• HfS Research Presents

    The Future of Operations in the Robotic Age

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




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

Join the HfS Research analyst team and the industry community for this event, attend our compelling presentations and discussions, participate in the exchange of ideas and experiences with your peers and learn to enable your digital organization to become a OneOffice focused enterprise.

What will you learn

– Making Design Thinking, Intelligent Automation and digitization work for you

– How the C-Suite views the future of the service industry

– How can we get ahead of disruption to be successful as professionals?

– Achieving an Outcome-centric Outsourcing Strategy

What to expect

– High impact insights from HfS analysts and top industry practitioners

– One-on-one meetings with HfS analysts

– Access to exclusive research

– Collaborative Workshops

– Breakfast, lunch and reception for peer networking

Who is it for

– Operations Professionals

– IT Executives

– Automation and Cognitive Executives

– Finance Executives

– Procurement and Supply Chain Executives

– Sourcing & Outsourcing Executives

– Shared Services Executives

– Customer Support Managers

– Digital Transformational Executives


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

    Speaker: Azeem Azhari

  • 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 Boos, CEO, Arago
    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 Case Study Session
  • 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


Ian PestelCisco
John AshworthSmith & Nephew
Dave MossBlue Prism
John O’BrienHfS Research
Pareekh JainHfS Research
Mohit JoshiInfosys
Ahmed MazhariGenpact
Chris LambertonEY
Boris KrumreyUiPath
Marc CoolingLloyds Banking Group
Brian HalpinHSBC
Alexander HübelEricsson
Warren BuckleyHSBC
Azeem AzharSchibsted Media Group
Dawn TiuraSourcing Industry Group
Chris Boosarago
Cliff JusticeKPMG
Jesus MantasIBM
Mihir ShuklaAutomation Anywhere
Phil FershtHfS Research
Rohit AdlakhaWipro
David PooleSymphony
Derk ErbéHfS Research
Tom ReunerHfS Research
Professor Leslie WillcocksLondon School of Economics

Diamond Sponsors

Gold Sponsors

Chicago Future of Operations Summit Recap

Application (Closed)

The HfS FORA London Summit is a limited seat capacity event, and all seats have been booked. By applying below, you are automatically added to the waitlist for this event.

On the waitlist, executives from buy-side enterprises are given priority and therefore stand a better chance to be allocated a seat if something opens up.

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London 2017, December 7 (waitlist)New York 2018, March 1

Problems with the registration form? Send us a note and we will review your application when we are able.