Conference Day 1

8:00 AM - 8:30 AM Registration & Networking

8:30 AM - 8:40 AM Chairman's Opening Remarks

Barry Matthews, Head of UK, Ireland and Netherlands, ISG


Barry Matthews

Head of UK, Ireland and Netherlands

8:40 AM - 9:20 AM Creating the first Standards for RPA and AI

Raymond Baez, Senior Manager Data Science & Analytics, UL
The IEEE P2755™ Working Group for Standards in Intelligent Process Automation was formed in 2015 bringing together industry Leaders to help create some much-needed structure and standards to this fast-paced market. This first standard provides a set of definitions established by and for the community involved with Software Based Intelligent Process Automation (SBIPA) so that when terminology is used, all understand the meaning. “As a Standard Company, we very excited to see this first Standard released. We now at least have a common grounding in what things are, and are not.” said Raymond Baez, IEEE Member of the Working Group for Standards in Intelligent Process Automation. More than 60 terms, concepts and nomenclature are defined and are given structure to improve collaboration and accelerate advancement.

  • IEEE P2755™: What is it, who is involved and why is it necessary for YOU?
  • What you need to know about the standards and why they are imperative for the industry
  • IT, procurement, end-users, business consumer and auditors’ capabilities on automation products
  • IEEE P2755.1™: Phase 2 in the definition of Intelligent Process Automation product features and functionality

Raymond Baez

Senior Manager Data Science & Analytics

9:20 AM - 10:00 AM Develop a new business model through RPA, AI and data analytics

Roberto Mancone, MD, Global Head, Disruptive Technologies & Solutions, Deutsche Bank
  • Working with the Chief Digital Officer and Digital Strategy team to develop disruptive technologies into your organisation
  • End-to-end AI: Provide the back line with information for the completion of processes
  • Ensure technology is converged with data – from IoT to AI
  • Create efficiency and engagement with stakeholders and augment their ability to interact with clients and deliver a more personalised service
  • Big data analytics: Managing structured and unstructured data and the value it can add to your business


Roberto Mancone

MD, Global Head, Disruptive Technologies & Solutions
Deutsche Bank

10:00 AM - 10:30 AM Discovering RPA: Experian’s Journey

Jason Cox, Senio IT Specialist - RPA, Experian
Leveraging the digital workforce to increase customer satisfaction and flexibility in service delivery operations.


Jason Cox

Senio IT Specialist - RPA

10:30 AM - 11:00 AM Networking Break

11:00 AM - 12:55 PM IDG A: Getting started with RPA: Decide what, where, when, why and how to automate

Anne Turrell, Director, HR Services, Royal Mail


Anne Turrell

Director, HR Services
Royal Mail

11:00 AM - 12:55 PM IDG B: Show leaders business value through your Proof of Concept to win investment

11:00 AM - 12:55 PM IDG C: Lead the implementation of RPA: Build a pipeline of opportunities and maintain momentum

Siddharta S, SVP & Global Operations Head, HCL Business Services
  • Automation plunge minus BPM - excitement to tears
  • Why the combination of robotic process automation and business process management is vital
  • Maximise your capabilities with RPA and BPM
  • BPM as an enabler for robotic process automation


Siddharta S

SVP & Global Operations Head
HCL Business Services

11:00 AM - 12:55 PM IDG D: Embed lean before executing end-to-end RPA

Joyjit Gorain, RPA & Process Integration Lead, Zurich Insurance


Joyjit Gorain

RPA & Process Integration Lead
Zurich Insurance

11:00 AM - 12:55 PM IDG E: Take RPA to the next level: Turn implementation into global expansion

11:00 AM - 12:55 PM IDG F: Robotic Centres of Excellence as a tool to innovate and increase your return on investment

Richard Wiggs, RPA Capability Lead, Centre of Excellence, UBS


Richard Wiggs

RPA Capability Lead, Centre of Excellence

11:00 AM - 12:55 PM IDG G: Integrate Data with RPA to maximise your capabilities

Leslie Willcocks, Professor of Work, Technology and Globalisation, London School of Economics & Political Science


Leslie Willcocks

Professor of Work, Technology and Globalisation
London School of Economics & Political Science

11:00 AM - 12:55 PM IDG H: Develop a Governance structure by maturing the RPA culture in your DNA

Jonas Sveistrup Sogaard, Head of Robotics Centre of Excellence, TDC


Jonas Sveistrup Sogaard

Head of Robotics Centre of Excellence

11:00 AM - 12:55 PM IDG J: Key challenges aligning your ML efforts with business strategies

11:00 AM - 12:55 PM IDG K: Innovating customer experience through RPA and AI: The new killer ‘Apps’ for the digital economy

Durvesh Ganveer, Chief Architect & Global Head of Solution Consulting (BFSI), NTT Data Services


Durvesh Ganveer

Chief Architect & Global Head of Solution Consulting (BFSI)
NTT Data Services

11:00 AM - 12:55 PM IDG L: The next steps: Artificial Intelligence and Machine Learning technologies

12:55 PM - 1:55 PM Networking Lunch

12:55 PM - 1:55 PM Lunch 'n' Learn with Edgeverve

Organisations are increasingly turning to RPA to improve operational efficiency, productivity and customer satisfaction. For those organisations that have already undergone a Proof of Concept and are willing to go to the next level by embarking on an enterprise rollout of RPA, there are a few things to consider. This lunch will delve into the option of scaling up RPA for enterprise rollout and discuss topics executives should consider such as:

  • Best-practices for scaling across the enterprise
  • Road blocks and pitfalls you could face
  • Robotic Process Automation maintenance


1:55 PM - 2:30 PM Meet Thomas Cook’s robot employees: Our approach to nail service speed and accuracy

Jörg Bordt, Group Head of Customer Contact Centers , Thomas Cook
• Use robotics within customer service operations to ensure you can deal with large volumes of business
• Lower operational costs and increase service accuracy and speed with back office RPA
• See how robotics look across 21 different processes at Thomas Cook


Jörg Bordt

Group Head of Customer Contact Centers
Thomas Cook
  • Assess your business’ capability for implementing robotic process automation: End-to-end enablement or partial automation?
  • Comprehend which processes are most suitable for automation and maximise those offerings
  • Obtain stakeholder buy-in to turn concept into practice
  • Leverage project success to show the business value of process automation


Alex Broadbent

PMO & Automation Lead, R2R GPO & Transformation

Jonas Sveistrup Sogaard

Head of Robotics Centre of Excellence

Tove Hejbol Lindquist

Director of Process Excellence

Wendy Hulton

Head of RPA
Royal Mail


3:05 PM - 3:40 PM The pain of manual processes and the gain of using robotic process automation

Henrik Olsen, Head of Business Architecture, DSV
  • The pain of manual processes and how to know where/how to start
  • Using robotic process automation to start gaining efficiency, cost reduction at the back office and increased quality in the front office
  • What we have done in DSV and where, and what comes next


Henrik Olsen

Head of Business Architecture


3:40 PM - NaN:NaN AM Allied Irish Bank’s recent deployment of robotics to enhance the customer service

Lorraine Duffy, Head of Process Improvement, Allied Irish Banks
  • Use turnkey data models to predict where you are going and data analytics for proactive decision-making
  • Customer centric analysis of processes which are most suitable for robotic process automation and make the most of those services
  • Why a mature relationship between continuous improvement, customer service and automation is imperative for success
  • Optimising your capability for managing strategic change, Business As Usual operations and a complex technology footprint


Lorraine Duffy

Head of Process Improvement
Allied Irish Banks


1:55 PM - 2:30 PM Combine automation technologies such as BPM and RPA, and deliver them as one

Anders Emil Balk-Moller, Senio Project Manager, Robotics Centre of Excellence, Danske Bank
• RPA is not feasible or affordable in all legacy systems, so we do it in BPM instead
• The need to collaborate with IT when working with BPM
• How your Centre of Excellence can contribute to delivering operations and automation technologies as one


Anders Emil Balk-Moller

Senio Project Manager, Robotics Centre of Excellence
Danske Bank


2:30 PM - 3:05 PM RPA in Retail: Insights and Success Stories

Aryan Cooper, Head Business Excellence and Robotics Process Automation, Sharaf DG


Aryan Cooper

Head Business Excellence and Robotics Process Automation
Sharaf DG


3:05 PM - 3:40 PM Collaborate with IT to improve specific business processes through RPA

Gilbert Hannouche, Head of Process Improvement Solutions, Credit Agricole CIB
  • Moving from a silod to a collaborative approach
  • Show IT how processes are developed and where they require technological input
  • How your centre of excellence can drive over 20 processes across the business
  • Establish a governance model that will drive towards the general objectives of the organisation
  • Working with specific operational and IT budgets

Gilbert Hannouche

Head of Process Improvement Solutions
Credit Agricole CIB


3:40 PM - 4:10 PM ENGIE’s award-winning RPA programme: Innovation and early success in applying RPA across business units

Martin Ruane, Programme Director, ENGIE
  • Reach programme maturity and move towards the development of a robotics centre of excellence
  • Designing standard processes that can be industrialised across the organisation
  • Identify RPA business cases and build an opportunity pipeline
  • Educate key stakeholders across departments to gain RPA acceptance
  • Combat the challenges of systems selection, process redesign and re-organisation


Martin Ruane

Programme Director

AI, Machine Learning & Cognitive

1:55 PM - 2:30 PM Provide a technology strategy and facilitate business change for current and future innovations

Ali Shah, Head of Emerging Technology & Strategic Direction, BBC
  • Identify which elements of machine learning can support your programme creation and delivery
  • Address your culture to ensure it’s readiness for this technological transformation
  • Where can you drive efficiencies and product delivery?
  • Ensure and create capacity for change


Ali Shah

Head of Emerging Technology & Strategic Direction

AI, Machine Learning & Cognitive

2:30 PM - 3:05 PM Robotic Automation and outsourcing BPO to drive the digital agenda and standardise cross-geo processes

Pawel Wydrych, Operational Excellence Director, Carlsberg Group
• Align global cultures and migrate processes through standardisation
• Apply ways of working with BPO and ensure performance levels remain high
• Master digitalisation and deployment plans in change management
• Leverage RPA to improve customer satisfaction in a hypercompetitive industry


Pawel Wydrych

Operational Excellence Director
Carlsberg Group

AI, Machine Learning & Cognitive

3:05 PM - 3:40 PM Ensure your culture is ready for the opportunities Artificial Intelligence and Machine Learning will bring to your business

Michael Natusch, Global Head of Artificial Intelligence, Prudential
  • Take your AI/ML capabilities to your staff
  • Ensure your employees have the capabilities to succeed with artificial intelligence
  • Demystify technology in your organisational culture across business lines
  • Use artificial intelligence and machine learning as a gateway to business opportunity


Michael Natusch

Global Head of Artificial Intelligence

AI, Machine Learning & Cognitive

3:40 PM - 4:10 PM Maximise automation and workflows with machine learning for greater customer impact

Michelle Gregory, VP Content and Innovation, Elsevier
• Manage a team to automate production workflows and data
• What you can learn from big data and automating processes
• Combine technology with humans for better decisionmaking and execute date extractions earlier to make better decisions
• Mine data and see what opportunities it gives you then feed data back into the system
• Collaboration and change management: Overcome resistance to change


Michelle Gregory

VP Content and Innovation


1:55 PM - 2:55 PM Exclusive Masterclass

Regina Viadro, VP & Head of RPA Competency, EPAM Systems
AI and Machine Learning have the potential to dramatically increase operating efficiencies and growth for many organizations – but where do you start? Attendees will gain an understanding of the practical application of RPA, how to develop an automation strategy and a roadmap for successful implementation and integration.

Regina Viadro

VP & Head of RPA Competency
EPAM Systems

4:10 PM - 4:40 PM Solution Insights

Looking for a new RPA Solution Provider? Maybe you’re curious about the newest technology and innovation in the space? Now is your chance to check out interactive demos from the leading RPA solution providers!

4:40 PM - 5:10 PM Driving Digital Service Transformation in local Government with Robotics.

Steve Boardman, Transformation Director, Capita
• Automate your business processes
• Integrate your applications without change requests
• Gain both in quality and productivity
• Optimize your actions and your results

Steve Boardman

Transformation Director

5:10 PM - 5:30 PM Networking Break


Laura Thomson

Change Consultant to John Lewis, Heathrow & Body Shop
Phenomenal Training

Yuanyuan Liu

Director of Statistical Machine Learning

Michael Natusch

Global Head of Artificial Intelligence

Julian Burnett

House of Fraser

6:10 PM - 6:40 PM How RPA matures with dependable robotics for complex back office processes

  • Stability of the robots: No downtime, low maintenance costs, centralised management
  • Scalability of the platform while maintaining a small Centre of Excellence
  • Integrating (instead of interfacing) into applications like SAP, Oracle, web applications, and even Outlook

6:40 PM - 6:45 PM Closing Remarks from Conference Chairman

6:45 PM - 8:45 PM Drinks Reception