Live Chat Software
January 28 - 30, 2019
Andaz Wall Street, New York, NY

Chatbots, Bots and Lessons Learned

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?

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 
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Brian Golden

Sr 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 FINANCIAL

Jeff 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 
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Jeff Machols

Vice President, Head of Continuous Improvement Center
Voya Financial

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Kellie Tickell

Assistant Vice President, Intelligent Process Automation
Voya Financial

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/S

11:10 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.
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Alexander Fleiss

Chief Executive Officer
Rebellion Research

SOLVING THE IA & OCR INTEGRATION RUBIK’S CUBE

11:10 am - 12:15 pm ENHANCED CUSTOMER DELIVERY & ENGAGEMENT UTILIZING THE INTERNET OF THINGS (IOT)
Alejandro Zarate Santovena - Senior Vice President, Financial and Business Analysis Lead, Marsh Inc.
  • Detecting and preventing fraudulent insurance claims through Smart Homes, Wearables, Connected Cars, and much more 
  • GPS trackers, personal assistants, and other financial smart technologies to enhance customer insight and intelligence
  • Voice recognition and how its technology enhances customer engagement
  • Ensuring data security and whether the Cloud is a feasible option for your organization’s IA program/s 
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Alejandro Zarate Santovena

Senior Vice President, Financial and Business Analysis Lead
Marsh Inc.

HOW TO RECRUIT & RETAIN TOP IA TALENT TO MEET YOUR EVOLVING IA PROGRAM DEMANDS

11:10 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
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Shoshana Lubin

Head of Operations
Pantheon Ventures

12:15 pm - 1:25 pm NETWORKING LUNCH BREAK

1:25 pm - 2:05 pm CASE STUDY: HOW AETNA UNLOCKS THE TRUE VALUE OF IA

Chris 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.
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Chris Gilmore

PMP, Application Technology Leader
Aetna

2:05 pm - 2:45 pm THE EVOLUTION OF ROBOTICS: From Automation to Intelligent Automation

Manish Jain - Senior Director, Strategic Program Delivery, Royal Bank of Canada
While servicing millions of clients through repetitive work, the BFSI community was one of the first to adopt Robotic Process Automation to create efficiencies and additional capacity handling by automating these tasks. As organizations mature their Robotics Capabilities, the need for a smarter robotic fleet has become more apparent due to the need for expanding bot ingestion capabilities (structuring & consuming data) and making complex decisions while processing.  With the AI tech industry evolving rapidly and the removal of barriers to AI adoption in organizations, the feasibility and cost-effectiveness for the BFSI to leverage AI for augmenting their robotics programs has become natural next step.
 
In this session we will explore:
 
§  What is AI?
§  How does AI tie in with Robotics and Process Transformation?
§  Example of an IA application
§  Things to consider when starting your journey of intelligent automations
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Manish Jain

Senior Director, Strategic Program Delivery
Royal Bank of Canada

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?

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
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Stuart Jordan

Director, Business Delivery Services
Argo Group

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!