December 02 - 05, 2019
New Orleans, LA

Main Conference Day Two: Wednesday, 4 December 2019

8:00 am - 8:50 am REGISTRATION FOR MAIN CONFERENCE DAY TWO & NETWORKING BREAKFAST

Meet and mingle with your peers prior to the official start of Main Conference Day Two.

8:50 am - 9:00 am CHAIRPERSON’S DAY ONE RECAP & DAY TWO OPENING REMARKS

9:00 am - 9:45 am KEYNOTE ADDRESS: SCALING UP: TURBOCHARGING YOUR AUTOMATION AGENDA BY STITCHING TOGETHER IA TECHNOLOGIES

Digital labor technologies like automation and machine learning are transforming the way we work, but in many ways, we are still in the early stages of disruption, with solution scalability remaining a constantly moving target. Moving from the innovation lab to truly global scale will lead us to redefine the nature of business, from our changing relationship working with intelligent machines, to the rapid production and cultivation of new value streams for end users and customers. The enabler of this digital future will be our ability to adapt and scale intelligent automation across the enterprise and to empower the innovators and change agents that will get us there.

In this session, our Keynote speaker’s topics of discussion will include, yet will not be limited to:
  • Key capabilities to invest in, including RPA, Conversational AI, Machine Learning, API Management tools, Process Mining, Data Analytics, and Workflow Orchestration
  • How to rapidly evolve projects from the Pilot phase to Enterprise Scale
  • The importance of adaptive delivery models, commercial models, and incentive models, and the operational agility they enable
  • Achieving ROI by attacking the end-to-end process with digital design thinking
Adeel Fudda, Senior Director, Global Automation Global Services at Becton Dickinson

Adeel Fudda

Senior Director, Global Automation Global Services
Becton Dickinson

9:45 am - 10:30 am CLIENT USE CASE: AI TO IMPROVE CUSTOMER DELIVERY ON A ENTERPRISE & GLOBAL SCALE

One of the oldest communications company wanted to transform their customer experience and increase efficiency. The company had a large workforce across multiple locations catering to its global customer base across services and products. The use of multiple systems to service their customers hindered the delivery inefficient and made the organization’s evolution into a modern network provider difficult. Furthermore, searching for information on multiple systems during a customer conversation over chat or the phone meant that executive often had to multitask at speed resulting in inaccuracy.

In this session, topics of discussion will include:
  • How utilizing a single sign-on, automated launch and login for over 200 applications combined with customized & intuitive dashboards injected speed, intelligence, and accuracy into their service processes
  • How the company was able to successfully reduce their AHT by 40% and increase the system log-on speed by 95%


10:30 am - 11:15 am MORNING NETWORKING BREAK & DEMO DRIVE RAFFLE PRIZE WINNERS ANNOUNCED

Find out if you’re a winner of the raffle and be sure to meet and mingle with folks you haven’t met yet.

11:15 am - 11:45 am USE CASE: HOW MARS’ APPLIES LEAN CONCEPTS TO DRIVE INTELLIGENT AUTOMATION

Many organizations utilize LEAN and Six Sigma principles to drive process transformation. When doing so, the principles include standardizing processes, eliminating waste, reducing variants in products and services, and delivering higher qualities – or in other words, a perfect space for IA programs to thrive.

In this session, topics of discussion will include, yet will not be limited to:
  • How Mars has successfully improved several business operations by LEAN-based practices for a variety of the RPA, IA, and AI initiatives – and the lessons learned along the way
  • How they implemented LEAN phases and considering the value stream holistically for their IA programs
  • Their selecting and integrating process and how they determined which IA technologies should be their IA building blocks
Narain Jayasekaran, Global Digital Transformation Leader – Finance at Mars Inc.

Narain Jayasekaran

Global Digital Transformation Leader – Finance
Mars Inc.

11:45 am - 12:15 pm PANEL DISCUSSION: HOW TO DEVELOP EFFECTIVE IA EXIT STRATEGIES

There will come a point in your IA journey that your organization feels it would be best to manage your IA program/s internally on a business and technical level. However, if that the End Goal, then what are the necessary steps that must be made from the gate and along your IA journey to one day achieve this objective?

In this session, the panelist will share their insight on:
  • How their organization was able to cut the cord with their implantation partners – and in some cases, their IA software providers
  • Pain points to expect before, during, and after the transition period
  • Which processes shouldn’t go “in house” and why

12:15 pm - 1:15 pm NETWORKING LUNCH BREAK

Enjoy a scrumptious lunch over lively IA conversation with your peers.

WORKFORCE MANAGEMENT

Choose one (1) of the below five (5) tracks, mixing up your selection between all the track sessions.
You can’t be in two rooms at once, so bring a colleague and “Divide & Conquer” all there is to learn about this subject.

Track One

1:15 pm - 1:45 pm "IA WOMEN” - PANEL DISCUSSION: RECRUIT, TRAIN & RETAIN A STRONG WOMAN PRESENCE IN THE IA SPACE
Develop and Nurture a Workforce Landscape that Encourages, Develops & Promotes “Women in IA”

“Women in IA” can certainly feel at times they aren’t offered the same opportunities than their male counterparts, may it be on a hiring, training, developing, and career advancement basis.

However, like all change management matters, initiatives must be developed so to avoid misunderstandings in perception as well as reality. If the IA space is going to change with respect to extending women the same opportunities as men, then change must be championed from the top and trickle all the way down to the front lines.

In this session, topics of discussion will include, yet will not be limited to:
  • Workforce strategies Senior Management can develop, and in turn, ensure their team leads are implementing
  • Practical KPIs that should be set so to achieve a wide variety of “Women in IA” workforce objectives

How to get your pro-“Women in IA” messaging across to stakeholders, potential new hires, and current employees, may they be in the IA space, and/or wish to enter the field within your organization

Track Two

1:15 pm - 1:45 pm “GOT AI?” – THE NECESSITY TO ENHANCE YOUR WORKFORCE CHANGE MANAGEMENT MESSAGING & INITIATIVES
With AI technologies having the ability to be more involved in your workforces’ job responsibilities, and with your employees being better educated as to what AI can do, thanks to AI going mainstream, your workforce’s fears surrounding AI are indeed justified.

In this session, topics of discussion will include:
  • How to develop a cultural tone that enable your organization to overcome a wide variety of workforce change management obstacles that relate to Artificial Intelligence technologies, their usage, and role within the dynamics of your workforces’ altered, and/or augmented job duties

Track Three

1:15 pm - 1:45 pm PANEL DISCUSSION: AUGMENTED INTELLIGENCE TO DRIVE PROCESS IMPROVEMENT
Augmented Intelligence is an alternative concept of Artificial Intelligence that focuses on AI's assisted role in processing projects, emphasizing cognitive technologies to enhance human intelligence rather than replace it. The technology uses machine learning and deep learning algorithms to discover relationships and solve problems. With this technology, whereas machines and humans work together, the workforce landscape is certainly evolving – and in turn, your organization needs to prepare for the changes.

Topics of discussion will include:
  • Areas of your organization that could utilize Augmented Intelligence to analyze huge amounts of data, and find patterns & correlations that would commonly go unnoticed by human analysts, and/ or would take a very long time to notice
Scott Gillan, Executive Director, Transformation & Service Management, Enterprise Financial Services at Warner Bros. Entertainment Group of Companies

Scott Gillan

Executive Director, Transformation & Service Management, Enterprise Financial Services
Warner Bros. Entertainment Group of Companies

Track Four

1:15 pm - 1:45 pm THE NEW ROCK STARS IN THE AI GAME…THE AI SCIENTISTS!
  • How to recruit, retain, and manage this highly technical and sought out AI workforce, the Data Experts & Scientist that are the Ring Masters of your current and future digital transformation initiatives
  • Such as…Data Scientists, Algorithm Engineers, AI Interaction Designers, Data Evangelists, Data Evangelists, Digital Knowledge Managers, and more

Track Five

1:15 pm - 1:45 pm "AI IMAGINE LAB"
Learn about a wide variety of new and innovative AI technologies that could benefit your organization by way of these short “demonstration-based” AI technology presentations, and/or stories.

1st Round
1:15pm – 1:30pm

2nd Round
1:30pm – 1:45pm

1:45 pm - 1:50 pm 5-MINUTE TRANSITION BREAK

GOVERNANCE

Choose one (1) of the below five (5) tracks, mixing up your selection between all the track sessions.
You can’t be in two rooms at once, so bring a colleague and “Divide & Conquer” all there is to learn about this subject.

Within the IA space, there’s undoubtedly a lot of talk about IA CoEs, how to develop one, is it necessary, and how to go about developing and managing an effective CoE. With so many IA program objectives at hand, how do you determine which areas of focus your CoE should own and in turn, go about developing the initiatives necessary to do so.

In this session, topics of discussion will include:
  • CoE roles, responsibilities and reporting lines defined
  • Support units within a CoE on an IT, organizational, and collaboration basis
Matt Koester, RPA & Automation Lead at Houston Methodist Hospital

Matt Koester

RPA & Automation Lead
Houston Methodist Hospital

Steve Carpenter, Executive Director, Global Business Services Digital at Merck

Steve Carpenter

Executive Director, Global Business Services Digital
Merck

Auditing internal reports is a very time-consuming, tedious, and manual process. IA technologies such as AI, ML, and deep learning can significantly improve the process and add great value to an organization’s internal audits systems.

By taking away tasks that involve humans reviewing large amounts of unstructured data looking for risks and controls, the above IA technologies enables Auditors to direct their assessments towards known industry-wide issues, audit coverage completeness, report investigations better, and ensure best practices during the internal audit lifecycle.
Mary Terese Agoglia Hoeltzel, CPA, Senior Vice President, Tax & Global Chief Accounting Officer at Cigna Corporation

Mary Terese Agoglia Hoeltzel

CPA, Senior Vice President, Tax & Global Chief Accounting Officer
Cigna Corporation

Track Three

1:50 pm - 2:20 pm BEST IN CLASS IA GOVERNANCE
The structures, procedures, and processes an organization implements to direct, manage, and monitor its IA activities must be in line with an organization’s objectives, which is where IA governance comes into play.

Although the level of formality and structure will vary from one organization to another, its nevertheless critical to establish a formalized IA governance program so to then be able to maintain its deliverables effectively.

In this session, topics of discussion will include, yet will not be limited to:
  • Establishing accountability and oversight
David Chen, David Chen U.S. Lead, Automation Services, Regulatory Operations at Gilead Sciences

David Chen

David Chen U.S. Lead, Automation Services, Regulatory Operations
Gilead Sciences

Track Four

1:50 pm - 2:20 pm THE ROLE OF AI TESTING & REPORTING IN GOVERNANCE
With IA technologies quickly making its way into a wide variety of business operations, it’s imperative on a Governance & Compliance basis that the actual technologies are rigorously tested and reported on so to ensure software quality assurance, and in turn, proper usage so to ensure impactful process improvement results.

Topics of discussion will Include:
  • Using screenshots captured during test recording and playback to track various user actions
  • GUI video recordings
Sameer Naik, SAP Technology & Intelligent Automations Leader at Conagra Brands

Sameer Naik

SAP Technology & Intelligent Automations Leader
Conagra Brands

Track Five

1:50 pm - 2:20 pm "AI IMAGINE LAB"
Learn about a wide variety of new and innovative AI technologies that could benefit your organization by way of these short “demonstration-based” AI technology presentations, and/or stories.

1st Round
1:50pm – 2:05pm

2nd Round
2:05pm – 2:20pm

2:20 pm - 2:25 pm 5-MINUTE TRANSITION BREAK

REVENUE GENERATING

Choose one (1) of the below five (5) tracks, mixing up your selection between all the track sessions.
You can’t be in two rooms at once, so bring a colleague and “Divide & Conquer” all there is to learn about this subject.

Track One

2:25 pm - 2:55 pm ML TO ENHANCE CUSTOMER ACQUISITION & SERVICE DELIVERY
Everyday more Marketing and Sales Departments across organizations are relying on applying machine learning philosophies on their CRM data to discover better selling strategies that could attract new buyers.

Anticipating market trends, being prepared for customer queries and having a holistic product or service overview enables faster selling. It can also help in identifying quality leads and in turn send personalized campaigns to garner interest from prospects.


Programmatic Advertising influences real-world shopping situations. It can push in-store purchases by serving ads that relate specifically to buyers in the moment of purchase.

AI can also drive sales online by placing bids and adjusting programmatic advertising programs for optimal efficiency.
Tom Marasheski, Director, Quality Management & Process Excellence, Global Marketing Operations - Connecting People, Process and Technology at Merck

Tom Marasheski

Director, Quality Management & Process Excellence, Global Marketing Operations - Connecting People, Process and Technology
Merck

Track Three

2:25 pm - 2:55 pm PANEL DISCUSSION: IA TO IMPROVE FINANCIAL PLANNING & MANAGEMENT
Intelligent Automation technologies can help in financial planning and management by analyzing financial information based on the history of expenses and help in better forecasting financial requirements and thereby help cut costs significantly.

When an organization’s costs go down, their profits go up. Additionally, with IA, chances of human errors are reduced, therefore lessening costly mistakes, freeing up those funds to be revenue instead.

Track Four

2:25 pm - 2:55 pm BIG DATA, CLOUD & IOT & INFRASTRUCTURES TO SUPPORT YOUR ORGANIZATION’S AI INITIATIVES
What needs to be considered on a nuts & bolts technical basis when developing and managing Big Data. Cloud, and IoT infrastructure initiatives and program roll outs? What are the challenges, solutions, and vendors that can assist you your multilayered and innovative digital transformation AI journey?

In this session, we will discuss:
  • Risk assessment relating to internal/external Cloud services
  • Technical requirements associated with a variety of Big Data, Cloud, and IoT (Internet of Things) program roll outs
  • Ensuring your data is secure - and the various options/ techniques to do so

Track Five

2:25 pm - 2:55 pm "AI IMAGINE LAB"
Learn about a wide variety of new and innovative AI technologies that could benefit your organization by way of these short “demonstration-based” AI technology presentations, and/or stories.

1st Round
2:25pm – 2:40pm

2nd Round
2:40pm – 2:55pm

2:55 pm - 3:30 pm AFTERNOON NETWORKING BREAK

Continue your IA conversations with like-minded IA enthusiasts.

3:30 pm - 4:00 pm ENTERPRISE IA UTILIZING DESIGN THINKING PRINCIPLES

Design Thinking principles introduce proven methods to achieve cross-disciplinary pollination that encourages employees to question, observe, network, and experiment in a culture that diminishes hierarchy, shuns ego, challenges the status quo and encourages smart risk-taking.

By utilizing Design Thinking principles for IA program initiatives, including enterprise expansion, program adoption is accelerated and is in turn in line with an organization’s IA key objectives, with reduced change management obstacles to get in their way - and the program also stays on track.

In this session, topics of discussion will include:
  • Realign who owns technological innovation
  • Embrace interdisciplinary and inter-functional teams
  • “Regularize” enterprise reinvention
  • Partner smart employees with smart technology
  • Focus intensely on user needs

4:00 pm - 4:30 pm PANEL DISCUSSION: IA DATA SECURITY AS A FUNCTIONAL TEAM EFFORT

The threat of a cyber attack towards your IT systems, and/or bots processing your organization’s data, either by external or internal means is a justified fear. No one is except from being targeted. However, if your organization is properly equipped to prevent and shut down such activities quickly after it’s recognized, your fear can be lessened.

In this session, topics of discussion will include, yet will not be limited to:
  • Big picture overview of the technological safeguards specifically designed to protect an organizations’ data infrastructure
  • In the trenches and on a day-to-day functional-focused level – how your organization can ensure there isn’t a breach in data security with its data either stored or touch by your organization’s cloud, desktops, bots, and/or mobile devices being utilized internally or by your customers
There’s no question that data analytics derived from AI can offer an organization a wide variety of valuable business intelligence and improve their internal/external CX, ensure product safety/quality, encourage back office process improvement, and offer unlimited customer insight. However, not only is this insight valuable intel for your organization, it’s also data others organizations would find of great value.

In this sessions, topics of discussion will include, yet will not be limited to:
  • How to determine if your AI-secured data is, and/or could be of value to other organizations
  • Which functional areas of your organization could produce the most valuable data from their established AI programs
  • Potential target markets and how to market and sell your AI data
  • Who should own the program internally – and the internal teams required
George Leu, Global Order Management Automation Technology Leader, Global Customer Collaboration, P&G - Global Business Services at Procter & Gamble

George Leu

Global Order Management Automation Technology Leader, Global Customer Collaboration, P&G - Global Business Services
Procter & Gamble

Nagy Somasetty, Artificial Intelligence, Machine Learning & RPA Solution Architect at AIG

Nagy Somasetty

Artificial Intelligence, Machine Learning & RPA Solution Architect
AIG

5:20 pm - 5:45 pm CLOSE OF MAIN CONFERENCE DAY TWO

5:45 pm - 5:45 pm “INSPIRE” AI USE CASES FOCUS DAY MEET UP

Join us for a casual night out, whereas you’ll be able to meet and mingle with your fellow “INSPIRE” friends prior to tomorrow’s big day of AI “Show & Tell” learning.