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
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 11:45 pm - 2:30 pm Beating the Canadian Talent Crunch
IDG 21:45 pm - 2:30 pm Pinpointing Common Pitfalls within a Shared Services Model
IDG 31:45 pm - 2:30 pm Is Intelligent Automation the right answer for your Shared Services model?
IDG 41:45 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 MarketCharanjit Singh - Director, Shared Services, CRH Canada
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 & AcquisitionLee 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