22 - 23 July, 2019
Toronto

Main Conference Day 1 | Monday, July 22, 2019

Start of Main Conference Day One

9:30 am - 10:00 am Main Conference Registration

Day 1: Part 1 - Finding the Right Balance Between Cutting Costs and Increasing Customer Service

10:00 am - 10:45 am CASE STUDY: How is your Shared Services Organization’s Customer Support Model Driving Increased Customer Satisfaction and Continuous Improvement?

Kannan Rajagopal - Lead, IT Strategy and Transformations, BMO Capital Markets
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Kannan Rajagopal

Lead, IT Strategy and Transformations
BMO Capital Markets

10:45 am - 11:15 am Morning Coffee Break

11:15 am - 12:00 pm CASE STUDY: Implementing Legacy Systems to Improve Customer Service

12:00 pm - 12:45 pm Co-Led Case Study: Automation: Improving Customer Service While Cutting Costs within a Shared Services Model

12:45 pm - 1:45 pm Networking Lunch

Day 1: Part 2 - Retaining and Attracting The Right Workforce During the Canadian Talent Crunch

INTERACTIVE DISCUSSION GROUPS

IDG 1

1:45 pm - 2:30 pm Beating the Canadian Talent Crunch

IDG 2

1:45 pm - 2:30 pm Pinpointing Common Pitfalls within a Shared Services Model

IDG 3

1:45 pm - 2:30 pm Is Intelligent Automation the right answer for your Shared Services model?

IDG 4

1:45 pm - 2:30 pm How can private sector companies learn from public sector models?

2:30 pm - 3:15 pm Fireside Chat: The Future Workforce with an Unemployment low of 5.8 percent - Weathering Boom & Bust in a Buyers Market

Charanjit Singh - Director, Shared Services, CRH Canada
Krish Gupta - SVP & CFO, CRH Canada
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Charanjit Singh

Director, Shared Services
CRH Canada

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Krish Gupta

SVP & CFO
CRH Canada

3:15 pm - 3:45 pm Afternoon Refreshment Break

Day 1: Part 3 - Navigating Canadian Governance Data Laws & Regulations

3:45 pm - 4:30 pm The Benefits of Using a Shared Services Platform During a Merger & Acquisition

Lee Rubinoff - Senior Director, Global Business Services (GBS) Celestica, Inc.
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Lee Rubinoff

Senior Director
Global Business Services (GBS) Celestica, Inc.

4:30 pm - 5:15 pm Learning the In's & Out's of Canadian Governance, Data Laws & Regulations and to use them as a Benefit Rather than a Hindrance

5:15 pm - Welcome Cocktail Reception