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Dec 25, 2017

Rob Phillips joins us from SSOW Canada where he shares what he’s doing in Shared Services for Canadian Blood Services. The focus is on improving the customer experience, improving efficiencies and standardizing processes to deliver services. The solution has been to have a continuous improvement function as part of...


Dec 18, 2017

The Director of Business Processing Services BPO & Category Management for Manulife Dhruv Devnani joins us and shares that he sees his role as guiding the process along while supporting and getting the most value for the organization. He understands that outsourcing can be viewed as controversial especially during...


Dec 11, 2017

Celestica’s Vice President of Global Business Services, Manny Paneser joins us from SSOW Canada where he shares that he truly believes in the discipline of Global Business Services. He’s trying to look at the cause and effect of processes. The traditional silos are great for creating subject matter experts within...


Dec 4, 2017

John Hopkins joins us and discusses global services process ownership. He’s decidedly from the centralized point of view. John notes that if he were starting a multi-national, global entity today, he would start by defining and assigning global services process roles and make it universally unilateral across...


Nov 27, 2017

Just under two years into automation, Jon Theuerkauf joins us from Intelligent Automation Chicago 2017 to take us through the persona around the initiative which as you might guess is Alex- a tip of the hat to BNY founder Alexander Hamilton- meaning all of the bots are called Alex with their own subsequent bot id code....