EOA Leadership Summit and Awards
5th-6th October 2016
Official Event Programme
#EOASummit #RiseOfThePhoenix #EOA1.0
With its dramatic architecture and
numerous World Heritage Sites, this
ancient city is the perfect contrast for
global sourcing leaders and
influencers to meet and discuss the
emerging technologies, trends and
standards that will transform the
future of the outsourcing industry.
The Rise of the Phoenix
Outsourcing is transforming; Digitalisation, Automation, the Internet of Things and the impact of Brexit are all
converging to obliterate the existing sourcing landscape to ashes.
However, out of these ashes is emerging the next generation of sourcing and shared services; leaner more agile
enterprises, new and improved skills, advancing RPA, better qualified workforces, new contracts that focus on
innovation and value-adding services – plus newly emerging sourcing destinations with ever-increasing social progress
indicators.
In fact, across Europe sourcing activity is reaching new heights, with volumes in areas such as ITO ahead of those in the
Unites States.
So how do you ensure your business is making the most of these opportunities?
The EOA Leadership Summit and Awards provides the European and global sourcing community with an outstanding
opportunity to learn about both global and local sourcing industry trends, new operating models and the latest
standards to help you further develop best practice. You will have access to the knowledge, innovation and best
practice that is creating - and taking advantage of – the newly emerging ecosystem.
But that’s not all! We’ll be providing free training on Robotic Process Automation (RPA), the technology that is
revolutionising the industry, and for those of you who are passionate about leveraging technology to effect a positive
social or environmental outcome, you can take part in the first ever EOA Hackathon (#EOA1.0). We will also be
launching our inaugural European Women in Outsourcing initiative over breakfast and delivering a masterclass on how
to set up outsourcing operations in a European Region. In addition, you can also network with our speakers, sponsors,
judges and NOA A-Listers, as well as other delegates from across Europe and beyond at our complimentary guided city
tour and networking drinks events.
Immediately following the Summit, the great and the good in sourcing will gather together at the Awards ceremony to
recognise and celebrate those judged to be best in class in sourcing services and technology, legal counsel and
relationship management, automation and innovation. Plus, of course, we will also announce the Outsourcing
Destination of the Year.
Out of the ashes is emerging the next generation of sourcing and shared services. Don’t just sit on the side lines and
watch it happen, come to the EOA Leadership Summit and Awards in Sofia and be part of it!
Kerry Hallard
CEO, National Outsourcing Association
Director, European Outsourcing Association
Who will be there?
With attendees guaranteed from FTSE Euro 100 companies on both the Buyer and Supplier side, plus the
most prominent legal and advisory firms operating in the European and global sourcing industry, this
event is a unique opportunity to network with the leading influencers and practitioners in outsourcing
today, and upgrade your knowledge on the emerging trends and technologies that will impact the global
sourcing industry of tomorrow.
AUDIENCE PROFILE
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200+ global outsourcing professionals
50% Buy-side representatives
25% mid-tier enterprises
75% large corporate enterprises (15k+ employees)
GEOGRAPHICAL BREAKDOWN
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25% Bulgarian
75% International
(UK, France, Netherlands, Poland, Germany,
Switzerland, Portugal, Latvia, India, Sri
Lanka, United States, Ukraine)
What’s happening and when
Wednesday 5 October 2016
Outsourcing Global Standards
Breakfast Meeting (invitation only)
The National Outsourcing Association has a
longstanding history for driving professional standards
as well as producing industry-leading qualifications. At
this closed breakfast meeting the NOA will share its
latest thinking on emerging global standards in
outsourcing.
If you are interested in attending this breakfast event,
please contact ainem@noa.co.uk for further
information.
#EOA1.0
Join us for the European Outsourcing Association’s first
ever 24-hr Hackathon!
Hackathons have become a major part of our culture
and the most successful ones take place when there’s a
diverse perspective from different companies, functions
and teams. Well, the #EOA1.0 hackathon aims to go
one better by featuring contributors from different
countries!
Programmers, developers, marketers, design thinkers &
business leaders from across Europe will come together
to create an innovative and sustainable solution for the
community or environment, whilst also strengthening
the outsourcing community and supporting the positive
reputation of the industry.
With lots of food, drink and other freebies provided to
keep the creativity and momentum going overnight, the
winning team will present their solution to the entire
Leadership Summit on 6th.
Strategic Process Automation
Training Workshop
RPA is one of the most exciting opportunities to hit the
outsourcing world in recent years. For many, though, it
remains shrouded in mystery. Whilst it promises to
deliver significant added value there is a great deal to
learn for managers charged with the responsibility to
realise RPA’s benefits and avoid the pitfalls.
This highly practical half-day workshop provides the
critical knowledge required to implement Robotic
Process Automation initiatives successfully. The
workshop is delivered by highly experienced RPA and
sourcing specialists using a mixture of presentations,
case studies and exercises. Participants’ learning from
the programme will include the following
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What RPA is and how it compares with other
automation initiatives
What are the different approaches to RPA
How RPA actually works in practice
How to identify what processes to automate
Tracking the value that automation adds
Walking Tour of Sofia
Spend an hour visiting Sofia’s top attractions on a
walking tour with an experienced guide and learn the
history of one of Europe’s oldest cities.
Buyers of Outsourcing Services
VIP Dinner (invitation only)
An exclusive dinner hosted by the Minister of Economy,
Bulgaria.
Welcome Drinks Reception
Note:
Some activities overlap or run simultaneously.
Join your fellow European delegates for a Bulgarian
wine tasting session with a local Sommelier. The wine
tasting will be followed by a networking drinks
reception in the Museum of Archaeology where you
will have the chance to walk around the exhibitions and
mix with outsourcing professionals from across the
continent and further afield. The entertainment for the
evening will incorporate live regional music.
What’s happening and when
Thursday 6 October 2016
Women in Outsourcing Breakfast Meeting
Welcome: The Rise of the Phoenix
A forum where women in the industry will have the
opportunity to network with likeminded professionals,
share and celebrate successes, and debate how we can
better encourage more females to be inspired to take
up careers in outsourcing over the next decade.
The new dawn of sourcing and shared services and the
role outsourcing will play in Bulgaria, Europe and
beyond. This will be the opening speech by the
President of Bulgaria, Rosen Plevneliev.
Introducing the Global Standard
Eurobotics
As the new age of sourcing emerges, new skills and
competencies are coming to the fore along with a
growing recognition of the need for global standards to
maximise efficiencies through the implementation of
best practice. In response to this growing need, The
NOA unveils its global standards programme.
As Europe leads the charge in pioneering and
successfully implementing Robotic Process Automation,
the most prominent leaders in the industry share their
views on what they believe will be the next wave of
digital technology poised to take the industry by storm.
Technology Pod
RPA, Automation, Artificial Intelligence, Augmented Reality, Virtual Reality. What do they all mean, and what do they mean
for businesses operating in outsourcing in the future. Experience it for yourself, and ask the experts your questions.
The Secret to Customer-centricity
Design Thinking can save outsourcing!
The deployment of Customer-centric strategies is on
the increase, but in the complex world of the everdemanding, ever-changing consumer behaviour, how
do you map and align seamless journeys for tomorrow’s
customers?
With the demand for the FTE model withering and
labour arbitrage being replaced by automation, can we
use design thinking to re-imagine the way in which
services are delivered? The platform economy and Asa-Service solutions are the first new wave of design
thinking products, but how can we progress this further
to change how sourcing services are bought and sold,
and in a way that meets the increasingly changing need
of the customer?
The Future of Work
What impact is technology having on jobs and skills?
How is the global talent pool shifting?
How can people harness disruption and transform into
new skill sets and career paths?
BREXIT
The majority of the outsourcing community didn’t want
it, but it’s happened. As the European Union comes to
terms with the outcome and work gets underway to
prepare for the separation, we will bring you all the
latest developments, plus share expert views and
opinions on the likely impact on everything from
sourcing relationships, contracts, labour movement,
skills and technology!
What’s happening and when
Interactive Working Groups – blending brief presentations and facilitated working
The Shortlist Speaks: Shared Service Centre
of the Year
Hear from those organisations who are successfully
operating effective shared service centres across
Europe
Relationship Management and Collaboration
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The Shortlist Speaks: Automation Project of
the Year
Hear case studies from the best Automation projects
implemented across Europe.
Designing the tender to establish a collaborative
relationship
Aligning the right resources – who should be
involved, when and how?
What are the critical evaluation activities that
should be used to assess compatibility?
What is the evolving role of the Sourcing Lead?
Omni-channel customer experience
A case study from 60K and Thomas Cook looking at
 Multi-channel customer engagement
 Picking the right supplier for your customer’s needs
 Delivering optimal customer service across multilocations
The Optimal Service Provider
The New & Expanding Ecosystem
What will the award-winning Service Provider of the
future look like?
 As-a-service – how is it changing sourcing contracts
 How do you drive agile behaviour
 Making innovation part of the every day
 Building focus on outcomes not outputs
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How to align smaller, niche providers with your
current strategies
As-a-service; How have the advances in technology
increased agile sourcing and what is coming next?
Why Sofia?
Excellent IT and multi-lingual skills have helped Bulgaria’s outsourcing sector boom in recent years, creating a solid foundation
for strong overall economic growth. Historically a key supplier of software and hardware to the Soviet Union and Eastern
Europe, over the years the country has reinvented itself by acquiring a depth of knowledge and expertise in hardware,
software and electronics development and is now one of the key suppliers of IT and software development in Eastern Europe.
The Bulgarian government is also a highly active advocate in promoting the country’s capability as an outsourcing destination,
providing a stable currency and low inflation which benefit businesses, as well as a low 10% corporate flat-tax rate. Overall,
6% of the country’s GDP is generated by the outsourcing sector, which employs 24,000 professionals. It is estimated that this
will grow to 60,000 by 2018.
These were just some of the key reasons that helped Bulgaria lift the UK National Outsourcing Association’s Award for
Offshoring Destination of the Year in 2015.
Sofia is Bulgaria’s capital and its largest city. Founded thousands of years ago, today the city continues to develop as the
country’s cultural and economic centre.
Dating back to the Thracian times, Sofia
has literally hundreds of historic
buildings, including the Church of St
George from the 12th century.
To play host to a Leadership Summit
which is firmly focused on the
technology, standards and
opportunities of the future may seem
like something of a paradox then,
however, this ancient and dramatic
city - which is home to many World
Heritage Sites - provides the perfect
backdrop having itself risen from
relative obscurity to position itself
firmly among the most attractive
offshoring destinations in Europe at
this time.
Bulgaria’s President, Rosen Plevneliev, is a long-time supporter of the
outsourcing industry and was recently recognised by the UK National
Outsourcing Association in their Outsourcing A-List for his enduring
advocacy of the industry.
President Plevneliev will be attending the EOA Leadership Summit and is
providing an opening address to all delegates.
We would like to thank all of our Sponsors for the EOA Leadership Summit & Awards 2016.