Conference Day One

8:15 AM - 8:40 AM Registration & Networking

8:50 AM - 9:00 AM Chair's Welcoming Address

Sophie Leng-Smith, Vice President, Deutsche Bank


Sophie Leng-Smith

Vice President
Deutsche Bank

9:00 AM - 9:40 AM How will artificial intelligence impact the future of business operations?

Michael Natusch, Global Head of Artificial Intelligence, Prudential
Learn about real world examples of the application of artificial intelligence to drive operational excellence, including:
  • New ways of working
  • How to build intelligent agents
  • Closed feedback loops
  • The current and future potential operational impact of AI


Michael Natusch

Global Head of Artificial Intelligence

9:40 AM - 10:10 AM The RPA Journey: UBS and Automation Anywhere

Rob Hughes, Senior Director, Automation Anywhere
  • From RFP to first steps – key levers and potholes
  • Cutting through the noise – automation is not one thing
  • Building for the future of work


Rob Hughes

Senior Director
Automation Anywhere

10:10 AM - 10:20 AM OpEx Bingo!

Capitalise on your time out of the office by making your way around the room to find delegates with corresponding numbers to compete for a fantastic prize. Remember to focus on efficiency!

10:20 AM - 11:00 AM SAP’s Digital Transformation Journey

Corinne Reisert, Head of Process Governance, SAP AG
As the market leader in business application and analytics, SAP is at the center of today’s business and technology revolution. This keynote session gives an insight into how SAP is redesigning its own business processes to accommodate for the shift from on premise licensing to cloud subscriptions:

  • Transforming into a hybrid business environment: Identifying the affected processes
  • Processes and people focus: Standardisation versus individualisation
  • Business Process Re-Design: Continuous end-to-end transformation


Corinne Reisert

Head of Process Governance

11:00 AM - 11:30 AM Networking Break

Leveraging Digital Transformation and Industry 4.0

12:05 PM - 12:35 PM How the combination of RPA and Cognitive Automation deliver quicker wins and better ROI

Adam Devine, SVP, Head of Marketing, WorkFusion
  • Processes like AP, order-to-cash, claims, and customer onboarding suffer from disparate legacy systems and too much manual work
  • Intelligent Automation (robotics + cognitive) helps ops teams make these and many other processes leaner, faster and more accurate by combining rules-based bots with machine learning to tackle unstructured data and variability
  • This session will cover the common roadblocks in enterprise operations, the capabilities required to level them, and customer success cases from global banks, insurance companies, and Fortune 500s


Adam Devine

SVP, Head of Marketing

Leveraging Digital Transformation and Industry 4.0

12:40 PM - 1:10 PM Robotic process automation (RPA): how to use the opportunity to optimise operations

Martin Ruane, Programme Director, ENGIE
  • Which technology was used and why?
  • Process mapping for RPA: getting our processes right and tying them together so we were automating an optimal workflow
  • Keeping the customer experience central to the process and system design
  • Moving operators into more high-level problem solving roles: what learning and development was needed to support this transition?


Martin Ruane

Programme Director

End-to-End Process and Sustainable Change

11:30 AM - 12:00 PM Beyond Budgeting: A management model for new business and people realities

Bjarte Bogsnes, Vice President Performance Management Development, Statoil
  • The Statoil implementation journey
  • The problems with traditional management, including budgeting
  • The Beyond Budgeting principles and companies on the journey
  • Statoil's "Ambition to Action" model:
  1. Redefining performance - dynamic and relative with an holistic performance evaluation
  2. Dynamic forecasting and resource allocation and no traditional budgets
  3. From calendar-driven to event-driven; a more self-regulating management model
  • Implementation experiences and advice


Bjarte Bogsnes

Vice President Performance Management Development
  • Firing up the finance and operations teams to really release the potential through engaging people
  • Building problem solving into everyday life as a way of working
  • Bringing the digital agenda into the Lean agenda: lessons learnt from the journey so far


Daniel Holladay

Head of Transformation and Continuous Improvement
Vodafone Group

Matt Twilley

Senior Transformation Manager, Finance Operations

Matt Twilley

Senior Transformation Manager, Finance Operations

End-to-End Process and Sustainable Change

12:40 PM - 1:10 PM Sustaining cultural change in the face of staff turnover and resistance

Chris Dalby, Head of Strategic PMO and Change, Lloyd's of London Amanda Silvey, Head of Operational Excellence, Telefonica Eva Cullen, Head of Delivery Operations, John Lewis
  • Anyone can map a process once but keeping it up-to-date and getting people to understand why it’s important is the real challenge
  • How can you get people switched on to doing things differently, creating a real philosophy and a practical approach so that if a manager leaves people don’t go back to their old ways of doing things?
  • If something doesn’t work is that the person’s fault or the process’s fault? How do we empower every individual to feel accountable for making things better?


Chris Dalby

Head of Strategic PMO and Change
Lloyd's of London

Amanda Silvey

Head of Operational Excellence

Eva Cullen

Head of Delivery Operations
John Lewis

OPEX Leaders

11:30 AM - 12:00 PM Realise digitally enabled process excellence

Stephan Schluchter, Manager, Business Process Management , SAP SE
In the era of digital transformation, digitally enabled process excellence is critical for the success of any business. This session dives into several case studies how SAP-customers realise data based operational excellence and continuous process improvement and how they leverage bi-modal IT to rapidly implement differentiating processes outside of the core back-end systems:

  • Customer example: Detect non-compliant process variants and fraud and improve the efficiency of the complaints management process by enabling full transparency into as-is processes
  • Customer example: Improved consume-to-cash process through real time cross application process monitoring
  • Case Study: Realising agile and adaptive business processes by extending core processes flexibly in the cloud


Stephan Schluchter

Manager, Business Process Management

OPEX Leaders

12:05 PM - 12:45 PM The challenges of rolling out a continuous improvement programme across a global workforce of 420,000

Isabelle Hannedouche, Global Vice President – Business Improvement & Growth Support, Sodexo
  • How to create a community out of many local sites? What difficulties were faced in implementing this global programme?
  • Overcoming local resistance and establishing a sense of ownership and a common language for OpEx around the world
  • Our approach to measuring the benefits of what the programme delivers
  • Ongoing challenges involved in sustaining the change and sharing innovation between global teams


Isabelle Hannedouche

Global Vice President – Business Improvement & Growth Support

OPEX Leaders

12:40 PM - 1:10 PM How can we model our operations around the future needs of the business and our customers?

Dr Janne Ohtonen, Author and Head of Customer Experience and Engagement, Avios.com
Insight and flexibility are quickly taking over where the cost imperative was once our driver. OpEx leaders will share their ideas on how to design operations that anticipate the customer’s future needs, discussing key points such as:
  • Understanding how we capture customer and consumer needs: what is the best model for this?
  • Rethinking the design of our systems and processes to allow for future rapid change in order to keep ahead of the competition
  • Instilling a more flexible set of processes and a more agile culture across a process driven organisation to enable future innovations


Dr Janne Ohtonen

Author and Head of Customer Experience and Engagement

1:10 PM - 2:10 PM Networking Lunch

2:10 PM - 3:20 PM Breaking down organisational siloes to enable end-to-end process excellence

David Haglund, Director, Process Management, Volvo
  • What is your target operational model?
  • Will you need to make organisational changes to reach your goal, or will process and people transformation be sufficient?
  • Streamlining processes and improving handover points to allow a smoother experience for the customer
  • Embedding a process, tools and necessary skills across the organisation and its partners


David Haglund

Director, Process Management

2:10 PM - 3:20 PM Process oriented management systems: finding the balance between effort and benefit using state-of-the-art tools

John Öster, Director Global Management Systems and Tools, Volvo Car Corporation
  • How to identify the right level of process detail to best support the organisation?
  • Balancing IT tool technical ability with usability for the regular employee
  • IT tool integration complexity or stand-alone simplicity as the best way to support business needs


John Öster

Director Global Management Systems and Tools
Volvo Car Corporation

2:10 PM - 3:20 PM Practical approaches to driving operational excellence to increase customer satisfaction

  • Designing the end-to-end customer journey to drive tangible improvement
  • Which combination of OpEx tools will support the transformation that the business requires?
  • How to make the tools meaningful and practical for the people on the ground

2:10 PM - 3:20 PM Making processes more visible in the service industry

Gerard Poolman, Continuous Improvement Coach, Shell
In a manufacturing plant, the processes can be clearly seen – but how can we achieve effective visibility of processes that do not involve physical equipment and activities, to achieve stronger engagement of people in the process?


Gerard Poolman

Continuous Improvement Coach

2:10 PM - 3:20 PM Best practice project management and collaboration within global teams

Elena Skvortsova, Senior Vice President and General Manager, Business Unit Head, The Linde Group
As competition in many industries is quickly rising, and companies’ operations spread throughout the world, the need to for OpEx professionals to collaborate with remote colleagues becomes crucial to business success. How are different organisations handling this in terms of organisation structures? Which tools are people using to facilitate collaboration? And how do teams need to adapt their way of working to communicate effectively within virtual teams? Finally, can we agree on what constitutes best practice for project management within a virtual improvement team?


Elena Skvortsova

Senior Vice President and General Manager, Business Unit Head
The Linde Group

2:10 PM - 3:20 PM OpEx in heavily regulated industries: balancing efficiency with governance

Dean Nash, Head of Legal and Compliance, Monzo Bank
  • Process governance: maintaining material for regulatory compliance and avoiding people diverging from standards
  • Managing and aligning the different process views of the customer, the colleague and the business in a regulated business
  • Enabling change: how different regulated businesses set themselves up to manage operational improvement and governance and their risk management framework
  • Managing regulatory change and changing behaviours to ensure sustainable compliance


Dean Nash

Head of Legal and Compliance
Monzo Bank


2:10 PM - 3:20 PM Failures and successes on the way towards a culture of best practice sharing

Guntram Koller, Head of Operational Excellence, Merck
  • Integrating failure in a corporate culture, giving people trust to talk about their mistakes and problems
  • How to convince and support people to search for existing solutions before solving the problem on their own
  • Why do good practices from one place not always translate well into different environments and locations? When do we decide that a good idea is ‘best practice’?
  • The challenges of sharing and adopting best practice across remote teams around the world


Guntram Koller

Head of Operational Excellence


2:10 PM - 3:20 PM BPM implementation across complex multi-site organisations

Ivan Seselj, Chief Executive Officer, Promapp
Learn from the experiences of others at different stages of the BPM journey on this collegiate, honest discussion group. Bring along your three top challenges to present to the group, and be prepared to share your own lessons learnt.


Ivan Seselj

Chief Executive Officer

Sponsored by: Promapp


2:10 PM - 3:20 PM RPA: how to ensure you automate the right things and get the processes right?

Martin Ruane, Programme Director, ENGIE
  • What to automate and why? What kinds of problems will automation solve?
  • Looking at reducing work through automation, can you automate entire roles, or is your business case going to be more complicated? How to identify and quantify the potential efficiencies
  • Considering the customer experience in the robotic automation of service functions: which strategy will ultimately reduce customer effort and make your business more competitive?
  • How important is it to get the process right before you automate? Industry examples of pitfalls to avoid!


Martin Ruane

Programme Director

3:20 PM - 3:50 PM Solution Demo Drive

3:20 PM - 3:50 PM Driving effective change: insights from neuroscience for leaders

Paul Taylor, Director, The Body-Brain Performance Institute
A stimulating blend of neuroscience, psychology and physiology, this session will explore:
  • How the brain responds to change
  • Why a neuroscience-based model of engagement can help drive effective business transformation
  • Practical tips for becoming a more effective leader and for supporting leaders within the business


Paul Taylor

The Body-Brain Performance Institute

3:50 PM - 4:10 PM Networking Break

4:10 PM - 4:50 PM Deployment of OpEx strategy in a mature company: lessons learnt

Kai Johansen, Director Operational Excellence, Glencore Nikkelverk
  • Putting the people and infrastructure in place for an end-to-end improvement approach
  • Inspiring teams and leaders across the business to believe in your vision for change
  • Our approach to technology innovations and the use of IT as a strategic tool to strengthen our improvement efforts
  • Monitoring and measuring the results: aligning the KPIs to the projected business outcomes
  • Reviewing progress over a longer period of time, ensuring changes stick within a constantly evolving business


Kai Johansen

Director Operational Excellence
Glencore Nikkelverk

4:40 PM - 5:20 PM Future proofing operations at EDP distribution: lessons learnt from the Go Digital and JUMP programmes

Virginia Andrade, Associate Director of Organisation Management and Development, EDP Distribution
New business drivers and industry trends led EDP Distribution to evaluate and redefine its process framework for the future. It is running two simultaneous change programmes: the JUMP network operations modernisation and the Go Digital programme. Virginia will give a candid talk about the goals, challenges and initial results from this ambitious transformation, including:
  • Reviewing all processes and systems related to assets and commercial management cycles in order to optimise operations
  • Plans to adapt the organisational structure based on a model of new capability requirements
  • Progress toward realising JUMP, the goals of operational efficiency, customer experience, service quality, commercial development and market innovation


Virginia Andrade

Associate Director of Organisation Management and Development
EDP Distribution

5:20 PM - 6:00 PM Scaling Operations: Customer Obsession

Amar Patel, Senior Operations Manager, Uber
  • How to run lean operations whilst achieving operational excellence
  • How to create a team/company culture that drives customer obsession
  • The importance of being flexible if your business is to remain cutting edge & innovative
  • Introduction to Uber’s Culture: Hustle and raise the bar to deliver world-class operations
  • Let Builders Build: Scaling operational excellence whilst still remaining localised and celebrating cities
  • Making Magic: Create a customer experience for your audience
  • Owners, not renters: People management when operating centrally
  • Big Bold Bets: The importance of remaining flexible in a fast paced and dynamic industry


Amar Patel

Senior Operations Manager

6:00 PM - 6:05 PM Chair’s Closing Remarks

Sophie Leng-Smith, Vice President, Deutsche Bank


Sophie Leng-Smith

Vice President
Deutsche Bank