RPA & Digital Transformation Focus Day

8:45 - NaN:NaN Registration & Networking

9:00 - 10:45 Workshop A: How automation can make you a more customer-centric organisation

Rob Hughes, Senior Director, Automation Anywhere
  • Leverage robotic process automation to improve the customer experience
  • Increase response time to customer complaints/concerns
  • Redesign the way you interact with customers by keeping key principles at the heart of the process
  • Human vs. Robot: Decide who is better equipped to deal with which queries
  • How can robotics simplify the customer experience?


Rob Hughes

Senior Director
Automation Anywhere

10:15 - 10:35 Networking Break

In the race to embrace the digital economy a wave of transformation is sweeping across enterprise IT. Digital Transformation is on everybody's agenda, but at the exponential rate that change is occurring, transformation is not a one-off thing. We have entered the era of continuous digital transformation.

The principle challenge facing any digital transformation initiative is to clearly articulate the current and future state business model and the roadmap for getting there. In particular, how to identify, track and measure business capability uplifts across a portfolio of delivery projects.

The workshop session will address the following issues:

  • Leverage business capability maps to plan a transformation initiative
  • Measure the progress of transformation through capability assessments
  • Track the transformation scope across an Agile portfolio
  • Manage the roadmap to the Target-Operating-Model
  • Analyse the impact of change

Drawing on experience from a variety of real-world cases, this workshop will propose an integrated meta-model for agile business transformation, provide tangible, reusable project artifacts and offer a pragmatic template to guide business architects and agile practitioners on a digital transformation journey.

Workshop attendees will learn about:
  • Pragmatic Digital Transformation
  • Alignment of Business Architecture and Agile Delivery
  • Tracing the path from As-Is to To-Be through an Agile Release Train

11:05 - 12:50 Workshop B: Capability Uplifts: The guiding light tracking agile releases in a digital transformation

Shaun Rolls, Intelligent Business Transformation, Capsifi Terry Roach, Chief Executive Officer, Capsifi


Shaun Rolls

Intelligent Business Transformation

Terry Roach

Chief Executive Officer

12:50 - 13:50 Networking Lunch

13:50 - 15:35 Workshop C: Driving world class customer service with the combined power of process excellence and automation

Camilla Kwong, Head of Operational Excellence, Close Brothers
This workshop is a taster of fun-filled Robotics Simulation unlike anything you’ve participated in before, being very hands on and action packed. This workshop will also allow attendees to engage in a mini-Hackathon to get a simple robot working. Based on a real business problem, the key learning objectives of the simulation are to:
  • Understand the main types of robotics solutions, when to apply and when not
  • Comprehend the combined power of robotics with an end-to-end process excellence approach
  • Overcome implementation challenges


Camilla Kwong

Head of Operational Excellence
Close Brothers

15:50 - 17:35 Workshop D: Allied Irish Bank’s recent deployment of robotics to enhance the customer service

Lorraine Duffy, Head of Process Improvement, Allied Irish Banks
  • Use turnkey data models to predict where you are going and data analytics for proactive decision-making
  • Customer centric analysis of processes which are most suitable for robotic process automation and make the most of those services
  • Why a mature relationship between continuous improvement, customer service and automation is imperative for success
  • Optimising your capability for managing strategic change, Business As Usual operations and a complex technology footprint


Lorraine Duffy

Head of Process Improvement
Allied Irish Banks