• HfS Research Presents

    The Future of Operations in the Robotic Age

    FORA Summit | December 7, 2017 | London, United Kingdom

Impressions from the event




Azeem Azhar is a strategist, product entrepreneur and writer with a passion for all things technological. Read more



Warren Buckley is Global Head of Contact Centres for HSBC with responsibility for c.20,000 people across 35 countries supporting 36 million customers. Read more



Phil is an acclaimed author, analyst, and visionary in IT Services and BPO, the Digital Transformation of enterprise operations and cognitive automation strategies. Read more


  • 7:30 AM – 8:30 AM Breakfast and registration
  • 8:30 AM – 8:50 AM Welcome and introduction
  • 8:50 AM – 9:15 AM Keynote: The State of the Operations in the Robotic Age

    Speaker: Phil Fersht

  • 9:15 AM - 10:15 AM Leadership Panel: The Leadership of the Industry Squares up to Reality


    Ahmed Mazhari, Chief Growth Officer, Genpact
    Cliff Justice, Partner, KPMG
    Dawn Tiura, CEO, SIG
    Jesus Mantas, Managing Partner and General Manager, IBM Business Consulting
    Mihir Shukla, CEO, Automation Anywhere
    Mohit Joshi, President, Infosys
    Prof Leslie Willcocks, Professor of Technology Work and Globalization, London School of Economics

    Host: Phil Fersht

  • 10:15 AM – 10:30 AM Break
  • 10:30 AM – 11:00 AM How to scale RPA globally

    Guy Kirkwood, Chief Evangelist, UiPath
    Jairo Quiros, Vice President Global Shared Services & RPA COE Leader, Equifax

    Host: John O’Brien

  • 11:00 AM - 11:45 AM Keynote: The Exponential View of Artificial Intelligence

    Speaker: Azeem Azhar

  • 11:45 AM - 1:00 PM Lunch
  • 1:00 PM - 1:30 PM Keynote: The Realities of Global Customer Service in the Age of Virtual Agents

    Speaker: Warren Buckley

  • 1:30 PM - 2:15 PM Breakout 1: Blockchain
  • 1:30 PM - 2:15 PM Breakout 2: Artificial Intelligence and its Application to Business Operations
  • 1:30 PM - 2:15 PM Breakout 3: The Internet of Things and its Impact on Business and Data
  • 2:15 PM - 2:40 PM Breakout Wrap Up Discussions
  • 2:40 PM - 3:20 PM Panel: The Software and Services Leaders Face-off


    Boris Krumrey, Chief Robotics Officer, UiPath
    Chris Lamberton, EMEIA RPA Leader, EY
    Dave Moss, CTO, Blue Prism
    David Poole, CEO, Symphony Ventures
    Rohit Adlakha, VP and Global Head of Automation, Wipro

    Host: Tom Reuner

  • 3:20 PM - 3:45 PM Break
  • 3:45 PM - 4:15 PM Leveraging Automation to Drive Business Impact | The MS Amlin Story

    Rohit Adlakha, VP and Global Head of Automation, Wipro
    Philippe Houtakkers, Strategy Analyst, MS Amlin

    Host: Saurabh Gupta

  • 4:15 PM - 5:00 PM Panel: The Customer Big Issues Panel


    Alexander Hübel, Director Digital Transformation, Ericsson

    Brian Halpin, Global Head of Automation, HSBC

    Ian Pestel, Head of Global BPO Vendor Management, Cisco

    John Ashworth, SVP of Finance Operations, Smith & Nephew

    Marc Cooling, Lead Architect RPA, Lloyds Banking Group

    Host: John O’Brien

  • 5:00 PM - 5:30 PM Wrap Up & Q&A
  • 5:30 PM - 10:00 PM Networking reception and dinner


Rohit AdlakhaWipro
John AshworthSmith & Nephew
Azeem AzharSchibsted Media Group
Warren BuckleyHSBC
Marc CoolingLloyds Banking Group
Derk ErbéHFS Research
Phil FershtCEO & Chief Analyst, HFS Research
Brian HalpinHSBC
Philippe HoutakkersMS Amlin
Alexander HübelEricsson
Pareekh JainHfS Research
Mohit JoshiInfosys
Cliff JusticePartner, US leader of cognitive technology, automation and digital labor initiatives, KPMG
Guy KirkwoodUiPath
Boris KrumreyUiPath
Chris LambertonEY
Jesus MantasIBM, Managing Partner & General Manager
Ahmed MazhariGenpact
Dave MossBlue Prism
Ian PestelCisco
David PooleSymphony
Jairo QuirosEquifax
Tom ReunerHfS Research
Mihir ShuklaCEO and Co-Founder, Automation Anywhere
Dawn TiuraSourcing Industry Group
Professor Leslie WillcocksLondon School of Economics

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The HfS FORA London Summit is a limited seat capacity event, and all seats have been booked.