THE HOME OF THE GLOBAL SOURCING STANDARD

EOA Summit & Awards, Sofia 2016




National Outsourcing Association CEO, Kerry Hallard said:

“On the wave of advancements in technology the globalisation of sourcing continues at a formidablepace, with shortlisted case studies in this year’s Awards programme featuring Africa, Singapore, Egypt, Fiji, South Africa and Sri Lanka as well as the UK and Central and Eastern European countries. Established providers are increasingly facing off against newer, often smaller but more agile contenders and the diversity of services showcased here further demonstrates the ever-extending reach of sourcing, shared services and GBS.

This is without doubt the most competitive year ever in terms of submissions; the quality of case studies evidencing outsourcing excellence across aspects such as relationship and contract management, innovation, service delivery and collaboration has made the judging process an extremely challenging one. Those buyers and service providers who made the shortlist should feel very proud to get this far as the bar has been raised considerably.

With 18 categories ranging from Private and Public Sector, Utilities and Financial Services through to Legal, Service Delivery Automation, CSR and Customer Experience, it goes without saying that this is going to be the must-attend awards event of the year.”

on
CEO
, Kerry Hallard
said:
“On the wave of advancement
s in
technology
the
g
lobalisation of sourcing continues at a formidable
pace, with shortlisted case studies in this year’s Awards programme featuring
Africa, Singapore,
Egypt, Fiji, South Africa
and Sri Lanka as well as t
he UK and Central and Eastern European countries.
Established providers are
increasingly facing off against
newe
r, often smaller but more agile
contenders
and the diversity of services
showcased
here further demonstrates the ever
-
extending
reach of sourcing, shared services and GBS.
This is without doubt the most competitive year ever in terms of submissions
; t
he quality
of case
studies evidencing outsourcing excellence
across
aspects such as re
lationship and contract
management, innovation, service delivery and collaboration
has
made the
judging
process an
extremely challenging one.
Those b
uyers and service providers
who made the shortlist should feel
very proud to get this far as the bar has be
en raised considerably.
With 18 categories ranging from Private and Public Sector, Utilities and Financial Services through to
Legal, Service Delivery Automation, CSR and Customer Experience, it goes without saying that this is
going to be the must
-
atten
d awards event of the year.”

European Leadership Conference:

8:00am





9:00am


9:30am




9:45am



10:15am





11:00am




11:20am





11:40am




12:05pm




12:05pm

Why Gender Equality is Everyone's issuesWhy Gender Equality in Sourcing is Everyone’s Issue Gender inequality is systemic in global sourcing and we are launching a programme of ideas generation to counter this issue. The sourcing industry has long been a pioneer of innovation and progressive behaviour, and there is huge value in taking the lead on what is a global concern. Everyone is invited to come along and share your inspirational experiences, plus get involved in our mentoring and return to work initiatives designed to raise the profile for women working in sourcing. Keynote: Agni Zygner, General Manager, Capita Polska Panel: Marly Didizian, Partner, Linklaters, Cristina Bizzi, Head of Commercial – Shared Services, Digital and Technology Products, Ministry of Justice (UK), Iglika Yordanova, Managing Director, Colliers International, Kerry Hallard, CEO, NOA


Registration & Breakfast


The President of Bulgaria’s Opening Address - Winner of the European Outsourcing Destination of the Year 2015, Bulgaria plays host to this year’s Summit with the country’s World Leader sharing his views on the importance and future of outsourcing to Bulgaria and the rest of the Central and Eastern European countries. By President of Bulgaria, Rosen Plevneliev


The Launch of the Global Sourcing Standard - As the new age of sourcing emerges, the NOA presents the global view of what Best Practice looks like, and the BBC – the first organisation to become fully accredited to the Standard - illustrates exactly how refining and improving your approach to sourcing can bring dramatic savings. By Kerry Hallard, CEO, NOA and Jim Hemmington, Director of Procurement, BBC


Gartner and Robo-bosses; Right or Wrong? - Robotic Process Automation is the most dramatic technology development not to have come directly from Silicon Valley. Hear from Europe’s leading experts on the truths and the myths behind the most disruptive technology impacting sourcing today. We will cover topics such as decoding the language, application and skills strategies plus what’s involved when partnering for RPA. You will also understand how to use RPA as an enabler to more advanced technology and learn more about Enterprise-strength robotics. Colin Redbond, Product Manager and Enterprise Architecture Lead, Blue Prism, Andrew Anderson, CEO, Celaton, Julian Mihov, Director, Markets, Industries & Business Development, EY. Chair: Chris Halward, Director of Professional Development, NOA


Coffee Break


Design Thinking Can Save Outsourcing! - By applying a mindset focused on solutions rather than the problem, businesses from IBM to LEGO are re-imagining the way in which they service their customers. Too many service providers, however, are adding Design Thinking to their offerings as a consultative tool as opposed to a genuine approach to changing how they are willing to work with their clients. Here we discuss how those service providers that “get it” will displace many of those which fail to evolve. Those service providers and their clients willing to embrace the ideals of the As-a-Service economy are on a path that could help them battle the oncoming headwinds of digital disruption. Tom Reuner, Research Vice President, HfS Research


The Digital Revolution: How Technology is Disrupting and Innovating Businesses - Airbnb and Uber have leveraged digital as a market disrupter, whilst Nike is deploying technology to grow their business in new directions, all in ways not previously imagined. This session will give you the knowledge to turn digital disruption into business opportunity. Juan Turruellas, Executive Vice President World Wide Business Development, SoftServe


What Does Brexit Mean for the European Sourcing Market? - As the European Union comes to terms with Brexit and begins to prepare for the separation, who will be the winners and losers? Will the UK lose its World Financial Market status? Can the countries keep up with the tidal wave of legislative changes? As the Euro countries jostle to agree degrees of separation, how can businesses maintain nimble operating models in the Brexit climate? Hugh Morris, Associate Executive, Aecus, Marly Didizian, Partner, Linklaters, Elias van Herwaarden, Global Location Strategies, Deloitte Chaired by: Kerry Hallard, CEO, NOA

Lunch & Networking 

1:50pm

Shared Services into the Future! 

As the sourcing ecosystem continues to evolve, executives need to be certain that today’s shared services offer more business value beyond cost saving. Hear from those who are successfully running effective shared service centres across Europe.

  • Transitioning from SS to GBS 
  • The future of Automation
  • Driving next level process excellence 
  • A case study on AVON’s Global Shared Centre of Excellence in Warsaw. 

Speakers: Mariusz Szalaj, Director, Global Shared Services / CoE, AVON Alma Jenkins Acosta, Principal Talent Leader, Global Operations and Shared Services Warsaw, Mercer

Chair: Adrian Quayle, Managing Director Europe, Avesant 

Takeout from this session - Best practices in achieving end-to-end process excellence, expanding scope and functions, and creating business value in the age of digital transformation. 

Relationship Management and Collaboration

  • Designing the tender to establish a collaborative relationship
  • Transparency for greater collaboration – it’s obvious but everyone fails to do it well!
  • What evaluation activities should be used to assess compatibility
  • The evolving role of the Sourcing Lead

Speakers: Constanze Nuesperling, GPO Hire to Retire, Clariant Yadnya Tulapurkar, Tata Consultancy Services Pradeep Vachani, Senior Vice President, EXL Steve Burwash, Manager, Mitel Chair: Steve Jackson, COO and Chairman, Xoomworks

Takeout from this session - You will learn how to set parameters for genuine and sustainable transparency for mutual benefit, and tips for making the contract work for both sides.

Enhancing Customer Experience

Data is the new Gold! Mining and refining data is the route to customer satisfaction, but how do you deploy the learnings in a multi-channel, multi-site environment?

  • How to be customer-centric when customer loyalty can end with a single keystroke.
  • Picking the right supplier for your customers’ needs
  • Delivering optimal customer service across all locations
  • Convergence of Customer Service and Digital Marketing/NewGen technologies: what does it mean for businesses?

Speakers: Jon Gladwish, CEO, 60K, Jan Fuller, Relationship Manager, Thomas Cook UK & Ireland, Sidica Ciorabai, Head of Digital Marketing Services and Business Development, TELUS International Europe Chair: Chris Day, Head of Outsource Management, Phoenix Group

Takeout from this session - Tips on how to behave in a customer-centric way and deliver service excellence across a multi-location, omnichannel operating model, as well as how to take advantage of digital for the benefit of customer service. 


3:05pm

Coffee Break

3:25pm

Automation in Practice

So you’ve attended our free RPA workshop and heard the theory, now see it in practice! Hear case studies from some of the best automation projects implemented across Europe

  • Introduction to RPA and case study Ernst & Young Advisory
  • Thoughtonomy and Computacenter case study
  • See a live demonstration of how to create a robot

Speakers: Terry Walby, Chief Executive, Thoughtonomy Arjen Sader, Senior Manager, Ernst & Young

Chair: Chris Halward, Director of Professional Development, NOA

Takeout from this session - Unique insight on the key business drivers and potential benefits of RPA in live projects, plus details on how the projects were implemented, and the benefits realised so far.  

The Perfect Service Provider

As we journey further into the sourcing ecosystem, what does the ideal service provider look like in 2020?

  • Shorter contracts, outcome focused, design thinking origination
  • Journey on agility, excellence and outcomes
  • Quality interactions, strategic thinking, trust and transparency
  • Using digital as an enabler to achieve customer goals
  • Future of skills

Speakers: Florin Ibrani, Principal, Concord USA Lyubomira Mihaylova, Managing Director, ScaleFocus UK Iglika Yordanova, Managing Director, Colliers International

Chair: Alexander Reay, President of Nordic IT Outsourcing Association

Takeout from this session - Evidenced-based insights on how to strengthen your service proposition, from the supplier right through to the end customer. 

Cyber Security: The Two Paths of Future Tech

Digital technologies are making today’s business environment more connected than ever, presenting organisations with opportunities and challenges in equal measure.

We take a closer look at how to obtain value creation from digital development, whilst staying on the right side of the firewall!

  • How secure are you?
  • Planning for cyber security
  • Legal Liabilities
  • System vulnerabilities

Speakers: Venislav Yotov, General Manager, AIG Europe Vihren Slavchev, CEO Mnemonika Teodora Tsenova, Senior Associate, Djingov, Gouginski, Kyutchukov & Velichkov, Stoyan Boev, Managing Director, Interconsult Bulgaria

Chair: Juan Turruellas, Executive Vice President World Wide Business Development, SoftServe 

Takeout from this session - Globalisation and technology advancements are opening up new markets. Here is what you need to know to effectively manage data security in a digital environment. 

4:40pm

Closing Remarks

Award Winners can be found here: EOA GSA Summit Award Winners.pdf

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