Save the Date! - World BPO Forum July 2009. Home Strategic Partners Alliance Partners Vice Chair Vice Chair - India Executive Advisory Board Attendee Registration Sponsorship Opportunities Research Agenda Sponsors Attendees Contact Us Host Hotel Agenda ************ World BPO Forum is developed in conjunction with our Vice Chairs and Executive Advisory Board to provide unprecedented opportunity for senior business executives to meet with peers,industry experts, destination country officials and outsourcing solution providers. Based on the topics selected and committed speakers, the World BPO Forum is committed to providing value proposition in an effort to gain a better understanding of offshoring and outsourcing capabilities in established and emerging nations, without the hassle of travel. Masters of ceremony Kartik L. Kilachand President The World BPO Forum, Inc. Mr. Babu Lal Jain President WBPO Forum, India Marc Di Francisco President Premier Event Managment, Inc. World BPO Agenda July 28th, 2008 Day One 7:30AM-8:30AM Hudson 1 REGISTRATION AND BREAKFAST BUFFET 8:30AM-8:45AM Hudson 1 Ambassador Deo's bio WELCOME Marc Di Francisco, President, Premier Event Management Jim Noble, Chairman, World BPO Forum Honorable Ambassador Neelam Deo, Consul General, India 8:45AM-10:00AM Hudson 1 Jim Noble's bio OPENING ADDRESS – “STRATEGIC SOURCING - A NEW BUSINESS ROLE FOR THE CIO” Presented by: Jim Noble, VP Strategy & Operational Excellence, BP plc; Chairman, World BPO Forum Dinyar Devitre's bio “STAYING IN THE LEAD – CAN INDIA MAINTAIN ITS GLOBAL MARKET SHARE IN THE FACE OF INCREASING COMPETITION AND RISING LABOR COSTS?” Presented by: Dinyar Devitre, Former CFO & current Board Member, Altria Group, Inc. 10:00AM-10:30AM BREAK - SOLUTIONS EXCHANGE PAVILION 10:30AM-11:30AM Session 1 Hudson 6 Frank Casale's bio Rob Lesser's bio Edward Susman's bio Amy Wernicki's bio Danny Ertel's bio “OUTSOURCING 2.0” Moderated by: Frank Casale, CEO, The Outsourcing Institute Panelists: Rob Lesser, Executive Director, Global Head, Professional Services Group, Morgan Stanley Edward Susman, SVP, Citi Markets & Banking Technology Amy L. Wernicki, Team Leader PPO Tech Services,  CIGNA Healthcare Danny Ertel, Founding Partner, Vantage Partners, LLC Discussion: The Fundamentals of Outsourcing Innovation Based on the landmark and controversial study conducted by The Outsourcing Institute, this interactive panel will address several of the critical micro trends that are innovating the way organizations outsource and who they outsource with: Innovative outsourcing tools - your new secret weapon How to ensure innovation is part of your outsourcing experience Relationship management as the new holy grail The rapid growth of do it yourself (DIY) outsourcing The emerging role of the Chief Resource Officer The growing debate over the need for the RFP Session 2 Harborside 2 Mr. JC Luther's bio Scott Scheirman's bio Wolfgang Hoeltgen's bio Don Schulman's bio “GLOBALIZATION – THE POSITIVE ROLE THAT BPO HAS PLAYED” Moderated by: JC Luther, Former Deputy Governor, Reserve Bank of India (RBI) Panelists: Scott T. Scheirman, EVP & CFO, The Western Union Company - “Western Union: Creating Value Through Outsourcing” - Outsourcing is central to the success of the world’s leader in money transfer service. Wolfgang Hoeltgen, Founder of German Indian Business Center Hannover - “Access to continental Europe - business opportunities for SMEs Don Schulman, General Manager, Global F&A Solutions, IBM Managed Business Process Services - “Balancing Risk & Performance with an Integrated Finance Organization - The Globally Integrated Enterprise” 11:30AM-12:00AM BREAK - SOLUTIONS EXCHANGE PAVILION 12:00AM-1:00PM Session 1 Hudson 6 Tsvi Gal's bio “WRONG SOURCING” Presented by: Tsvi Gal, Former CTO, Investment Banking & Asset Management, Deutsche Bank Discussion: Offshoring, outsourcing, smart sourcing, right sourcing — we’ve heard it all. But does it really work? When does it work and when doesn’t it? Are all offshore providers the same? Are there differences among the companies and the countries? Where is this leading us? Are there better ways to construct a deal then pure outsourcing? Join us if you have the stomach for this interactive, no hold-backs discus Session 2 Harborside 2 Anup Kumar's bio "MAXIMIZING STRATEGIC VALUE THROUGH KNOWLEDGE SERVICES OUTSOURCING & INNOVATION" Presented by: Anup Kumar, VP & Head BPO, Patni Computer Systems Ltd. Discussion: Industry Drivers & enablers for Knowledge Services Outsourcing Knowledge services currently outsourced Building blocks for a successful KPO Operations Process innovation & operational transformation 1:00PM-2:00PM Hudson 1 Raman Roy's bio LUNCHEON KEYNOTE - Sponsored by Info Consultech OPENING REMARKS Presented by: Peter Whatnell, 2009 President-Elect, SIM International “BPO FOR SME MARKET-THE OPPORTUNITY TO TAP THE LONG TAIL” Presented by: Raman Roy, CEO, Quatrro Discussion: The presentation will touch upon the opportunity for BPO companies to service the SME market and SME market’s ability to accept “one-to-many” BPO solutions. D S Rawat's bio CLOSING REMARKS Presented by: D S Rawat, ASSOCHAM 2:00PM-2:30PM DESSERT - SOLUTIONS EXCHANGE PAVILION - Sponsored by Godfrey Phillips India Ltd. 2:30PM-3:30PM Session 1 Hudson 6 Judy Arteche Carr's bio Chistopher Horace's bio Todd Thompson's bio Bruce Anderson's bio “GLOBAL SOURCING TRENDS” Moderated by: Judy Arteche-Carr, Chairman, SIM New York Chapter Panelists: Christopher Horace, Director Global G&A and IT Sourcing, The Coca-Cola Company Todd Thompson, CIO, Starwood Hotels & Resorts Worldwide, Inc. Bruce Anderson, VP IT, TIAA-CREF Discussion: Global Sourcing Trends- From the perspective of Senior IT Leaders in various industries: Consumer Product Goods, Manufacturing, Travel and Hospitality, Financial Services and Energy. Continued trend towards smaller, shorter deals as companies focus on individual processes instead of large and complex transactions- “selective sourcing” Increased reliance on global service delivery models More Focus on for data privacy and data security concerns Outsourcing beyond India: portfolio of countries and vendor companies Hybrid Solutions: Captive Centers, Regional Services Centers, Outsourcing Partners Need for Socially responsible outsourcing: high ethical standards, contributions to the community, environmental issues Session 2 Harborside 2 Anupam Govil's bio John Scott's bio Matt Parks bio C.J. Shah's bio "OFFSHORE DELIVERY MODELS - BALANCING RISKS, COSTS AND BENEFITS" Moderated by: Anupam Govil, CEO, Global Equations LLC Panelists: John Scott, Dir. Accounting, Danaher Group Matt Parks, Dir. Operational Analysis, Acosta, Inc. - US’s largest service/marketing firm C.J. Shah, Head of Sales, BPO - Zensar Technologies Discussion: Often the success or failure of an offshore initiative rests not on the financial terms and metric of a deal but on the structure of the engagement and delivery model. One of the most critical decisions during the outsourcing lifecycle is the choice of an Offshore Delivery Model that will define the outcomes and relationship for years to come. There are many shades of hybrid-captives and fully-outsourced models that are usually on the negotiation table between the client and the vendor that depend on a balance between Costs, Risks and Benefits. Ultimately the company's sourcing team that makes the decision and their operational team that manages the initiative are both tasked with ensuring a successful transition of processes and a reliable ongoing service delivery framework. This session will provide an overview of various Offshore Delivery Models that are normally considered during the sourcing process and the pro's and con's of these options. A panel of seasoned sourcing and operational executives will present real world examples of their experiences dealing with various aspects of their outsourcing lifecycle. The takeaways from this panel will include insights, tips and best practices on choosing the Delivery model that is right for your firm. 3:30PM-3:45PM BREAK - SOLUTIONS EXCHANGE PAVILION 3:45PM-4:45PM Hudson 1 Edward Hansen's bio CLOSING KEYNOTE - “CONTRACTING FOR INNOVATION IN OUTSOURCING” Presented by: Edward J. Hansen, Partner, Outsourcing, Technology Transactions, Morgan Lewis (New York) Discussion: This interactive presentation will challenge many of the traditional tenets of contracting for outsourcing relationships. In order to achieve real value in outsourcing, the parties must have a contract that is based on the relationship that made the business relationship desirable in the first place. Unfortunately, most contracting processes and competitive procurement processes test skills are irrelevant to success. In this presentation you will learn skills that you can begin applying immediately to the very next project you have. Learn how the “process of inclusion” can help you identify the important relational aspect of your outsourcing, and how reevaluation your elimination criteria can help you determine which suppliers will be the best “partners” in the long term. Jim Noble's bio CLOSING REMARKS Presented by: Mr. Jim Noble, Chairman, World BPO Forum 4:45PM-7:00PM Manhattan 9th Floor Sanjiv Narayan's bio EXECUTIVE RECEPTION - Sponsored by ESC "OPPORTUNITIES & CO-OPERATION IN SME PARTNERSHIPS FOR IT/ITeS BUSINESSES" Presented by: Mr. Sanjiv Narayan, Chairman, ESC Mr Deepak Sareen, Executive Director, ESC Admittance by Conference Badge or VIP Pass Only, Complimentary Hors D’oeuvres and beverages 4:45PM-7:00PM Manhattan 9th Floor Jim Noble's bio Dinyar Devitre's bio Sheikh Nahayan “AWARD PRESENTATIONS” Presented by: Kartik L. Kilachand & Babu Lal Jain 1st Award: Jim Noble 2nd Award: Dinyar Devitre - Accepted by Babu Lal Jain, President, World BPO India 3rdAward: His Highness Sheikh Nahayan Mabarak Al Nahayan, Minister of Higher Education and Scientific Research of the United Arab Emirates (UAE) - Accepted by Dr. Bob Richards, Director of the Dubai Men’s College, and former Executive Director, CERT The World BPO Forum presents its first annual “Inspirer of the Year Award” to His Highness Sheikh Nahayan Mabarak Al Nahayan, Minister of Higher Education and Scientific Research of the United Arab Emirates, in recognition of his leadership in developing education and technology, and encouraging sustainable partnerships with business communities. His Highness exemplifies the global leader and citizen whose personal creativity and enterprise highlight the best that globalization has to offer to create a more prosperous world for current and future generations. By establishing a national network for higher education and technology, and by creating the Center for Excellence in Applied Research and Training (CERT), His Highness has extended the educational and economic reach of the UAE well beyond the Middle East, and has expanded the potential of cooperation between businesses in every corner of the world. The CERT Group of Companies began as the commercial arm of the Higher Colleges of Technology in the United Arab Emirates, and has grown to be the largest private education provider in the Middle East. CERT is also the largest MENA (Middle East North Africa) investor in the discovery and commercialization of technology, investing USD 35 million in 2006. In 2005 CERT signed the largest Telematics deal in history, with IBM, that has led to the development of Telematics technology in the United Arab Emirates. CERT provides the only super computing center in the South Asia, Middle East, North Africa region. The CERT Blue Gene supercomputer offers 5.7 teraflops calculating speed to corporate clients for use in biotechnology, nanotechnology, and genetics research as well as oil and gas simulation. CERT Technology Park in the UAE is home to international companies such as Intel, Honeywell and Lucent Technologies. World BPO Agenda July 29th, 2008 Day Two 8:00AM-9:00AM Hudson 1 REGISTRATION AND BREAKFAST BUFFET 9:00AM-9:15AM Hudson 1 Jim Noble's bio WELCOME Marc Di Francisco, President, Premier Event Management Mr. Jim Noble, Chairman, World BPO Forum 9:15AM-10:15AM Hudson 1 Dr. Ganesh Natarajan's bio GLOBAL SOURCING: CHANGE, INNOVATION & TRANSFORMATION Presented by: Dr.Ganesh Natarajan, Chairman, NASSCOM; Global CEO, Zensar Technologies Discussion: Collaboration is the key for ongoing success for which some commonality of initiatives in education, technology deployment and best practices sharing would only add to the success of the community. The good news is that technologies that enable collaboration and innovation are being invented at a faster pace than ever which is good news for all. Intel’s Classroom PC which is already changing the outlook of millions of young learners in all parts of the world and Microsoft’s new Surface technology which will make put image and artefact manipulation and transfer literally at our fingertips in the near future open up vistas of opportunities to enable the digital revolution to embrace all citizens of the planet and it will need progressive partnerships between government, academia and ICT entrepreneurs to create new applications for businesses and communities in the years to come. Collaboration through offshoring, individuals and communities connecting and collaborating with each other, collaborative platforms and online communities etc. is the definite future that will enable co-creation of change, innovation and transformation for businesses across the world. 10:15AM-10:45AM BREAK - SOLUTIONS EXCHANGE PAVILION 10:45AM-11:45AM Session 1 Hudson 6 Ananda Rajan's bio Mike Connors bio Aseem Bakshi's bio “NARROWING THE GAP BETWEEN EXPECTATION AND REALITY” Moderated by: Ananda Rajan, Business Head, BPO & IMS, Tech Mahindra Panelists: Mike Connors, VP Remote Infrastructure Management, CompuCom Aseem Bakshi, VP Architecture Applications, IPC Information Systems Discussion: This interactive panel discussion will centre around the benefits of "Gent offshoring” versus "mere offshoring” that has traditionally been based on cost arbitrage. There exist several key parameters that are often overlooked by CXOs while transitioning their business processes and IT Infrastructure to an offshore delivery model. Many a times this results in pain for outsourcing organizations, who then find themselves in unproductive relationships; comprising, among other things, of inflexible offshore partners, lack of independent decision-making, high churn and under-trained staff. The panel will address some of the critical variables and best practices that build sustainable and value-for-money offshore relationships, including but not limited to: Smooth and reliable transitions Voice and language issues Cultural Sensitivity Business Process Improvement Flexibility to adapt and upgrade Involvement of outsourcer in enhancing and training vendor staff Onsite and offshore Team integration Capability to handle highly complex business needs Productivity enhancements Session 2 Harborside 2 Nora Terrado's bio Ray Anthony's bio Beng Coronel's bio Karen Morris bio “THE PHILIPPINES - THE MISSING PIECE OF YOUR GLOBAL SOURCING STRATEGY” Moderated by: Nora Terrado, Country Manager, Headstrong Philippines, Inc. Panelists: Ray Anthony Roxas-Chua III, Chairman, Commission on ICT, Philippines Beng Coronel, President, Philippine Software Industry Association Karen Morris, Chief Innovation Officer, AIG Product  Development General Insurance Discussion: Companies wanting to expand their IT sourcing strategy are looking for alternatives to the traditional global “suppliers”. The Philippine Software Industry is proving to be a formidable player in the global IT sourcing arena. This interactive discussion will highlight the advantages of the Philippines as an outsourcing destination with a special focus on the Philippine Software Industry’s value proposition. In this session you will understand the environment that exists – a pool of IT talent comparable to the world’s best, a hospitable business environment that nurtures collaboration and partnership, adaptability to global best practices, and a world-renown tradition of customer service excellence. Panelists will present their IT sourcing success stories covering various engagement models. Learn how you too can tap into the Philippines’ winning combination and complete your IT sourcing puzzle with its most important piece. 11:45AM-1:30PM Hudson 1 Surya Kant's bio Milind Kamat's bio LUNCHEON KEYNOTE - "GLOBAL SOURCING TRENDS AND IMPLICATIONS TO THE PROVIDER" Presented by: Surya Kant, President, Tata Consultancy Services, Americas Panelist: Milind M. Kamat, Head Strategic Sourcing Solutions, Tata Consultancy Services, Americas Discussion: The need for change in provider’s mind-set to address the emerging market trends requiring Integrated & Collaborative Global Delivery Global Sourcing as a Market Enabler Industry Specific Processes Self Financed Transformations Over the years the market demands have changed and so have the imperatives for the providers. The providers focus has changed from addressing individual customer demands providing cost arbitrage on low end skills to becoming a knowledge provider/working as an industry advisor providing end to end solutions. The Indian BPO industry has thus met the market imperatives of delivery globally, helping the customers transform businesses to better reach their market while continuing to achieve the twin goals of profitability and growth. The presentation will address some of the aspects that have helped the providers do so. Jim Noble's bio CLOSING REMARKS Presented by: Mr. Jim Noble, Chairman, World BPO Forum 1:30PM-2:00PM DESSERT - SOLUTIONS EXCHANGE PAVILION - Sponsored by Godfrey Phillips India Ltd. 2:00PM-3:00PM SMALL GROUP SESSIONS WITH VENDORS Selected vendors will be given breakouts to give a presentation to the practitioners regarding their off-shoring practices. Here are the listed vendors to present during the hour time span. Liberty 1 - Philippines Software Industry Association Holland 2 - Tata Consultancy Services Palisades 1 - Zensar Technologies Palisades 2 - Tech Mahindra Palisades 3 - Patni 3:00PM CONFERENCE ENDS These above time slots and presentations are subject to change Copyright © 2007, WorldBPOForum