HFS Research Presents

    Hurtling into the Hyper-Connected Economy


    FORA Summit | December 11-12, 2018 | Manhattan, New York, USA

Date: 11-12 December 2018

Venue: Convene, 117 W 46th Street, New York USA

Chairman: Phil Fersht, CEO and Chief Analyst at HFS Research


Carole MurphyEVP - Head of Business Transformation Services, Capgemini
Debra PolishookGroup Chief Executive, Accenture Operations
Ted SheltonChief Customer Officer, Catalytic
Riju VashishtSVP & Head of Intelligent Automation, Digital Solutions and Transitions, Genpact
Stephen HosleySenior Vice President, OneSource, The Estée Lauder Companies
Brian KlochkoffAutomated Solutions Architect, Dentsu Aegis Network
Kate O’NeillFounder and Author, KO Insights
Allison SagravesChief Data Officer, M&T Bank
Alastair BathgateCEO & Co-Founder, Blue Prism
Trey CampbellCEO, OneSource Virtual
Mihir ShuklaCEO and Co-Founder, Automation Anywhere
Tiger TyagarajanPresident and CEO, Genpact
David BrownGlobal Head, Shared Service & Outsourcing Advisory, KPMG
Chris CaldwellPresident, Concentrix Corporation
Asheesh MehraCo-Founder and Group CEO, AntWorks
Akshay SabhikhiCEO, Cognitive Scale
Manish GoyalGlobal Artificial Intelligence Practice Leader, IBM
Mark HodgesFounding Partner, Acresis
Cliff JusticePartner, US leader of cognitive technology, automation and digital labor initiatives, KPMG
Ravi KumarPresident, Infosys
Robbie AllenCEO, Infinia ML
Sandeep DadlaniChief Digital Officer, Mars
Betsy GauthierVP Intelligent Automation, Travelers
Jo-Ann MendlesC-Suite Technology & Operations Executive, For-profit Board Director
Anita Karlsson-DionVice President, Cognitive Process Services, IBM Services
Brian QuartelDirector, Financial Operations and Shrink Reporting, The Home Depot
Terry WalbyCEO, Thoughtonomy
Shawn WheatleyManager, RPA Center of Excellence, RPA Center of Excellence at Exelon
Violet DesiletsVP Finance & Shared Services, Staples
Weston JonesPartner, EY
David JudgeVice President, SAP Leonardo
Heather RichardsCEO, Transversal
Edmond CunninghamVP Procurement & Supply-Chain, Emblem Health
Krishna NachaGlobal Head of Business Services, Wipro Limited
Elliot StiversGlobal Director of Robotics and Automation, IHG
Chuck SykesCEO, Sykes


Day 1 – December 11

  • 7:30 - 8:30 AM Breakfast
  • 8:30 - 8:50 AM Welcome and introduction
  • 8:50 – 9:20 AM Keynote: People, Purpose, and Planning: Hyper-Connecting the Enterprise

    Phil Fersht, CEO & Chief Analyst, HFS Research

  • 9:20 - 10:20 AM Leaders Panel: Hurtling into the Hyper-Connected Economy

    Moderated by Phil Fersht, CEO & Chief Analyst, HFS Research


    Mark Hodges, Founding Partner, Acresis

    Tiger Tyagarajan, President and CEO, Genpact

    Sandeep Dadlani, Chief Digital Officer, Mars§

    Trey Campbell, CEO, OneSource Virtual

    David Brown, Global Head, Shared Service & Outsourcing Advisory, KPMG

    Ravi Kumar, President, Infosys

    Kit Cox, Founder and CEO, Enate

  • 10:20 – 10:50 AM Networking break
  • 10:50 – 11:20 AM The Future Role of a CDO: Understanding the evolving digital landscape and its impact on skills, data and business operations

    Sandeep Dadlani, Chief Digital Officer, Mars

  • 11:20 – 12:00 PM Panel: Reshaping Our Talent and Career Paths in the Hyper-Connected Age

    As we move into the hyperconnected age, we’ll need to redefine talent and career paths. Indeed, many professionals already face the prospect that the skills and experience that got them where they are today may not be as valuable in the future. Especially as the accelerating pace of change in the modern enterprise, fuelled by emerging technologies and digital business models, puts traditional career paths under pressure. In this panel, we explore how talent and career paths are changing in the modern enterprise, and what steps we can take to make sure we stay relevant and keep up with disruption.

    Moderated by Ollie O’Donoghue, HFS Research


    Stephen Hosley, Senior Vice President, OneSource, Estée Lauder

    Jo-Ann Mendles, Thirty-Four Park

    Jamie Head CIO, Ocean Spray

    Debbie Polishook, Group Chief Executive Officer, Accenture Operations

  • 12:00 – 12:30 PM Enterprise Insight Session with Emblem Health, IHG and Wipro

    Reality check on automation-led business transformation

    Moderated byReetika Fleming, Research Director


    Edmund Cunningham, VP Procurement & Supply-Chain, Emblem Health

    Elliot Stivers, Global Director of Robotics & Automation at InterContinental Hotels Group (IHG)

    Krishna Nacha(NV) Head of Global Business Services, Wipro

  • 12:30 – 1:30 PM Lunch
  • 1:30 – 2:15 PM Billion-dollar RPA Face-off!

    Moderated by Phil Fersht, HFS Research


    Alastair Bathgate, CEO, Blue Prism vs. Mihir Shukla, CEO, Automation Anywhere

  • 2:15 – 2:45 PM Enterprise Insight Session: Home Depot and IBM

    How have BPO relationships have evolved to become more of a partnership fuelled by innovation and challenging of the status quo?  What is the value of blockchain within the finance and the supply-chain.

    Moderator: Reetika Fleming, Research Director – Insurance, Smart Analytics & AI, HFS Research


    Anita Karlsson-Dion, VP Client Services, IBM

    Brian Quartel, Director, Financial Operations & Supply-chain Finance, Home Depot

  • 2:45 – 3:30 PM Demystifying the Real World of Blockchain

    Saurabh Gupta, Chief Strategy Officer, HFS Research

  • 3:30 – 3:50 PM Networking break
  • 3:50 – 4:30 PM Panel: Cognitive Assistants for the Hyper-Connected Enterprise

    A new wave of conversational capabilities powered by smart analytics and AI is on the horizon. Using these building blocks, cognitive assistants have the ability execute on business outcomes and have real impact enterprise operations. These aren’t your everyday one-dimensional chatbots, these tools are poised to help create more agile, predictive, and customer centric organizations. Join this distinguished panel made up of both users and creators of these intelligent conversational tools as we discuss the potential for cognitive assistants, not just within customer engagement, but throughout the enterprise and beyond within the hyper-connected economy.

    Moderated by Melissa O’Brien, HFS Research


    Manish Goyal, Global AI Practice Leader, IBM GBS

    Richard Pierle, CIO & EVP Beckton Dickinson

    Terry Walby, CEO Thoughtonomy

    Ritesh Idnani, President, Tech Mahindra

  • 4:30 – 5:00 PM Enterprise Insight Session: EY and Concentrix

    Intelligent Customer Engagement: The Evolving Roles of Humans and Bots


    Melissa O’Brien, Research VP HFS Research

    Phil Fersht, CEO & Chief Analyst, HFS Research


    Chris Caldwell, President, Concentrix

    Weston Jones, Global Robotics and Intelligent Automation Leader, Advisory at EY

  • 5:00 – 5:15 PM Day 1 wrap-up
  • 5:15 – 8:30 PM Networking reception and dinner

Day 2 – December 12

  • 7:30 – 8:30 AM Breakfast
  • 8:30 – 8:45 AM Welcome and introduction
  • 8:45am – 9:50 AM Leaders Panel: Zero Hype Automation: What Really Happens Next?

    Moderated by Phil Fersht, HFS Research


    Asheesh Mehra, Co-Founder and Group CEO, AntWorks

    Cliff Justice, Partner, KPMG

    Hans-Christian Boos, CEO & Founder, Arago

    Chetan Dube, CEO, IPSoft

    James Hall, Managing Director, Accenture

    Robbie Allen, CEO at Infinia ML

    Ben Quazzo, Investor, Accel Partners

    Francis Carden, Vice President, Robotics and Transformation, Pegasystems

  • 9:45 – 10:30 AM Keynote: How to Be Successful with Human-Centric Data and Technology

    Kate O’Neill, Founder of KO Insights and author of “The Tech Humanist”

  • 10:30 – 10:50 AM Networking break
  • 10:50 – 11:20 AM Enterprise Insight Session: Merck and Genpact

    Theme: The need for Cocktail Solutions: The Power of AND

    This session is moderated by Saurabh Gupta, Chief Strategy Officer, HFS Research.


    Riju Vashisht, SVP & Head of Intelligent Automation, Digital Solutions and Transitions, GENPACT

    Steve Carpenter, Executive Director GBS Technology, Merck

  • 11:20 – 11:50 AM Enterprise Insight Session on Knowledge Management with Staples, Transversal, and Capgemini

    How is automation, AI and the changing needs of the business impacting knowledge management? This session will address the issue from customer-related knowledge to procedural ways of working.

    This session is moderated by Ollie O’Donoghue, Research Director, HFS Research.


    Carole Murphy, Global Head of F&A and Business Transformation, Capgemini
    Heather Richards, CEO, Transversal
    Violet Desilets, VP Finance & Shared Services, Staples

  • 11:50 AM – 12:30 PM Panel: Intelligent Automation Chiefs Square up to an Automated Future

    Moderated by Elena Christopher, Research VP, Industry Research and RPA, HFS Research


    Betsy Gauthier, VP Intelligent Automation, Travelers

    Rohan Ranadive, SVP Intelligent Automation, BB&T

    David Judge, VP SAP Leonardo, SAP

    Shawn Wheatley, Manager, RPA Center of Excellence, Exelon

  • 12:30 - 1:30 PM Lunch and book signing

    Book signing with Kate O’Neill

  • 1:30 - 2:30 PM The Big Industry Face-off: Enterprises vs Suppliers vs Advisors

    Phil Fersht and Saurabh Gupta

  • 2:30 – 3:00 PM How to Ensure Your Intelligent Automation Center of Excellence Is Actually Excellent with Catalytic and Dentsu-Aegis Nework

    How do you go about building and managing effective automation CoEs? Their very existence does not necessarily make them excellent. It’s how they are run and what they do and achieve that put the “excellence” in CoE.

    Moderator: Elena Christopher, Research VP, HFS Research


    Brian Klochkoff, Automation Solutions Architect, Dentsu Aegis Network

    Ted Shelton, Chief Customer Officer, Catalytic

  • 3:00 – 3:30 PM Networking break
  • 3:30 - 4:05 PM Plenary: Data: Delicious, Nutritious, and Digestible

    Lee Coulter, CEO Ascension Shared Services and Chair, IEEE Working Group on Standards in Intelligent Process Automation
    Akshay Sabhikhi, CEO, Cognitive Scale

    The world of data that we’ve lived in for the last 30 years is almost irrelevant when it comes to Machine Learning (ML or AI). Data science is a deepening field that is becoming ever more important to enterprises today. ML systems consume data; usually a lot of it. The concepts involved and terminology are intimidating and not very accessible to most of us. Enabling intelligence in your automation platform requires predictive and prescriptive data models (ML) that operate on the right data. Knowing what kind of data they need to consume to produce useful results is critical. You don’t need to be a data scientist to be able to grasp why this data is different. Listen to Lee and his colleague, Shay at Cognitive Scale give you an easy way to think about data in a new way and give real world examples of how these things have played out in actual ML projects. You will walk away with an easy to understand way to write a shopping list to feed your ML beasts a healthy diet.

  • 4:05 - 4:30pm Fire-side Chat

    Expect the Unexpected as the Industry Prepares for Consolidation


    Chuck Sykes, CEO Sykes

    Ian Barkin, Co-Founder, Symphony

    Rod Bourgeois, Head of Research, DeepDive Equity Research, LLC

  • 4:30 - 4:45pm Wrap-up and summit closing
  • 4:45 - 6:00 PM Closing reception


117 W 46th Street, New York USA


A rigorous selection process results in a level of peer interaction and knowledge exchange unrivaled in the services industry. All eligibility decisions are subject to HFS’ sole discretion, and each application is reviewed on a case-by-case basis.

1) Applicants from non-service provider/advisor enterprises may be eligible for free entry, director-level or above and automation leads.

2) HFS Research Clients and Sponsors have priority for a seat at the event. Space is limited.

3) FORA Council Members will receive an exclusive invite for the Pre-Event (Online) Meeting, where we have an open discussion regarding the industry and the FORA Council Mandate. FORA Council membership does not provide you with a guaranteed seat at the FORA Summits.

4) If you received a personal invite for a speaker slot, HFS will contact you and confirm your seat.

NOTE: Applying to this event does not mean you are automatically accepted to participate. HFS will be in touch to let you know whether your application has been approved.

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FORA Summit: December 11-12, 2018, Hurtling into the Hyper-Connected EconomyFORA Roundtable: New York, February 5, 2019FORA Summit: London, March 13-14, 2019FORA Roundtable: London, March 14, 2019FORA Roundtable: New York, April 9, 2019

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

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