the 6th annual world bpo/ito forum brochure

Mobility • Cloud • Social Networks • Innovation • Integration

www.worldbpoforum.com

6TH ANNUALWORLD BPO/ITO FORUMJuly 17-18, 2013 | New York, NY USA

snapshots from the 2012 conference

2 World Bpo/Ito forum • 2013 summIt • July 17–18, 2013 • new York, nY



smartsourcIng:leveragIng collaBoratIon & InnovatIon

achieving optimal return on objectives from a multi-vendor, geographically diverse ecosystem

Smartsourcing is increasingly becoming part of a company’s core business agenda. The days of the “mega deal” are long gone, and now the buyer has to be even smarter — orchestrating multiple boutique suppliers. Your partner/supplier companies each have their own operating system that they want to leverage across their multiple customers, so your organization has to act as a sort of “hypervisor” in order to get them all to work together.

With that brings many challenges in day-to-day transactional activities like case exchange, security, data residency etc. The World BPO/ITO Forum brings both strategic and operational issues to the fore and provides solutions to address the needs of CIOs, CFOs, CEOs and your executive teams. This event offers an extraordinary ROI – these hard-won insights can save a typical organization tens of millions of dollars in avoiding mistakes and value leakage.

Why this event is important for the industry:

Many companies are exploring the right operating model to offer the full potential of such a win/win arrangement. It is vital to get this right the first time around. Companies cannot afford to simply accelerate current working practices, or to make strategic missteps in sourcing. During the good times, we could afford to learn from our mistakes, but during this challenging economy, it is more important to learn quickly from the experience of others. This is where the World BPO/ITO Forum can make a real difference — by enabling buyers and sellers of services to meet each other, and by encouraging experts to share insights in a friendly environment.

Why you should attend:

• WBPO/ITO Forum is the only off-shoring thought-leadership forum designed for large U.S. companies

• Learn what works and what doesn’t in a multi-vendor environment

• Hear real life case studies and insights from global leaders

• Build valuable global relationships with the right partners

• Discuss near-shoring and far-shoring solutions in the Country Pavilions

lImIted seatIng, regIster todaY at www.worldbpoforum.com 3

https://www.etouches.com/ehome/index.php?eventid=56894&


BOaRD OF DIRECTORS

Executive Vice-Chairs:

harvey Koeppel President, Pictographics, Inc.; former Executive Director,

Center for CIO Leadership

steve hufford CEO Society for Information Management

(SIM) International

tsvi gal CTO

Morgan Stanley

Executive Steering Committee:

r. lee coulter CEO, Shared Service Organisation

Ascension Health

alan guibord Chairman & Founder

The Advisory Council (TAC)

guy pujol Managing Director

JPMorgan Chase

Beppe urso EVP, Global Director Client Compensation & Strategic Sourcing

Leo Burnett Worldwide

Jim noble Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria;

Principal, The Advisory Council

World BPO Forum Founders:

Babu lal Jain Co-Founder The World BPO Forum, Inc.;

Chairman, WICS

Kartik l. Kilachand CEO & Co-Founder

The World BPO Forum, Inc.

Executive Vice-Chairs, India:

d.K. sareen Executive Director

ESC

d.s. rawat Secretary General

ASSOCHAM

J.c. luther former Deputy Governor

Reserve Bank of India RBI

www.worldbpoforumcommunity.com

steven l. sheinheit former CIO

JPMorgan Chase

Executive Chairman:

contact the World Bpo/Ito forum Kartik Kilachand

500 East 77th Street, Suite 509, New York, NY 10162 • Ph: 917-470-9022 Babu Lal Jain / Rajiv Tandon

605 Sun City Business Tower, Sector 54, Golf Course Road, Gurgaon - 122002 India • Ph: +91 (124) 4212130 - 37

http://worldbpoforum.com/Our_leaders.aspx

http://worldbpoforum.com/contactus.aspx

WHO WILL aTTEND

• CEOs/Presidents• CIOs/CTOs, Heads of IT • COOs, Heads of Operations• CFO, Heads of Finance • SVPs/VPs of Sourcing, or equivalent• SVPs/VPs of Vendor Management • Business-unit Heads/ General Managers

Seating is limited. To ensure a high-quality, peer-to-peer environment, delegates will be:

ExECUTIvE NETWORkINg RECEPTIONWEDNESDAY • JULY 176:30 – 8:30 PM Card Room & Terrace, 9th Floor

Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s first day.

Relax after a productive and information-packed day, or continue your valuable peer-to-peer networking. If you are looking to make connections and build relationships, you won’t want to miss this event.

ExECUTIvE aDvISORY COUNCIL

p.K. agarwal CEO

TiE Global

gary Beach Publisher Emeritus

CIO Magazine

dinyar devitre Board of Directors & former CFO

Altria Group, Inc.

eme essein Acting Director

Rockefeller Foundation, Nairobi

peggy fechtmann EVP, Global Operations

MetLife Technology & Operations

robert Janssen Managing Partner

Outsource Brazil

dawid Jarosz Operations Director Association of Business

Service Leaders (ABSL)

gopal Khanna Senior Fellow, Technological Leadership Institute

University of Minnesota

Karen morris former CIO

AIU Holdings

raj patil CEO, aSpark;

COO, LiquidHub

len peters Associate Vice President & University CIO

Yale University

TRACk CHAIR scot petersen Editorial Director

SearchCIO.com

sasi pillay CTO, Office of the CIO

NASA

soumitra rathod Corporate VP, Vendor Governance

New York Life Insurance

Julia santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group

of Consumer Companies

pumela salela Board Member Global Sourcing Council African Ambassador — Sustainable &

Socially Responsible Sourcing

Bobby varanasi OM Exco & Head, Marketing & Branding Outsourcing Malaysia; Chairman/CEO

Matryzel Consulting, Inc

andrew Wasser Associate Dean, School of Information Systems & Management

Carnegie Mellon University

lisa Wright VP Enterprise Vendor Governance & Sourcing

Prudential



http://worldbpoforum.com/executive_advisory_council.aspx

http://worldbpoforum.com/attendees.aspx


CONFERENCE-aT-a-gLaNCEDAY ONE | WEDNESDAY, JULY 178:00 – 8:45 aM regIstratIon & netWorKIng BreaKfast Buffet

8:45 – 8:50 aM openIng remarKs: kartik kilachand, Co-Founder, World BPO/ITO Forum; Babu Lal Jain, Co-Founder, World BPO/ITO Forum, Inc.; Chairman, WICS 8:50 – 9:20 aM Welcome address: Jim Noble, Chairman, World BPO/ITO Forum; author; former CIO, Talisman Energy, gM, aOL, gE, BP and altria; Principal, The advisory Council

9:20 – 10:20 aM

openIng KeYnote: TBa

strategY/leadershIp

emergIng destInatIon & trends

10:30 – 11:30 aM panel: Integrating strategic Bpo, Ito, Kpo...and XXo: countrY panel: the rapidly changing landscape of unlocking opportunities for the creation of sustainable global sourcing – again! Business value and growth Moderator: P.k. agarwal, TiE global Moderator: Harvey koeppel, Pictographics Inc. Panelists: Roberto Bennett, Uruguay xxI; Panelists: angelo Incorvaia, Bank Leumi; katie gove, Trellis; atefeh Riazzi, NYC Housing authority Sanjeev Sinha, CRISIL global Research & analytics; TBa, ProExport Colombia

11:40 aM – 12:30 PM roundtaBle: high Impact sourcing: creating sustainable, fIresIde chat: enabling lean and agile sourcing through scalable & Innovative social enterprise models highly collaborative models and multi-location portfolios Facilitator: Eme Eissen, Rockefeller Foundation, Nairobi Facilitator: andy Wasser, Carnegie Mellon University Speakers: Sarajit Jha, Tata Business Support Services; Speakers: Robert Janssen, Outsource Brazil; Madan Padaki, Head Held High; TBa, Invest in argentina; Pumela Salela, global Sourcing Council TBa, ProExport Colombia

12:30 – 1:00 PM BreaK: Networking in the Sponsor Showcase & Country Pavilion

1:00 – 1:50 PM netWorKIng luncheon

1:50 – 2:20 PM dessert: visit Sponsor Showcase & Country Pavilion

BusIness & operatIonal InnovatIon

hoW the technologY landscape In the multI-vendor ecosYstem Is changIng outsourcIng

2:20 – 3:20 PM panel: Buyers vs. providers - relationship management panel: the Impact of cloud on Bpo: reality or hype? through the sourcing lifecycle Moderator: Ben Trowbridge, alsbridge Moderator: Beppe Urso, Leo Burnett Worldwide

3:30 - 4:20 PM case studY: creating competitive advantage with roundtaBle: crowdsourcing: leverage the power flexible and Innovative service delivery model strategy of the collective without getting lost in the crowd and Implementation Facilitator: Leila Janah, Samasource Speaker: David grimme, HSBC Speakers: Ram Rampalli, @WalmartLabs

4:30 - 5:20 PM

KeYnote: managing at the crossroad: sparks, halos, and the new Business of meaning Ben Pring and Paul Roehrig, Ph.D., Center for the Future of Work, Cognizant Technology Solutions

5:20 - 6:20 PM

closIng KeYnote: leading change and the challenges of transformation vivek kundra, Executive vice President of Emerging Markets, Salesforce.com; and Chief Information Officer of the United States (2009-2011)

6:20 - 6:30 PM closIng remarKs: Jim Noble, Chairman, World BPO/ITO Forum ; author; former CIO, Talisman Energy, gM, aOL, gE, BP and altria; Principal, The advisory Council

6:30 - 8:30 PM eXecutIve netWorKIng receptIon: admittance by Conference Badge

Track Chair: Scot Petersen, SearchCIO.com

Track Chair: Scot Petersen, SearchCIO.com

http://worldbpoforum.com/conference_overview.aspx

http://worldbpoforum.com/conference_agenda_2013.aspx


DAY TWO | THURSDAY, JULY 188:00 – 8:50 aM regIstratIon & netWorKIng BreaKfast Buffet

8:50 – 9:00 aM openIng remarKs/Welcome address: Jim Noble, Chairman, World BPO/ITO Forum; author; former CIO, Talisman Energy, gM, aOL, gE, BP and altria; Principal, The advisory Council

9:00 – 9:50 aM

openIng KeYnote: TBa

BusIness & operatIonal InnovatIon


In the multI-vendor ecosYstem

9:50 - 10:50 aM panel: strategic vendor management: managing global facIlItated WorKshop: transform or die! relationships cross culturally Speaker: al guibord, The advisory Council (TaC) Moderator: Soumitra Rathod, New York Life Insurance Company

10:50 – 11:15 aM BreaK: Networking in the Sponsor Showcase & Country Pavilion

strategY/leadershIp

hoW the technologY landscape Is changIng outsourcIng

11:15 – 12:05 PM fIresIde chat: the evolving role of the successful cIo – fIresIde chat: Key challenges for global sourcing: may the force(s) be with You! Integrating enterprise It to leverage mobility, cloud and Speakers: Jerry Luftman, global Institutue for IT Management; social networking Steve Sheinheit, JPMorgan Chase, MetLife, QBENa Facilitator: gopal khanna, Technological Leadership Institute Speakers: Raj Patil, aSpark & LiquidHub

12:05 – 12:30 PM BreaK: Networking in the Sponsor Showcase & Country Pavilion

12:30 – 1:20 PM netWorKIng luncheon

1:20 – 1:30 PM closIng remarKs: Jim Noble, Chairman, World BPO/ITO Forum; author; former CIO, Talisman Energy, gM, aOL, gE, BP and altria; Principal, The advisory Council

Congratulations to the 2012 global sourcing Council 3s award Winners Sustainable and Socially Responsible Sourcing Awards

> Community Engagement award: alter eco> Employee Engagement award: Vos> Empowered Woman award: harVa

> Out-of-the-Box award: prana> People’s Choice award: Digital Divide Data

Keep an eye open for the winners’ video clips/presentations at the World BPO/ITO Forum.


http://worldbpoforum.com/conference_agenda_2013.aspx


DAY ONE | WEDNESDAY, JULY 17

strategY/leadershIp

WednesdaY, JulY 17 10:30 – 11:30 am

Panel: integrating strategic BPo, ito, KPo …and XXo: unlocking opportunities for the Creation of sustainable Business Value and growth moderator: Harvey koeppel President

Pictographics, Inc.

panelIsts: angelo Incorvaia, CIO, Bank Leumi atefeh Riazzi, general Manager & CIO, NYC Housing authority

We are at an inflection point — the dawn of a great expansion in the marketplace of buyers and sellers supported by technologies that will continue to provide innovations in communication, collaboration, visualization, information processing and business intelligence / analytics, to name just a few. By staying the course, the Outsourcing industry could face near certain marginalization – a new approach is required. amidst every challenge there is opportunity; opportunity for continued growth and development. For the Outsourcing industry, the opportunity could, should and must at least consider the notion that Outsourcing can be one of the most powerful enablers of value creation - Business Model Innovation. key Learning Points:• gain insights into where we are as an industry and why we could be at the precipice of marginalization or even extinction.• Learn what forward thinking companies and Outsource providers are planning and doing to take more control of their own futures.• Discover how you can help drive the strategic conversation within your own organization to ensure that you are prepared for the

opportunities and challenges that Business Model Innovation will bring.



Country Panel: the rapidly Changing landscape of global sourcing – again! moderator: P.k. agarwal CEO

TiE global

panelIsts: Roberto Bennett, Head of Investment Promotion, Uruguay xxI katie gove, Managing Director, Trellis Sanjeev Sinha, President, CRISIL global Research & analytics TBa, ProExport Colombia

a recent industry report indicated that 73% of midsize companies plan to expand existing offshore business processes over the next 18-36 months, up from 55 percent in 2011 and 41% of large companies are planning to expand their offshoring of business processes. However, a large number of companies are planning to shift work between countries and are starting to look at the newest word in our jargon, re-shoring. all in all it is evident at a third or more of the estimated $480 billion market will be up for grabs in the next 2-3 years. The offshoring/nearshoring still a growing business area but each service provider is being compelled to think hard about their business models and the value propositions. Status quo is not an option. In this exciting panel, the speakers will share information on the seismic shifts that are taking place and how the industry is adapting to new realities.key Learning Points:• Hear about the shifts in the market• gain insights into the emerging integrated global sourcing model• Learn how to reshape the value proposition

openIng KeYnote: s taY tuned for eXcItIng announcements.


http://worldbpoforum.com/keynote2013.aspx


strategY/leadershIp

WednesdaY, JulY 17 11:40 am – 12:30 pm

roundtable: high impact sourcing: Creating sustainable, scalable & innovative social enterprise Models facIlItator: Eme Essein acting Director

Rockefeller Foundation, Nairobi

speaKers: Sarajit Jha, COO, Tata Business Support Services (TBSS) Madan Padaki, Co-Founder and Chairman, Head Held High Pumela Salela, Board Member, global Sourcing Council

The new economic order demands that an inclusive growth environment is created in each country. Hence addressing bottom of the pyramid in the rural masses becomes an imperative for businesses and governments. The clichéd perceptions and myths regarding rural environments are being broken today with the emergence of a new breed of rural population - with urban levels of access to information, hungry talent looking for opportunities, entrepreneurial spirit and global aspirations. They are the “Rural-Urbans (Rubans)” who are morphing rapidly from the traditional definitions of rural, desirous of unshackling themselves from old societal dynamics, believing in and looking for opportunities for growth. One of the engines of empowering the Rubans – Impact Sourcing or Rural BPOs has not lived up to the promises of growth – and is still at a miniscule percentage of the overall sourcing pie. This session will specifically address challenges that Impact Sourcing is facing and discuss ideas on creating a scalable model – both on the demand & supply side which can significantly make a social and economical impact.key Learning Points:• Learn what will convince large outsourcers to look at Impact sourcing• Discover how service providers assure SLa adherence in their processes• Learn what technology platforms will play a pivotal role in integrating service providers• Hear what role governments will play in enabling a policy that converts Islands of Excellence into mainstream successes


WednesdaY, JulY 17 11:40 am – 12:30 pm

Fireside Chat: enabling lean and agile sourcing through highly Collaborative Models and Multi-location Portfolios facIlItator: andrew Wasser assoc. Dean, School of Information Systems and Management

Carnegie Mellon Universityl

speaKers: Robert Janssen, Managing Director, Outsource Brazil TBa, Invest in argentina TBa, ProExport Colombia

Lean and agile development practices are becoming more and more popular across corporate america. as organizations move away from the traditional waterfall development cycle, what are the implications for the IT sourcing industry? agile practices include periodic scrums whereby IT professionals and their clients huddle together for bursts of highly interactive and engaged ideation, requirements gathering, and prototyping. There is a level of intimacy and immediacy assumed in these new practices. How will remote IT teams participate? Will their culture and time zones hold them back? Which types of service providers will these practices benefit (insourced, onshore, near shore, rural sourcing, etc.)? How will offshore teams need to change their practices to compete? key Learning Points:• Understand the unique characteristics of agile and Lean development practices• analyze the ways for IT sourcing firms to compete in this new landscape• Reconsider sourcing strategies and delivery models


netWorKIng luncheon

WednesdaY, JulY 17 1:00 – 1:50 pm


DAY ONE CONTINUED | WEDNESDAY, JULY 17

BusIness & operatIonal InnovatIon In the multI-vendor ecosYstem


Panel: Buyers vs. Providers – relationship Management through the sourcing lifecycle moderator: Beppe Urso Executive vice President, global Director Client Compensation & Strategic Sourcing

Leo Burnett Worldwide

Effectively engaging and managing the relationship between buyers and providers is crucial to a successful sourcing strategy. Ultimately your part-nership goal is to increase engagement, commitment and trust resulting in improved effectiveness and sustainable benefits to your organization. Strong leadership coupled with a clear vision will deliver value to stakeholders. These key elements prove to be even more important in a changing environment or when managing a “change” program. a well defined strategy together with executional/operational capabilities will “defy average performers”.

This session will focus on relationship management strategies including:WHaT do we want to achieve (and eventually, if necessary, describe why)WHO has to do what (highlighting the key competences and capabilities of each player)HOW do we want to perform (what is the best approach, timing, behavior, communication, etc.)

key Learning Points:• Hear leading experts share their experiences and major learning’s• gain strategic insight from both supplier and client perspective• Learn the CIO and CPO point of view on Sourcing Lifecycle



Panel: the impact of Cloud on BPo: reality or hype? moderator: Ben Trowbridge CEO

alsbridge Inc.

History is replete with disruptive changes, from carriages to horseless carriages and telegraphs to telephones in the 1800s, to the modern era of DvDs to online video, albums to downloaded music, and hardcopy books to ebooks. The same can be said of the emergence of cloud services as a major disruptive force when juxtaposed against the traditional, more labor-centric model of service delivery. The result of these changes is customer need to build more resilient sourcing strategies as they navigate their transformation from using traditional services to consuming outsourced cloud services. This panel will examine the impact of cloud services on sourcing strategies with particular attention to issues of changing governance re-quirements; organizational structures; financial and contractual impacts; as well as identifying key inflexion points of transformation and key factors in selecting an optimal set of outsourcers and service providers to ensure the shift to cloud.key Learning Points• Learn where within a customer organization enterprises will need to invest to create an effective cloud sourcing strategy• gain insight into potential points of inflexion, while on the road to cloud services, for which enterprises will need to know how to identify as

well as prepare• Understand key characteristics to look for in providers of cloud services that will help ensure creating a resilient sourcing strategy




Case stuDy: Creating Competitive advantage with Flexible and innovative service Delivery Model strategy and implementation speaKer: David grimme global Head of Service Delivery

HSBC

Companies are demanding innovation from their shared services. In this case study session, David will delve into the new service delivery model im-plemented as HSBC that is tailored to support their four global businesses – Retail Banking & Wealth Management, global Banking & Markets, Com-mercial Banking and global Private Banking. Insights will be offered as to how this global structure facilitates better management and governance of processes, ensures risk controls are in place and delivers excellent service to customers. David will reveal how HSBC maximized opportunities by diversification of talent and potential, re-engineering processes for greater efficiency and cultivating sustainable cost savings and innovations.key Learning Points:• Use automation to manage risk and enable more control over critical processes • Enable growth with innovation and re-engineering • Leverage the service delivery model to create competitive advantage • Learn how to build in the capability to be flexible and innovative



roundtable: Crowdsourcing: leverage the Power of the Collective without getting lost in the Crowd facIlItator: Leila Janah Founder

Samasource

speaKers: Ram Rampalli, Director, @WalmartLabs

Companies have three choices when managing complex data challenges: allocate internal resources, outsource to a BPO, or leverage a crowdsourc-ing platform. For companies looking for a low-cost and fast solution, crowdsourcing can be an attractive option, but it’s no silver bullet: there’s a lot to consider before engaging a crowd of workers. Our panel consists of crowdsourcing and BPO experts who will explore some surprising facts about crowdsourcing — and its alternatives--that can help you save time and money.key Learning Points:• Discover what types of projects are best suited for crowdsourcing• Learn how enterprises address quality assurance concerns when leveraging the crowd• Hear real-world examples and best practices for selecting and working with a crowdsourcing provider



Managing at the Crossroad: sparks, halos and the new Business of Meaning speaKers: Ben Pring Center for the Future of Work

Cognizant Technology Solutions

Today’s high-flying companies are winning by capturing customer insight and market meaning from the flood of information swirling around all of us. In fact, the digital signature enveloping people, organizations, and devices contain a richness of business meaning that can drive mind share and market leadership. This is far beyond “Big Data” or common analytics. Decision makers from almost every industry, company, and business process are now at a Crossroads where they can re-imagine how they innovate, produce, and relate to customers.

This session will explore the context and implications of this shift. • “halos” emerge, “sparks” fly. The digital signature that people, things, processes, and corporations create through each and every digital

interaction – are the new gold mine of value that leading edge companies are beginning to map and exploit and from which new commercial opportunities are being sparked.

• people, devices, and code are reshaping business. Information from our digitized personal and work lives – searches, clicks, pur-chases, geo-location, process collaboration, song choice, etc. – are helping companies reshape a wide range of what they do and how they do it. This trend is accelerating across global corporations in many sectors.

• there is a clear path for value. a model is emerging that explains how markets, competitive strategies, and business structures are being impacted by the white heat of digitization.

• re-code Your enterprise to “manage at the crossroad.” apple, google, Pandora, Hulu, Facebook, and others may be lighting the way, but almost every company in the global 2,000 has opportunity based on this new model. There are tactical, actionable, steps for enterprises to win in the new code rush and avoid an extinction event.

KeYnote

DAY ONE CONTINUED | WEDNESDAY, JULY 17


Paul Roehrig, PhD Center for the Future of Work

Cognizant Technology Solutions

“The standard of living of Americans, as of the citizens of any nation,

depends ever more on the value they add to an increasingly integrated global economy,

than it does on the profitability of corporations headquartered there.”

— Professor Robert Reich, Professor of Public Policy, University of California at Berkeley;

former Secretary of Labor under President Clinton; and 2012 World BPO/ITO Forum keynote


eXecutIve netWorKIng receptIon




leading Change and the Challenges of transformation speaKer: vivek kundra Executive vice President of Emerging Markets, Salesforce.com;

Chief Information Officer of the United States (2009-2011)

as the nation’s first Chief Information Officer, vivek kundra was faced with the tremendous challenge of leading the federal government’s infor-mation technology bureaucracy at a time when cutting costs, increasing efficiency and driving innovation was of paramount importance. Having managed the $80B federal technology budget, kundra’s efforts yielded significant progress in transforming the way technology is purchased and managed by bringing best-in-class private sector solutions to solve massive public sector inefficiencies. The result has been a highly transparent, efficient and accountable environment focused on making systems and information useful to the public. In this keynote presentation, vivek kundra shares his experience leading change across the world’s largest consumer of information technology --the U.S. government --and the lessons every organization can use when leading a transformation in a change-averse environment. kundra also explains:

• His leadership principles and how to use technology to create lasting change• How to create a transparent and accountable environment that sheds light on what’s going on within an organization• The importance of action-oriented, executable and nimble methodologies• People are our biggest asset; How do you source people using the Silicon valley approach?• How do you tap into the power and creativity of people to keep innovation optimal and stay on top of the latest technologies?• How to confront the tough decisions that need to be made to keep your organization growing and competitive

closIng KeYnote

closIng remarKs


ExECUTIvE NETWORkINg RECEPTIONCard Room & Terrace, 9th Floor

Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s first day.

Relax after a productive and information-packed day, or continue your valuable peer-to-peer networking. If you are looking to make connections and build relationships, you won’t want to miss this event.



openIng KeYnote: s taY tuned for eXcItIng announcements.

thursdaY, JulY 18 9:00 – 9:50 am

DAY TWO | THURSDAY, JULY 18



Panel: strategic Vendor Management: Managing global relationships Cross CulturallythursdaY, JulY 18 9:50 – 10:50 am

moderator: Soumitra Rathod Corporate vP, vendor governance

New York Life Insurance Company

The days of the “mega deal” are long gone, and now every corporation has to be even smarter - orchestrating multiple boutique suppliers with specific skill sets to form `best of breed’ models. Your partner / supplier companies each have their own operating system that they want to lever-age across their multiple customers, so your organization has to act as a sort of “hypervisor” in order to get them all to work together; taking into consideration multiple time zones, languages and cultures while driving competitive advantage. attend this panel and hear valuable lessons learned and insights from CIO’s and leading experts. key Learning Points:• Manage the balance of trust and control between multiple suppliers/partners.• Define an effective collaboration strategy that starts with an evaluation of your organization’s internal collaborative culture and extends out

to suppliers/partners.• Incorporate business based metrics for managing and evaluating value and performance of your suppliers/partners.


Facilitated Workshop: transform or Die!thursdaY, JulY 18 9:50 – 10:50 am

speaKer: al guibord Chairman & Founder

The advisory Council (TaC)

The traditional IT organizational structure will no longer survive in today’s world. Corporations have a new set of expectations for IT organizations and leaders. This session will provide a brief review of the major issues and expectations facing organizational change, and then the group will break down into smaller work groups and prepare a plan for addressing an assigned issue. Once complete, all groups will then present their plans and finding in an open discussion environment. attendees will be provided with a follow-up set of notes and presentations for their personal use.key Learning Points:• Understand what skills you need to lead in today’s world• Find the optimal organization that meets your company’s needs• Learn how to create an efficient financial structure • Create a path to better business alignment


netWorKIng luncheon

thursdaY, JulY 18 12:30 – 1:20 pm

closIng remarKs

thursdaY, JulY 18 1:20 – 1:30 pm



Fireside Chat: Key Challenges for global sourcing: integrating enterprise it to leverage Mobility, Cloud and social networkingthursdaY, JulY 18 11:15 am – 12:05 pm

facIlItator: gopal khanna Senior Fellow

Technological Leadership Institute

speaKer: Raj Patil, CEO, aSpark; President & COO, LiquidHub

The top four forces driving change for the Chief Information Officer are: cloud computing, platform business process outsourcing, mobility and web 2.0. Conversations with clients now follow a new script and they do not want service providers to talk technology anymore. Instead, the key words are leadership, governance and organizational change. It’s all about finding solutions that optimize operations and reduce costs, helping organizations respond more effectively to changing business needs, and spurring innovation and growth through better information management. This power-packed roundtable will provide practical insights on how companies can balance the need for anytime, anywhere data with the realities and demands of the corporate environment and challenged IT budgets.key Learning Points:• Learn innovative solutions that optimize operations and reduce costs• Hear proven strategies from CxO’s that are driving competitive advantage• gain insights into the key forces that are enabling growth in global sourcing

strategY/leadershIp

Fireside Chat: the evolving role of the successful Cio – May the Force(s) be with you!thursdaY, JulY 18 11:15 am – 12:05 pm

speaKers: Steven Scheinheit former CIO

JPMorgan Chase, MetLife, QBENa

No role has evolved more dramatically than that of the Chief Information Officer (CIO) since the Information-age began fifty years ago. These changes have been driven by a set of transformational forces based upon physical laws and principles. Today, Information technology (IT) has penetrated the basic fabric of business and society and has become intertwined with every aspect of a company’s performance. While business reliance on IT is uncontestable, at many companies the ability of the CIO to sustain a credible “seat at the table” continues to be a challenge. What underlies this phenomenon and what must CIO’s do to address it? key Learning Points:• Learn how the transformational forces of the information-age are impacting globalization and the role of the CIO• Hear how the role of the CIO is changing and what can we learn from the past to help predict the future• gain insights into knowledge, skills and capabilities that are keys to success and where the CIO’s should focus their attention

Jerry Luftman Professor & Managing Director

global Institute for IT Management


limited sponsorships available for select service Providers & Country representation

If your organization is interested in developing new business, the World BPO/ITO Forum provides a powerful face-to-face relationship building platform. There is still time to maximize your exposure to our high-quality audience. Contact your account manager today!

kartik kilachand, CEO & Co-Founder: [email protected] Mohan, VP of Business Development: [email protected] Tandon, Senior VP – India Operations: [email protected]

Meet & network with BPo/ito Decision-Makers

The World BPO/ITO Forum program agenda and networking activities are designed to enable buyers and sellers of BPO and ITO services to meet each other and discuss business.

SAMPLE LIST OF CURRENT REGISTRANTS:

@WalmartLabs – ADP – American Express – Ascension Health Shared Services – Bank Leumi USA – Citigroup Inc. – Covance, Inc. – Deutsche Bank – Exante – GE Capital Real Estate – HSBC – JPMorgan Chase – Leo Burnett Worldwide – Mercer – MetLife – MMC – Morgan Stanley – NASA – NCS Technologies, Inc. – New York Life Insurance – Omnicare Associtates, Ltd – Pfizer Inc. – Pitney Bowes Inc. – Prudential – Purdue Pharma – Societe Generale – The McGraw-Hill Companies – Thomson Reuters – UBS AG – UnitedHealth Group – and more.


SPONSORS:DiaMonD sPonsor :

PlatinuM sPonsor :

eXeCutiVe reCePtion sPonsor :

saPPhire /Country sPonsors :

BreaKFast sPonsor :

http://worldbpoforum.com/sponsors_2013.aspx

http://worldbpoforum.com/sponsorship_opportunities.aspx

allianCe Partners :

strategiC Partners :

eDuCational /researCh Partner :

MeDia Partners :

®

United Nations Office for Partnerships


PaRTNERS:

Pre-set your Meetings for the Forum

The World BPO/ITO Forum developed a centralized website in which Enterprise Practitioner category delegates will have the capabilities to initiate connections with other attendees, speakers and sponsors before, during and after the event. The site will allow these delegates to see who else is coming, request appointments, maintain schedule, and send messages to those they would like to connect with.

Join the World BPO/ITO Forum LinkedIn group http://www.linkedin.com/groupRegistration?gid=2848232

Follow us @WorldBPOITO


http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.etouches.com%2Fehome%2F56894%3Ft%3D1368676800%26reference%3Dli&li_like&title=The%20World%20BPO/ITO%20Forum

https://twitter.com/intent/session?return_to=%2Fintent%2Ftweet%3Ftext%3DCheck%2Bout%2Band%2Bregister%2Bfor%2B6th%2BAnnual%2BWorld%2BBPO%252FITO%2BForum%26url%3Dhttps%253A%252F%252Fwww.etouches.com%252Fehome%252F56894%253Ft%253D1368676800%2526reference%253Dtw%26via%3Detouches&shortened_url=https%3A%2F%2Fwww.etouches.com%2Fehome%2F56894%3Ft%3D1368676800%26reference%3Dtw&text=Check+out+and+register+for+6th+Annual+World+BPO%2FITO+Forum&url=https%3A%2F%2Fwww.etouches.com%2Fehome%2F56894%3Ft%3D1368676800%26reference%3Dtw&via=etouches

http://worldbpoforum.com/strategic.aspx


HOTEL: JW MaRRIOTT ESSEx HOUSE (NExT DOOR TO NYaC) Celebrating over 80 years of luxury on Central Park South, the historic JW Marriott Essex House first opened its gilded doors in 1931. This Manhattan landmark has recently completed a $90 million refurbish-ment program that pays homage to its classic art Deco heritage.

The stylish Essex Rooms offer quiet interior views - perfect for guests looking for some relaxation. The newly renovated rooms feature cus-tom-designed furniture, with alligator-print leather accents and exotic honey-toned wood veneers. Beautifully-appointed cabinetry units with leather-wrapped handles offer both desk and drawer space, and the bathroom features a jewel-toned amber-colored glass vessel sink.

Cancellation Policyall cancellations and refund requests must be received in writing by June 30, 2013. Refunds will not be issued for cancellations made after this date regardless of registration date or for no shows. Refunds will be issued within 45 days after the conference, and a 5% processing fee will be deducted. Substitutions from the same company will be accepted in writing without penalty. Registration Questions? Please contact [email protected]

CONFERENCE vENUE:

enterprise practitioner: fee: $995.00You are a person who represents a company that uses or intends to use outsourcing business/IT services, and your company DOES NOT provide such services nor provides consulting services. Your company is not a sponsor of the event, nor a BPO/ITO service provider or consultant.

Bpo/Ito service provider or consultant: fee: $2,995.00Your company is not a sponsor of the event, but you are a representative of a company that provides BPO, ITO or other sourced services to enterprise clients INCLUDINg advice and/or consultation.

government / country representative: fee: $2,995.00You are a government official or country representative.

other (academia, analyst, media, non-profit, association etc.) fee: $995.00You are not an enterprise practitioner looking to purchase BPO/ITO services, nor does your company offer BPO/ITO or consultancy services.

The World BPO/ITO Forum will be taking place at the New York athletic Club (NYaC). New York athletic Club (NYaC), City House, 180 Central Park South, New York, NY 10019 Tel: (212) 247-5100 www.nyac.org

Located at 180 Central Park South, the New York athletic Club’s Manhattan home occupies one of the finest locations in the city. known among members as “the City House”, it boasts panoramic views of Central Park and is ideally situated for those wishing to take advantage of all the sights and sounds that the New York City House has to offer.

a 15 minute stroll in any direction can take a visitor to the bright lights of Times Square and the Theater District, to the shopper’s paradise of Fifth avenue, to the intriguing expanses of the Metropolitan Museum of art, and to the bustling restaurants of Columbus avenue. Complete with 24 floors housing every athletic, recreational and leisure facility imaginable, the City House is the NYaC’s heart and soul in New York City.

AVAILABLE ROOM RATE — USD $359.00 plus taxes per night

Contact: ashley Fuller

World BPO/ITO Forum Housing Manager

c/o Meeting Management associates

Tel: 607-674-2666, Ext 208

Email: [email protected]

www.worldbpoforum.com/accommodation.aspx

Qualifications to AttendSeating is limited and by invitation only. To ensure a high quality peer-to-peer environment, all delegates are required to be employed by global corporations with the following titles:• CEOs/Presidents• CIOs/CTOs, Heads of IT • COOs, Heads of Operations• CFO, Heads of Finance • SvPs/vPs of vendor Management• SvPs/vPs of Sourcing• Business-unit Heads/ general Managers

REgISTRaTIONTo Register, go to www.worldbpoforum.com• all attendees are required to register for the event. • all registration requests will be reviewed and approved based on meeting the required criteria.


http://worldbpoforum.com/accommodation.aspx

http://worldbpoforum.com/accommodation.aspx


name tItle companY

pK agarwal ceo tie global

roberto Bennett head of Investment promotion uruguay XXI

lee coulter ceo ascension health shared services

eme essien acting director rockefeller foundation, nairobi

tsvi gal cto morgan stanley

david grimme global head of service delivery hsBc

alan guibord chairman & founder the advisory council (tac)

Katie gove managing director trellis

steve hufford ceo society for Information management (sIm) International

angelo Incorvaia cIo Bank leumi

leila Janah founder samasource

robert Janssen managing director outsource Brazil

sarajit Jha chief operating officer tata Business support service (tBss)

gopal Khanna senior fellow university of minnesota

harvey Koeppel president pictographics, Inc.

vivek Kundra executive vice president of emerging markets salesforce.com chief Information officer united states (2009-2011)

Jerry luftman professor & managing director global Institute for It management

partha mishra managing director unitedhealth group – global sourcing & delivery (gsd)

Karen morris former cIo aIu holdings

James noble author former cIo talisman energy, gm, aol, ge, Bp and altria; principal the advisory council

madan padaki chairman & co-founder head held high

raj patil ceo aspark

len peters cIo Yale university

sasi pillay cto, office of the cIo nasa

Ben pring center for the future of Work cognizant technology solutions

ram rampalli director @Walmartlabs

soumitra rathod corporate vp, vendor governance new York life Insurance

atefeh riazzi general manager & cIo new York city housing authority

paul roehrig, ph.d. center for the future of Work cognizant technology solutions

pumela salela Board member global sourcing council

steven sheinheit former cIo Jpmorgan chase, metlife, QBena

sanjeev sinha president crIsIl global research & analytics

Ben trowbridge ceo alsbridge

Beppe urso executive vice president, strategic sourcing leo Burnett Worldwide

andrew Wasser assoc. dean, school of Information systems & management carnegie mellon university

lisa Wright vp enterprise vendor governance & sourcing prudential

(more to come)

World Bpo/Ito forum 2013 speaKers to date — may 14, 2003


smartsourcIng: leveragIng collaBoratIon & InnovatIon


http://worldbpoforum.com/event_speakers.aspx

the 6th annual world bpo/ito forum brochure

Documents

new york

wbpoito forum

executive director

shoring solutions

partnersupplier companies

global leaders

ny usasmartsourcing

strategic missteps