Category: Webinars

Resetting to the Next Normal for Retail & CPG GBS | Virtual Roundtable

90-minute virtual roundtable on Thursday, July 09, 2020, 10:00 a.m. – 11:30 a.m. ET

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The COVID-19 outbreak has been a double whammy for the retail and CPG industry, shrinking demand and disrupting the supply chain. It has also exposed gaps in most GBS centers’ operating models, including BCP preparedness risks, lack of robust governance metrics, and productivity tracking challenges. At the same time, the crisis has presented an opportunity for GBS programs to elevate the nature of the support they provide to the enterprise.

In this interactive session, the group will discuss how GBS practitioners in the retail and CPG verticals are approaching operating model changes, including work-from-home strategies, automation initiatives, sourcing model changes as they step into the next normal.

Who should attend

Global Business Services leaders from the retail and CPG industries

What will you learn

This session will enable participants to exchange thoughts on their experiences and best practices, discuss common issues, and develop ideas to help their organizations navigate through the crisis.

Virtual roundtable hosts

Bharath M

Practice Director

Sakshi Garg

Vice President

Virtual roundtable guidelines

While there is no charge for these sessions, the price of admission is participation. These sessions are most successful when all attendees are prepared to share their experiences with colleagues at other enterprises.

In support of this objective, participation is limited to senior executives within enterprises (no service providers), and each attendance request must be approved by Everest Group to ensure an appropriate size and mix of participants. The 90-minute session includes introductions, a short presentation, and 60 minutes of facilitated discussion.

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Scaled and Sustainable: How to Plan Your Global Business Services WFH Strategy | Webinar

60-minute webinar delivered live on Tuesday, June 23, 2020

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The future is now for Work From Home (WFH). While WFH is not a new concept, COVID-19 has dramatically changed the way global leaders look at the need for, and benefits of, WFH. As a result, scaled WFH is inevitable in the global services industry, even after COVID-19-related restrictions ease.

In this webinar, we will share insights you can use in developing your global business services (GBS) WFH strategy including:

  • Convictions on the future state of WFH adoption
  • Business case for scaled WFH adoption
  • Best practices for integrating WFH into delivery models

You’ll get answers to questions such as:

  • What is the business case for scaled WFH in a post-COVID-19 world?
  • How do you determine the scale and scope of work for WFH adoption?
  • What are the key elements of integrating WFH into the GBS delivery model?
  • What talent and operating model changes are needed to build a remote workforce for the future in GBS?

Who should attend and why?
This session will help leaders across organizations evaluate impact and uncover opportunities:

  • Global Business Services / Shared Services Center / Global In-house Center Executives
  • IT Executives
  • Strategic Outsourcing and Vendor Management Executives
  • Service Provider Executives

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live presentation) containing the link to the slides and on-demand playback.

Presenters
Rohitashwa Aggarwal
Practice Director
Everest Group

Shirley Hung
Vice President
Everest Group

Eric Simonson
Managing Partner
Everest Group

How to Flatten Your Cost Curve and Ramp Up Operational Agility | Webinar

60-minute webinar delivered live on Thursday, June 18, 2020

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While the COVID-19 crisis has been brutal for all businesses, the efforts to reopen demand you shift your attention to mapping out your business recovery journey. Valuable lessons have been learned, vulnerabilities have been exposed, and norms have shifted.

In this webinar, we will discuss the business opportunities the crisis presents and outline a roadmap of critical issues to consider for both the short-term and the next 12 to 18 months.

You’ll get answers to questions such as:

  • Why shifts in IT and business process services are required to efficiently support business operations at scale, flatten your cost curve, increase operational agility, and ensure business resilience?
  • What steps can lead to a positive financial impact in 2020?
  • What factors should your recovery roadmap include to ensure you thrive through the remainder of the COVID-19 crisis and beyond?

Who should attend and why?

  • CIOs, CTOs
  • CMOs
  • CFOs
  • IT/BPO Strategy Heads
  • Heads of Outsourcing, IT/BPO Department Heads
  • Vendor Management Executives

Presenters
Cecilia Edwards
Partner
Everest Group

Michael Hedegard
Partner
Everest Group

Rise Above the Pandemic With an Automation-First BPO Strategy | Webinar

Only a small percentage of enterprise call-centers use Robotic Process Automation or Intelligent Virtual Agents at scale in the front or back office. Everest Group’s Skand Bhargava join Jacada’s Scott Merritt, Global Head of Automation, to discuss how the current pandemic will change the way organizations will engage with BPO partners. Key learnings you can expect include:

  • How BPO partners can innovate to help solve contact-center pain points
  • How BPOs can leverage automation to drive seamless customer interactions, potentially eliminating the need for live assistance or back-office follow-ups.
  • How Intelligent Virtual Agents can add a layer of intelligence to existing RPA bots, creating a new zone of excellence.
  • How leading BPOs successfully monetize the value they create through intelligent automation.

Who Should Attend

  • Customer Operations, Contact Centers & Customer Service Pros
  • Customer Experience Strategy & Execution Pros
  • COOs, CIOs, CTOs and Digital Transformation Pros
  • BPOs, Vendor Management Pros

When

June 16, 2020; 11:00 AM EST

Presenters

Skand Bhargava

Vice President

Everest Group

 

Scott Merritt

Global Head of Automation

Jacada

 

Navigating the Opportunity: From Business Resilience to Sustainable Growth | Virtual Roundtable

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Everest Group’s Ronak Doshi will moderate a virtual panel discussion hosted by Capgemini. The virtual panel discussion will provide valuable insights into how businesses are learning to reimagine their business models and beliefs about the most productive organizational design.

Among the panelists joining the conversation will be Deepak B. Phatak, Professor Emeritus, IIT Bombay; Samrat Das, COO, PNB MetLife; Srinivas Jain, Executive Director, Strategy and Global Business Development, SBI Mutual Fund; Pradeep Khurana, CIO, SBI Cards, Manoj Menon, Head of Research, ICICI Securities; and Vishal Dixit, Managing Director & India Head Financial Services Capgemini India.

In this roundtable, moderated by Ronak, the panelists will discuss:

• Industry’s swift response to the disruption; new normal parameters that will stick permanently

• Pressing need for financial services firms to rapidly ride their digital journeys; the need to redesign customer experience

• Transaction agnostic revenue options across the existing customer as well as the partner and supplier ecosystem

• Workforce transformation strategies to drive employee productivity and experience

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Outsourcing Pricing: Key Opportunities to Improve Costs Now | Webinar

60-minute webinar delivered live on Thursday, May 28, 2020 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

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When it comes to outsourcing pricing, do you know what you don’t know? The method and manner of pricing outsourcing deals never stop changing. Some recent changes have come on the scene rapidly and are significant – others are simply incremental shifts. Join us as we explore recent IT and BPO transactions pricing changes that we’re seeing in the market.

We’ll cover major disruptions – including our current economic environment; the impact of geopolitical restrictions; and, key commercial contract terms. Nothing is off the table.

Be sure to join this webinar to hear our experts share their research-based insights, including those gathered in conversations with executives in the trenches grappling with these issues amidst our current economic realities and future uncertainties.

What questions will the webinar answer?

  • What current pricing-related trends are impacting both enterprises and service providers?
  • Are there areas of high variation in my commercial contracts that could lead to seemingly counter-intuitive deal pricing behavior?
  • Are there near-term price movements that I should expect and be prepared for?
  • In what direction are outsourcing contract tenets trending?
  • Is it time to re-evaluate our organization’s agreements?

Who should attend and why?
This session will help leaders across organizations evaluate impact and uncover opportunities:

  • Senior executives of Strategic Sourcing, Vendor Management, Contract Management organizations
  • CPOs, CIOs

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live presentation) containing the link to the slides and on-demand playback.

Presenters
Amy Fong
Vice President
Everest Group

Michel Janssen
Chief Research Officer
Everest Group

Abhishek Sharma
Partner
Everest Group

Managing Today’s Disruptions for Future Growth: Conversational AI for Customer Care | Webinar

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As businesses across industries adapt to the next normal, digital channels are becoming the preferred, or in some cases the only, way of providing customer support for products and services. While many contact centers are simply unable to handle the increased volume of requests and inquiries with their existing workforce and technologies, some enterprises are already rethinking what customer service stands for. Many are turning to sophisticated Digital Employees, also known as, Interactive Virtual Agents (IVA,) enabled with conversational AI and secure backend integrations to deliver customer service in a scalable and cost-efficient way, without jeopardizing quality.

On this webinar, Everest Group’s Skand Bhargava, a featured guest speaker, joins Jonathan Crane from IPSoft, who are the manufacturers of a market-leading digital employee, Amelia, to discuss how IVA and conversational AI can elevate contact center operations. Also joining them will be Gonzalo Gomez Cid from Telefónica who will be sharing his company’s experience in implementing conversational AI in contact centers.

When

May 28th, 2020, 10 AM ET

Presenters

Skand Bhargava
Practice Director
Everest Group

Jonathan Crane
Chief Commercial Officer
IPSoft

Gonzalo Gomez Cid
Global Contact Center Director
Telefonica

Reserve my seat now

What Next? Adjusting Your Workforce Strategies to Address Tomorrow’s Global Economy | Webinar

60-minute webinar delivered live on Tuesday, May 19, 2020 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

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To say that 2020 has been a turbulent year is an understatement. While the COVID-19 pandemic continues to affect services delivery today, the resulting economic downturn will have longer-term impact. As a result, organizations like yours are rapidly refocusing, reprioritizing, and redesigning their workforce strategies.

What are the ideal approaches to reduce risks and tap into the most suited talent at the right location in the most optimal construct?

Join this webinar to hear our experts share their insights based on our research – including conversations with executives who are right in the trenches, addressing these challenges.

The webinar will help answer questions such as:

  • How has COVID-19 impacted enterprise workforce strategies to date?
  • What is the next normal for locations and delivery strategies in this unfolding economic environment? Will the balance between offshore, nearshore, and onshore change?
  • How can organizations make their Business Continuity Planning (BCP) strategies simultaneously resilient and responsive?

Who should attend and why?
This session will help leaders across organizations evaluate impact and uncover opportunities:

  • Executives of Strategic Outsourcing and Vendor Management organizations; leaders of Category Management organizations
  • Heads of the Global Business Services (GBS) / Shared Services Centers (SSCs), Senior Strategy Executives, Global Sourcing Managers

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live presentation) containing the link to the slides and on-demand playback.

Presenters
Eric Simonson
Managing Partner
Everest Group

Anurag Srivastava
Vice President
Everest Group

Parul Jain
Practice Director
Everest Group

Managing Risk in Services Sourcing | Virtual Roundtable

90-minute virtual roundtable on Wednesday, June 10, 2020, 11:00 a.m. – 12:30 p.m. ET

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The COVID-19 crisis has forced organizations to reevaluate risks across locations and the supply base. Do you know where to start?

In this interactive session, we will discuss common risks in services sourcing across locations and service providers. We will cover tactics to measure and mitigate risk. Topics will include changes in approach to risk management during the COVID-19 pandemic.

Who should attend

Global services, procurement, VMO and outsourcing executives of enterprises wishing to learn more about locations and service provider risk management in services sourcing.

What will you learn

This session will help participants consider options to broaden their monitoring and mitigation activities related to location and service provider risk, and share experiences to date.

Virtual roundtable hosts

Amy Fong

Vice President

Sakshi Garg

Vice President

Virtual roundtable guidelines

While there is no charge for these sessions, the price of admission is participation. These sessions are most successful when all attendees are prepared to share their experiences with colleagues at other enterprises.

In support of this objective, participation is limited to senior executives within enterprises (no service providers), and each attendance request must be approved by Everest Group to ensure an appropriate size and mix of participants. The 90-minute session includes introductions, a short presentation, and 60 minutes of facilitated discussion.

Request to Attend

How GBS Can Leverage Innovation to Prepare for the Economic Downturn | Webinar

60-minute webinar delivered live on Thursday, May 7, 2020

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Innovation is no longer a buzz word. Technological disruptions have made it more important than ever for organizations to be future-ready by innovating. To accelerate their journeys and complement their efforts in building truly disruptive innovative capabilities, leading enterprises are leveraging their Global Business Services (GBS) / Shared Services Centers (SSCs) / Global In-house Centers (GICs) / Global Capability Centers (GCCs).

This webinar will assist senior enterprise executives in understanding how they can effectively leverage their GBS for driving the enterprise innovation agenda.

What questions will the webinar answer for the participants?

  • For what kinds of innovation initiatives are enterprises leveraging the GBS model?
  • How does the current uncertain environment present a significant opportunity for GBS centers to build and demonstrate innovation?
  • What business outcomes have Pinnacle GBS centers delivered for their organizations?

Who should attend and why?
This session will help leaders across organizations evaluate impact and uncover opportunities:

  • Chief Innovation Officers (CIOs), CTOs, Chief Digital Officers
  • Heads of the Global Business Services (GBS) / Shared Services Centers (SSCs)
  • Senior Strategy Executives, Global Sourcing Managers

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live presentation) containing the link to the slides and on-demand playback.

Presenters
H. Karthik
Partner
Everest Group

Parul Jain
Practice Director
Everest Group

Rohitashwa Aggarwal
Practice Director
Everest Group

How can we engage?

Please let us know how we can help you on your journey.

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