Re-engineer your Strategy to Drive Business Transformation Through People, Process and Technology

Tuesday, April 21 | Main Conference Day One

7:30 am - 8:00 am Registration and Welcome Refreshments

8:00 am - 8:10 am Chair's Opening Remarks

8:10 am - 8:40 am Selling people on the vision: The secret recipe to engaging your organization on the 'why' behind business transformation

  •  Critically understand why failing to get buy-in on the purpose of transformation can cause companies to struggle moving forward from decade old principals
  • Learn the fundamentals of core organizational change management and how the purpose behind execution curbs resistance 

8:40 am - 9:10 am Deliver breakthrough performance and business transformation to integrate Lean, Agile, & RPA

Dwight Harris - Senior Vice President, Citi Bank
-      Understand how one transformation visionary has integrated OPEX tools
-      Improve business performance, risk mitigation and release innovative products to market

Dwight Harris

Senior Vice President
Citi Bank

9:10 am - 9:20 am Speed Networking

Take part in a fast-paced networking experience with your peers to ensure you meet and greet the other delegates and make valuable connections early on!

9:20 am - 9:40 am Realizing the future with Microsoft modern work management solutions

9:40 am - 10:10 am Demo Drive

This is a not to be missed engaging session where Sponsors have 5 minutes each to share insight, ideas and pitches on a new technology, way of working or innovative idea to the entire delegation, using the most imaginative means possible.

10:10 am - 10:40 am Morning Refreshments

10:40 am - 11:10 am Ethics and design in AI: 5 key principals to revolutionize customer experience in commercial banking

-          Discuss and apply principals when designing and implementing AI to optimize customer experience
-          Ensure your company is limiting the harmful effects and shaping the right impact of digital transformation tools 

11:10 am - 11:40 am Doing more with less: Running a cost-neutral transformation program

Ekaterina Curry - Global Head of Ratings Operations, S&P Global Ratings
-          Learn the steps required to create capacity and drive projects of the future whilst enabling daily work to continue
-          Understand the challenges and problems of a cost-neutral transformation and how they are solved them
-          Learn how to invest in existing staff and leadership talent to create a workforce for the future ready to deliver excellence  

Ekaterina Curry

Global Head of Ratings Operations
S&P Global Ratings

11:40 am - 12:10 pm Panel Discussion - Building a toolbox of technologies in OPEX: How does each piece of the puzzle fit together?

-          Discuss what the organization is trying to create, and how each vehicle supports that change
-          Understand which individual tools are compatible with one another, your OPEX program, and your customers’ needs

12:10 pm - 1:10 pm Lunch



1:30 pm - 2:35 pm IDG A: Align people with technology: Developing digital skillsets for the future of OPEX
-          Bring people up to speed with accessing, using and optimizing digital tools for process improvement 


1:30 pm - 2:35 pm IDG B: Shaping an engaged and motivated workforce to drive performance improvement, change and innovation
  • Drive productivity by inspiring passion in operational excellence at an organizational level
  • Make employee engagement a strategic priority by coaching and training Managers on increasing employee motivation 


1:30 pm - 2:35 pm IDG C: Developing the soft skills to master business transformation
  • Equipping technical problem solvers with relationship building, communication and collaboration qualities
  • Discuss training and education solutions to ensure your workforce have a well-rounded skillset to execute an impactful transformation strategy 



1:30 pm - 2:35 pm IDG D: Combining design thinking with automation to deliver accelerated OPEX results
  • Combine collaborative and creative product development with automation to deliver new digitally enabled products and services to customers 


1:30 pm - 2:35 pm IDG E: Streamline process analysis, identify opportunities and extract value using Desktop Automation
  • Automate the monitoring of inputs, mouse movements and much more for granular data and accurate process mapping
  • Explore the potential of the technology to allow 1 Business Process Analyst to comfortably perform the work of 2 


1:30 pm - 2:35 pm IDG F: Process improvement from inception to execution using RPA
Ryan Davis - Director of Process Improvement, Arvest Bank
  • How to select, clean and troubleshoot processes to realize the greatest RPA efficiency gains
  • Develop contingency strategies for downtime on a process and discuss potential compatibility issues when integrating RPA with other technologies

Ryan Davis

Director of Process Improvement
Arvest Bank



1:00 pm - 2:05 pm IDG G: Quantify the ROI of RPA to invest in tools that dramatically improve process inefficiencies
-          Understand whether specific RPA tools will automate an end-to-end process or just a few steps 
-          Recognize where RPA is the optimal fit for process improvement and where other technologies and tools fit better


1:30 pm - 2:35 pm IDG H: End-to-end solutions to create incredible digital experiences for customers in on-boarding, lending, claims and policy renewal
  • Use analytics to get critical insight on customer behaviour and maximize process optimization
  • Revolutionize workflow and increase collaboration 


1:00 pm - 2:05 pm IDG I: The start-up perspective on disruptive technological innovation: Refresh your approach to transformation
-          Understand Fintech methods for simplifying product development and internal processes
-          Discuss how Open Banking APIs, machine learning, AI and automation tools are being utilized to provide customers with value-add services 

2:35 pm - 3:05 pm Afternoon Refreshments

Track Sessions

Track A: Digital Transformation

3:05 pm - 3:35 pm Applying RPA solutions to save thousands of hours' manual labour in client on-boarding
-          Explore strategies and platforms for a data-driven, accurate and rapid client on-boarding experience
-          Understand the opportunities for electronically verifying complex labour-heavy regulatory documents 

Track A: Digital Transformation

3:40 pm - 4:10 pm Develop in-house RPA bots to design new creative processes and facilitate value-add services
  • Transform resource allocation challenges with creative problem-solving and resourcefulness
  • Eliminate the manual labour of collecting inputs and running them through models to give advice to clients
  • Discover the A-Z of creating a form to make a request and allowing the bot to aggregate the information for you 

Track A: Digital Transformation

4:10 pm - 4:40 pm Understand where to leverage data science and predictive analytics i nthe OPEX lifecycle
  • How data science and analytics are applied to advanced performance and process analysis, customer segmentation and product concept development
  • Hear how data science and analytics are being applied to transactional, client and process data

Track B: Business Transformation Strategy

3:05 pm - 3:35 pm Advance Lean maturity and evolve from process and cost improvement to scaling the organization
  • Utilize Lean and Six Sigma to limit the complexity, growing pains, errors and frustrations when expanding
  • Ensure enterprise-wide alignment and dedication to lean throughout personnel, strategy and resource changes
  • Discuss best practices for coaching, soft-skill development and relationship building 

Track B: Business Transformation Strategy

3:40 pm - 4:10 pm Measuring continuous change: Track the value and impact of business transformation on performance improvement
  • Metrics and benchmarks for understanding the value of your OPEX program
  • Assess the incremental value added for processes, people and the customer along your transformation journey 

Track B: Business Transformation Strategy

4:10 pm - 4:40 pm Redefine capacity strategy: Combining analytics and integration to model, plan, and optimize capactiy
Jordan Benis - Director Performance Management, PNC Bank
-          Leverage the basic building blocks of capacity modeling to reveal true capacity drivers
-          Use capacity more efficiently and plan for capacity challenges proactively
-          Build tools that provide valuable insights into the risk and opportunities of any operational unit

Jordan Benis

Director Performance Management
PNC Bank

Track C: Upgrading Legacy Architecture

3:05 pm - 3:35 pm How a 100+ year old bank is transforming legacy architecture by leveraging intelligent automation
  • Learn the challenges and solutions for leading digital transformation in a bank that is inherently disadvantaged to a digital native
  • Understand the relationship between legacy people, processes and technologies, and the cradle to grave strategy to drive OPEX across the enterprise 

Track C: Upgrading Legacy Architecture

3:40 pm - 4:10 pm Transitioning from monolithic to cloud-based architecture to reduce system management
  • Remove the management on platforms, managed services, software and databases and re-route people skills
  • Discuss the controls, data encryption and other security measures necessary to take care of data at each layer of the application

Track C: Upgrading Legacy Architecture

4:10 pm - 4:40 pm One united office: Building processes to support the new age of business architecture
  • Build-out processes to support the convergence of the traditional back and front office model
  • Remove complex systems, forms and technology used between the front and back office
  •  Free-up capacity of the front office and reduce admin work on the front line
  • Allow back office SME’s to handle client requests and queries 

4:45 pm - 5:15 pm Humanizing RPA: Re-engineer the relationship between science and emotion

  • Leverage design-thinking and automation ethics to transition away from an increasingly cold and disconnected digital ecosystem  

5:10 pm - 5:40 pm Why some companies' transition to excellence and others fail: Benchmarks for groundbreaking transformation from businesses that took the leap

  • Understand the principals behind progressing and maintaining the performance and results of a world-class business

5:40 pm - 5:50 pm Chair's Closing Remarks

5:50 pm - 7:50 pm Drinks Reception