Conference Guide 061713

July 17-18, 2013 | New York, NY USA

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

Message from the Chairman

Dear Colleagues,

We are living through a sea change from Old IT to New IT. While it has taken longer than we anticipated for web services and a Service-Oriented Architecture (SOA) to become a practical reality, the impact is proving to be quite extraordinary. And where ITO goes today, BPO will surely follow..

The impact of this shift can be truly game changing business agility through faster outcomes, less capital investment, greater flexibility, escape from the treadmill of version upgrades, and a technology catalyst for introducing business process best practices.

For the IT services suppliers, this poses quite a challenge. The days of the mega deal are long gone, and clients are looking for everything-as-a-service, with competitive pricing and no lock-in. For the in-ternal IT department, this relieves them of the routine activities, but poses significant new problems of Vendor Relationship Management, Systems Integration and Services Integration. Now the buyer has to be even smarter orchestrating multiple boutique suppliers. Hybrid solutions are becoming commonplace, with elements from conven-tional managed services deals being combined with private Cloud, and with public Cloud, and with Infrastructure-as-a-Service (IaaS), and with Platform-as-a-Service (PaaS), and with Software-as-a-Service (SaaS), and with. The operating system is every bit as complex as when Bill Gates invented DOS to meet the challenges of a microprocessor managing its relationships with hard discs, floppy discs, RAM memory etc. Today the retained organization in your company is that operating system, and the relationships are much more complex than those found inside a computer - people are much less predictable than machines! Your partner / supplier companies each have their own operating system that they want to leverage across their multiple customers, so your organization has to act as a sort of hypervisor in order to get them all to work to-gether. That brings many challenges in day-to-day transactional activities like case exchange, security, data residency etc.

This is where the World BPO/ITO Forum can make a real difference by enabling buyers and sellers of services to meet each other, and by encouraging experts to share insights in a friendly environment.

Whether your organization is a current user of global sourcing or you are considering such a move, this event is the right platform to get a perspective from around the globe: from India to the Philippines, and from Brazil to China. This event offers an extraordinary ROI these hard-won insights can save a typical mid-cap company millions of dollars in avoiding mistakes and value leakage.

Jim Noble Chairman, World BPO/IT Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria;

Principal, The Advisory Council

www.worldbpoforum.com 3

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conference program


DAY ONE | WEDNEsDAY, JulY 178:00 8:45 AM RegistRation & netwoRking BReakfast Buffet

8:45 8:50 AM oPening ReMaRks: Kartik Kilachand, Co-Founder, World BPO/ITO Forum; Babu Lal Jain, Co-Founder, World BPO/ITO Forum, Inc.; Chairman, WICS 8:50 9:20 AM welcoMe addRess: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council

9:20 10:20 AM

oPening keYnote: PLEASE rEFEr TO ThE PrOGrAM AddENduM

stRategY/leadeRshiP

eMeRging destination & tRends

10:30 11:30 AM Panel: integrating strategic BPo, ito, kPo...and XXo: countRY Panel: the Rapidly changing landscape of unlocking opportunities for the creation of sustainable global sourcing again! Business Value and growth Moderator: P.K. Agarwal, TiE Global Moderator: harvey Koeppel, Pictographics Inc. Panelists: roberto Bennett, uruguay XXI; Panelists: Angelo Incorvaia, Bank Leumi; Katie Gove, Trellis; Atefeh riazzi, united Nations; Sanjeev Sinha, CrISIL Global research & Analytics; Marissa Scott, Pitney Bowes Luz Monica Perez Ayala, ProExport Colombia

11:40 AM 12:30 PM RoundtaBle: high impact sourcing: creating sustainable, fiReside chat: enabling lean and agile sourcing through scalable & innovative social enterprise Models highly collaborative Models and Multi-location Portfolios Facilitator: Eme Eissen, rockefeller Foundation, Nairobi Facilitator: Andy Wasser, Carnegie Mellon university Speakers: Sarajit Jha, Tata Business Support Services; Speakers: robert Janssen, Outsource Brazil; Madan Padaki, head held high; Juan Navarro, hexacta (Argentina); Pumela Salela, Global Sourcing Council diego Tovar, Carvajal Tecnologia & Servicio

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

1:00 1:50 PM netwoRking luncheon

1:50 2:20 PM desseRt: Visit Sponsor Showcase & Country Pavilion

Business & oPeRational innoVation

how the technologY landscaPe in the Multi-VendoR ecosYsteM is changing outsouRcing

2:20 3:20 PM Panel: Buyers vs. Providers - Relationship Management Panel: the impact of cloud on BPo: Reality or hype? through the sourcing lifecycle Moderator: Ben Trowbridge, Alsbridge Moderator: Beppe urso, Leo Burnett Worldwide Panelists: Aldo uva, Firmenich Flavors; Tanvir Ali Khan, dell; dr. Marcell Vollmer, SAP

3:30 - 4:20 PM fiReside chat: the evolving Role of the successful cio RoundtaBle: crowdsourcing: leverage the Power May the force(s) be with You! of the collective without getting lost in the crowd Speakers: Jerry Luftman, Global Institutue for IT Management; Facilitator: Leila Janah, Samasource Steve Sheinheit, JPMorgan Chase, MetLife, QBENA Speakers: Carl Esposti, Crowdsourcing.org; ram rampalli, @WalmartLabs

4:30 - 5:20 PM

keYnote: Managing at the crossroad: sparks, halos, and the new Business of Meaning Ben Pring and Paul roehrig, Ph.d., Center for the Future of Work, Cognizant Technology Solutions

5:20 - 6:20 PM

closing keYnote: leading change and the challenges of transformation Vivek Kundra, Executive Vice President of Emerging Markets, Salesforce.com; and Chief Information Officer of the united States (2009-2011)

6:20 - 6:30 PM closing ReMaRks: Jim Noble, Chairman, World BPO/ITO Forum ; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council

6:30 - 8:30 PM eXecutiVe netwoRking RecePtion: Admittance by Conference Badge

Track Chair: Scot Petersen, SearchCIO.com

Track Chair: Scot Petersen, SearchCIO.com

CONFErENCE-AT-A-GLANCEMasteR of ceReMonies

Steven L. Sheinheitformer CIO, JP Morgan Chase

6 woRld BPo/ito foRuM 2013 suMMit July 1718, 2013 New York, NY www.worldbpoforum.com 7 6 woRld BPo/ito foRuM 2013 suMMit July 1718, 2013 New York, NY

CONFERENCE-AT-A-GLANCEDAY TWO | THuRsDAY, JuLY 188:00 8:50 AM RegistRatioN & NetwoRkiNg BReakfast Buffet

8:50 9:00 AM oPeNiNg ReMaRks/welcoMe addRess: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council

9:00 9:50 AM

oPeNiNg k eYNote: Rising to the challenge: delivering Real transformation (Not Just giving a facelift) Atefeh Riazi, Chief Information Technology Officer, united Nations

BusiNess & oPeRatioNal iNNoVatioN

eMeRgiNg destiNatioN & tReNds

iN the Multi-VeNdoR ecosYsteM

9:50 - 10:50 AM PaNel: strategic Vendor Management: Managing global facilitated woRkshoP: transform or die! Relationships cross culturally Speaker: Al Guibord, The Advisory Council (TAC) Moderator: Soumitra Rathod, New York Life Insurance Company Panelist: Vishal Ahluwalia, uBS Group; Brian Cross, Conde Nast

how the techNologY laNdscaPe is chaNgiNg outsouRciNg

11:00 11:50 AM fiReside chat: key challenges for global sourcing: integrating enterprise it to leverage Mobility, cloud and social Networking Facilitator: Gopal Khanna, Technological Leadership Institute Speakers: Raj Patil, aSpark & LiquidHub

11:50 AM 12:05 PM closiNg ReMaRks: Jim Noble, Chairman, World BPO/ITO Forum; Author; former CIO, Talisman Energy, GM, AOL, GE, BP and Altria; Principal, The Advisory Council

12:05 1:00 PM NetwoRkiNg eVeNt: Refreshments

Congratulations to the 2012 global sourcing Council 3s award Winners > Community Engagement Award: alter eco> Employee Engagement Award: Vos> Empowered Woman Award: harVa> Out-of-the-Box Award: prana> Peoples Choice Award: Digital Divide Data

Keep an eye open for the winners video clips/presentations at the World BPo/ito Forum.

submission Deadline: september 1, 2013 event: october 28, 2013

6 woRld BPo/ito foRuM 2013 suMMit July 1718, 2013 New York, NY www.worldbpoforum.com 7

wedNesdaY, JulY 17 4:30 5:20 PM

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

Cognizant Technology Solutions

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

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

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

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

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

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

Paul Roehrig, PhD Center for the Future of Work


wedNesdaY, JulY 17 9:20 10:20 aM

oPening KeYnote: Please refer to the Program addendum

KEYNOTE PRESENTATIONS


leading Change and the Challenges of transformation sPeakeR: Vivek Kundra Executive Vice President of Emerging Markets, Salesforce.com;

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

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

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


KEYNOTE PRESENTATIONS CONTINuED

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thuRsdaY, JulY 18 9:00 9:50 aM

oPening KeYnote: rising to the Challenge: Delivering real transformation (not Just giving a Facelift) sPeakeR: Atefeh Riazi Chief Information Technology Officer

united Nations

As the CIO we have a tremendous insight into how the organization works and where the opportunities are for transformation. Moving to the CEO role requires leading this transformation not only through the use of technology, but also through vision, passion, instinct and simply clear headed management. To lead an organization through this phase and to sell the vision requires tremendous skills like selling, persuasion, communication, and playing the power and politics.

8 World BPo/ITo Forum 2013 SummIT July 1718, 2013 New York, NY www.worldbpoforum.com 9

DAY ONE WEDNEsDAY, JulY 17

STraTegY/leaderShIP

WedNeSdaY, JulY 17 10:30 11:30 am

Panel: Integrating Strategic BPO, ITO, KPO and XXO: Unlocking Opportunities for the Creation of Sustainable Business Value and Growth moderaTor: Harvey Koeppel President

Pictographics, Inc.

PaNelISTS: Angelo Incorvaia, CIO, Bank Leumi Atefeh Riazzi, Chief Information Technology Officer, United Nations Marissa Scott, Manager, Sourcing Program Office, Pitney Bowes

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

opportunities and challenges that Business Model Innovation will bring.

emergINg deSTINaTIoN & TreNdS


Country Panel: The Rapidly Changing Landscape of Global Sourcing Again! moderaTor: P.K. Agarwal CEO

TiE Global

PaNelISTS: Roberto Bennett, Head of Investment Promotion, Uruguay XXI Katie Gove, Managing Director, Trellis Sanjeev Sinha, President, CRISIL Global Research & Analytics Luz Monica Perez Ayala, Foreign Investment Director USA, ProExport Colombia

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

oPeNINg keYNoTe: Please refer to the Program addendum


10 World BPo/ITo Forum 2013 SummIT July 1718, 2013 New York, NY www.worldbpoforum.com 11

STraTegY/leaderShIP

WedNeSdaY, JulY 17 11:40 am 12:30 Pm

RoundTable: High Impact Sourcing: Creating Sustainable, Scalable & Innovative Social Enterprise Models FacIlITaTor: Eme Essein Acting Director

Rockefeller Foundation, Nairobi

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

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

emergINg deSTINaTIoN & TreNdS

WedNeSdaY, JulY 17 11:40 am 12:30 Pm

Fireside Chat: Enabling Lean and Agile Sourcing through Highly Collaborative Models and Multi-Location Portfolios FacIlITaTor: Andrew Wasser Assoc. Dean, School of Information Systems and Management

Carnegie Mellon Universityl

SPeakerS: Robert Janssen, Managing Director, Outsource Brazil Juan Navarro, Managing Partner, Hexacta (Argentina) Diego Tovar, Global Director, Carvajal Tecnologica & Servicio

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

DAY ONE cONtiNuED WEDNEsDAY, JulY 17


NetwoRkiNg luNcheoN


BusiNess & oPeRatioNal iNNoVatioN iN the Multi-VeNdoR ecosYsteM


Panel: Buyers vs. Providers relationship Management through the sourcing lifecycle ModeRatoR: Beppe urso Executive Vice President, Global Director Client Compensation & Strategic Sourcing

Leo Burnett Worldwide

PaNelist: Tanvir Ali Khan, VP & Global Head, Dell BPO Aldo uva, President, Firmenich Flavors Dr. Marcell Vollmer, CPO, SAP

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

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

Key Learning Points: Hear leading experts share their experiences and major learnings Gain strategic insight from both supplier and client perspective Learn the CEO, CIO and CPO point of view on Sourcing Lifecycle



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

Alsbridge Inc.

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

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


stRategY/leadeRshiP

Fireside Chat: the evolving role of the successful Cio May the Force(s) be with You!wedNesdaY, JulY 17 3:30 4:20 PM

sPeakeRs: Steven Scheinheit former CIO

JPMorgan Chase, MetLife, QBENA

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



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

Samasource

sPeakeRs: Carl Esposti, Publisher, Crowdsourcing.org Ram Rampalli, Director, @WalmartLabs

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

DAY ONE CONTINuED WEDNEsDAY, JuLY 17

Jerry Luftman Professor & Managing Director

Global Institute for IT Management



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


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

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

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

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

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

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

keYNote

Paul Roehrig, PhD Center for the Future of Work


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

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

than it does on the profitability of corporations headquartered there.

Professor Robert Reich, Professor of Public Policy, university of California at Berkeley;

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


eXecutiVe NetwoRkiNg RecePtioN



leading Change and the Challenges of transformation sPeakeR: Vivek Kundra Executive Vice President of Emerging Markets, Salesforce.com;

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

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

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

closiNg keYNote

closiNg ReMaRks


EXECuTIVE NETWORKING RECEPTIONCard Room & Terrace, 9th Floor

Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors doeuvres and cocktails at the end of the World BPO/ITO Forums first day.

Relax after a productive and information-packed day, or continue your valuable peer-to-peer networking. If you are looking to make connections and build relationships, you wont want to miss this event.

DAY ONE CONTINuED WEDNEsDAY, JuLY 17


oPeNiNg keYNote

thuRsdaY, JulY 18 9:00 9:50 aM

BusiNess & oPeRatioNal iNNoVatioN iN the Multi-VeNdoR ecosYsteM

Panel: strategic Vendor Management: Managing global relationships Cross CulturallythuRsdaY, JulY 18 9:50 10:50 aM

ModeRatoR: Soumitra Rathod Corporate VP, Vendor Governance

New York Life Insurance Company

PaNelists: Vishal Ahluwalia, Head of Offshoring/Outsourcing Americas, uBS Group Brian Cross, Director, Digital Assests, Conde Nast

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

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

DAY TWO THuRsDAY, JuLY 18

oPening KeYnote: rising to the Challenge: Delivering real transformation (not Just giving a Facelift) sPeakeR: Atefeh Riazi Chief Information Technology Officer

united Nations

As the CIO we have a tremendous insight into how the organization works and where the opportunities are for transformation. Moving to the CEO role requires leading this transformation not only through the use of technology, but also through vision, passion, instinct and simply clear headed management. To lead an organization through this phase and to sell the vision requires tremendous skills like selling, persuasion, communication, and playing the power and politics.


NetwoRkiNg eVeNt: Refreshments served

thuRsdaY, JulY 18 12:05 1:00 PM

closiNg ReMaRks

thuRsdaY, JulY 18 11:50 aM 12:05 PM


Fireside Chat: Key Challenges for global sourcing: integrating enterprise it to leverage Mobility, Cloud and social networkingthuRsdaY, JulY 18 11:00 aM 11:50 PM

facilitatoR: Gopal Khanna Senior Fellow

Technological Leadership Institute

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

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

DAY TWO CONTINuED THuRsDAY, JuLY 18

eMeRgiNg destiNatioN & tReNds

Facilitated Workshop: transform or Die!thuRsdaY, JulY 18 9:50 10:50 aM

sPeakeR: Al Guibord Chairman & Founder

The Advisory Council (TAC)

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

16 woRld BPo/ito foRuM 2013 suMMit July 1718, 2013 New York, NY www.worldbpoforum.com 17 www.worldbpoforum.com 17

BOARD OF DIRECTORS/STEERING COMMITTEE

Executive Vice-Chairs:

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

Center for CIO Leadership

steve hufford CEO society for Information Management

(sIM) International

tsvi gal CTO

Morgan stanley

Executive steering Committee:

R. lee coulter CEO, shared service Organisation

Ascension Health

alan guibord Chairman & Founder


guy Pujol Managing Director

JPMorgan Chase

Beppe urso EVP, Global Director Client Compensation & strategic sourcing

Leo Burnett Worldwide

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


World BPO Forum Founders:

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

Chairman, WICs

kartik l. kilachand CEO & Co-Founder

The World BPO Forum, Inc.

Executive Vice-Chairs, India:

d.k. sareen Executive Director

EsC

d.s. Rawat secretary General

AssOCHAM

J.c. luther former Deputy Governor

Reserve Bank of India RBI

MasteR of ceReMoNies: steven l. sheinheit former CIO

JPMorgan Chase

Executive Chairman:

contact the world BPo/ito forum Kartik Kilachand

500 East 77th street, suite 509, New York, NY 10162 Ph: 917-470-9022 [email protected] Babu Lal Jain / Rajiv Tandon

605 sun City Business Tower, sector 54, Golf Course Road, Gurgaon - 122002 India Ph: +91 (124) 4212130 - 37 [email protected]

18 woRld BPo/ito foRuM 2013 suMMit July 1718, 2013 New York, NY

P.k. agarwal CEO

TiE Global

gary Beach Publisher Emeritus

CIO Magazine

dinyar devitre Board of Directors & former CFO

Altria Group, Inc.

eme essein Acting Director Rockefeller Foundation,

Nairobi

Peggy fechtmann EVP, Global Operations MetLife Technology

& Operations

Robert Janssen Managing Partner

Outsource Brazil

dawid Jarosz Operations Director Association of Business

service Leaders (ABsL)

gopal khanna senior Fellow, Technological Leadership Institute

university of Minnesota

karen Morris former CIO

AIu Holdings

Raj Patil CEO, aspark;

COO, LiquidHub

len Peters Associate Vice President & university CIO

Yale university

TRACK CHAIR scot Petersen Editorial Director

searchCIO.com

sasi Pillay CTO, Office of the CIO

NAsA

soumitra Rathod Corporate VP, Vendor Governance

New York Life Insurance

Julia santos Head of Worldwide strategic Outsourcing Johnson & Johnson Group

of Consumer Companies

Pumela salela Board Member, Global sourcing Council African Ambassador sustainable & socially

Responsible sourcing

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

Matryzel Consulting, Inc

andrew wasser Associate Dean, school of Information systems & Management Carnegie Mellon

university

lisa wright VP Enterprise Vendor Governance & sourcing

Prudential

EXECuTIVE ADVISORY COuNCIL

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With results like that, its no secret that leaders from the biggest names in technology and BPOs have already switched to Samasource.

Find out whoand how we can help solve your messy data problems.

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biographies


P.K. Agarwal CEO TiE Global;

Former CTO, State of California

P.K. Agarwal is the CEO of TiE Global, a non-profit dedicated to entrepreneurship. Prior to this, P.K. served as Governor Schwarzeneggers Chief Technology Officer for the State of California. During his tenure, he successfully consolidated multiple IT organizations saving taxpayers over $60 million dollars. He has over 25 years of experience in IT in the positions of VP at ACS Inc., CIO and EVP for NIC Inc., and the CIO for the California Franchise Tax Board. He helped pioneer the use of Internet in government and shaped the national and state policy in this area, dating back to Al Gores National Information Infrastructure Advisory Council in 1995. He has the unique distinction of having a U.S. national annual award named as the P.K. Agarwal Award for Leadership in Electronic Government. He also served as the presi-dent of National Association of State CIOs and the National Electronic Commerce Coordinating Council (ec3). He also serves as a fellow of the National Academy of Public Administration and a member of the Harvard Policy Group. P.K. has a Bachelors in Engineering from IIT, New Delhi, and Masters Degrees from California State University, Sacramento and UC, Berkeley.

Vishal Ahluwalia Executive Director-UBS Group Operations

Head Offshoring/Outsourcing-Americas

Vishal is currently ED (Executive Director) UBS Americas and the Head for Outsourcing & Offshoring in UBS Group Operations (WMA, IB and AM Americas). He is responsible for delineating services outsourcing strategies for the Bank. Prior to joining UBS Vishal has held executive roles in global organizations including Head- Global Sourcing at Credit Suisse (IT& Operations) Americas) and Director-Head Global Sourcing at Unisys. Vishal is an accomplished leader in conceptualization and implementation of global sourcing strategies, development of delivery organizations and integration of corporate cultures that impacts enterprise profitability. A change agent and catalyst to deploy right-sourcing strategies resulting in best-in-class service and superior cost-arbitrage. Strong track record in evangelizing global sourcing strategies in high-change organizations as well as driving enterprise transformation to highly optimized service delivery; implemented unique one-sourcing initiatives for consolidation and to achieve better enterprise ROI. Vishal has significant Program Management and Business Transformation leadership experience driving several large scale productivity enhancement programs, extensive experience in establishing vendor management framework for optimized delivery including center set-up, program management and service level agreement based vendor performance management. A passionate speaker recognized by the China Outsourcing Commerce Bureau as a Subject Matter Expert on off-shoring and outsourcing institute, nominated as an Honorary Ambassador for the Bureau; also recognized as industry specialist by IAOP and Outsourcing Institute.

Gary Beach Publisher Emeritus

CIO Magazine

Gary Beach brings more than 30 years of information technology publishing experience to his role as publisher emeritus of IDGs CIO magazine. Beach is a highly re-garded spokesperson throughout the United States and the global technology industry and he has testified on key issues facing the IT industry before the U.S. House and Senate. From the Oval Office of the White House in 1995, Beach launched an IT non-profit organization called Tech Corps that continues to challenge IT profes-sionals to assist the education tech issues of K-12 schools in America. As an expert on the role of the CIO, IT best practices and future IT predictions, he is frequently quoted by major media organizations such as CNN, CNBC, USA Today, The New York Times, The San Francisco Chronicle and Business Week. From 1998 2002 he contributed commentaries on key tech issues to NPRs All Things Considered program.

Roberto Bennett Head of Investment Promotion

Uruguay XXI

Mr. Roberto Bennett joined Uruguay XXI in March 2004. His present responsibilities include consolidating the countrys image internationally as well as promoting the opportunities that Uruguay offers for foreign direct investments. Leading a team of professionals prepared to effectively guide the international investor, providing qualified advice and updated information. With the strategic goal of placing the country as a competitive destination for productive investment, attracting investments that create high quality jobs and reinforce social and economic development. Also assisting in international missions and business events and trade fairs. Prior to joining Uruguay XXI, Mr. Bennett served as Technical Director of Tourism at the Ministry of Tourism of Uruguay from June 2000 up to March 2004. His responsibilities included the design of a new strategy to promote Uruguay in the world, including the famous Natural Uruguay campaign as well as plans to enter new markets in the Americas, Asia and Europe. Prior to joining the Ministry of Tourism, Bennett worked for 25 years in Europe, the U.S. and Africa as regional director for international companies and was involved in numerous projects. Roberto Bennett also worked as a consultant to the United Nations in a project to modernize the Russian Federa-tions Black Sea tourism industry and to prepare the city of Sochis candidacy to host the 2014 Winter Olympic Games. In addition, he worked on major projects in Spain, Cyprus, Cuba, Hong Kong, the United Arab Emirates, United States and South Africa. Roberto Bennett graduated from the University of California.

BIOGrAPHIES

20 WoRld BPo/ITo FoRum 2013 SummIT July 1718, 2013 New York, NY

Biographies Continued R. lee Coulter CEO Shared Service Organisation

Ascension Health

Lee joined Ascension Health in September 2010 and is currently leading shared services for the Symphony transformation as CEO of the new Ministry Service Center based in Indianapolis. Lee Coulter is an internationally recognized expert and sought after speak in Shared Services, Information Technology, Business Process Outsourcing (BPO) and Business Process Transformation. Lee is an industry analyst with HfS Research, a senior advisor with Frontier Strategy Group, and serves on the Global Steering Team of the Shared Services and Outsourcing Network. He has consulted and advised many of todays largest companies in shared services, outsourcing, and business process transformation. Lee has more than 24 years of experience in shared services. He spent 15 years as a commercial service provider with General Electric in healthcare and hospital services as well as IT services. In the last 9 years, he has built and led multi-function shared services internally for companies such as AON and Kraft. Lee also has been deeply involved with the emerging market regions for more than 15 years having lived in Asia and Latin America. Mr. Coulter holds a BS in Electronics Engineering from DeVry University and has completed all course work for a BS in Electrical Engineering and a Masters Degree in Biomedical Engineering at California State University at Long Beach.

Brian Cross Director, Digital Assests

Conde Nast

Brian Cross is the Director of Digital Assets for Conde Nast. Since 2007, he has launched and managed the companys Digital Asset Management systems. He is responsible for overseeing the content conversions workflow, DAM application development and syndication of digital content. His work most notably includes the large scale digitization and productization of the companys archives, this includes publications such as Vogue, Vanity Fair and WWD. Since 2009, he has also been involved in a number of mobile and tablet content initiatives. Prior to joining Conde Nast, Brian worked at ARTstor as a Digital Archivist on the Mellon International Dunhuang Archive (MIDA). He has an MLIS from Pratt Institute and BA from SUNY New Paltz.

Carl Esposti Publisher

Crowdwourcing.org

Carl is the Founder and CEO of Massolution and Publisher of Crowdsourcing.org, two of the leading properties in the crowdsourcing and crowdfunding arena. He is also the creator of the CAPS program (Crowdfunding Accreditation for Platform Standards) for crowdfunding portal best practices and a thought leader in crowd-strategy and crowd-adoption models. Over the past four years he has played a central role in pioneering and developing crowdsourcing and crowdfunding interna-tionally, not only putting Crowdsourcing.org at the center of the nascent industry but also, developing Massolution as an industry Think Tank, helping to develop standards, accountability and implementation models for crowdsourcing and crowdfunding. Crowdsourcing.org, founded in 2010 is the leading information and com-munications website for the fast growing crowdsourcing and crowdfunding industries. Carl has grown it from inception to a six figure monthly audience and a posi-tion of respect in the industries. Massolution is the only dedicated management advisory and research firm with crowd at the heart of its business. It advises at a Governmental level, in the banking and finance sector, and to enterprises on the use of crowd strategies in job creation, SMB development, entrepreneurship, public sector service improvement, leveraging corporate R&D portfolios and enterprise process improvement. Carl has also been an active campaigner for childrens rights.

Eme Essein Acting Director

rockefeller Foundation, Nairobi

Eme Essien Lore joined the Rockefeller Foundation in April 2011. As Senior Associate Director in the Africa Regional Office, Ms. Essien Lore supports the develop-ment and execution of several initiatives. She serves as the regional champion for the Foundations Harnessing the Power of Impact Investing initiative, which works towards consolidating and catalyzing the evolving industry of impact investment for both social and environmental benefits. She also helps advance the Foundations work entitled Digital Jobs Africa. Digital Jobs Africa is working in Africa to foster and scale up a new arm of the outsourcing industry called impact sourcing, which are programs aimed at creating employment for the poor by establishing meaningful jobs in the information technology industry. Prior to joining Rockefeller, Ms. Essien Lore spent several years with the International Finance Corporation, the private sector arm of the World Bank. In her most recent role, she served as Manager of SME Initiatives, Africa. In that capacity, she provided strategic leadership for the Corporations SME development activities in Africa as well as oversight for several programs across the continent providing capacity building, technical assistance and risk capital for small businesses. Ms. Essien Lore, a graduate of Columbia College at Columbia University, earned an MBA from the Wharton School of Business, University of Pennsylvania and an MA from the School of Advanced International Studies, John Hopkins University.


Tsvi Gal World BPO/ITO Forum Vice-Chair

CTO, Morgan Stanley

Tsvi Gal is CTO at Morgan Stanley, where he is responsible for constructing an industry leading, evolutionary architecture that is competitively positioned both on the buy side (asset management) and on the sell side (investment banking) for future growth through innovation, processing scale, and efficiency. Before his position at Morgan Stanley, Gal was Chief Technology Officer and a managing director for Deutsche Bank Capital Markets. Previously, he was Chief Information Officer at Time Warner Music Group (WMG). Under Gals leadership, WMG introduced mobile ring tones to the USA and was the first partner of Apples iTunes/iPod drive. He also led the transformation of WMGs web assets into a full fledge eCommerce site with over 14 million unique users. From 1999 to 2002, Gal was the President & Chief Operating Officer of ATT.com. In this position he was responsible for AT&Ts eBusiness and eCommerce activities. Gal also led the global sourcing and vendor manage-ment effort for all of AT&T resulting in a net savings of $145M per annum. Starting his IT career in the Israeli army in 1976, Gal served in executive management roles as CIO & CTO at Merrill Lynch (heading global infrastructure), Wells Fargo (heading investment banking, global infrastructure and the on-line bank), ABN AMRO Bank (CIO of North America), and Bank of America (CTO and head of Infrastructure and Capital Markets). From 1996 to 2001 Gal served on the USA technology del-egation to the G7 conference of leading economy nations. He is credited with developing the first Internet bank while at Wells Fargo Bank and initiating the first major brokerage on-line trading system at Merrill Lynch. As a result of these achievements and others, he was presented with the 2001 Einstein Award for achievements in Science and Technology by the State of Israel President, Moshe Katzav. Gal is a Computer Science graduate of Rutgers University and holds an MBA from Golden Gate University. He is the author of Distributed Computing Management and is on the Board of Directors at Expand, Cardean University, MobileSec, Dati, and also serves as an advisor to Rutgers University president.

Katie Gove Managing Director

Trellis

Katie Gove has more than 20 years experience in strategy, innovation and change primarily focused on innovative partnering, outsourcing, knowledge management and creative networks. Katie is based in Denmark and works internationally, primarily in Europe and North America. Her industry experience ranges from consumer products to pharmaceuticals to technology. Katie is Managing Director at Trellis. Trellis delivers strategic and operational services that help its clients to achieve better outcomes in outsourcing and partnering. Clients are typically engaged in knowledge-intensive outsourcing, i.e. outsourcing to build and/or deliver products and/or services. As such, most clients come from product development or R&D organizations.

Alan Guibord Founder & Chairman,


Alan R. Guibord has more than 35 years of global IT management experience and is the Founder and Chairman of The Advisory Council (TAC). Now in its tenth year, TAC delivers a unique blend of IT Expertise-as-a-Service offerings that include advice, services, products, and workshops. Prior to founding TAC, Al was President and Chief Executive Officer of Computerworld, International Data Groups flagship weekly magazine for IT leaders. Prior to joining Computerworld, Mr. Guibord was Vice President and CIO at Fort James Corp., an international consumer products company with over $9 billion in sales, 28,000 employees and more than 60 manufacturing facilities around the world. Al was responsible for all technology, operations, strategy, spending and implementation, with a budget of more than $250 million and a global staff of more than 1,000. He successfully led the merger of a $2 billion acquisition and executed an e-commerce strategy to accommodate retail and commer-cial businesses. He was a member of the Corporate Operating Committee, Capital Committee, and Productivity Committee. Mr. Guibord is a frequent speaker on IT Leadership and Organizational Strategy. He is also a coach and mentor to several IT Leaders. He will be publishing his first book on Leadership this fall to be published by Wyle and Sons.

Jeremy Hockenstein Co-Founder and Chief Executive Officer

Digital Divide Data

Jeremy Hockenstein is co-founder and CEO of Digital Divide Data (DDD), an award-winning social enterprise pioneering its field. DDD provides socially responsible IT outsourcing services to clients around the world while creating jobs and better futures for disadvantaged youth in those countries. For its business success and remarkable social impact, DDD and Jeremy have been recognized with the prestigious Skoll Award for Social Entrepreneurship as well as awards from the World Bank Development Marketplace, the IFC Grassroots Business Initiative and the Global Knowledge Partnership. Among other media acclaim, Jeremy and DDD were profiled in Thomas Friedmans The World is Flat as his favorite example of a social entrepreneurs initiative. Prior to DDD, Jeremy worked as a management consultant with McKinsey & Company and as an international nonprofit consultant. He graduated from Harvard with a B.A. in economics and earned an MBA from MITs Sloan School of Management.


Biographies Continued Steve Hufford Chief Executive

Society for Information Management

Steve Hufford is the Chief Executive of the Society for Information Management (SIM). SIM is proud to have 34 chapters and more than 3,000 members worldwide. Steve is a career IT leader, and has held various IT management roles in the public and private sector, including Portland General Electric and Portland Public Schools. Steve has long had a focus on IT improvement and transformation, including BPO. Steve is a graduate of SIMs Regional Leadership Forum program and has an MBA from Western Governors University.

Angelo Incorvaia CIO

Bank Leumi

Angelo Incorvaia serves as Senior Vice President and Head of Information Technology for Bank Leumi USA. He was appointed to this role in 2007. As the Head of Information Technology, Angelo has responsibility for IT services across all Bank Leumi USA lines of business and functions. This includes systems that support the Bank Leumi client base as well as IT Infrastructure and Back-office Operations.Angelo joined Bank Leumi USA from the Liberty Mutual Group where he served as the Enterprise Technology Officer responsible for Global Technology Architecture and Design. Prior to Liberty Mutual, Angelo was the Senior Director of Core Banking Applications at Citigroup where he oversaw technology development of new retail banking products. Also while at Citigroup, he managed the technology team for Item Processing, IT Testing and IT Quality Assurance. During his eleven years with Citigroup, he led the system integrations for all Citibank North America mergers and acquisitions. Prior to joining Citigroup, Angelo held technology positions at several major financial institutions. Angelo attended Polytechnic Institute and completed his undergraduate work in Business Management and Information Technology at the State University of New York. He holds a PMI Certification in Project Management and is certified as a Six Sigma Black Belt.

Babu lal Jain Co-Founder, The World BPO Forum

Chairman, WICS

Babu Lal Jain has enjoyed an extensive career in international business, consultancy and entrepreneurship. He has run, guided and nurtured world-class businesses. As part of his career as a business consultant, he has conducted risk management seminars for various public sector and private sector banks and officials of the Finance Ministry of India. His reputable consultancy services in the fashion, pharmaceutical, gem and jewelry industries have added value to clients in Europe, the United Arab Emirates and the US. Some of the positions he currently holds in the private sector are: President, World BPO Forum Co-Chair, Entrepreneurship Committee of the Associated Chamber of Commerce and Industry of India (ASSOCHAM) Senior Member, Managing Committee, ASSOCHAM Director, Biomantra Member of the Advisory Board, Kins Group, New York CEO, Eaar Consultancy Services

In recognition of his services to business, Mr. Jain has been appointed Senior Advisor to the United Nations Office for Partnerships (UNOP). He advises the UN on forging key partnerships and alliances with the private sector to promote the United Nations Millennium Development Goals (MDGs) to which all the member countries are signatories. Mr. Jain is the only Indian Senior Advisor appointed to achieve the MDG goals.

leila Janah Founder

Samasource

Leila Chirayath Janah is the founder of Samasource, an award-winning social business that connects people living in poverty to microwork small, computer-based tasks that build skills and generate life-changing income. She serves on the boards of OneLeap and TechSoup Global and as an advisor to mobile shopping app RevelTouch. Prior to Samasource, Janah was a Visiting Scholar with the Stanford Program on Global Justice and Australian National Universitys Center for Applied Philosophy and Public Ethics. She was a founding Director of Incentives for Global Health, an initiative to increase R&D spending on diseases of the poor, and a management consultant at Katzenbach Partners (now Booz & Co.). She has also worked at the World Bank and as a travel writer for Lets Go in Mozambique, Brazil, and Borneo. Janah is a frequent speaker on social entrepreneurship and technology, and her work has been profiled by CBS, CNN, NPR, the BBC, The New York Times, and The New Scientist. She received a BA from Harvard and lives in San Francisco.


Robert Janssen Managing Partner

Outsource Brazil

Robert Janssen, a dual citizen of the United States and Brazil, having lived equal amount of time in both countries and graduated from the College of Business Admin-istration from San Diego State University, began his career in the information technology sector in 1986. Robert is a Senior Advisor to the Softex program since 1998. The program is designed to help Brazilian indigenous IT companies penetrate different markets around the world. Currently, as one of the Senior Advisors, Robert is directly responsible for the Outsourcing Group, providing guidance at designing and overseeing the market penetration strategies. During this period, Robert has also provided international market entry strategy expertise and advised other country governmental agencies, such as the US DOC, from the U.S., Kotra and Kippa from South Korea and Enterprise Ireland. Currently, he is a managing partner in the advisory company Outsource Brazil, which is focused in providing tailored intelligence for companies wanting to establish profitable business alliances and penetrate the Brazilian market. He has extensive experience in international business, and great understanding how the cultural differences impact the business environment and the final expected results outcome.

Sarajit Jha Chief Operating Officer

Tata Business Support Services (TBSS)

Sarajit Jha joined TBSS as Chief Operating Officer (Interim in-charge as MD). He is based out of Hyderabad.

An officer of the Tata Administrative Service (TAS), Sarajit has worked with Tata Global Beverages, Alliance Coffee Ltd, Tata Steel Ltd, and Tata Tea Ltd in the last decade. Prior to joining TBSS, he was working as the Commercial Director of Tata Global Beverages, Moscow, where he managed and migrated existing portfolio of brands and entered new categories through innovation. He led Tatas foray into Russia in the last five years and helped create a successful entity

Earlier, at Tata Tea, he led the brand migration of Agni and was instrumental in ensuring that the brand survived and thrived thereafter. He also founded Alliance Cof-fee for Tata Coffee to ensure the even spread of brand penetration in Europe and Russia. Sarajit is an alumnus of Presidency College, Kolkata, where he passed out in top honours and broke records of over 40 years. He later went to Xavier Institute of Management before joining TAS in 2000. A gold medalist in marketing and an MBA in Finance, Sarajit shares a passion for people, profits and process. He is the National winner of the Young Managers contest, organised annually by the All India Management Association (AIMA) and later was nominated to the Thora Conference in Malaysia to present a strategy of Malaysias growth. While at Tata Steel, he also won the APEX Aspire Award in 2004. In his spare time, a scarce commodity, he reads anything and everything that I can lay my hands on. He loves to spend time with wife Vinu, a Health Administration expert, and son Saksham and daughter Meenakshi.

Tanvir Ali Khan Vice President and Global Head

Dell BPO

Tanvir Ali Khan serves as the vice president and global head of Dell BPO. Tanvir is a veteran of the BPO industry and has spent more than 23 years in IT and outsourcing. Tanvir is a hands-on BPO practitioner who drives process transformation combining technology, process optimization, analytics and automation. Tanvirs approach to Dell BPO is based on a foundation of vertical industry-specific platforms layered with workflow and automation to maximize straight-through processing and continu-ously drive down human touch in transaction processing. Prior to joining Dell, Tanvir led Strategy and Global Sales at Wipro BPO, where he was responsible for the transformation office, leading the analytics practice and driving global sales. Tanvir also led sales and account management at Aditya Birla Minacs and was part of the leadership team that undertook a major acquisition and integration of the acquired company. Over the years, Tanvir has consistently delivered growth through large deals, developing leading-edge service offerings and thought leadership in Business Process Outsourcing. Tanvir earned his Master of Management Studies (MMS) from BITS Pilani in India.

24 World BPo/ITo Forum 2013 SummIT July 1718, 2013 New York, NY

Biographies Continued Gopal Khanna Senior Fellow, Technological Leadership Institute

The University of Minnesota

Gopal Khanna is Senior Fellow at the Technological Leadership Institute at the University of Minnesota; founder & CEO of Winsarr, Inc., a Hi-Tech start-up venture providing cloud based enterprise tools set to further innovation in business and government; and Chair of The Khanna Group, LLC. From 2005 to 2010, Khanna was a member of Governor Tim Pawlentys Cabinet and served as the First CIO for the State of Minnesota. Prior to that, Khanna served in the administration of President George W. Bush from 2002 to 2005, where he held several senior executive positions including CIO and CFO of the United States Peace Corps and CFO of the EOP/Office of Administration. Prior to his service in government, Khanna held C-Suite and executive positions in the insurance industry and founded and led start-up ven-tures. Khanna currently serves as a member of the Health Information Technology (HIT) Policy & Standards Committees Enrollment Workgroup, chaired by President Obamas Chief Technology Officer at The White House, which has been tasked to develop a set of standards to facilitate enrollment in federal and state health and human services programs. An active member of the community-at-large, Khanna currently serves a member of the Chicago Council on Global Affairs task force on building a Midwest Coalition on Immigration and the Regions Future. He is also the president of TiE Minnesota; member of the Nobel Peace Prize Forum; and member of the board of trustees of the Hindu Society of Minnesota. Khanna earned his Bachelor of Arts degree in economics, mathematics, and political science from Christ Church College Kanpur, India, and holds an MBA from the University of Maine.

Kartik l. Kilachand Co-Founder

The World BPO Forum

Mr Kilachand is the CEO & Co-Founder of World BPO/ITO Forum, the leading interface platform in the US for enabling vendor/client interaction in the offshoring domain for mid large cap companies. Its annual summit held every year in New York city is already being recognized as the Davos of outsourcing events (www.worldbpoforum.com). Mr. Kilachand is on the Board of the South-South Innovation Summit a premier event focused in developing a collaboration platform in IT & Education between Brazil, India and South Africa.

Mr Kilachand is also the CEO & Co-Founder of Magnus Gyan (www.magnusgyan.com) a US based technology company formed to spread knowledge to under-priv-eleged youth in growth economies - the digital and affordable way. The company has collaborated with one of the worlds leading engineering institutes in India to introduce high quality low-cost internet devices (LCIDs) to growth economies, starting with Brazil. In parallel, he has also initiated a social entrepreneurship venture in India www.head-held-high.com to provide training to 1 million underprivileged youth in rural India to learn English and basic BPO skills (data entry, digitizing of records, scanning etc.) so they can be employed in Village BPO centers.

He is also the co-founder of Tasty Bite, currently the #1 brand of ready to eat Indian & Thai food in the US. One of the other well known ventures he partnered with was with Sycamore Networks, a leading US optical networking company, in helping it start its Indian operations, Tejas Networks currently Indias #1 optical networking product and solutions company.

An engineer by training (I.I.T., Bombay), Mr. Kilachand holds an MS in electrical engineering from Cornell University; an MBA in international finance from U.C. Berkeley & the Advanced Management Program degree from INSEAD, France.

Harvey Koeppel World BPO/ITO Forum Vice-Chair

President, Pictographics, Inc.

Harvey Koeppel is the President of Pictographics, Inc., a management and technology advisory and consulting services firm. The firm has provided executive-level support to the financial services industry since inception in 1979.

Harvey recently served as Executive Director of the Center for CIO Leadership. He set the Centers strategy and directed internal and external operations in support of a global community serving more than 3,000 CIOs and other C-level executives interested in acquiring and developing the skills and good practices required to further leverage enterprise investments in information technology. From May 2004 through June 2007, Harvey served as the Chief Information Officer and Senior Vice President of Citigroups Global Consumer Group (GCG). In that role, Harvey set the strategic direction for the GCGs operations and technology and actively supported the development and growth of the operations and technology community across all GCG lines of business globally. Harvey served as the Chairperson of the Offshore Program Office Steering Committee and provided strategic input to GCGs offshore and outsourcing practices. He additionally provided executive oversight to the Information Security and Data Protection programs for the Group.

Prior to taking on the CIO role, Harvey provided consulting services to CitiFinancial, Citibank and other Citi affiliates from 1986 to 2004. He was heavily involved in supporting the planning and integration of many of Citis major acquisitions, including Travelers Insurance, Associates First Capital, European American Bank and Golden State Bank Harvey has a distinguished record of IT innovation in the financial services industry. He designed the first graphical user interface for the NAS-DAQ trader workstation. He was the architect and designer of FxNet, a software program that revolutionized the way large financial institutions manage settlement risk within FX portfolios. He was also a primary contributor to the development of the Maestro platform at CitiFinancial, the online interface between customers, the sales force and the back office, which fundamentally changed the loan sales and approval process and significantly streamlined branch workflow. Harvey is the named inventor on the Citibank patent of the Recommendation Engine, a software component that advises sales and service staff about products and services to discuss with clients based upon their financial goals and objectives. Harvey holds Bachelor degrees in Psychology and Computer Science from the University of Pittsburgh.


Vivek Kundra Executive Vice President of Emerging Markets, Salesforce.com

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

Vivek Kundra was appointed as the first United States Chief Information Officer by President Obama and was responsible for managing $80 billion in annual technol-ogy spending, adopting game changing technologies, strengthening the cybersecurity posture of the nation and launching an open government movement which has been replicated around the world. Prior to joining the Obama administration, Kundra served as the chief technology officer for the District of Columbia and as assistant secretary of Commerce and Technology for the state of Virginia. Currently, he serves as the executive-vice president of Emerging Markets for Salesforce.com and is the chair of the World Economic Forum Global Agenda Council on the Future of the Internet. He is also a member of the Council on Foreign Relations.

The World Economic Forum selected Kundra as a Young Global Leader, representing a group of exceptional young leaders who share a commitment to shaping the global future. Kundra has been recognized as the 2011 Government Executive of the year by TechAmerica; the 2009 Chief of the Year by InformationWeek for driving unprecedented change in Federal IT and as the 2008 IT Executive of the Year for his pioneering work to drive transparency, engage citizens and lower the cost of gov-ernment operations. Kundra also served as a joint fellow at Harvard at the Berkman Center for Internet and Society and the Shorenstein Center on the Press, Politics and Public Policy.

Jerry luftman Founder and Managing Partner

Global Institute for IT Management

Jerry Luftmans career includes strategic positions in management (Information Technology and consulting), management consulting, Information Systems, and educa-tion. Dr. Luftmans experience combines the strengths of practitioner, consultant, and academic. His proficiency in business-IT alignment, eighteen books, published research, consulting, mentoring, and teaching/speaking engagements further exemplify Dr. Luftmans expertise and leadership in his field. After a notable twenty-two year career with IBM, he had an exemplary career for almost twenty years as Distinguished Professor, and Founder and Executive Director of the Stevens Institute Information Systems Programs; one of the largest in the world. Driven by the strong demand for a global executive education program focusing on managing informa-tion technology, Dr. Luftman has leveraged his experience as a CIO, IT management consultant, and leading academic, with his strong network of IT management associations, and prominent IT practitioners and academics, to provide a valuable and unique offering via Global Institute for IT Management.

Karen morris Former Chief Innovation Officer

AIU Holdings

As the former Chief Innovation Officer for AIU Holdings, Karen Morris specialized in innovation strategy and execution in order to identify new growth platforms with special emphasis on speed to market, disruptive innovation and embedding innovation as a broad organizational capability. Karen is deeply involved in analyzing and in-terpreting the implications of globalization for 21st Century leaders, in particular, the ever-flattening and hyper-connected nature of global economies, the globalization of human capital, and ethics and sustainability across international value-chains. In her private capacity, Karen is writing a book on the challenges legacy organizational and management models face in adapting to the challenges of exponential change. An English barrister, Karen began her legal career with the international law firm, Morgan Lewis & Bockius. She then became General Counsel for a leading global FMCG company, Scott Paper Company which later merged with Kimberly Clark. Karen is a member-elect of the International Association of Defense Counsel and of The European Corporate Governance Institute. She is a nominated Guardian Leader of the diversity-focused leadership network, The Global Athenaeum and of the executive womens network Guru Nation. She serves on the Advisory Board of The Howe School of Business at The Stevens Institute of Technology and teaches Strategic Innovation at The Graduate School of Business Administration at Fordham University. Karen is co-founder and director of The Global Sourcing Council, a not-for-profit committed to economic, social and sustainable best practice in global sourcing. She also serves on the advisory boards of several for-profit organizations focusing on sustainable yet scalable new technologies and services. Karen is among the roster of innovation leaders of The ILO Institute (The Institute for Innovation in Large Organizations) and she holds graduate and post-graduate qualifications in English, French and Law obtained in Scotland (The University of Edinburgh); in England, (The City University, London; The University of London QMW and The Inns of Court School of Law); in France (The University of Lyons II), and as visiting scholar in the United States (The University of Pennsylvania). She is a frequent speaker on innovation, sustainability, ethics and leadership.


Biographies Continued Juan Jose Navarro Managing Partner

HEXACTA

Founding partner of Hexacta, a leading Latin American IT Consulting and Software Development firm. Hexacta is a 300+ people company, with 4 offices in Ar-gentina, and subsidiaries in Brazil and Uruguay, Hexacta has been recognized many times by the quality of the software it delivers. Its impressive roster of clients includes names like Shell, Petrobras, Comcast, EMC, Microsoft and FOX Networks, among many. Hexacta provides services to clients in the US and South America, and has also implemented projects in Europe, Africa and Asia, mainly through the work for large multinational corporations such as the Sodexo or Bollor Groups of France. At the end of 2009 Hexacta was recognized as the Best IT Company of the year by the Chamber of IT and Software Services of Argentina, an award that was delivered by the President of the Argentina, Cristina Kirchner, in a November ceremony. Hexacta is well known for the quality of its staff and its special work environment. It is often ranked among the best companies to work for in Argentina in the Great Place to Work survey (#2 in 2010, #6 in 2011). Prior to Hexacta, Mr. Navarro was a leader in McKinsey & Company where he focused on strategy, operations and technology projects for large corporations of Argentina, Chile, Peru and Brazil. He earned his MBA from the University of California at Berkeley, Haas School of Business.

Jim Noble Author World BPO/ITO Forum Chair Former CIO of Talisman Energy, GM, AOL, GE, BP, & Altria


Jim Noble is considered to be one of the worlds foremost IT thought leaders. He has held a series of Global CIO roles in multiple industry sectors. Some of the highlights have included CIO at General Motors, AOL Time Warner, Altria, (Phillip Morris, Kraft Foods, Miller Brewing), Merrill Lynch, Talisman Energy, John Brown Engineering & Construction, and General Electric UK; Chief Strategy Officer at BP and GM; and the Global Head of IT Consulting at CapGemini. Mr. Noble was also a leader at the Society for Information Management; Chairman of World BPO/ITO Forum (2008-2013); a board member of a leading VDI company; and a co-founder of a social networking company. He received the Accenture Award for innovation in IT and was voted #7 in the Most Influential Technology Executives in the USA. Mr. Nobles passion for coaching is legendary. He helped launch in-house IT Academies at GM, BP and Talisman Energy and is an adjunct professor and visiting lecturer at three universities. His book The CIOs Secret Playbook is scheduled to be published in the summer of 2013. He has recently launched a CIO coaching business, The Advisory Council (www.tac-int.com).

madan Padaki Co-founder & Chairman

Head Held High

Madan is recognized as one of the young leaders in the education space in India. In 2011, he was conferred the Young Education Leader Award by EDGE Forum a forum of leading educationists and educational institutions in India.

He is a sought-after speaker at many forums, nationally & internationally on Entrepreneurship, Talent Pools & Education. He has addressed international conferences on forums like World Bank, Harvards Panel on Impact Sourcing at the Social Enterprise Conference, Association of Test Publishers, American Society of Engineering Education, Philippines & the Malaysian Outsourcing Associations amongst others. He is also the author of several articles on entrepreneurship, HR & Employability which have been published in leading publications in India. He serves as a member of the Academic Council of National Institute of Engineering, Mysore one of the leading autonomous engineering institutions in India, and on the Board of Studies of NMIMS Universitys business school. He is on the Governing Council of TiE Bangalore and is also an active member of leading industry bodies like Association of Test Publishers (ATP), NASSCOM, CII, Indo-American Chamber of Commerce & FICCI-Higher Education Network.

Raj Patil CEO, aSpark

President & COO, LiquidHub

With over 20 years of experience in the Information Technology Solutions and Outsourcing space, Raj has successfully built and led global organizations. He brings a unique mix of entrepreneurship and managing large scale growth companies. Prior to joining aSpark, he spent over seven years with MphasiS, an HP company, playing several key roles in its growth to over a billion dollars in revenues. He was the President of Americas and the BPO division with over 17,000 employees and prior to that led global sales as the Chief Sales Officer. His experience includes, successfully co-founding two technology companies, one in the US, Health+Cast and the other, as the founding CEO of Max Ateev, a technology subsidiary for Max India. Raj received his BS in Computer Science from Mysore University, India, MS in Computer Science from Villanova University, Pennsylvania, and an MBA from The University of Chicago.


luz monica Perez Ayala Foreign Investment Director-USA, ProExport Colombia

Business Manager-EAFIT University

Luz Monica Perez has over fifteen years experience in both designing and managing financial, marketing and international business projects. Ms. Perez has worked as the Executive Director for the International Cooperation and Investment Agency of Medelln and the Metropolitan Area, from 2008 to 2011 establishing a strong alienation towards the international relations of Medelln. Prior to this, she was the Executive Director of COTELCO-Chapter Antioquia-Choc and between 2004 and 2007 she was the Director of several projects for the Government of Antioquia, including the Alliance for Equity in Antioquia, a poverty reduction program with the IDB. In the private sector, she has worked as Chief Financial Officer for Mane Colombia and as Executive Assistant to the Colombian American Chamber of Commerce. len Peters Associate Vice President and University CIO

Yale University

Prior to taking this role, Len served as Associate Dean and CIO at Columbia Business School in New York City. Peters earned his MS in technology management from Columbia, where he wrote his thesis in cloud computing, and completed the Senior Executive Program at Columbia Business School. He has also held IT leadership positions in companies including Merril Lynch, General Electric, Berkshire Hathaway and Cendant.

Scot Petersen (Track Chair) Editorial Director

SearchCIO.com

Scot Petersen is editorial director of TechTargets CIO/IT Strategy Media Group, overseeing three sites: SearchCIO.com, SearchCIO-Midmarket.com and SearchCom-pliance.com. Scot has more than 20 years of experience in journalism and is a past editor of eWeek magazine. He has a masters degree in English and an MBA from Northeastern University.

Sasi Pillay Chief Technology Officer, NASA

Former, CIO, NASA Glenn research Center

Dr. Sasi Pillay serves as the Chief Technology Officer for Information Technology (IT) at National Aeronautical and Space Administration (NASA). In this capacity, he oversees how promising technologies are developed, evaluated and integrated into mainstream IT services at the Agency. He also has the responsibility for managing Enterprise Architecture, Open Government activities and the dissemination of Scientific and Technical Information for the Agency. Prior to this assignment, he had served as the CIO of the NASA Glenn Research Center for 14 years. Under his leadership, NASA Glenn served as the lead for NASA for the development of Agency-wide standards and architecture for end user devices and systems with a focus on security, interoperability, and collaboration. He was also responsible for NASA Glenn saving nearly $80 million in the last decade through standardization, consolidation and outsourcing of end user devices and services while improving customer satisfaction and other service metrics. Dr. Pillay is the recipient of NASAs Exceptional Service Medal and the Outstanding Leadership Medal. He is also the recipient of the Presidential Rank Award recognizing him as a Meritorious Executive in the U.S. federal government. Dr. Pillay was recognized as the CIO of the Year by the Northeast Ohio Software Association in 2008. Dr. Pillay received his B.S. in Mechanical Engineering from Pennsylvania State University, M.S. and Ph.D. degrees in Computer Engineering from Case Western Reserve University. He also has a Masters degree in Management of Technology from the Sloan School of Management at the Massachusetts Instit

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