World BPO/ITO Forum Brochure - Lastest Version by Palette Marketing

SNAPSHOTS FROM THE 2011 CONFERENCE

2 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA

5th ANNUAL WORLD BPO/ITO FORUM OF F SHORING PL AT F ORM F OR CIO’s / CFO’s

SMARTSOURCING:

The Prize is Elusive…But It’s Sure Worth the Effort! Uncertain economic moves, the rise of protectionism and the growing demand for leveraging global resources are among the forces that will shape our economy in the years ahead. The World BPO/ITO Forum assembles some of the leading thinkers on the political, economic and technical aspects of sourcing for an open debate and offers a practical guide to navigate in today’s uncertain times. Sourcing is increasingly becoming part of a company’s core business agenda. Whether your organization is a current user of global sourcing or you are considering such a move, the World BPO/ITO Forum is the right platform to get a perspective from around the globe: from India to the Philippines, from Brazil to China. The World BPO/ITO Forum brings both strategic and operational issues to the fore and provides solutions to address the needs of CIOs, CFOs and CEOs. This event offers an extraordinary ROI – these hard-won insights can save a typical mid-cap company tens of millions of dollars in avoiding mistakes and value leakage.

Why this event is important for the industry: Many companies are exploring the right operating model to offer the full potential of such a win/win arrangement. It is vital to get this right the first time around. Companies cannot afford to simply accelerate current working practices, or to make strategic missteps in sourcing. During the good times, we could afford to learn from our mistakes, but during this challenging economy, it is more important to learn quickly from the experience of others. 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.

Why you should attend:

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WBPO/ITO Forum is the only off-shoring thought-leadership forum designed for large U.S. companies

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Learn what works and what doesn’t in a multi-vendor environment

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Hear real life case studies and insights from global leaders

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Build valuable global relationships with the right partners

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Discuss many near-shoring and far-shoring solutions in the Country Pavilions

BOARD OF DIRECTORS Executive Chairman:

World BPO Forum Founders:

Jim Noble SVP Talisman Energy

Babu Lal Jain Co-founder The World BPO Forum, Inc.; Chairman, WICS

Tsvi Gal CTO Morgan Stanley

Steve Hufford CEO Society for Information Management (SIM)

Kartik L. Kilachand CEO & Co-founder The World BPO Forum, Inc.

Executive Vice-Chairs:

Harvey Koeppel Executive Director Center for CIO Leadership

Executive Steering Committee: R. Lee Coulter CEO, Shared Service Organisation Ascension Health

Guy Pujol SVP, Chief Architect & Chief Development Officer for Retail Financial Services JP Morgan Chase

Alan Guibord Chairman & Founder The Advisory Council (TAC)

Beppe Urso EVP, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide

Emmet B. Keeffe III CEO & Co-founder iRise

Peter Whatnell CIO Sunoco, Inc.

Executive Vice-Chairs, India:

D.K. Sareen Executive Director ESC

Bill Mitchell Director, Global Platform Services Deutsche Bank

D.S. Rawat Secretary General ASSOCHAM

J.C. Luther Former Deputy Governor Reserve Bank of India RBI

www.worldbpoforumcommunity.com

4 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA

Kartik Kilachand / Sameer Hutheesing 500 East 77th Street Suite 509 New York, NY 10162 Ph: 917-470-9022 Babu Lal Jain / Rajiv Tandon 605 Sun City Business Tower Sector 54, Golf Course Road Gurgaon - 122002 India Tel : +91-124- 4245110-116

NETWORKING RECEPTION

WHO WILL ATTEND

TUESDAY • JUNE 26

Seating is limited. To ensure a high-quality, peer-to-peer environment, delegates will be:

6:30 – 8:30 PM New York Athletic Club (NYAC) Card Room, Lounge & Terrace, 9th Floor Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s 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 won’t want to miss this event.

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CEOs/Presidents CIOs/CTOs, Heads of IT COOs, Heads of Operations CFO, Heads of Finance SVPs/VPs of Sourcing, or equivalent Business-unit Heads/ General Managers

EXECUTIVE ADVISORY COUNCIL

P.K. Agarwal CEO TiE Global

Gary Beach Publisher Emeritus CIO Magazine

Mike Belak CIO Metropolitan Regional Information Systemsl

Dawid Jarosz Operations Director Association of Business Service Leaders (ABSL)

Zia Khan VP, Strategy and Evaluation Rockefeller Foundation

Soumitra Rathod VP, Worldwide IT Sourcing The McGraw Hill Companies, Inc.

Gopal Khanna Senior Fellow University of Minnesota

Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies

Sasi Pillay CTO, Office of the CIO NASA

Dinyar Devitre Board of Directors & former CFO Altria Group, Inc.

Peggy Fechtmann EVP, Global Operations MetLife Technology & Operations

Joe Held SVP & Global CIO Reader’s Digest Association, Inc.

Robert Janssen Managing Partner Outsource Brazil

Valentin Makarov President RUSSOFT Association

Master of Ceremonies Karen Morris former CIO AIU Holdings

Raj Patil former President MphasiS

Attila Suhajda President Hungarian Services & Outsourcing Association

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

Len Peters Associate Vice President & University CIO Yale University

Lisa Wright VP Enterprise Vendor Governance & Sourcing Prudential

KEYNOTE PRESENTATIONS 9:25 – 10:15 AM OPENING KEYNOTE

Global Sourcing Strategies for Sustainable Competitive Advantage — 2012 and Beyond

Surya Kant President – North America, Europe and UK Tata Consultancy Services

SUMMARY

The swift and radical changes in global market place, technology and infrastructure are creating opportunities beyond traditional outsourcing. To harness the power of globalization, CxO’s should elevate the debate by asking targeted questions that push the sourcing beyond cost efficiency goals to core of organization’s business strategy. To become value partner of business, it is imperative to bring paradigm shifts in global sourcing to drive value chain optimization, increase agility, and rapid innovation. This keynote address explores shifts in global sourcing strategies and opportunities for sustaining competitive advantage.

12:45 – 1:45 PM LUNCHEON KEYNOTE

The Changing Boundaries of IT

Scott Hopkins General Manager, Strategic Outsourcing, Global Technology Services IBM

SUMMARY

The boundaries of IT have changed, entering a new paradigm where infrastructure is being abstracted, making services available anytime, anywhere, and from any device. Organizations will have to source business and IT services from outside of their enterprise — bringing a new meaning to the concept of “business without limits”. These trends will mandate and evolve the role of the IT organization to include integrating & aggregating services in order to optimize service delivery and business outcomes. Forward thinkers in this new era of IT will use different sourcing options to enable new business and industry models.

4:15 – 5:05 PM KEYNOTE

Winning at The Shift Point: New Process and Technology Architectures Will Unlock New Business Value

Ben Pring AVP, Center for the Future of Work Cognizant Technology Solutions

Paul Roehrig, PhD. AVP, Corporate Strategy Cognizant Technology Solutions

SUMMARY

Social, economic, and technological disruption has brought us to a “shift point” resulting in the emergence of new ways of conducting enterprise work. Business and technology decision makers are realizing there is an unprecedented set of new opportunities available to differentiate and deliver value within this shift. New ways of integrating business processes and technology are sharpening operational efficiency helping unlock disruptive levels of enterprise value. Integrating enterprise process work with enabling technology has motivated decision makers and service providers since the invention of the transistor. But due to the accelerating pace of change things really are different now. Most organizations now operate in a sea of economic uncertainty, changing demographics, globalization, and a new wave of consumer-originated technologies. These forces are driving a profound shift in how many firms undertake work and create value.

6 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA

KEYNOTE PRESENTATIONS Business and technology decision makers have a front-row seat at this market shift, and many are already driving greater levels of productivity and competitive advantage by modernizing work in ways that deliver both cost efficiencies and innovation. Designed for business and technology leaders, this session will explore: •

How Future of Work “mega-trends are re-forming the enterprise. Continued globalization, next generation technologies, and a new mindset for collaborative problem solving are creating unprecedented opportunities to outperform the competition.

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The nature of the “New IT Architecture”. Social, mobile, Cloud and “Big Data” technologies are the four pillars of the “New IT Architecture”. Their growing adoption is leading to a radical rethinking of how IT environments should be managed and financed.

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The acceleration of a shift to “process-centricity”. . The integration of “Smart Hands” (i.e. labor arbitrage) and “Smart Technologies” (i.e. automation), coupled with innovative commercial models is allowing many organizations to examine their performance from a “process first” perspective which in turn is taking them to the next level of operational “virtualization”.

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Practical tactics for today and tomorrow. With so much change all around us decision makers face multiple important calls in the coming days and months; long term success or failure rides on those decisions. This session will provide insight and advice to help ensure that your organization is able to take advantage of the once in a generation shift point that we are now in.

5:15 – 6:15 PM CLOSING KEYNOTE

The Global Economy and the Future of Everything National

Robert Reich Professor of Public Policy, University of California at Berkeley; former Secretary of Labor under President William J. Clinton

SUMMARY

Corporations are headquartered anywhere, brands and franchises circle the globe, and talented employees come from all over the world. The emerging global economy offers unusual opportunities. But it also poses new hazards, and a downturn affects different markets in different ways. Even with the global slowdown, China remains one of America’s largest creditors and is becoming the manufacturing center of the world. India is fast becoming a world center for software development. These two countries will fundamentally alter the way the world does business. Meanwhile, the slow global recovery is obscuring one of the most important demographic and business trends in the world: the development of a new global middle class. This new middle class will create new tensions and difficult negotiations as they drive global economic shifts and place new demands on their governments. Robert Reich will explain these emerging forces and cover how businesses can make the most of the new opportunities while minimizing the hazards, whether the U.S. should care that China and India will displace it as the largest economy and center for high-tech development and how the new global middle class will impact global politics.

KEYNOTE PRESENTATIONS 8:45 – 9:35 AM CONFERENCE OPENING:

The Enterprise of the Future

Lynda Applegate Sarofim-Rock Professor of Business Administration; Unit Head, Entrepreneurial Management and Chair, OPM Harvard Business School

SUMMARY

Professor Applegate will discuss highlights from her current research and recent publications which focus on the challenges of building new ventures and leading radical business innovation in the face of significant industry, technological, capital market, and regulatory turbulence. Another key area of Lynda’s research examines emerging governance models to support inter-firm collaborative innovation.

9:40 – 10:40 AM KEYNOTE

A Pragmatic Business View on the Future of IT and Why That Matters

Toby Redshaw former Global CIO American Express and Aviva PLC

SUMMARY

The recovering global economy will be more lethal than ever. The amount of companies figuratively killed by revitalized, new or emerging competitors will increase substantially. The speed with which this can happen will be measured in quarters not years. As the economies around the world slowly recover at different speeds and the middle class, the acquisitive disposable income class, continues to grow two things are certain. One, the interconnected economic engines around the world will depend more on, and be immersed in, digital technology. Two, the consumers and the continuing wave of consumerization will continue to further network and digitize our daily lives, our service and commercial experiences. In that world, mastering and excelling at certain key business competencies will drive great success for those that do and conversely financial demise for those that do not. If my hypothetical firm is 10% better at sensing demand, managing supply networks and inventory or 15% better at customer engagement/retention, or 10% more efficient with Op Ex or 10% better at realizing M&A benefits or 25% better at leveraging our employees cumulative IQ or 20% faster at New Product Introduction I can use that advantage to take your customers and revenue. Which will kill your company. Today what are the chances I can do any of that in a sustainable way if I am not great at IT? Probably zero. Modern IT is conceptually simple but learning/leadership intensive and harder to execute than it has ever been. The difference between modern IT and IT of the distant past (a few years ago) is enormous and is expressed in decidedly better cycle times, quality output, cost structures and market agility/intelligence. Having driven this from the Global CIO position across different sectors it is clear this is a competitive imperative. If this is so important and IT is so strategic going forward why would a global CIO like me choose to do multiple billion dollar plus outsourcing deals? I will show a model of how IT really works and why that matters today and more so in the distant future 6 quarters from now. In the exciting whiz bang modern IT world pragmatism is increasingly important. I also will give you three prescriptive things you need to do starting tomorrow to be a better CIO and three tried and true sourcing strategies that deliver results in this new emerging era.

8 WORLD BPO/ITO FORUM • 2012 SUMMIT • June 26–27, 2012 • NYAC • New York City, NY USA

KEYNOTE PRESENTATIONS 1:00 – 1:50 PM LUNCHEON KEYNOTE

Achieving High Performance in BPO

Barbara Duganier Executive Director, Business Process Outsourcing (BPO) Accenture

SUMMARY

Until fairly recently, what companies expected from business process outsourcing was relatively straightforward: greater efficiency, streamlined operations and lower costs. Today, however, clients expect more from their BPO providers: business insight, innovation, industry expertise, solutions adapted to more individualized needs, a commitment to continuous improvement and more. How well are providers stepping up? Which clients are succeeding and why? New research, conducted by the Everest Group and the Outsourcing Unit at the London School of Economics identified eight specific practices that, together, produce business value for a company that exceeds that of its industry peers in a way that can be sustained over time.

2:50 – 3:20 PM KEYNOTE

The Future of ITO — Beyond Traditional Outsourcing

Pete Karolczak SVP & General Manager, Infrastructure Technology Outsourcing (ITO) Hewlett-Packard Company

SUMMARY

Many enterprises believe the latest shifts in technology, and cloud services as a delivery model in particular, can increase their ability to tackle challenges in a demanding and unpredictable world. A world where the cloud is a key component of their capacity to gain unconstrained or un-encumbered access to information technology resources; and consequently accelerate innovation, become significantly more agile, and optimize cost across the enterprise. What do these shifts mean to the world of traditional outsourcing? Is the Cloud outsourcing’s friend? Or its foe? This presentation will examine how new levels of complexity within data centers, along with the continuing evolution of the cloud, demand new strategies and capabilities to meet today’s heightened business expectations. We will look at how CIOs are driving growth by provisioning services that go beyond traditional outsourcing, allow multiple competitor’s solutions to coexist, and ensure manageability of the constantly changing new suite of services that span the requirements of hybrid delivery.

CONFERENCE-AT-A-GLANCE

MASTER OF CEREMONIES:

TUESDAY • JUNE 26

Karen Morris, former Chief Innovation Officer, AIU Holdings

8:00 - 9:00 AM

REGISTRATION & BREAKFAST BUFFET

9:00 - 9:25 AM

OPENING REMARKS (LOUNGE, 9TH FLOOR) Babu Lal Jain, Co-Founder, World BPO/ITO Forum, Inc. and Chairman, WICS; Kartik Kilachand, Co-Founder, World BPO/ITO Forum

WELCOME ADDRESS Presented by Jim Noble, Chairman, World BPO/ITO Forum

9:25 - 10:15 AM

OPENING KEYNOTE: Global Sourcing Strategies for Sustainable Competitive Advantage — 2012 and Beyond (LOUNGE, 9TH FLOOR) Surya Kant, President – North America; Europe and UK, Tata Consultancy Services

10:25 - 11:15 AM

GLOBALIZATION & LEADERSHIP TRACK (LOUNGE, 9TH FLOOR)

SOURCING STRATEGIES & BEST PRACTICES TRACK (PRESIDENT’S ROOM, 10TH FLOOR)

Part 1: The Consumerization of IT: A Revolution that Will Cause the Transformation of Software Delivery Speaker: Emmet B. Keeffe III, iRise Part 2: Mission Possible: From Concept to Code in 30 Minutes Mission Possible Team: Elias Bozeman, iRise; Jose Coronado, ADP; Josh Wexler, iRise

Harnessing the Power of Globalization: The Present and Next Generation of Outsourcing Destinations Moderator: P.K. Agarwal, TiE Panelists: Marcin Nowak, Capgemini Polska (Katowice); Marcin Przyłebski, City of Poznan; Philip Taylor, University of Strathclyde (Scottish Development International); Bobby Varanasi, Outsourcing Malaysia

11:25 - 12:15 PM

The Economic and Social Impact of Global Sourcing: Getting the Complete Picture Moderator: Zia Khan, Rockefeller Foundation Panelists: Jeremy Hockenstein, Digital Divide Data; John Horton, oDesk; Leila Janah, Samasource; Pumela Salela, formerly World Bank

How Cloud Will Drive the Need for a Resilient Sourcing Strategy Moderator: David Tapper, IDC Panelists: Bill Mitchell, Deutsche Bank; Len Peters, Yale University; Raj Patil, aSpark Inc.

12:15-12:45 PM

BREAK – Visit Sponsor Showcase & Country Pavilion (CARD ROOM, 9TH FLOOR)

12:45 - 1:45 PM

LUNCHEON KEYNOTE: The Changing Boundaries of IT (LOUNGE, 9TH FLOOR) Scott Hopkins, General Manager, Strategic Outsourcing, Global Technology Services, IBM

1:45 - 2:15 PM

DESSERT – Visit Sponsor Showcase & Country Pavilion (CARD ROOM, 9TH FLOOR)

2:15 - 3:05 PM

GLOBALIZATION & LEADERSHIP TRACK (LOUNGE, 9TH FLOOR)

SOURCING STRATEGIES & BEST PRACTICES TRACK

Multi-Vendor Approach to Global Sourcing: How to Balance Risks and Returns by True Relationship Management Moderator: Beppe Urso, Leo Burnett Worldwide Panelists: Suzanne Aquino, UBS AG; R. Lee Coulter, Ascension Health; Georges Diserens, formerly, Philip Morris International

Will NearShore be the New OffShore?: Managing a Multi-Location Portfolio Moderator: Julia Santos, Johnson & Johnson Panelists: Robert Janssen, Outsource Brazil; Andrew Wasser, Carnegie Mellon University

3:15 - 4:05 PM

The Evolving Role of the CIO: From IT Cost Center Manager to Business Savvy C Suite Executive Moderator: Harvey Koeppel, Center for CIO Leadership Panelists: Joe Held, Reader’s Digest Association, Inc.; Atefeh Riazi, New York City Housing Authority; Ed Toben, formerly Colgate-Palmolive Company

Beyond Traditional Performance Engagement Tools: Metrics & Measurement in Offshoring Moderator: R. Lee Coulter, Ascension Health Panelists: Danielle Fox de Aguilar, Microsoft; Muthusamy Gurusamy, Hachette Book Group; Lisa Wright, Prudential

4:15 - 5:05 PM

KEYNOTE: Winning at The Shift Point: New Process and Technology Architectures Will Unlock New Business Value

5:15 - 6:15 PM

CLOSING KEYNOTE: The Global Economy and the Future of Everything National (LOUNGE, 9TH FLOOR) Robert Reich, Professor of Public Policy, University of California at Berkeley; former Secretary of Labor under William J. Clinton

LUNCH PROVIDED BY

(PRESIDENT’S ROOM, 10TH FLOOR)

(LOUNGE, 9TH FLOOR)

Ben Pring, AVP, Center for the Future of Work, Cognizant Technology Solutions Paul Roehrig, PhD, AVP, Corporate Strategy, Cognizant Technology Solutions

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

6:15 - 6:30 PM

CLOSING REMARKS – Presented by Jim Noble, Chairman, World BPO/ITO Forum

6:30 - 8:30 PM

NETWORKING RECEPTION – Admittance by Conference Badge (CARD ROOM, LOUNGE & TERRACE, 9TH FLOOR)

WEDNESDAY • JUNE 27 8:00 - 8:30 AM

REGISTRATION & BREAKFAST BUFFET

8:30 - 8:45 AM

OPENING REMARKS/WELCOME ADDRESS (LOUNGE, 9TH FLOOR) Jim Noble, Chairman, World BPO/ITO Forum

8:45 - 9:35 AM

CONFERENCE OPENING: THE ENTERPRISE OF THE FUTURE (LOUNGE, 9TH FLOOR) Lynda Applegate, Sarofim-Rock Professor of Business Administration; Unit Head, Entrepreneurial Management and Chair, OPM, Harvard Business School

FIRESIDE CHAT (LOUNGE, 9TH FLOOR) Lynda Applegate, Harvard Business School; Jim Noble, Chairman, World BPO/ITO Forum; Harvey Koeppel, Vice Chair, World BPO/ITO Forum

9:40 - 10:40 AM

KEYNOTE: A Pragmatic Business View on the Future of IT and Why That Matters (LOUNGE, 9TH FLOOR) Toby Redshaw, former Global CIO, American Express and Aviva PLC

10:40 - 11:00 AM

COFFEE BREAK – Visit Sponsor Showcase & Country Pavilion (CARD ROOM, 9TH FLOOR)

11:00 - 11:20 AM

SPECIAL PRESENTATION – Crowdsourcing for the Enterprise (LOUNGE, 9TH FLOOR) Zack Kass, CrowdFlower

11:20 - 11:30 AM

Presentation on Poland, the Place to Be: Katowice — An Attractive Outsourcing Destination (LOUNGE, 9TH FLOOR) Mateusz Skowronski, Katowice, Poland

11:40 AM - 12:30 PM

PLENARY SESSION (LOUNGE, 9TH FLOOR) New Service Delivery Model Strategy and Implementation: How to Minimize Risk and Maximize Opportunity Moderator: R. Lee Coulter, Ascension Health Shared Services Panelists: Punit Jain, Datamatics; Soumitra Rathod, The McGraw-Hill Companies

12:30 - 1:00 PM

BREAK: Visit Sponsor Showcase & Country Pavilion (CARD ROOM, 9TH FLOOR)

1:00 - 1:50 PM

LUNCH KEYNOTE: Achieving High Performance in BPO (LOUNGE, 9TH FLOOR) Barbara Duganier, Executive Director, BPO, Accenture

2:00 - 2:50 PM

CIO ROUND TABLE: Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility, Cloud Computing and Social Networking (LOUNGE, 9TH FLOOR) Moderator: Gary Beach, CIO Magazine Panelists: Michael Belak, Metropolitan Regional Information Systems (MRIS); Dr. Sasi Pillay, NASA; Joe Simon, Conde Nast

2:50 - 3:20 PM

KEYNOTE: The Future of ITO — Beyond Traditional Outsourcing (LOUNGE, 9TH FLOOR) Pete Karolczak, SVP & General Manager, Infrastructure Technology Outsourcing (ITO), Hewlett-Packard Company

3:30 - 4:20 PM

PLENARY SESSION (LOUNGE, 9TH FLOOR) What Are the Key Game Changers for BPO Moving Forward? Evolutionary or Disruptive? Moderator: Alan Guibord, TAC (The Advisory Council) Panelists: Karen Calvert, Mary Kay Cosmetics; Thomas Simmons, Deloitte Touche Tomatsu; Angela Yochem, AstraZeneca

4:20 - 4:30 PM

CLOSING REMARKS (LOUNGE, 9TH FLOOR) Jim Noble, Chairman, World BPO/ITO Forum

LUNCH PROVIDED BY

SESSIONS – JUNE 26 GLOBALIZATION AND LEADERSHIP TRACK 10:25 – 11:15 AM

The Consumerization of IT: A Revolution that will Cause the Transformation of Software Delivery SPEAKER:

Emmet B. Keeffe III CEO & Co-founder iRise

During this session, Emmet B. Keeffe III, CEO & Co-Founder of iRise will discuss this mega trend that CIOs are facing across all industries and geographies and how software delivery will be transformed on the coming months and years. Following Emmet’s presentation, two young business analysts will lead a collaborate session on the future of software development.

Mission Possible: From Concept to Code in 30 Minutes During this action-packed session, the audience will challenge the iRise team to create THREE critical deliverables common to every project in under 30 minutes. See how our team will beat the clock and go from Mission Possible to Mission Accomplished. MISSION POSSIBLE TEAM:

Elias Bozeman, Senior Solutions Consulants, iRise Jose Coronado, Senior Director of User Experience, ADP Josh Wexler, Senior Solutions Consulants, iRise MISSION DETAILS

PART 1:

Live, the audience will vote on the application features they would like to see simulated. Watch as this is assembled right before your eyes, using iRise Studio.

PART 2:

The team will generate a comprehensive functional specification document automatically from the simulation.

PART 3:

See the team automatically generate working HTML code from the just-built simulation using the iRise CodeGen platform.

11:25 AM – 12:15 PM

The Economic and Social Impact of Global Sourcing: Getting the Complete Picture MODERATOR:

Zia Khan VP, Strategy and Evaluation Rockefeller Foundation

PANELISTS:

Jeremy Hockenstein, CEO & Co-Founder, Digital Divide Data John Horton, Staff Economist, oDesk Leila Janah, Founder, Samasource Pumela Salela, former Consultant, World Bank

The lack of employment opportunities across the globe prevents many people from meeting their basic needs. While increased global trade has helped people improve their lives around the world, many have been left out of the opportunities and are increasingly vulnerable to sudden changes in their circumstances. At the same time, advances in technology, infrastructure and education across the globe have led to opportunities to create jobs in the BPO sector for those who otherwise don’t tap into globalizations benefits. The emergence of Impact Sourcing which is sourcing that employs poor and vulnerable people who otherwise wouldn’t have the opportunity for sustainable employment has the potential to increase incomes and family investment in health care and education. In addition, Impact Sourcing has the business benefit of reducing costs by up to 40 percent due to wage differentials and reduced attrition rates. This panel will explore the economic and social impacts of Impact Sourcing from various perspectives, including potentially unintended negative consequences.

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

Key Learning Points: •

Recognize how Impact Sourcing offers more opportunities to poor and vulnerable people and increases their resilience

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Realize the potential for Impact Sourcing to create a “race to the bottom” and learn how it can be mitigated

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Clarify the role of the government, private sector, foundations and multilateral organizations in managing Impact Sourcing

GLOBALIZATION AND LEADERSHIP TRACK 2:15 – 3:05 PM

Multi-Vendor Approach to Global Sourcing: How to Balance Risks & Returns by True Relationship Management MODERATOR:

Beppe Urso Executive Vice President, Global Director Client Compensation & Strategic Sourcing Leo Burnett Worldwide

PANELISTS:

Suzanne Aquino, Executive Director in the Outsourcing & Offshoring Function of Supply and Demand Management, UBS AG R. Lee Coulter, Senior Vice President, Ascension Health; CEO, Ascension Health Shared Services Georges Diserens, former CIO, Philip Morris International

Peter Drucker said that processes not core to a company should be managed by someone else. This is correct, but it has to be done in a true partnership. In this panel session, you will learn how to build an effective Relationship Model and define a reliable, risk mitigating, delivery model. We will examine how to design, understand and utilize a multi-sourcing/multi-vendor approach for your best results. Key approaches to measuring partnership results will also be a core focus. Drawing upon their experiences, the panelists will share with you best practices and pitfalls to avoid to achieve a more effective and efficient multi-vendor approach to global sourcing. Key Learning Points:

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Hear leading experts share their experiences and major learnings

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Gain strategic insight from both supplier and client perspective

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Learn the CIO and CPO point of view on managing the multi-vendor approach

SESSIONS CONTINUED – JUNE 26 3:15 – 4:05 PM

The Evolving Role of the CIO: From IT Cost Center Manager to Business Savvy C-Suite Executive MODERATOR:

Harvey Koeppel Executive Director Center for CIO Leadership

PANELISTS:

Joe Held, SVP & Global CIO, Reader’s Digest Association, Inc. Atefeh Riazi, Acting General Manager & CIO, New York City Housing Authority Ed Toben, former CIO, Colgate-Palmolive Company

The panel will explore the opportunities and challenges faced by today’s CIOs as they embrace and leverage the rapidly changing landscape of business and information technology within the global marketplace. Trends such as the impact of the availability and adoption of mobile devices, new government regulations and requirements for increased transparency and the consumerisation of IT within today’s enterprises will be discussed within the context of how these trends have been and will continue to impact the role of the CIO and how CIOs can seize these opportunities to drive true transformation initiatives across their enterprise. Key Learning Points: •

Discover an understanding of the current state of the role of the CIO based upon primary research recently conducted by the Center for CIO Leadership

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Learn skills and competencies that CIOs need to acquire in order to move their role from one that his primarily tactical to one that also includes significant focus upon strategy, innovation and enterprise leadership

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Hear specific examples of CIOs and enterprises that have embraced the new normal and thrived during this recent period of unprecedented change

NETWORKING RECEPTION TUESDAY • JUNE 26 6:30 – 8:30 PM New York Athletic Club (NYAC) Card Room, Lounge & Terrace, 9th Floor Keynoters, speakers, conference delegates and sponsors will gather to enjoy hors d’oeuvres and cocktails at the end of the World BPO/ITO Forum’s 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 won’t want to miss this event.

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

SOURCING STRATEGIES & BEST PRACTICES TRACK 10:25 – 11:15 AM

Harnessing the Power of Globalization: The Present and Next Generation of Outsourcing Destinations MODERATOR:

P.K. Agarwal CEO TiE PANELISTS:

Marcin Nowak, Delivery Center Director, IOS, Capgemini Polska (Katowice) Marcin Przyłebski, Head of Investor Relations Department, City of Poznan Philip Taylor, Professor of Work and Employee Relations, University of Strathclyde Business School (Scottish Development International) Bobby Varanasi, OM Exco & Head, Marketing & Branding, Outsourcing Malaysia

The global outsourcing industry is expected to grow to $480 billion in the next four years with a CAGR of over 8.3%. This spectacular growth in this market helps new entrants succeed without necessarily making it a zero sum game. However the value proposition needs to very clearly defined and understood. Many of the newer entrants are offering a very compelling value proposition. As the market grows larger, each player is positioning itself in a different spectrum of the value chain, thus making it more complex for buy side decision makers. This panel session will help bring clarity to the evolving nature of the marketplace and offer a road map for making smart choices from some of the key off shoring destinations. Key Learning Points: •

Learn the shape of the future of the Outsourcing Industry

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Determine how different suppliers are positioning and their value proposition

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Hear tips for making smart choices

11:25 – 12:15 PM

How Cloud Will Drive the Need for a Resilient Sourcing Strategy MODERATOR:

David Tapper VP, Outsourcing and Offshore Services Market Research IDC

PANELISTS:

Bill Mitchell, Global IT (Director, Platform Services), Deutsche Bank; former CIO, Warner Music Raj Patil, Business Head, aSpark; former President, BPO, MphasiS Len Peters, CIO, Yale University

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 requirements; 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:

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Discover where within a customer organization will enterprises need to invest in order to create an effective cloud sourcing strategy

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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

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Understand key characteristics to look for in providers of cloud services that will help ensure creating a resilient sourcing strategy

SOURCING STRATEGIES & BEST PRACTICES TRACK 2:15 – 3:05 PM

Will NearShore be the New OffShore? Managing a Multi-Location Portfolio MODERATOR:

Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies

PANELISTS:

Robert Janssen, Managing Partner, Outsource Brazil Andrew Wasser, Associate Dean, School of Information Systems and Management, Carnegie Mellon University

The troubling global economy has forced companies to rethink and challenge themselves to be more strategic, efficient and effective. To increase market share, companies look at growing developing and emerging markets. Over the years, we have seen organizations offshore functions to India and China, for example, as a means to achieving business advantage. However, as multinationals face difficulties within offshoring regions, there has been a push towards Nearshoring as an alternative. Key Learning Points: •

Uncover the advantages and disadvantages of offshore vs. nearshore

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Understand key considerations for managing multi-location smartshoring (combination of both)

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Determine and recognize and recognize risks to better manage the multi-location portfolio

3:15 – 4:05 PM

Beyond Traditional Performance Engagement Tools: Metrics & Measurement in Offshoring MODERATOR:

R. Lee Coulter SVP, Ascension Health; CEO, Ascension Health Shared Services PANELISTS:

Danielle Fox de Aguilar, Director, Strategic Sourcing & Supplier Management, OCIO, Microsoft Muthusamy Gurusamy, Director, Project Management Office, Hachette Book Group Lisa Wright, VP, Global Sourcing & Governance, Global Business & Technology Solutions, Prudential

As all aspects of a shared service organization are being pushed for greater value, enterprises that have made the decision to use off-shore delivery models are looking at how they measure the total contribution of an off-shore center. The typical measures of staff augmentation effective hourly rate are not giving leadership the true picture of their off-shore organization. In both ITO and BPO, companies are looking for ways to measure work output, total cost and quality. Managing off-shore resources to ever higher levels of contribution requires different techniques and skills. Learn how leading practitioners are raising the stakes for their offshore delivery capability. Key Learning Points:

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Discover management practices that lead to increased performance of off-shore delivery

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Understand metrics that measure value rather than cost

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Increase value by upskilling off-shore leaders and on-shore counterparts

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

SESSIONS – JUNE 27 11:00 – 11:20 AM SPECIAL PRESENTATION

Crowdsourcing for the Enterprise

MODERATOR:

Zack Kass Head of Sales CrowdFlower

Businesses of all sizes have large-scale information needs that require human assistance to ensure accuracy and integrity of information. Whether it be collecting and correcting data, categorizing information, or even creating content, businesses require accurate information and organized data. Enterprise crowdsourcing offers the ability to distribute tasks to a large group of contributors with automated management and quality control in order to streamline many large-scale business projects. Key Learnings: • Understand what applications are best for crowdsourcing • Learn how crowdsourcing provides faster, more accurate and cost efficient results • Hear real world case studies to show how crowdsorucing can help your business

11:20 – 11:30 AM

Presentation on Poland, the Place to Be: Katowice — An Attractive Outsourcing Destination MODERATOR:

Mateusz Skowronski Manager of Strategic Investors Assistance Center in Katowice City Hall

Poland is a place where you should be present as it is an ideal investment destination, especially for BPO/ITO and SSC. Poland with 38 million people is the largest country in Central & Eastern Europe and 6th in the EU. We have approximately 2 million students in Poland. Considering population of the Polish agglomerations, Silesia (Katowice agglomeration) with 2 million people and 130 000 students is the leading one. Investors from BPO/ITO/SSC sector have already been attracted by the growing potential of Katowice. Capgemini, Steria, PwC, Kroll Ontrack, Mentor Graphics, Rockwell Automation have invested in Katowice.

SESSIONS CONTINUED – JUNE 27 11:40 AM – 12:30 PM PLENARY SESSION

New Service Delivery Model Strategy and Implementation: How to Minimize Risk and Maximize Opportunity MODERATOR:

R. Lee Coulter SVP, Ascension Health; CEO, Ascension Health Shared Services PANELISTS:

Soumitra Rathod, VP, WW IT Sourcing Strategy, The McGraw-Hill Companies Punit Jain, Global Head - Smart Document Processing, Datamatics Global Services

Both ITO and BPO continue to evolve as industries. Client organizations are becoming more sophisticated. They are able to do more for themselves, and expect more from their providers. The greatest pressure and next frontier for shared services (whether outsourced or not) is in data and analytics. This has moved up to become the primary new objective of these functions beyond basic service delivery and process excellence. The expectation is that shared service organizations can stimulate process transformation outside of the center that improves effectiveness and competitive advantage of the client organization. In another word, companies are demanding innovation from their shared services. There is growing understanding that common outsourcing structures struggle to deliver real innovation. Outsourcers are not unsurprisingly focused on innovation within the delivery scope while clients want innovation from the delivery organization that provides value elsewhere in the client organization. This is driving a blending of internal shared services leadership and capability interwoven with outsourcer’s areas of strength. This takes the forms of Captive Hybrid and Outsourced Hybrid models. Both of these hybrid models enable a more agile delivery that can shift and respond more quickly to client competitive pressures. They also place client leadership in a place where access to data and the active management of analytics can be focused on process effectiveness outside of the core scope. The risk-reward evaluation for outsourcing is changing. Costs are increasing for suppliers, risk for the clients is increasing, and expectations are moving up the value chain. Outsourcers must rapidly adopt a new kind of relationship with clients, recognizing what they can contribute well, and weaving together more complex ecosystems of delivery that cross the boundaries of onshore, nearshore, offshore delivery and embrace a new level of interdependence with the client.

2:00 – 2:50 PM CIO ROUNDTABLE

Key Challenges for Global Sourcing: Integrating Enterprise IT to Leverage Mobility; Cloud Computing and Social Networking MODERATOR:

Gary Beach Publisher Emeritus CIO Magazine

PANELISTS:

Michael Belak, CIO, Metropolitan Regional Information Systems (MRIS) Dr. Sasi Pillay, CTO, NASA; former CIO, NASA Glenn Research Center Joe Simon, CTO, Conde Nast

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 follow a new script. Customers do not want Service Providers to talk technology anymore. Service providers never talk about what they do, application support or infrastructure management; etc. that’s assumed. Instead, the key words are leadership, governance and organizational change. It’s 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 focus on how world class CIOs are integrating these influences into coherent enterprise IT strategies that produce secure and actionable intelligence driving competitive advantage. This session will also provide thoughtful yet 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.

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

3:30 – 4:20 PM PLENARY SESSION

What Are the Key Game Changers for ITO and BPO Moving Forward? Evolutionary or Disruptive? MODERATOR:

Alan Guibord Chairman & Founder TAC (The Advisory Council)

PANELISTS:

Karen Calvert, VP, Information Services & Technology, Mary Kay Inc. Thomas Simmons, Global CTO, Deloitte Touche Tomatsu Angela Yochem, CTO, AstraZeneca

The top 4 game changers for strategic sourcing are: 1. Consumerization/personalization of IT 2. Changing financial models 3. Cloud 4. Enterprise Mobility While there isn’t a single disruptive game changer, taking the key influencers on the outsourcing industry, it is clear that the industry must evolve and quickly. Perhaps a better phrase might be “accelerated evolution”. The economy (labor cost, low cost location tax policy changes, etc.) is such that traditional outsourcing is less attractive financially and risk from long term contracting and other geopolitical instability place constant pressure on outsourcers to look for new delivery models. Economic cycles are also getting shorter and shorter based on global events. Add to that the growing ecosystem of new providers, cloud/SaaS delivery enabling tech and industrialized services and outsourcers have to move quickly to keep up. The incoming workforce has expectations of consumer friendly, always available services delivered in the cloud, and corporate headquarters are looking for innovation well beyond delivery optimization. What may become disruptive for outsourcing is the delivery model being embraced by the up and coming outsourcing providers that overcome many of these challenges out of the gate. Deals are getting smaller, shorter, and more of them are going to new logos that have built a service delivery capability more adaptable to these pressures than the big guys. The question is whether the big guys can change their game fast enough to keep their industry leading positions.

SPONSORS World Premier Sponsor:

Diamond Sponsor:

Platinum Sponsor:

Emerald Sponsor:

Lunch Sponsors:

COUNTRY PAVILIONS

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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New York City, NY USA

PARTNERS Strategic Partners:

Research Partners:

Media Partners: PREMIER MAGAZINE ON BUSINESS AND TECHNOLOGY SERVICES INDUSTRY

Alliance Partners:

REGISTRATION To Register, go to www.worldbpoforum.com • •

All attendees are required to register for the event. All registration requests will be reviewed and approved based on meeting the required criteria.

Qualifications to Attend

ITO & BPO Practitioners:

FEE: $995.00

Seating is limited and by invitation only. To ensure a high quality peer-to-peer environment, all delegates are required to be employed by global corporations with the following titles: • CEOs/Presidents • CIOs/CTOs, Heads of IT • COOs, Heads of Operations • CFO, Heads of Finance • SVPs/VPs of Sourcing, or equivalent • Business-unit Heads/ General Managers

ITO & BPO Service Providers, Consultants:

FEE: $2,995.00

– a person who represents a company that uses or intends to use outsourced business services. (Your company does NOT provide outsourcing or consulting services.) Conference registration include full access to event activities including keynotes, plenaries, sessions, sponsor showcase, networking receptions, meals and refreshments over the course of the two day event.

– a person who represents a company that provides BPO, ITO or other sourced services to an enterprise, including consultation services. We have a limited number of available conference passes available for purchase. Participation in the conference is otherwise by invitation only, and requires a sponsorship or participation package.

Cancellation Policy All cancellations and refund requests must be received in writing by May 27, 2012. Refunds will not be issued for cancellations made after this date regardless of registration date or for no shows. Refunds will be issued within 45 days after the conference, and a 5% processing fee will be deducted. Substitutions from the same company will be accepted in writing without penalty. Registration Questions? Please contact shelley@worldbpoforum.com

CONFERENCE VENUE:

The World BPO/ITO Forum will be taking place at the New York Athletic Club (NYAC). New York Athletic Club (NYAC), City House, 180 Central Park South, New York, NY 10019 Tel: (212) 247-5100 www.nyac.org Located at 180 Central Park South, the New York Athletic Club’s Manhattan home occupies one of the finest locations in the city. Known among members as “the City House”, it boasts panoramic views of Central Park and is ideally situated for those wishing to take advantage of all the sights and sounds that the New York City House has to offer. A 15 minute stroll in any direction can take a visitor to the bright lights of Times Square and the Theater District, to the shopper’s paradise of Fifth Avenue, to the intriguing expanses of the Metropolitan Museum of Art, and to the bustling restaurants of Columbus Avenue. Complete with 24 floors housing every athletic, recreational and leisure facility imaginable, the City House is the NYAC’s heart and soul in New York City.

HOTEL: JUMEIRAH ESSEX HOUSE (NEXT DOOR TO NYAC) Celebrating over 80 years of luxury on Central Park South, the historic Jumeirah Essex House first opened its gilded doors in 1931. This Manhattan landmark has recently completed a $90 million refurbishment program that pays homage to its classic Art Deco heritage. The stylish Essex Rooms offer quiet interior views - perfect for guests looking for some relaxation. The newly renovated rooms feature custom-designed furniture, with alligator-print leather accents and exotic honey-toned wood veneers. Beautifully-appointed cabinetry units with leather-wrapped handles offer both desk and drawer space, and the bathroom features a jewel-toned amber-colored glass vessel sink.

WORLD BPO/ITO FORUM

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2012 SUMMIT

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June 26–27, 2012

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NYAC

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AVAILABLE ROOM RATE —

USD $319.00 plus taxes per night Contact: Ashley Fuller World BPO/ITO Forum Housing Manager c/o Meeting Management Associates Tel: 607-674-2666, Ext 208 Email: WorldBPO@mma-inc.com www.worldbpoforum.com/accommodation.aspx

New York City, NY USA

5th ANNUAL WORLD BPO/ITO FORUM OF FSHORING PL AT FORM FOR CIOS / CFOS

SAMPLE OF WORLD BPO/ITO FORUM 2012 SPEAKERS As of April 21, 2012 NAME TITLE COMPANY P.K. Agarwal CEO TiE; former CTO State of Cailfornia Lynda Applegate Sarofim-Rock Professor of Business Administration; Harvard Business School Unit Head, Entrereneurial Management; and Chair, OPM Suzanne Aquino Executive Director in the Outsourcing and Offshoring UBS AG Function of Supply and Demand Management Gary Beach Publisher Emeritus CIO Magazine Michael Belak CIO Metropolitan Regional Information Systems Lukas Biewald CEO Crowdflower R. Lee Coulter CEO Ascension Health Shared Services; SVP Ascension Health Georges Diserens former CIO Philip Morris International Peggy Fechtmann Executive Vice President, Global Operations MetLife Technology & Operations Danielle Fox de Aguilar Director, Strategic Sourcing and Supplier Management, OCIO Microsoft Tsvi Gal CTO Bridgewater Associates Alan Guibord Founder & CEO The Advisory Council (TAC) Muthusamy Gurusamy Director, Project Management Office Hachette Book Group Joe Held SVP & Global CIO Readerâ&#x20AC;&#x2122;s Digest Association, Inc. Jeremy Hockenstein CEO & Co-Founder Digital Divide Data Steve Hufford CEO SIM Leila Janah Founder Samasource Robert Janssen Managing Partner Outsource Brazil Dawid Jarosz Operations Director Association of Business Service Leaders (ABSL) Wendell Jones CEO SIM International Emmet B. Keeffe III CEO & Co-founder iRise Zia Khan VP, Strategy and Evaluation Rockefeller Foundation Gopal Khanna Senior Fellow, Technological Leadership Institute The University of Minnesota Kartik Kilchand CEO & Co-founder World BPO/ITO Forum Harvey Koeppel Executive Director Center for CIO Leadership Babu Lal Jain Co-Founder World BPO Forum, Inc. Chairman WICS Valentin Makarov President RUSSOFT Association Bill Mitchell Director, Platform Services Deutsche Bank Karen Morris former CIO AIU Holdings Jim Noble SVP Talisman Energy Raj Patil former President, BPO MphasiS Len Peters CIO Yale University Sasi Pillay CTO, Office of the CIO NASA Ben Pring AVP, Center for the Future of Work Cognizant Technology Solutions Soumitra Rathod VP, WW IT Sourcing Strategy The McGraw-Hill Companies Toby Redshaw former Global CIO American Express Company Robert Reich Professor of Public Policy University of California at Berkeley; former Secretary of Labor under President William J. Clinton Atefeh Riazi Acting General Manager & CIO New York City Housing Authority Paul Roehrig, PhD AVP, Corporate Strategy Cognizant Technology Solutions Pumela Salela Former Consultant World Bank Julia Santos Head of Worldwide Strategic Outsourcing Johnson & Johnson Group of Consumer Companies Dr. Gad Selig, PhD Associate Dean, Business Development; University of Bridgeport Joe Simon CTO Conde Nast Attila Suhajda President Hungarian Services and Outsourcing David Tapper VP, Outsourcing and Offshore Services Market Research IDC Philip Taylor Professor of Work and Employment Relations University of Strathclyde Business School (Scottish Development International) Beppe Urso Executive Vice President, Leo Burnett Worldwide Global Director Client Compensation & Strategic Sourcing Bobby Varanasi OM Exco & Head, Marketing & Branding Outsourcing Malaysi Andrew Wasser Associate Dean, School of Information Systems and Management Carnegie Mellon University Peter Whatnell CIO Sunoco Lisa Wright VP Enterprise Vendor Governance and Sourcing Prudential Angela Yochem CTO AstraZeneca