January 21 - 24, 2020
Omni Orlando Resort, ChampionsGate, FL

Thursday: Post-Conference Deep Dive Focus Day

8:30 am - 9:00 am Registration & Coffee for Post-Conference Deep Dive Focus Day Attendees

8:30 am - 2:00 pm SITE TOUR to Florida Hospital Innovation Lab (25 PAX ONLY)

About Florida Hospital Innovation Lab:
The Florida Hospital Innovation Lab - FHIL, embedded inside one of America’s largest healthcare providers, is fostering a culture of human centered innovation from within.
                                          
FHIL is an award winning innovation lab committed to discovering human- centered solutions for today’s healthcare challenges. FHIL launched the beginning of 2012 and today more than 506 projects, and more than 32 healthcare companies have come through FHIL. This means more than 5030 healthcare professionals, educators, business people, and students have participated in FHIL. 
 
What can you learn from the tour?
·         See innovation happening with your own eyes: feel the energy of innovation and see how people work together to create a true innovation culture
·         Understand how doctors, administrative staff and nurses come together to collaborate and redesign the patient experience
·         Understand how to use design model and process to solve complex healthcare problems
 
Site Tour schedule:
8:30 Registration at Hotel Lobby
9:00 Bus departing hotel
10:00 Arrival & Welcome
10:15- 12:15 Introduction & Touring
12:30 Bus departing FHIL
1:30pm Arrivals & End of Site Tour
Karen Tilstra, Co-Founder at Florida Hospital Innovation Lab

Karen Tilstra

Co-Founder
Florida Hospital Innovation Lab

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

8:50 am - 9:00 am Chair's remarks
Diane Magers, CEO at Customer Experience Professional Association

Diane Magers

CEO
Customer Experience Professional Association

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

8:50 am - 9:00 am Chair's remarks
Dennis Narlock, General Manager at Catalent Pharma Solutions

Dennis Narlock

General Manager
Catalent Pharma Solutions

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

9:00 am - 9:40 am Integrating CI, Data Science, Innovation and Strategy to achieve business and customer excellence
This case study will share the Southwest Airlines’ CI Program Deployment Story.
·         The current state of CI deployment
·         Linking process excellence with customer journey
·         Sharing insights into the future plans to integrate CI, Data Science, Innovation and Strategy
Ruben Del Toro, Enterprise Continuous Improvement, Strategic Planning at Southwest Airlines

Ruben Del Toro

Enterprise Continuous Improvement, Strategic Planning
Southwest Airlines

Angela Marano, Senior Director, Business Performance Improvement at Southwest Airlines

Angela Marano

Senior Director, Business Performance Improvement
Southwest Airlines

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

9:00 am - 9:40 am What does a transformational leader look like?
This session will outline some of key traits of transformation leaders who are:
·         Context driven – able to understand and respond to shifting dynamics in their organization and in the larger business context
·         Flexible – able to call on different leadership capabilities to best lead in the current context, and to inspire and connect with the people they lead to achieve results
·         Human – able to create an environment in which they and those they lead can bring their best, authentic selves to the workplace
Camille Romero, Director, Organizational Effectiveness at Ball Corporation

Camille Romero

Director, Organizational Effectiveness
Ball Corporation

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

9:40 am - 10:20 am Combining RPA and lean initiatives to deliver end to end process transformation and significant efficiency
Western Union started their global RPA and Process Excellence Journey at the same time, about 3 years ago. Not only millions of dollars have been saved through their robust automation program, they have been able double the business impact through process analytics and standardization.
·         When RPA meets lean: a double whammy approach on efficiency and process transformation
·         You don’t automate a bad process: Fix it first!
·         Where is automation falling short and how is lean complementing that?
·         Change management in RPA and lean initiatives
Ricardo Badillo, Director, Business Process Management at Western Union

Ricardo Badillo

Director, Business Process Management
Western Union

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

9:40 am - 10:20 am Panel Discussion: Inclusive leadership to inspire human-based innovation
·         What is human based and inclusive leadership?
·         How does leadership make a difference in driving transformation
Camille Romero, Director, Organizational Effectiveness at Ball Corporation

Camille Romero

Director, Organizational Effectiveness
Ball Corporation

Dani Hollis, Vice President, Project Implementations and Quality at PSCU

Dani Hollis

Vice President, Project Implementations and Quality
PSCU

10:20 am - 10:50 am Morning Coffee

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

10:50 am - 11:30 am Case study: RPA and Agile working together to deliver business results
Andy Maddux, First Vice President, Robotic Process Automation (RPA) Lead at Suntrust

Andy Maddux

First Vice President, Robotic Process Automation (RPA) Lead
Suntrust

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

10:50 am - 11:30 am Lead in the age of transformation
Transformational leadership is all about igniting passion in others, providing visionary leadership, creating positive energy, and fostering a work environment that thrives on personal motivation, adaptability, collaboration, and ideation. In this session, we will probe and discuss the following:
·         What is your organization’s predominant leadership style(s)? What is your own?
·         As a leader, do you insist on collaboration and empower your people to become leaders themselves?
·         Do you challenge the status quo and become a conduit for sustainable success?
·         How do you rise to the challenges of today’s “do more with less” reality?
·         What can/will you personally do to become a transformational leader?
Deborah Hawkes, Vice President of Process Excellence & Business Analytics at Change Healthcare

Deborah Hawkes

Vice President of Process Excellence & Business Analytics
Change Healthcare

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

11:30 am - 12:10 pm How to successfully implement an effective RPA program?
David Friedman, Director, Intelligent Automation at Ryder Systems

David Friedman

Director, Intelligent Automation
Ryder Systems

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

11:30 am - 12:10 pm Leading the change: merging a rigid CI methodology with constantly evolving business dynamics
The traditional approach to CI and Lean Six Sigma is centered on rigid structures and standards. The business requirements today are challenging this approach with a greater need for speed, flexibility and adaptability.
·         How can we incorporate new ideas and approaches while maintaining the benefits from standards and structures?
·         What can this transformation look like, how can it be accomplished?
·         How does it affect the way we run improvement projects and manage project scope?
Carl Wiberg, Global Continuous Improvement Manager at Nouryon

Carl Wiberg

Global Continuous Improvement Manager
Nouryon

12:10 pm - 1:10 pm Lunch

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

1:10 pm - 1:50 pm Case study: Owing and delivering your brand promises by taking voice of customer to the next level
Cassandra Seibles, Client Advocacy Lead at SunTrust

Cassandra Seibles

Client Advocacy Lead
SunTrust

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

1:10 pm - 1:50 pm Case study: End to end process transformation with customers at the heart
This case study will demonstrate how National Grid has transformed their Revenue Cycle Management Order to Cash Process leveraging process excellence tools translating the voice of the customer into business efficiencies
·         Focusing on end to end process reengineering from the customers perspective
·         Developing a collaborative approach to drive end to end customer ease and satisfaction
·         Sharing key projects, initiatives and ROIs that have been contributing a positive business impact
·         Driving a cultural performance transformation: What have we done differently?
Joshua Karpinski, Manager Strategic Planning & Support at National Grid

Joshua Karpinski

Manager Strategic Planning & Support
National Grid

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

1:50 pm - 2:30 pm Panel Discussion: How to select the most fitting technology vendors?
Jennifer Faria, AVP, Intelligent Automation Program Lead at FM Global

Jennifer Faria

AVP, Intelligent Automation Program Lead
FM Global

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

1:50 pm - 2:30 pm Leadership coaching for business transformation
Dennis Narlock, General Manager at Catalent Pharma Solutions

Dennis Narlock

General Manager
Catalent Pharma Solutions

Post-Conference Deep Dive Focus Day 1: Intelligent Automation & Customer Experience Transformation

2:30 pm - 3:10 pm Tying the customer journey map to the digital future
Diane Magers, CEO at Customer Experience Professional Association

Diane Magers

CEO
Customer Experience Professional Association

Post-Conference Deep Dive Focus Day 2: Transformational Leadership

2:30 pm - 3:10 pm Transmogrified - Lessons learned the hard way
WIIFM?  In this final deep dive session, we will take a serious light-hearted look at lessons learned the hard way from 20+ years of leading change without a license.  We will share stories and practical examples from actual transformation/change efforts focusing on themes related to:
 
·         Orchestrating change
·         Speeding change adoption
·         Getting to the heart of change / Making change stick
Tami Beheler, Lean Six Sigma Master Black Belt, Lilly Research Laboratories at Eli Lilly and Company

Tami Beheler

Lean Six Sigma Master Black Belt, Lilly Research Laboratories
Eli Lilly and Company

3:00 pm - 3:00 pm End of Focus Day