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Business Transformation & Operational Excellence Summit & Industry Awards (BTOES)

The Premier Cross-Industry Gathering of Business Transformation & Operational Excellence Industry Leaders & Senior-Executives.

Agenda

This agenda is currently in development. The full agenda will be complete by Friday, March 29th, 2024

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Day 1 - Tuesday | Full-Day Workshops | 7th May 2024

Registration | Peninsula Reg Desk

Breakfast Served | Foyer Area Outside Workshop Rooms

Full Day Workshops A, B, C, D

Canaveral 1 Room | A | Pre-Summit Workshops

Excellence & Innovation Acceleration for Value Creation

Full day masterclass and exclusive cross-industry networking event description is below.

Excellence & Innovation Acceleration: Unleashing the Power of Great Leaders and Organizations

In a disrupted world, how do you build a culture and practices where extraordinary collaboration and innovation become ordinary? A high-performance organization that consistently delivers exponential leaders, growth and value creation in times of uncertainty and rapid change.

The key ingredients for enduring greatness are not what you see portrayed most often in the media. Great enduring organizations implement practical principles and disciplined mechanisms to create and scale excellence, innovation, the right technologies, and value creation within a culture of effective collaboration.

We will explore the benchmarks and practical insights from more than 1,000 award winning organizations on excellence, innovation, and cultural, business, and digital transformations for value creation. And how to blend disciplined innovation methods with elements of venture capitalism, crowdsourcing, and collaborative leadership to deliver rapid and sustainable business improvements and innovations in any industry.

Benefit from strategic and execution insights from high performing, cross-industry leaders, including:

  • How a Fortune 100 company identified, prioritized, and successfully executed more than 2,000 innovations yielding over $1 billion in additional earnings within 18 months
  • How its market value increased 18-fold by engaging all employees and implementing idea meritocracy systems for business excellence and innovation execution
  • How a 100+ year old Energy, Engineering, and Infrastructure company transformed its business on the face of technological disruptions to win multiple global excellence and innovation awards, and be ranked the #1 US company for leaders
  • What were the lessons learned from the first and largest Energy industry deployment of SAP Hana ERP systems and processes impacting 14,000 professionals across the enterprise
  • How the most innovative organizations in the world build and systematically execute innovation portfolios properly weighed for long term business sustainability and value creation

 

You will also learn:

  • How to build a sustainable culture of Excellence & Innovation anywhere in the world
  • How to identify or develop highly engaged innovators and entrepreneurs in your organization
  • How to select, prioritize and accelerate high impact, innovation projects

 

Hands-On Experience Includes:

  • Exclusive cross-industry leader networking activities via team challenges to foster intense collaboration, and innovation across diverse business models
  • Interactive exercises demonstrating powerful Excellence & Innovation concepts in action, and the results they deliver
  • Review of award-winning Excellence & Innovation mechanisms, methods, and projects

 

What makes this masterclass special?

The interactive masterclass is led by the creator of the award-winning Excellence & Innovation program, Jose Pires. It is a comprehensive guide for leaders and practitioners, loaded with proven methods and backed by a strong, 25-year track record of results to accelerate innovation, collaborative leadership development, strategy execution, and value creation in any industry.

Its track record of innovation, leadership development, strategy execution and value creation has won multiple industry awards and accolades, including the Global Engineering and Construction Award of Excellence (Rice Global E&C Forum), the Top U.S. Private Company for Leaders (Chief Executive Magazine) and the Business Transformation & Operational Excellence World Summit award.

The program for Excellence & Innovation acceleration, culture, business, and digital transformation includes more than 50,000 professionals and over 5,000 organizations in energy, oil & gas, petrochemicals, power generation, infrastructure, engineering, construction, telecommunications, technology, retail, finance, banking, insurance, law, healthcare, transportation, electronics, semiconductors, food, manufacturing, education, government and non-profit organizations in more than 20 countries.

This exclusive masterclass for cross-industry senior and emerging leaders also includes:

  • A structured and disciplined approach to leadership development, business innovation, and growth
  • How to build a culture of excellence and innovation anywhere in the world
  • How to identify and develop innovators and entrepreneurs in your organization
  • How to select, prioritize and accelerate innovation projects
  • Review of award-winning Excellence & Innovation mechanisms, methods and projects
  • Interactive exercises demonstrating powerful Excellence & Innovation concepts in action

 

About the Executive Masterclass Leader

José Pires serves as Excellence & Innovation (E&I) executive leader and advisor for companies ranging from startups to Fortune 50, where he oversees the global identification, prioritization and execution of high value business improvements and innovations for the companies, business partners and customers in multiple markets.

Pires has held Excellence & Innovation leadership positions in leading, global companies in the electronics (Sony), semiconductor (Cymer-ASML), food (Nestlé), energy/water/telecommunications infrastructure (Black & Veatch) and oil & gas/energy (Andeavor-Marathon Petroleum) industries. Throughout his career, Pires developed and refined E&I as an award-winning program to accelerate innovation, leadership development, strategy execution and value creation globally.

Pires is an advisory board leader and keynote speaker for organizations and global conferences on innovation, operational excellence, leadership development, strategy execution, culture, business and digital transformation, customer engagement, exponential technologies and growth acceleration.

He is an executive Lean Six Sigma Master Black Belt who holds a Bachelor in Engineering Physics from the University of Kansas and a Master in Business Administration focused in Investment Banking and Entrepreneurship from the University of San Diego.

  • José Pires
    CEO, Global Excellence & Innovation

Mid-Morning Break Served | Foyer Area Outside Workshop Room

Lunch Served | Atrium B

Mid-Afternoon Break Served | Foyer Area Outside Workshop Rooms

DAY 2 - Wednesday | Pre-Summit Workshops & Keynotes | 8th May 2024

Registration | Peninsula Reg Desk

Breakfast Served | Foyer Area Outside Workshop Rooms

4 Concurrent Workshops A1, B1, C1, D1

Canaveral 1 Room | A1 | Pre-Summit Workshops

How to Create Time - Time management techniques that will add time back to your life

Learn the latest time management methods by looking back at a quick history of time management in three phases:

  • One-Dimensional (1950s) – Focused on efficiency of tasks through LEAN principles
  • Two-Dimensional (1980s) – Focused on Important verses Urgent – Teachings from Dr. Stephen Covey
  • Three-Dimensional (current) – Focus on multiplying time based on significance 

 

As we focus on three-dimensional time management methods learn practical ways to answer the fundamental question – what can I do today that will give me more time tomorrow? Leave with practical actions and steps you can take that will in fact let you create more time for yourself so you can genuinely focus on what matters most.

  • Brad Morrow
    Principal Process Excellence Champion and Lead LEAN 6 Sigma Trainer

Canaveral 2 Room | B1 | Pre-Summit Workshops

Strategic Planning Masterclass: Driving Value Creation from Ideation through Execution to Achieve Successful Outcomes!

Many senior leaders have great ideas for where they would like to lead the organization forward. However, having a clearly articulated vision and a comprehensive plan to execute these ideas is equally important. The Strategic Planning Masterclass is designed to help leaders become visionary storytellers and skillful executors. The session will provide a hands-on learning environment with proven tools and methodologies to help visualize the "big picture" and articulate the vision effectively. Additionally, participants will learn how to create the operational framework required to ensure effective execution to help bring those ideas to life.

Key Takeaways:

  • Articulate the big picture "Vision" for your strategic imperatives
  • Elicit a strategy map that aligns with your vision
  • Identify the key initiatives and performance metrics that will drive toward achieving your vision
  • Create the operating framework required to execute your vision for ensuring successful outcomes 

  • Niloofer Darbary
    Strategy and Business Transformation Leader

Canaveral 3 Room | C1 | Pre-Summit Workshops

Operating Model Masterclass: The Good Work Strategy

Decades of research show when employees experience their work as meaningful, they are more productive, creative, and loyal. But what can leaders do to create the conditions for employees to do their best work and build an agile operating model? 

The Operating Model Masterclass is designed to equip leaders with proven frameworks, tools, and strategies for designing work to deliver a triple win: improved productivity, increased engagement, and satisfied customers. 

Participants will learn how to create good, intrinsically motivating jobs and make operating model design decisions that maximize human potential. Additionally, they will learn how to identify opportunities and readiness for improving work design. 
 
Key Takeaways:

  • Understand the importance of designing work for humans
  • Identify opportunities for improving work design
  • Assess organizational readiness
  • Develop a work design strategy 

  • Thomas Bertels
    Founder and President

Mid-Morning Break Served | Foyer Area Outside Workshop Rooms

4 Concurrent Workshops A2, B2, C2, D2

Canaveral 1 Room | A2 | Pre-Summit Workshops

Taking an operational excellence journey with global clients

Many companies only focus on their internal processes, hoping that these improvements will meet client expectations and even delight them. Often companies don't even engage in process work until there is a major mistake, an audit finding or a client has complained. However, if we set up processes correctly up front and bring clients on the operational excellence journey when they are first onboarded into the company, it sets the stage for both a powerful and loyal client relationship. It also prevents the cost of having to throw a lot of resources at a process issue reactively and the risk of potentially losing the client in a "too little too late" situation. In our current economic climate companies are looking to cut costs where they can. The ability to demonstrate to clients that we are bringing the most cost efficient and effective processes and utilization of resources to the table can become a huge differentiator in any industry. Today i am going to talk about the lessons learned from waiting until clients threaten to leave the company to engage them in an operational excellence journey and the value that can be gained from kick starting the client relationship with an operational excellence lens.

Key Takeways

  • The benefit to leveraging resources up front to ensure we are onboarding clients with an operational focus far outweighs the risk of waiting until clients are dissatisfied and using the fire drill approach to solve process problems. When we wait and are reactive, we risk facing a "too little, too late" response from the client as it is much easier to maintain trust established early than to have to regain it back later through remediation process work
  • Operational excellence is a two -way street when it comes to clients. We need their engagement and partnership to ensure the processes we design meet their needs and expectations up front and that can only happen by engaging in process discussions directly with the client.
  • When you conduct any process improvement initiative it is important to take a holistic approach - 
    a) involving all key stakeholders internally and externally up front
    b) using a standard methodology for process analysis and solution identification
    c) Utilizing change management (communications, trainings) to embed the changes and
    d) ensuring you have a method for measuring and governing the new processes
  • Clients respond to a structured approach to planning and issue resolution. Our teams are often too focused on thinking they can make the client happy by doing everything they ask and they don't always question whether those client requests can be met with a solid process that can produce the outputs the client is looking for consistently. Taking the time to plan with the client, understand their needs and working together to come up with the right solution as opposed to the solution the client asked for initially, gives both parties the opportunity to develop processes and solutions that are effective and sustainable

  • Rachel Lockner
    Senior Vice President Operational Excellence

Canaveral 2 Room | B2 | Pre-Summit Workshops

Unlocking & Accelerating Change
How do we identify and cut-through the subconscious competing, possibly even “noble” priorities or beliefs, that keep us trapped in a cycle of change inertia?”
  • Have you ever wondered why some organisational change or transformation efforts look like one foot is on the accelerator and the other is on the break?  Do some organisational change programs seem stuck or create lots of inertia that results in crumb-sized or slow, incremental change?
  • We will take you through a deeply effective technique that is designed to have you rethinking change - why it stalls, why it fails and how we can breakthrough that cycle
  • This technique taps into the subconscious mind and uncovers the contradictory assumptions, beliefs and behaviours that hold us stuck and stand in the way of achieving profound personal change, and on a collective scale, delivering high impact, enduring organisational change
  • As a Change and Transformation Practitioner armed with this technique as part of your personal arsenal – which you will learn by participating in this workshop - you will become a more potent and valuable resource, helping to determine how to accelerate transformational value in any organisation.

  • Isabella Manning
    Head of Organisational Change Management
  • Mike Vierow
    General Manager, Transformation

Canaveral 3 Room | C2 | Pre-Summit Workshops

Building AI into your transformation Process

Key takeaways:

  • How will you build AI acumen into your organization
  • AI Use Cases – how to build, selection and Champion to success
  • Transparency, Accountability and Governance on your companies AI journey

  • Cynthia Long
    Change Leader Continuous Improvement

Lunch Served in Atrium B

4 Concurrent Workshops A3, B3, C3, D3

Canaveral 1 Room | A3 | Pre-Summit Workshops

Building OpEx around the Customer and Employee Experience

Implementing Lean and Continuous Improvement is often an internally-focused initiative in an organization. Common goals are productivity, cost reduction and automation. However, there is much more runway when an OpEx program is closely tied to the Customer Experience. A company culture aligned around delivering an exceptional customer experience is the linchpin to Transformation efforts.

Key Takeaways:

  • Maintain an honest view of the current Customer Experience and a clear future vision for it.
  • The Employee Experience has a tremendous impact on the Customer Experience, especially in a service organization.
  • Understand your culture deeply and adjust your OpEx approach to suit it.
  • Consistency that's driven by a common purpose is more sustainable than consistency from a tool or process.

  • Erin Neumann
    VP, Operations Excellence

Canaveral 2 Room | B3 | Pre-Summit Workshops

Employee Engagement and Retention Strategies: Creating a work environment that motivates and retains top talent.

Employee engagement and retention strategies are essential for organizations to attract and retain top talent, foster a positive work environment, and drive employee satisfaction and productivity.

Key Takeaways:

  • Foster a continuous learning and improvement culture by providing training and resources on effective communication in a diverse workplace. Encourage employees to share their experiences and insights to enhance understanding and collaboration.
  • Developing a culture of awareness and sensitivity by learning about different cultures, customs, and communication styles. Be respectful of cultural differences and adapt your communication approach accordingly.
  • Mitigating the adverse effects of turnover:  Turnover can negatively affect business transformation.
  • Effectively communicate in a diverse workplace fostering understanding, collaboration, and productivity among employees from different backgrounds, cultures, and perspective

 

To promote change and accelerate innovation, we must empower our teams to envision, create, and deliver products and services that distinguish our organizations. In the face of rapid changes to both the workforce and the workplace, where stagnancy is not an option, leaders must be open to adjusting their vision and approach.

  • Marnie Morgan
    Sr. Director Enterprise Operations, Service Delivery RICOH Digital Services

Mid-Afternoon Break Served | Foyer Area Outside Workshop Rooms

4 Concurrent Workshops A4, B4, C4, D4

Canaveral 1 Room | A4 | Pre-Summit Workshops

How to solve complex problems in 10 minutes or less

How to cut through the noise of the corporate environment or personal life and develop a process improvement mentality to solve complex problems.

Key Takeaways

  • Learn to not overcomplicate things, simple is better
  • Understand how to identify the overarching problem and highlight key solutions
  • How to effectively execute a plan of action in under 10 minutes

  • Jordan Thurston
    SVP, Global Head of Regulatory Profile Management & Performance Analytics

Networking Welcome Reception| Peninsula 4 Room - Exhibit Hall

DAY 3 - Thursday | Main Summit | 9th May 2024

Registration | Peninsula Reg Desk

BTOES Exhibitor Hall Open | Peninsula 4 Room - Exhibit Hall

Breakfast & Networking | Peninsula 4 Room - Exhibit Hall

Welcome for Conference Chair & Chairperson’s Opening Remarks | Peninsula Room 1-3 - Main Stage

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Change Management by Design

The success of any large initiative is entirely dependent on adoption. Will my employees, my executives, my stakeholders… embrace the change? Or will they fight the change? There is a direct relationship between change management effort and intuitive design. The more time invested in design, the less effort will be required in change management. This session will cover principles of Change Management Design that will help drive success in any large initiative.

Key Takeaways

  • Start with WHY – Top Down and Bottom Up Alignment
  • Process Redesign
  • Data – Foundational Needs and Metrics for Success
  • Job & Comp Structures
  • Ongoing Ownership – Project or Product?

  • Todd VanHouten
    Senior Director of Strategy & Innovation

Case Study Presentation | Canaveral 1 Room | Process Summit

Driving Enterprise Agility and 10x Performance Improvement Through Sentient Processes & Systems

Most of the traditional enterprises were born in the pre-cloud era, with desktop-centric experience, linear processes, and an enterprise ecosystem that is not fully connected, digitized, and networked. They have started their digital transformation journey now to leapfrog the cloud and apps era. For them to compete with the digital native companies, a different mindset and approach is required. They need to show agility like a startup, increase the velocity of ideas and innovations, be responsive to customer needs, be networked, and develop a significant competitive advantage through platform-based thinking. 

The required business agility and performance amplification can be achieved by a potent combination of

(a) new ways of working – collaboration, self-organizing, empowered teams

(b) new design considerations – sentient processes and systems

(c) Connected and networked processes cutting across functional boundaries and

(d) Data, insights, and predictive analytics

Key takeaways:

  • Journey from agile adoption to business agility
  • Key building blocks of Live Enterprise
  • Sentient process and system design
  • Increasing speed to value 

  • Anoop Kumar
    Vice President & Head - Business Excellence

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Transforming your business is transforming your mindset

Key lessons in building a team that lifts the business

  • Set the Goal – and be sure everyone knows it
  • Change, blame, and the stickiness factor
  • The right team will get you EVERYWHERE
  • The dying art of ROI and the importance of accurate tracking of improvements

  • Cynthia Long
    Change Leader Continuous Improvement

Case Study Presentation | Canaveral 1 Room | Process Summit

Digital Business Transformation and Enterprise Architecture

Building a solid technology foundation that drives business strategy smarter, faster to outpace external competition is the driving force to create digital experiences that delight customers in every business and industry. Enterprise Architecture as a practice helps define a clear view of both the business and technology landscape empowering organizations to make smarter decisions around strategic initiatives that deliver powerful business outcomes.

Whether organizations assess existing and new technologies to keep up with customer expectations or looking for entrepreneurial or innovative opportunities to build a future forward digital strategy, Enterprise Architecture helps execute those strategies to transform businesses.

Enterprise Architecture defines the structure and behavior of organizational units within a business and encompasses design, analytics, planning and implementation. Using its principles and practices , it can be used to improve business and operational models across industries and guide them through effective changes.

Key takeaways:

  • EA is well positioned to drive Organizational transformation
  • Enterprise Architects model operating and business models for strategic alignment
  • Integrated Portfolios help create strategic roadmaps connected to execution and outcomes
  • With Clear Vision and Strategy shaping the execution, EA drives transformational initiatives for effective business outcomes

  • Prasanna Palakonda
    Senior Enterprise Architecture Leader - Digital Business Transformation Leader & Enterprise Strategy Leader

Case Study Presentation | Canaveral 1 Room | Process Summit

Architecture as a Key to unlock Resiliency and Recovery models.

Key Takeaways:

  • To ensure alignment and expectations of application servers in complex customer ecosystem services expectations coupled with Architecture are fundamental. 
  • Within the Product / Application landscape, Criticality needs to be understood based on an Objective Criticality Assessment criterion.
  • Service Objectives, (Recovery times and Recovery Points) agreed to and documented for Services between business and technology teams.
  •  Architecture and design then be assessed and evaluated using a Well-Architected Framework for compliance and fitness at the initial design stage or as an assessment.

 

I will briefly walk through some of the work we have done, to build competencies in Criticality assessments and Service Objectives so our Architecture can be more effective, and Architecture can contribute to assessing current and deployed services for “Fit for Performance”.

  • Thomas Ball
    Architect Lead

Networking & Refreshments | Peninsula 4 Room - Exhibit Hall

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Scaling Innovation: Solving the Innovation Adoption Problem

 

  • William "Brou" Gautier
    Director Spark Tank and Enterprise Performance Management

Case Study Presentation | Canaveral 1 Room | Process Summit

Understanding Information Lifecycles

Understanding the complete information lifecycle is important for sustaining high-quality information across all processes and systems. Applying information lifecycle analysis and presenting results in Information Lifecycle Diagrams results in:

  • A common artifact that both business users and developers can understand
  • A clear roadmap for implementing IT systems
  • Significantly reduced IT system implementation risk

  • Ian Phillips
    LM Fellow & Chief Data Architect

Case Study Presentation | Canaveral 2 Room | Technology Summit

Accelerating Business Transformation through Digital First Service Delivery Model

In today's ever-evolving business landscape, senior operational and transformational leaders face the challenge of accelerating the creation of business value through digital transformation. Join us for a compelling presentation on "Unlocking Business Transformation: Embracing a Digital-First Service Delivery Model." Explore key strategies to navigate this transformative journey and lead your teams to success. Learn to organize agile teams effectively, maximize the ROI of technical investments, and craft a true north vision that empowers you to cut non-essential tasks, fostering a dynamic, customer-centric digital-first approach.

Key Takeaways:

  • True North Vision: Craft and communicate a clear, inspiring vision that guides your digital transformation journey.
  • Customer Centric Focus: Embrace a customer-centric mindset to drive a digital-first service delivery model that delights and retains clients.
  • Strategic Work Prioritization: Learn techniques to identify and eliminate low-value, non-strategic work, enhancing overall efficiency in your change portfolio.
  • Agile Team Excellence: Discover how to structure and lead agile teams for optimal performance and adaptability.
  • Optimizing Technical Investments: Uncover ways to extract maximum value from technology investments and ensure alignment with business goals

  • Matthew Marino
    VP Digital Capabilities

Mid Morning Refreshment Served | Peninsula 4 Room - Exhibit Hall

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula1-3 Room - Main Stage | People Summit

The Transformation Story of Virgin Australia Airline (from administration to recovery and growth)

Mike Vierow, GM Transformation (Virgin Australia, ex-McKinsey) and Isabella Manning (Head of Virgin Australia's Organisational Change) co-present the Transformation Story of Virgin Australia Airline. 

After going into administration following the devastation caused by COVID, we share how we reshaped the transformation agenda to drive sustainable business recovery and growth – against the odds. We will cover what worked, what didn’t - the pitfalls to avoid, and insights on the recipe, using concrete examples, that emerged about how to reinvent the business and sustain hard won results. 

The story will touch on how we managed complex, adaptive organisational challenges in parallel with immediate, tactical and operational change priorities – all in the context of an extremely disengaged frontline workforce, lagging productivity, fierce competition, an Initial Public Offering (IPO) and the looming reality of changing market conditions and rising headwinds.

  • Isabella Manning
    Head of Organisational Change Management
  • Mike Vierow
    General Manager, Transformation

Case Study Presentation | Canaveral 1 Room | Process Summit

Scaling Excellence for Business Growth

Innovative ideas of creating value for the customer are driving disruption across industries. Business Transformation is to completely redefine how we solve the problem. To compete is to constantly transform and evolve from “Where we are” to ‘Where we want to be”. Transforming from traditional product focused businesses to creating ecosystems for business growth is the challenge.

When an organization masters the art of operational excellence in delivering its core values, how do we leverage it to our advantage, reflect, recognize, and spread the good? Achieving organizational vision is possible by strategically setting direction of scaling excellence and relentless passionate execution. It involves invoking emotion across the organization as an inclusive journey for growth, using technology as an enabler, and bringing structure and processes for excellence at scale. Cascading excellence and empowering change leaders to continuously improve processes, while integrating to the organizational culture will be effective in driving business growth.

Key Takeaways/ Learnings:

  • Excellence & Value Creation
  • Setting Direction of Scaling Excellence
  • Mindset for Visualization to Actualization
  • Organizational Alignment & Processes
  • Integrating Excellence & Business Growth

  • Kamal Mohanty
    Director of Product, Digital Transformation

Case Study Presentation | Canaveral 2 Room | Technology Summit

What Successful Financial Services Brands do to Win Digital Customers

Customers today are living an increasingly digital lifestyle, and in order to resonate with them, brands must deliver increasingly sophisticated digital experiences.

In this talk, Wall Street Journal bestselling author Howard Tiersky will describe the key CX and strategy practices revealed in his book Winning Digital Customers: The Antidote to Irrelevance that are helping major brands, including Financial Services brands, succeed with today's digital customers.

Tiersky has helped lead digital transformation efforts at major FS brands including JPMC, Morgan Stanley, Allstate, Transamerica, Moodys, Merrill Lynch and ADP, and his book was recently named by Forbes as “One of the 10 most important business books of 2021.”

In this talk, he will use examples from his decades of experience to provide takeaways CX and digital professionals can use to increase their success.

Key Takeaways:

  • Discover how your brand can remain relevant in today’s fast-paced, post-pandemic era
  • Learn the five steps needed for a brand to succeed in digital transformation.
  • Visualize a comprehensive framework that you can use to help your company pivot its way to digital success
  • Learn why customers love the experiences that leading digital brands provide

  • Howard Tiersky
    CEO and Wall Street Journal Bestselling Author

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula1-3 Room - Main Stage | People Summit

The Rise to the Boardroom: Why Digital Transformation is a Key Business Imperative

Digital transformation is fundamentally altering the way all industries do business. From healthcare to manufacturing to software and retail, customer expectations are changing, and business models are being upended, and the pace at which technology advances demands unprecedented agility from management teams. Formulating a thoughtful digital strategy and roadmap allows for new ways to reach and serve customers and drive greater operational efficiency, leading to the North Star of delightful customer experiences and maximized asset utilization.

Putting such strategies into effect can be particularly challenging. Numerous hurdles to success must be overcome. I will dive into the key characteristics of digital maturity that correlate most to financial performance.

  • Anish Sharan
    Head of Digital Transformation

Case Study Presentation | Canaveral 1 Room | Process Summit

Converting Fear of Obsolescence (FOBO) into a Fear of Missing Out (FOMO)

The most prosperous businesses seek both revenue and margin growth. For functional teams there’s no longer a correlation between expanding products or customers and increasing budget for operational expense. To be successful, operational teams must continuously use technology, agile methodologies, and lean process efficiencies to increase output while maintaining quality, timeliness, mitigating risk and controlling their cost. Effective managers can help their teams embrace perpetual change with a healthy growth mindset – engender in their teams a healthy fear of missing out (FOMO) on the future – and convert intransigent staff from a debilitating fear of being obsolete (FOBO).

Key Takeaways:

  • Learn how to identify FOBO in your organization, why it’s an impediment to your team’s growth, and how to combat this constrained mindset
  • Discover how (and also importantly who) to assign a single point of contact for accountability and to help alleviate ambiguity
  • Gain agile techniques for communicating and cascading key change information
  • Find out how managers can generate enthusiasm to energize, empower their teams, and create positive FOMO

  • Ken Fredman
    VP, Head of Editorial, Design and Publishing

Case Study Presentation | Canaveral 2 Room | Technology Summit

Navigating Transformation: Unveiling the Crucial Link Between Business Transformation Strategy, Operational Excellence, and Cultural Transformation

In today's ever-evolving business landscape, successful adaptation hinges on the alignment of strategic transformation, operational excellence, and a transformative company culture. This presentation delves into the intricate relationship between a robust business transformation strategy and the creation of an environment of operational excellence, while shedding light on the risks associated with a lack of supported cultural transformation.

Key Takeaways:

  • Strategic Blueprint for Success: Understand how a well-defined business transformation strategy serves as a roadmap, guiding the organization's path towards achieving its goals and aspirations.
  • Operational Excellence as the Destination: Explore how a business transformation strategy, when executed effectively, lays the groundwork for operational excellence by optimizing processes, improving efficiency, and fostering innovation.
  • Cultural Transformation's Pivotal Role: Learn why cultural transformation is the linchpin that ensures the sustainability of any transformation initiative, aligning the workforce's attitudes and behaviors with the new strategic direction.
  • Synergy Between Strategy and Culture: Discover the symbiotic relationship between a transformation strategy and cultural evolution, and how they reinforce each other to drive holistic organizational change.
  • Risks of Neglected Cultural Transformation: Delve into the potential pitfalls of sidelining cultural transformation efforts, including employee resistance, low engagement, and a failure to fully realize the intended benefits of the transformation strategy.
  • Empowering Leadership for Cultural Shift: Grasp the importance of strong leadership in catalyzing cultural change, and how leaders can champion the transformation by exemplifying the desired behaviors and values.
  • By the end of this presentation, attendees will gain a comprehensive understanding of how a well-crafted business transformation strategy can pave the way for operational excellence, and the critical role of cultural transformation in safeguarding the success and longevity of these strategic endeavors.

  • Michael Dove
    Vice President Enterprise Process Excellence and Quality

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Networking Lunch | Atrium A&B/Broadwalk

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Using Change Management to Supercharge Operational Excellence

Change management is often confused with powerpoint engagement communications but there is a science and approach to the discipline of change management; and when used to drive clarity of intent, align stakeholders and the organization it is a powerful enabler of driving our operational transformation programs and projects.  Over the last 10+ years I have deployed change management and operational excellence as an integrated approach to achieve best in class results in productivity, throughput, compliance, leadership  and cultural change across top several of the pharmaceutical companies in the world.  

Key takeaways:

  • Why so many operational excellence transformations fail

  • Change starts with understanding Intent

  • The difference between Installation and Realization

  • How to use Change Management in your PDCA cycle

  • Stan Howell
    Vice President - Strategy & Business Excellence

Case Study Presentation | Canaveral 1 Room | Process Summit

Customer Experience is the strategic advantage

In the 30 minutes session, I will explain the CX Strategic Formula connected with Profitability.

This session has the main goal to be inspiring and provocative and to ignite leaders to make an impact on the people they are taking care of and how this drive financial results, and also HOW TO MEASURE.

The main goal is to convey the message of the importance of investing in Cultural Organization as a driving force to elevate Customer experience, having results consequently.

OKRS (Objectives and Key Results) is the way to measure results and I will explain ways to measure the impact of Culture Transformation and CX.

Culture: I will explain the difference between Vision, Mission, and Values, which nowadays are mistaken. Understanding these terms is a key element of Culture.

I will explain how to create a Purpose Driven Company and its importance and show how to drive Results using OKRS methodology.

Employee Engagement / Experience (EX):  When companies discuss EX, they always think of Campaigns/programs or benefits. But EX is beyond that. When you have a purpose-driven company, your employees are more engaged, which makes them the brand ambassadors of the organization. The purpose is a key element in driving ownership; as a consequence, your employees become your brand ambassadors,

Leadership: Nowadays, Servant Leadership is the new fashion term used in business. Ana will explore and provide examples of servant leadership.

  • Ana Flavia Cavagnoli
    Head of Business Transformation

Case Study Presentation | Canaveral 2 Room | Technology Summit

Role of Data and Culture in Driving Technology Enabled Business Transformation

Key Takeaways:

  • Even though data and culture may appear to be two opposite ends of the spectrum, they are closely related and need to work together to make any transformation a success
  • Data as an oil is a cliché statement but even more Important in today’s world that is leveraging not just structured tools such as ERPs and edge solutions but increasingly positioned to use AI/ML in processes and daily activities.  Cannot change the fundamental equation of “garbage in and garbage out”
  • Paves the way for data consumption  (aka business) to help play a key role in driving what information is needed to drive success through the business
  • Enables the business to re-think its approach to adopting new solutions – they are not being given to them but they define how these solutions are utilized
  • Share some learnings from experience

  • Monika Mangla
    Managing Director

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Roundtable Discussions

Peninsula 1-3 Room - Main Stage | People Summit

Roundtable Discussions

Table 1 - Driving Enterprise Agility and 10x Performance Improvement Through Sentient Processes & Systems - Anoop Kumar, Vice President & Head - Business Excellence, Infosys Limited
Table 2 - Innovation in Unexpected Places: the Service Delivery Department - Dr. Marlene Kolodziej, Senior Vice President, Service Delivery RICOH Digital Services, Ricoh USA Inc
Table 3 - The Transformation Story of Virgin Australia Airline - Isabella Manning - Head of Organisational Change Management - Virgin Australia
Table 4 - Navigating Transformation: Unveiling the Crucial Link Between Business Transformation Strategy, Operational Excellence, and Cultural Transformation - Michael Dove, Vice President Enterprise Process Excellence and Quality, PSCU
Table 5  - Operating Model Masterclass: The Good Work Strategy - Thomas Bertels, Founder and President, Purpose Works Consulting LLC.
Table 6 - Scaling Innovation: Solving the Innovation Adoption Problem - William "Brou" Gautier, Director Spark Tank and Enterprise Performance Management, United States Air Force
Table 7 - Strategic Planning Masterclass: Driving Value Creation from Ideation through Execution to Achieve Successful Outcomes! - Niloofer Darbary, Strategy and Business Transformation Leader
Table 8 - Understanding Information Lifecycles - Ian Phillips, LM Fellow & Chief Data Architect, Lockheed Martin
Table 9 - Portfolio Operations and Project Management Leader within the Pharmaceutical Industry - Victoria Preys, Operational Excellence Expert, Merck
Table 10 - Role of Data and Culture in Driving Technology Enabled Business Transformation - Monika Mangla, Managing Director, Deloitte
Table 11 - Future Proofing Talent: Upskilling and Reskilling in the AI Tech Revolution - Kevin Inman, Senior Director SRE DevOPS, Fannie Mae
Table 12 - Accelerating Business Transformation through Digital First Service Delivery Model - Matthew Marino, VP Product Owner, Customer and Digital Team, Prudential
Table 13 - How to Big Banks and Small banks need to compete in this Post-Covid World - Ashish Chopra, Chief Information Officer, TDECU
Table 14 - Converting Fear of Obsolescence (FOBO) into a Fear of Missing Out (FOMO) - Ken Fredman, VP, Head of Editorial, Design and Publishing, S&P Global
Table 15 - Taking an operational excellence journey with global clients - Rachel Lockner, Senior Vice President Operational Excellence, dentsu
Table 16 - What Successful Financial Services Brands do to Win Digital Customers - Howard Tiersky, CEO and Wall Street Journal Bestselling Author, FROM, The Digital Transformation Agency
Table 17 - How to create time management techniques that will add time back to your life - Brad Morrow, Principal Process Excellence Champion and Lead LEAN 6 Sigma Trainer, Helmerich & Payne
Table 18 - Digital Business Transformation and Enterprise Architecture - Prasanna Palakonda, Senior Enterprise Architecture Leader - Digital Business Transformation Leader & Enterprise Strategy Leader, Molina Healthcare

  • Anoop Kumar
    Vice President & Head - Business Excellence
  • Dr. Marlene Kolodziej
    Senior Vice President, Service Delivery RICOH Digital Services
  • Isabella Manning
    Head of Organisational Change Management
  • Michael Dove
    Vice President Enterprise Process Excellence and Quality
  • Thomas Bertels
    Founder and President
  • William "Brou" Gautier
    Director Spark Tank and Enterprise Performance Management
  • Niloofer Darbary
    Strategy and Business Transformation Leader
  • Ian Phillips
    LM Fellow & Chief Data Architect
  • Monika Mangla
    Managing Director
  • Kevin Inman
    Senior Director SRE DevOPS
  • Matthew Marino
    VP Digital Capabilities
  • Ashish Chopra
    Chief Information Officer
  • Ken Fredman
    VP, Head of Editorial, Design and Publishing
  • Rachel Lockner
    Senior Vice President Operational Excellence
  • Howard Tiersky
    CEO and Wall Street Journal Bestselling Author
  • Brad Morrow
    Principal Process Excellence Champion and Lead LEAN 6 Sigma Trainer
  • Prasanna Palakonda
    Senior Enterprise Architecture Leader - Digital Business Transformation Leader & Enterprise Strategy Leader

Mid Afternoon Refreshment Served | Peninsula 4 Room - Exhibit Hall

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Break into 3 Concurrent Tracks - People, Process, Technology

Case Study Presentation | Canaveral 1 Room | Process Summit

Innovation in Unexpected Places: Service Delivery

Join us for a modern exploration of the future of service delivery and customer experience at Ricoh. Industry expert, Dr. Marlene Kolodziej, DBA, ITIL will outline technological developments and lessons from her service delivery team. 

  • Shift Left, Grow Stronger: Discover how to revolutionize your approach by empowering employees with automated solutions that free up valuable resources.
  • From Knowledge Contributors to Innovators: Learn how to develop team members into pioneers in knowledge creation and solution development, driving value for your customers and clients.
  • Redefine Support Services with AI and ChatGPT: Get a look at how to harness new technology to provide seamless support services and elevate customer experiences.
  • Remote Resolution & Knowledge-Centered Services: Dive into Ricoh strategies that worked for remote issue resolution, knowledge-centered services, and encouraging continuous innovation that keeps teams agile and one step ahead in the industry.
  • Expanding Horizons: Explore the dynamic landscape of service delivery, including insights on automation, AI, and processes that redefine the customer support experience.

  • Dr. Marlene Kolodziej
    Senior Vice President, Service Delivery RICOH Digital Services

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Orchestrating Change: Key insights on driving successful global, multi-cultural transformation

Have you noticed how a strong and successful principle conductor can orchestrate the right instrumentalists to create fantastic music? Similarly, the key to success for an organization in the midst of change is to have a strong organizational framework that can orchestrate a cohesive change far more successful than if initiatives were driven individually. 

Given today’s complex, global environment, many large organizations with well-intended strategies have been unsuccessful in their implementation. With individual entities working in silo’s driving their own charter, it is critical to have an overarching framework to ensure that all the pieces fit together seamlessly.  Using real-life examples, “orchestrating change”, will focus on the framework to drive the strategic vision and maneuver an organization thru ambiguous periods of change. 

The session discusses:

  • the creation of the strategic vision framework,
  • three pillars for managing the framework,
  • key learnings.

  • Niloofer Darbary
    Strategy and Business Transformation Leader

Case Study Presentation | Canaveral 1 Room | Process Summit

Developing the Process Excellence strategy for effective deployment of Business. Transformation and Organization Improvement

Developing the Process Excellence strategy for effective deployment of Business Transformation and Organization Improvement. In this presentation the speaker will share the case study at PETRONAS on how the LEAN 6 Sigma methodology was deployed effectively with significant value creation in Cash Generation, Cost Savings and productivity improvement.

Among others, the speaker will:

  • The need to understand the business case for change and linking to the Voice of Customers, Business and Process
  • The importance of having a holistic deployment approach and link with other Continuous Improvement tools such as Agile, Working Backward,
  • How do we transform the talent into valuable asset via the LEAN 6 Sigma deployment?
  • The need to leverage on the digital technology to communicate effectively with the relevant customers and stakeholders
  • The role of Change Management in Continuous Improvement project deployment

  • Fahrurazi Bin Baharum
    Head Organization Improvement, Senior Lean Six Sigma Master Black Belt

Chairperson’s Closing Remarks | Peninsula 1-3 Room - Main Stage

Awards Reception | Peninsula 1-3 Room - Main Stage

Awards Ceremony | Peninsula 1-3 Room - Main Stage

Awards After Party | Peninsula 1-3 Room - Main Stage

DAY 4 - Friday | Main Summit | 10th May 2024

Registration | Peninsula Reg Desk

Breakfast & Networking | Peninsula 4 Room - Exhibit Hall

BTOES Exhibitor Hall Open | Peninsula 4 Room - Exhibit Hall

Opening Awards Panel Discussion

Peninsula 1-3 Room - Main Stage | People Summit

Opening Awards Panel Discussion

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Leadership establishes the mandate for a cultural change: then a miracle happens!

Research shows it takes seven years to shift a company’s culture. Also, research continues to show, for 15+ years in a row, that 70% of enterprise-wide initiatives fail to achieve their intent. Definitely something is not working well!. The question then is not what to do. It is what to do different, and what not to do.

Should we change the way change management is managing changes?

This interactive presentation provides the Key Success Factor for Sustained Behavioral Shift including pragmatic examples for the audience to take away and operationalize within their businesses.

  • From pockets of excellence to one common way of driving behavioral & operational change
  • From targeting outcomes to ensure robust processes (not procedures) are in place based on the ‘what is it in for Me & We’
  • From a lagging metric-based system to leading metrics driving results
  • From corporate pushing cultural programs to the business teams developing and owning strategies embedded into daily operations
  • From hallway posters including tag lines on changing culture to visual management driving behaviors
  • From compliance to measurable empowerment, where employees are proud and capable of identifying issues, problem solving and improving performance day-in and day-out
  • From one time involvement to leaders visibly role-modeling behaviors and ‘walking the talk’ of the change

  • Ricardo Estok
    Global Operations Transformation

Case Study Presentation | Canaveral 1 Room | Process Summit

4 Phase Approach to Competitive Advantage

I have created a proven approach that if done correctly, will result in a competitive advantage for any company in any industry. The model serves as a playbook for how organizations should manage their time and one that is focused on value generation and the acceleration of innovation through the application of simplifying processes to operating within a predictive state. The 4 Phase Model addresses the three major challenges facing Operational Excellence programs as summarized within the BTOES Research Report 2021 / 2022 titled The Global State of Operational Excellence- Critical Challenges & Future Trends.

Key Takeaways 

  • Organizational complacency is a killer and thus a company can quickly become their own worst enemy. There is a need to always be in a state of transformation.
  • Change & improve company culture through change acceleration and commitment.
  • Drive an end-to-end Business Transformation program and sustain Operational Excellence improvements through the 4 Phase Approach to Competitive Advantage Model.
  • People connect the business system.

  • Robert Cartia
    VP- Business Process

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Mid Morning Refreshment Served | Peninsula 4 Room - Exhibit Hall

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Go Fish - An Alternative Approach to Building Your Organization’s Change Capability When Resources Are Scarce

Thriving organizations are adept at change - yet many have little to no budget and/or headcount to invest in a formal change capability.  Is there a viable alternative? We will explore how people at Lilly used a grassroots approach to cultivate an endemic change capability that is enabling important changes all over the organization.

  • Creating something from nothing. Imagining an alternative approach to creating a change capability in your organization
  • Encouraging organic collaborations that defy organizational silos
  • Reaping tangible benefits for the business, risks and realities

 

  • Tami Beheler
    Sr Director End-to-End Process Excellence

Case Study Presentation | Canaveral 1 Room | Process Summit

Future Proofing Talent: Upskilling and Reskilling in the AI Tech Revolution

Today, I am going to explain why I have this immense excitement and pride as we delve into the world of upskilling and reskilling our tech workforce. This will be a journey that promises not only success for our companies but also transformative benefits for our invaluable employees. Helping others achieve their career aspirations while also helping the company in parallel might just sound too good to be true, but it's not.I will also be covering what the expectations look like coming from our new generation of employees in and entering the workforce, what they value and what drives them away, it may not be what you think it is. I can tell you for sure, it's not flashy offices or beer on tap.


Key Takeaways:

  • Upskilling empowers employees to become pioneers in their fields, driving innovation and success for the company.
  • It opens doors to exciting career opportunities, helping employees surpass their own expectations.
  • Reskilling allows employees to explore new domains and pivot their careers while remaining an integral part of the tech ecosystem.
  • Upskilling brings job security, increased employability, and a sense of purpose in one's profession.
  • We also see higher job satisfaction, engagement, and overall happiness among employees.
  • By investing in upskilling, we create a thriving ecosystem where talent and innovation flourish, benefiting both the company and its invaluable team members.

  • Kevin Inman
    Senior Director SRE DevOPS

Case Study Presentation | Canaveral 2 Room | Technology Summit

Emerging Technologies for Business Transformation & Operational Excellence

  • Xiaochen Zhang
    Global Head - Innovation

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Driving OE with a startup mindset

The imperative for operational excellence amplifies when the macro headwinds are strong. When operational excellence is activated, companies can emerge even stronger and become well positioned to advance faster in the next business growth cycle. ServiceNow is a top 10 enterprise software company, and the fastest to hit $1B in revenue in history. Patrick Tam shares how ServiceNow harnesses operational excellence to drive accelerated business performance in today’s dynamic economic climate.

  • Patrick Tam
    Vice President of Corporate Operational Excellence

Case Study Presentation | Canaveral 1 Room | Process Summit

Lean Strategy and Transformational Leadership

Lean strategy principles were originally implemented primarily in auto and aerospace production systems in the past. For the last 2 decades, it has been recognized by other industries such as IT, education, etc. and implemented in their business models as well. Having worked in various industries, I have successfully deployed the 5 principles of Lean strategy with proven record of success. Industry culture and transformational leadership have been strongly tied to the success of Lean implementation. 

Key takeaways: 

  • Why Lean fails in certain businesses
  • Leadership model transformation challenges in hierarchical cultures
  • Strategies on successful Lean implementation

  • Emily Bosh
    Senior Program Manager

Case Study Presentation | Canaveral 2 Room | Technology Summit

How to Big Banks and Small banks need to compete in this Post-Covid World
  • Modernize Core Banking
  • Cloud Enables v/s Cloud Native
  • Key Partnership with Fintech
  • Combined Impact of AI, Blockchain and Quantum Computing

  • Ashish Chopra
    Chief Information Officer

Break into 3 Concurrent Tracks - People, Process, Technology

Case Study Presentation | Canaveral 1 Room | People Summit

Managing Change with Digital Business Process Management

While many business applications continue to evolve with new digital technologies, applications specific to Business Process Management have lagged until now.  Digital technology is now being applied to the traditional methods of Business Process Management to make process managers and business leaders more effective and efficient in improving business performance and managing ongoing change within their enterprises. 

Key Takeaways:

At the conclusion of this session, audience members will:

  • Understand their importance in the performance of their companies
  • Understand how digital technology is provided unprecedented visibility and clarity of process issues
  • Understand how a collaborative process management capability will improve their ability to manage ongoing change and performance improvement

Lincoln Kirste

  • Chet Harter
    Vice President

Break into 3 Concurrent Tracks - People, Process, Technology

Case Study Presentation | Canaveral 1 Room | Process Summit

Using Process Mining to transform KAIZEN from traditional to digital"

In this presentation, we delve into the transformative journey of KAIZEN, exploring its evolution from a traditional framework to a digital powerhouse through the integration of Process Mining. We spotlight Fujitsu's pioneering approach, showcasing how leveraging shop-floor data propels continuous improvement and embeds sustainability into core operational processes. Attendees will uncover the strategic advantages of this evidence-based approach, including significant reductions in data analysis time and the accelerated identification and elimination of inefficiencies. The session also navigates through the pivotal challenges encountered and the invaluable lessons learned, providing a comprehensive roadmap for digital excellence in process optimization.


Key topics:

  • Understanding the role of Process Mining in transitioning KAIZEN from a traditional framework to a digital-first approach.
  • Insights into how Fujitsu is redefining operational efficiency and sustainability by harnessing shop-floor data.
  • Strategies for reducing data analysis time, thereby expediting the process improvement lifecycle.
  • Practical approaches for identifying and eliminating wasteful practices to streamline operations.
  • An exploration of the major challenges faced during this digital transformation and the strategies to overcome them.
  • Lessons learned from Fujitsu's journey, offering a blueprint for successful integration of Process Mining into continuous improvement initiatives.

  • Lincoln Kirsten
    Senior Director

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Networking Lunch | Atrium A&B/Broadwalk

One-to-One Business Meetings & Networking | Peninsula 4 Room - Exhibit Hall

Award For Best Poster | Peninsula 1-3 Room - Main Stage

Break into 3 Concurrent Tracks - People, Process, Technology

Keynote | Peninsula 1-3 Room - Main Stage | People Summit

Design Thinking - A Driver for Business Agility and Transformation

The right tools, techniques, and methods to accelerate change and unlock value is foundational to meaningful change. In many instances, suboptimal use of process and tooling can impede lasting change and result in underperformance and organizational inefficiencies. This discussion will explore design thinking as an accelerator for business agility and product/service innovation. We will explore contextual considerations for its application and discuss scenarios where the tool may not be the best fit for the change or desired outcomes.

Learning Objectives

  • Primer on the design thinking toolset
  • How to incorporate the design thinking toolset to unlock business value and transform
  • Understand the context and "fit" for using the tool
  • Understand organizational capabilities and outcomes that are enabled by design thinking
  • Review lessons learned from a case study
  • Q&A

  • Paul Moretti
    Vice President Enterprise Transformation & Chapter Lead

Case Study Presentation | Canaveral 1 Room | Process Summit

Driving Process Improvement in the World Around You

Learn about and how to leverage the Dragonfly Construct, a new process improvement methodology that challenges the status quo of how strategy is developed and implemented within a corporation and streamlines efficiencies to derive a new format for strategic management and process improvement.

Key Takeaways:

  • Understand what successful process improvement looks like
  • How to equip individual contributors and management with the tools and mindsets to encourage and drive process improvement at all layers of an
  • organization
  • Core processes of the Dragonfly Construct and how it can be applied into your personal lives
  • Sneak peak into the Dragonfly Construct Framework, a new process improvement framework for organizations, leveraging the Dragonfly Construct

  • Jordan Thurston
    SVP, Global Head of Regulatory Profile Management & Performance Analytics

Case Study Presentation | Canaveral 2 Room | Technology Summit

A message from the frontline for the frontline - Employee readiness throughout the digital transformation journey.

Frontline workers want to understand how technology and artificial intelligence can elevate their work. We will do a deep dive into empowering frontline teams and exploring strategies and the benefits of giving them the tools and autonomy they need to excel in their roles. Driving innovation to customer satisfaction, empowering frontline teams is critical to employee readiness through an organization's digital transformation journey. This session will cover a people-first mindset and how we should prepare the workforce for the changes ahead. As artificial intelligence continues to reshare industries, preparing the frontline workforce for this revolution is crucial.

 Key Takeaways:

  •  A people-first approach to technology-providing the frontline worker with the right technology that empowers them to leverage their skills and expertise to drive positive outcomes.
  • Cultivating top-producing frontline teams
  • Creating a culture where frontline workers can grow. Frontline worker to knowledge worker.
  • As artificial intelligence continues to reshare industries, preparing the frontline workforce for this revolution is crucial. By nature, change involves taking risks and risks often evoke a sense of fear so leaders must work to inspire, empower, and energize their teams


  • Marnie Morgan
    Sr. Director Enterprise Operations, Service Delivery RICOH Digital Services

Q&A Roundup and Chairperson’s Closing Remarks | Peninsula 1-3 Room - Main Stage

Additional information