saved by RPA? Place human capital where it’s needed: in front of customers.
  • How automation is shaping the future roles of customer service
  • The translatable and teachable skills needed for a successful transition to customer service
  • Managing the change to a front line role

BEGINNERS

11:10 am - 11:25 am THINK TANK
Sometimes the best part of events are the moments between presentations when the audience can discuss amongst themselves the value of what they’ve just learnt and confer with their peers. This interval, known as a Think Tank, is white space for attendees to discuss the value and challenges of replicating what they’ve learned in their own organization.

QUESTIONS TO KICK OFF CONVERSATION:
  • What are the similarities and differences between your organization and the case study?
  • What does success look like for your organization?

BEGINNERS

11:25 am - 11:55 am USE CASE Winning Stakeholder Buy-In at E*Trade with the Right Proof-of-Concept for RPA
Sidney Prescott - Principal of Robotic Process Automation and Senior Leader of Intelligent Automation, E*Trade
By carving out quick wins with a proof of concept (PoC), Sidney Prescott was able to create change champions out of her internal stakeholders. For this PoC, what would have manually taken 60-90 minutes was automated with a bot down to 15.  
  •  The criteria of a successful RPA program: the metrics, comparable solutions and collecting the right data
  •  Doubling the business impact by both saving time and creating new value 
  •  Working with stakeholders to communicate value and work through challenges

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Sidney Prescott

Principal of Robotic Process Automation and Senior Leader of Intelligent Automation
E*Trade

BEGINNERS

11:55 am - 12:10 pm THINK TANK
QUESTIONS TO KICK OFF CONVERSATION: “HOW MIGHT WE…”
For 5 minutes every person thinks about how they would finish the phrase, “How Might We…” then the group goes round and chooses their favorite as the topic of discussion for the next 10 minutes

BEGINNERS

12:10 pm - 12:40 pm Design Thinking for Customer Centered Automation
By placing the customer at the center of automation projects, both front-facing services and back office projects can be streamlined and prioritized according to customer needs
  • Customer journey mapping a single product
  • Identifying areas of inefficiency or frustration
  • Prioritizing RPA according to how it can improve the customer journey

BEGINNERS

12:40 pm - 12:55 pm THINK TANK
QUESTIONS TO KICK OFF CONVERSATION:
  • Based on the session, how can your organization better consider the customer experience?
  • What is the biggest challenge in delivering a customer-centered product?

EVOLVING

10:40 am - 11:10 am USE CASE Implementing One Digital Platform to Combine Many Disparate Legacy Systems
Cut the waste of legacy maintenance by converting to a hybrid cloud platform to modernize your organization:
Simplify enterprise IT infrastructure
Migrating data from disparate silos into one lake; the management, maintenance and security
The process for retiring legacy programs once the platform is live

EVOLVING

11:10 am - 11:25 am THINK TANK
Sometimes the best part of events are the moments between presentations when the audience can discuss amongst themselves the value of what they’ve just learnt and confer with their peers. This interval, known as a Think Tank, is white space for attendees to discuss the value and challenges of replicating what they’ve learned in their own organization.

QUESTIONS TO KICK OFF CONVERSATION:
  • What are the similarities and differences between your organization and the case study?
  • What does success look like for your organization?

EVOLVING

11:25 am - 11:55 am USE CASE Process Mining for Operational Excellence
Laxmikant Pukale - Business Process Transformation and Robotics Process Automation (RPA), USAA
Before choosing a vendor it’s important to understand the applications of process mining, and what’s right for your organization:
  • Identifying hot zones of inefficiency where productivity is most wasted
  • Using Algorithmic Process Comparison to improve auditing and compliance by ensuring operations conform to instruction
  • Using the outcomes to dictate vendor criteria

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Laxmikant Pukale

Business Process Transformation and Robotics Process Automation (RPA)
USAA

EVOLVING

11:55 am - 12:10 pm THINK TANK
QUESTIONS TO KICK OFF CONVERSATION: “HOW MIGHT WE…”
For 5 minutes every person thinks about how they would finish the phrase, “How Might We…” then the group goes round and chooses their favorite as the topic of discussion for the next 10 minutes

EVOLVING

12:10 pm - 12:40 pm Delivering the Best CX and Business Value from Chatbots through Cognitive Intelligence
For chatbots, a lot of intelligent data processing goes into ensuring they respond to customers as naturally and intuitively:
  • The technology infrastructure: Natural Language Processing, AI and Natural Language Generation, and the data sources that feeds these capabilities
  • Embedding constant iterations of testing into training process to create the most fluent chatbot
  • Using chatbot data to provide customer insights to create greater business value

EVOLVING

12:40 pm - 12:55 pm THINK TANK
QUESTIONS TO KICK OFF CONVERSATION:
  • Based on the session, how can your organization better consider the customer experience?
  • What is the biggest challenge in delivering a customer-centered product?

1:00 pm - 2:00 pm NETWORKING LUNCH

2:00 pm - 2:40 pm USE CASE Goldman Sach’s Consumer BusinessRPA Program Governance and Implementation of Risk Management Controls

Denny Singh - Vice President for Digital Finance, Strategy and Intelligent Automation, Goldman Sachs
A strong foundation based on continuous improvement, risk identification and controls development is at the core of any good program . With that thought process in mind, our consumer business RPA program governance includes process SME,legal, compliance, business risk, technology risk and architecture reviews at various stages, from use case prioritization to deployment. This also includes the realization and acceptance that RPA does not have to be the only solution, if there are other feasible and accessible alternatives available with lower effort and risk. 
  • Defining the CoE governance structure and the step-by-step to implement it
  • Integrating the Model for 3 lines of defense risk management with the intelligent automation operating model
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Denny Singh

Vice President for Digital Finance, Strategy and Intelligent Automation
Goldman Sachs

2:40 pm - 3:20 pm USE CASE Securing and Improving Processing Through Lean and Agile Process Excellence at Riverstone Group

Jeff Frame - Director & AVP for Continuous Process Improvement & Agile Process Management, The RiverStone Group
Don’t wait until thousands of dollars in inefficiencies (or financial crime) is caught before you take a closer look at your existing processes. When automation is done correctly, it’s about designing new human processes not automating new processes. This session will demonstrate the savings and security of simplifying processes to better monitor, manage and handcraft code.
  • The business impact of lean methods for coding; simplifying to gain greater oversight
  • Organization-wide software delivery through Agile methods
  • The cultural impact of Lean: teaching a continuous improvement mindset to the whole company

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Jeff Frame

Director & AVP for Continuous Process Improvement & Agile Process Management
The RiverStone Group

3:20 pm - 4:00 pm AFTERNOON COFFEE AND NETWORKING BREAK

4:00 pm CLOSE OF MAIN DAY TWO