Conference Programme - Speakers

Day Two - Thursday 18 October


10:00 am

Mark Lewis, Partner, Head of Outsourcing, Bryan Cave Leighton Paisner

Keynote Session

The Unintended Consequences of Law Combined with Technology: Managing Legal and Regulatory Technology Risk in BPO

  • The legal and contractual implications of implementing software robotics
  • Dealing with technology and process change in BPO: beyond agile implementation and change control clauses
  • Outsourcing process to the Cloud: managing regulatory and contractual risk
  • AI and BPO: horizon scan of law and regulation

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10:30 am

Kit Burden, Global Co-Head of Technology Sector, DLA PIPER

Top 20 Outsourcing Do's and Dont's

Outsourcing transactions can be complex undertakings, with many opportunities and benefits that need to be locked down, as well as risk to be managed. Past experience with such projects can also be a powerful guide to both what works, and what can create difficulties in practice. Kit’s session will accordingly build upon the experience of DLA Piper’s global sourcing practice to highlight a practical set of do’s and don’t’s for such projects, from both a supply and buy side perspective.

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11:30 am

Ohood Abdulghaffar, Regional Director UK & Ireland, Bahrain Economic Development Board

Exploring setting up in Bahrain - for tech, telecoms and digital businesses

Ohood will cover the advantages of setting up a BPO business in Bahrain in order to gain ready access to organisations looking for the advantages offered by BPO services across the GCC and MENA region.

Bahrain offers a compelling case for BPO: the sector is growing at a projected CAGR of nearly 13% 2013-2020. Regional demand continues to rise, with over half of GCC companies outsourcing some of their processes or IT to reduce costs.

Ohood will cover the business advantages of considering Bahrain, including the business-friendly commercial environment, which allows for 100% foreign ownership, as well as full repatriation of capital, profits and dividends. Bahrain has the Gulf’s most lenient corporate and personal tax regime and is fast becoming a preferred hub due to lower operating costs of running a business compared to regional capital cities.

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12:00 pm

Sumit Goswami, Group CEO, QX Limited

Design Thinking: A Change Agent for Recruitment Outsourcing

Design thinking is a human centred approach to solve business problems. Human or candidates are the focal point of this approach. We in the recruitment industry are trying to solve a human resource problem. As a recruitment business professional our tendency to address the issue is through business context. What if we apply the design thinking principles like user centric, collaborative, iterative, emotional and experimental approach to solve the issue. The result will be candidate centric and holistic with far reaching long term business gains.

Adoption of design thinking by organizations will enable them to provide recruiters with automated tools, data with actionable insights, streamlined workflows and collaborative communication channels. This will result in recruiters exceeding their hiring targets and fulfil the expectations of their business leaders and other stakeholders.

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1:30 pm

Mark Walton, VP Europe, Arise Virtual Solutions

Revolutionising the Outsourcing of Customer Contact through Home Working

Mark will explore the Arise unique Home Working Model which has made a massive impact in the US and is now growing rapidly in the UK.

Mark explores how Flexible working is delivering significant benefits to highly respected Brands, Consumers and Customer Facing agents alike and examines how Home Working came to the rescue for Carnival Cruises in the US during the Hurricane season.

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2:00 pm

Petr Studnicka, CEO, Conectart

Delivering More Than Results

Customer comes first, expressions like customer satisfaction, customer care, customer experience, we all know them and promote them, but are we really devoted to them to the full extent? And are we acting by them with enough attention to the quality and cost effectiveness? Should only the big companies be concerned with customer care or the smaller ones as well? What should outsourcing deliver? And why should you choose the BPO partner in Prague for example?

Petr will show you his view on these questions that are crucial to every business.

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3:00 pm

Ashley Carter, Global Outsourcing Principal, BDO

Virtual CFO – The Ultimate Finance Function Outsource

Traditional finance function outsourcing only relieves the burdens of daily and monthly accounting. The ‘Virtual CFO’ is a service that harnesses automation, exploits the power of business intelligence and accesses professional experts to go far beyond transactional accounting.

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3:30 pm

Aris Kossoras, Financial Services Partner, KPMG

The 4 pillars of the CFO agenda for disruption

Extreme Automation, insights & analytics, Organisational Simplification, Skills & Talent all 4 underpinned by Innovation. Talking about the unprecedented innovation across all 4, in the face of unrelenting pace of regulation and technological change.

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