Main Conference Day Two
8:00 am - 8:45 am REGISTRATION FOR MAIN CONFERENCE DAY TWO & NETWORKING BREAKFAST
8:45 am - 9:00 am CHAIRPERSON’S RECAP
9:00 am - 9:40 am PANEL DISCUSSION: DOES IA’S PROMISE OF REDUCING AN ORGANIZATION’S HARD & SOFT COSTS ACTUALLY INCREASE ITS PROFITS?Melissa Aprigliano - MBA, Vice President, Operations Research Analyst - Business Intelligence & Analytics Bank of America
Vinod Raman - VP of Digital Advice Solutions Fidelity Investments
Brian Golden - Sr Manager, Process Automation Competency Center CUNA Mutual Group
We’ve all heard the choir singing the “Benefits of IA Tune” countless times before, but is there actually truth in the lyrics? Can you build a business case your C-Suite will buy into based upon your math that proves bots increase your organization’s profits?Answer: Yes!
In this session, we will conduct a deep dive Reality Check into:
- How to calculate the gain from investment into IA to determine the ROI of investment on a short and long-term basis
- Common cross-functional hard and soft costs that can be reduced by IA and how to size up both on a program’s operational and financial savings assessment level
- Whether the savings to your organization outweigh the associated expenses
Melissa ApriglianoMBA, Vice President, Operations Research Analyst - Business Intelligence & Analytics
Bank of America
Vinod RamanVP of Digital Advice Solutions
Brian GoldenSr Manager, Process Automation Competency Center
CUNA Mutual Group
9:40 am - 10:20 am CASE STUDY: UTILIZING CONTINUOUS IMPROVEMENT AND AGILE METHODOLOGIES WHEN DEPLOYING BOTS AT VOYA FINANCIALJeff Machols - Vice President, Head of Continuous Improvement Center Voya Financial
Kellie Tickell - Assistant Vice President, Intelligent Process Automation Voya Financial
Building an effective bot program is a hurdle for many shared services stakeholders. Voya Financial found a path that worked for them by using and developing an agile roadmap and by focusing on continuous improvement. Using these principles it is possible to deploy your own bots that are focused on your organizations needs.
In this session, participants will:
- Examine a case study of how to roll out a bot program
- Explore the incremental improvements that can be made to deploy bots quickly
- Identify strategies for learning as you go and fixing problems as they are experienced
Jeff MacholsVice President, Head of Continuous Improvement Center
Kellie TickellAssistant Vice President, Intelligent Process Automation
10:20 am - 11:05 am MORNING NETWORKING BREAK & DEMO DRIVE RAFFLE PRIZES ANNOUNCED
11:05 am - 11:10 am 5-MINUTE TRANSITIONAL BREAK
11:10 am - 12:15 pm IDGs (Interactive Discussion Groups)
During this part of the conference, delegates will be sorted into groups of up to 20 to take part in Interactive Discussion Groups (IDGs) around the below topics. Upon registering you will be asked to choose your top two IDG topics and everyone will rotate between their two choices, in back-to-back sessions, with 10-minute transitional breaks between the two discussions.
DETERMINING WHICH MARKETING & COMMUNICATIONS STRATEGIES MIGHT BE BEST FOR YOUR IA PROGRAM/S11:10 am - 12:15 pm DETERMINING WHICH MARKETING & COMMUNICATIONS STRATEGIES MIGHT BE BEST FOR YOUR IA PROGRAM/S Alexander Fleiss - Chief Executive Officer Rebellion Research
- Marketing messaging designed to avoid miscommunications mishaps and/or disasters
- Communication platforms/channels that may be best for your IA marketing and communications strategies, such as social media sites, internal customer support portals & contact centers, website, etc.
Alexander FleissChief Executive Officer
SOLVING THE IA & OCR INTEGRATION RUBIK’S CUBE11:10 am - 12:15 pm SOLVING THE IA & OCR INTEGRATION RUBIK’S CUBE Bryan Bell - Executive Vice President Expert System Enterprise
- How to digitally transform your paper-heavy transactional operations utilizing an OCR system
- Tools, systems, and methods to provide powerful IA and OCR integration
- Better understanding the vast OCR vendor landscape and how to size up their features to then determine which one/s might be best for your organization’s specific needs
Bryan BellExecutive Vice President
Expert System Enterprise
HOW TO RECRUIT & RETAIN TOP IA TALENT TO MEET YOUR EVOLVING IA PROGRAM DEMANDS11:10 am - 12:15 pm HOW TO RECRUIT & RETAIN TOP IA TALENT TO MEET YOUR EVOLVING IA PROGRAM DEMANDS Shoshana Lubin - Head of Operations Pantheon Ventures
- How to recruit and retain top IA talent considering the fierce market demand and high salaries being offered by the competition Determining your short and long-term IA workforce needs
- Developing training and career paths for your diverse and evolving IA workforce
- Pros and cons of freelance & permalance IA teams and how to best manage these types of working relationships
- Working with IT Recruiters
Shoshana LubinHead of Operations
12:15 pm - 1:25 pm NETWORKING LUNCH BREAK
1:25 pm - 2:05 pm CASE STUDY: HOW AETNA UNLOCKS THE TRUE VALUE OF IAChris Gilmore - PMP, Application Technology Leader Aetna
IA journeys start with deterministic automation, focusing on saving time and effort by utilizing bots to automate repetitive and rule-based business processes. As the starting point in the automation continuum, RPA capabilities identify inefficiencies and automate a part or the whole process with bots. Going beyond RPA deployment, when a business starts analyzing data to make future predictions is considered the predictive phase. Building and managing this repository of knowledge over time to derive evolved patterns and aid business decisions propels an enterprise towards the cognitive phase of automation which is accomplished through artificial intelligence.
Chris GilmorePMP, Application Technology Leader
2:05 pm - 2:45 pm PANEL DISCUSSION: KEEPING UP WITH DEMAND - CHATBOTS TO ENHANCE CUSTOMER ENGAGEMENT & DELIVERYThomas Taris - VP, Manufacturing & Automation American Express
With consumers adopting digital as their everyday communication channel, the BFSI community has been quick to be some of the early adopters of chatbots to enhance customer engagement and delivery to obtain a competitive edge – using them as call center chatbots, as website personal assistants, and via other channels. As chatbots evolve utilizing AI and machine learning, more sophisticated uses of data through predictive analytics and the deployment of other capabilities such as biometrics and mobile data will be the next wave of the chatbot use To stay competitive, it’s essential to understand the current uses of IA technologies with respect to chatbots and customer engagement and delivery to be relevant in today’s marketplace, as well as to ensure your customer service offerings grow alongside your customers’ evolving needs.
In this session, we will explore:
- Chatbots as conversational consumer touchpoints
- Lessons learned by early adopters of chatbots
- How to incorporate chatbots into your organization’s overall short and long-term IA digital transformation strategy
Thomas TarisVP, Manufacturing & Automation
2:45 pm - 3:15 pm AFTERNOON NETWORKING BREAK
3:15 pm - 3:55 pm REALITY CHECK: BOTS ON A 24/7 SCHEDULE? IS IT REALLY NECESSARY OR EVEN FEASIBLE?Jancey Taveras - tentative - Robotic Process Automation Project Manager JPMorgan Chase
Stuart Jordan - Director, Business Delivery Services Argo Group
There has been a popular misconception amongst the mainstream business community since bots were first introduced and is still believed by many that “bots can work 24/7” and do not require time of. If you’ve been working with these technologies, you are likely aware that this is not the case. Bots do need time off and most of the processes you might hand over to a bot do not require a 24/7 bot, or perhaps even a full-time bot.
In this session, we will discuss:
- After you determine which processes you would like your bots to handle, how do you decide upon their overall work schedules on a project and time management basis?
- Cost scenarios of bots working on projects on a seasonal or set time each day, week, or month and how to develop that forward schedule with your bot workforce so to ensure maximum productivity and ROI
Jancey Taveras - tentativeRobotic Process Automation Project Manager
Stuart JordanDirector, Business Delivery Services
3:55 pm - 5:45 pm TOWN HALL: LESSONS LEARNED – HOW TO BEST UTILIZE IA FOR BFSI & ENSURE PROGRAM SUCCESS
In this final yet very important session, we will look back on what everyone has learned over the course of the past 3-days as it relates to how to plan and implement a wide variety of IA programs.
4:45 pm - 4:45 pm END OF MAIN CONFERENCE DAY TWO – SEE YOU NEXT YEAR!
See you next year!