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This is a preliminary agenda, and is subject to change depending on the availability of speakers.
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11:00 A.M. – 2:00 P.M. |
Press Conference |
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7:00 P.M. – 9:30 P.M. |
Welcome Cocktails and BPAP GMAM |
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7:30 A.M. – 8:30 A.M. |
Registration and Breakfast |
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8:30 A.M. – 8:45 A.M. |
Opening Ceremonies |
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8:45 A.M. – 9:00 A.M. |
Welcome Remarks: Oscar R. Sañez, President and CEO, Business
Processing Association of the Philippines (BPAP) |
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9:00 A.M. – 9:20 A.M. |
Keynote Opening Address: Alfredo I. Ayala, Chairman, Business Processing
Association of the Philippines (BPAP) |
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9:20 A.M. – 11:20 A.M. |
Chairman's Panel: Post-crisis Assessment: Economic Recovery and the Next Phase of Growth
In the year following our first International Outsourcing Summit, countries and companies around the world have begun the process of economic recovery and restructuring. The business process outsourcing (BPO) industry, amidst considerable uncertainty, grew despite the downturn, as companies in the most affected economies accelerated plans for outsourcing key basic and high-value process to over 150 locations around the world. However, as client companies evaluate their strategies as the clouds of crisis begin to clear, new challenges for the industry and established players are expected as a result of shifting priorities, gradual and prolonged economic recovery, and emerging competition.
How prepared is the industry to face new challenges? What are the new benchmarks for success in the post-crisis era? How has new leadership—here and in locators’ countries—affected investor perception and outlook? And more importantly, can the industry replicate its previous decade of success? |
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Moderator: Alfredo Ayala, Chairman, Business Processing Association of
the Philippines (BPAP)
Panelists:
Armand Angeli, Cofounder and Vice-President, European Outsourcing Association (EOP)
Ricardo Asse, Executive Director, Brazil Association of Software and Services*
Kevin Campbell, Group Chief Executive, Accenture*
Ma. Cristina Coronel, President, Philippine Software Industry Association (PSIA)
Eduardo Ruiz Esparza, President, IDZ*
Paul Kukubo, Chief Executive Officer, Kenya ICT Board
Valentin Makarov, President, Russian Software Developers Association
(RUSSOFT)
Harsh Manglik, Chairman, NASSCOM & Chairman and Geography Managing Director-India, Accenture*
Maulik Parekh, CEO and President, SPi Global Solutions, Inc.
Aparup Sengupta, Managing Director and Global CEO, Aegis Limited
Michael Liu, Chief Executive Officer, CompuPacific International*
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11:20 A.M. – 12:05 P.M. |
Presentation: Emerging Outsourcing Locations
Asia dominated the growth of outsourcing over the last decade, with the top
three spots held by India, the Philippines, and China. The Philippines emerged to
become the most preferred destination for voice-based BPO for English-speaking clients.
Meanwhile, nce-promising Eastern European locations have yielded to other countries in
Asia, the Middle East, and Africa. Emerging outsourcing locations are now competing on
the basis of increased cost competitiveness, abundant resources and skills, and
favorable business and economic environments. As the global economy struggles to
recover, priorities are expected to shift to the strategic dispersal of locations
for uninterrupted global service delivery, proximity, and increasing political
pressure to provide jobs.
What do these new realities mean for established and up-and-coming players alike?
Is it true that there is enough business for everyone? What are going to be the
strategic competitive differentiators? |
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Speaker: Avinash Vashistha, Chief Executive Officer, Tholons |
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12:05 P.M. – 1:30 P.M. |
Lunch |
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1:30 P.M. – 2:45 P.M. |
Presentation: Business Development
As new industries, technologies, and countries seek to capitalize on the outsourcing movement, service providers are revisiting business development models in the search for competitive advantage. New lines of business take precedence over new clients, and innovation is led by client demand as well as changing customer preferences. Convergence in marketing techniques, new technology, and evolving service demand have made a profound mark on marketing strategy while leveling the playing field for savvy new players.
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Speakers:
Gerry Clark, Partner, TPI South East Asia
Mary Beth Loesch, Vice President for Marketing, StarTek
Ralph Schonenbach, Chief Executive Officer, Trestle Group
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2:45 P.M. – 3:15 P.M. |
Break |
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3:15 P.M. – 5:15 P.M. |
Academe Panel: Specialized Talent and Language Acquisition: The Next Pool
Beyond cost and business environment, talent development has become the new battleground for
locators. Countries with an over-educated but under-employed labor force have a competitive
advantage in a market environment characterized by increasingly high-value, complex business
processes. And, while English remains the medium of choice for service provision,
European and Latin American languages are gaining ground as their economies gain traction. |
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Moderator: Jonathan de Luzuriaga, Managing Director, Tholons Southeast Asia
Panelists:
Jamea Garcia, Executive Director for Talent Development, Business
Processing Association of the Philippines (BPAP)
Esther Muchiri, Chairperson, Kenya Skills Task Force
Fabrizio Opertti, Senior Integration and Trade Specialist, Inter-American
Development Bank
Madan Padaki, Chief Executive Officer, MeritTrac
Randeep Sudan, Lead ICT Policy Specialist, World Bank*
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5:15 P.M. – 5:30 P.M. |
Day One Conference Synthesis: Jonathan de Luzuriaga, Managing Director, Tholons Southeast Asia* |
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5:30 P.M. – 7:00 P.M. |
Exhibit Viewing, Networking, Free Time |
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7:00 P.M. – 9:30 P.M. |
Gala Night |
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8:45 A.M. – 9:00 A.M. |
Welcome Remarks and Recap: Gillian Joyce G. Virata, Executive Director
for Research, Business Processing Association of the Philippines (BPAP) |
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9:00 A.M. – 10:30 A.M. |
Industry Panel: Telecommunication Service Provision
As communication technology evolves with the increased availability of greater bandwidth coupled with lower-cost access, telco providers are competing with international players to offer wired, wireless, and last-mile connectivity. Government protection has become increasingly relaxed in leading outsourcing destinations, leading to the entrance of new players in arguably saturated telecommunications markets. In addition, as locators manage risk with multiple locations and redundant data storage, cooperation among vendors is becoming key to countries’ competitive advantage in service provision. |
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Moderator:Sec. Ray Anthony Roxas-Chua III, Chairman, Commission on Information and Communication Technology (CICT)*
Panelists:
Ernesto Alberto, Senior Vice President, Head - Customer Sales and
Marketing Group, PLDT
Ernest Cu, President & Chief Executive Officer, Globe Telecom, Inc.
Mir Uddin Faisal Ali Khan, Business Leader, GE Money Services Philippines, Inc. (GEMSPI)*
Natasja Meeuwisse, Director, Cisco*
Joseph Russo, Vice President, Verizon*
Vikram Singh, Country Manager, TATA*
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10:30 A.M. – 11:00 A.M. |
Networking Break, Exhibit Viewing, Coffee |
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11:00 A.M. – 12:15 P.M. |
Breakout: Retail Services Outsourcing
While the retail industry has typically outsourced non-core services to both
large and small BPO services providers, shared-services offshoring has become
an increasingly viable option. More than simply lowering costs, a shared-services
strategy offers economies of scale, focused resource allocation, and operational
effectiveness, key criteria for moving select services, such as customer service,
back-office, and IT, offshore. But potential investors critical challenges in emerging
service markets in the form of entrenched bureaucracy, unstable business environments,
and ever-changing trade regulations in the form of tariffs and taxes, import-export
laws, and investment caps. |
Breakout: Health Services Outsourcing
Balancing the talent exodus from emerging economies in the health sector is the
increasing need to provide high-value but low-cost health services. As the character
of health care dramatically changes in outsourcing countries, so too will their demand
for highly educated talent and favorable business environments to support their long-term
goals. Service providers are hard-pressed to work with the government and the academe to
ensure an adequate supply of health-educated labor. |
Breakout: Government Outsourcing
Governments face increasing pressure to provide automated, online, and efficient
services for their constituents. Because of the stakes involved and the high costs
associated with the development of services infrastructure, local, state, and national
government agencies will invariably look to outsourcing constituency services. However,
complex perception issues associated with public accountability, changing leadership,
and privatization, government outsourcing will these constituencies be forced to forego
more efficient and effective service delivery? |
Moderator:
Dave Rizzo, Country Head, Teleperformance*
Speakers:
Rohit Gandhi, Senior Vice President, Asia Pacific, Mahindra Satyam
Frances Karamouzis, Vice President, Gartner*
Graham J. Marr, Director South Pacific Infrastructure Services, HP Enterprise Services*
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Moderator:
Frank Holz, Director, Outsource2Philippines
Speakers:
Mike Beninato, President, SPi Healthcare*
Ramesh Gudalur, Head of BPO, Cognizant Technology Solutions Corporation
Myla Rose Reyes, President, MTIAPI*
Jeff Williams, President, Medicall
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Moderator:
Mitchell Locsin, Business Development Executive, Logica
Speakers:
Madhusudan Menon, Center Head , Infosys BPO Limited, Philippines*
Vijayakumar S, Head, Global Marketing, HCL*
Nikhil Rajpal, Principal, Everest Group*
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12:15 P.M. – 1:30 P.M. |
Lunch |
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1:30 P.M. – 2:45 P.M. |
Breakout: Banking and Finance Outsourcing
Customers of banking and financial institutions are demanding efficient, transparent, and always convenient financial services. As a result, these institutions are under enormous pressure to provide highly personalized and customized services, universal access, and service-rich alliances to provide greater value and choice. However, increased regulation in the aftermath of the global financial crisis makes it harder and more expensive to provide such value-driven services, and to regularly introduce new services in response to market demand. |
Breakout: Marketing Outsourcing Services
Many organizations have turned to marketing and logistics outsourcing as a result of intense competition globally. Outsourcing these non-core functions provides better use of resources while spreading risk and allowing corporations to concentrate on core functions, product and service innovation, and development strategy. As a result, it has been estimated that about 60% of FORTUNE 500 firms do at least some marketing and logistics outsourcing. This trend is opening new opportunities for BPO firms to work in partnership with distribution and logistics specialists. |
Breakout: HR Outsourcing
Human resources are an organization’s most critical assets, but managing and retaining talent requires significant investment in a non-core function. HR outsourcing has evolved from providing back-office functions such as database and records maintenance to specialized activities involving recruitment, training, and retention. Outsourcing options also vary, from operational elements to HR strategy and decision-making, to a combination of both, further complicating the decision to outsource. Another twist: many BPOs should be outsourcing HR themselves. |
Moderator:
Caesar Parlade
Speakers:
Craig Bauwens, Vice President, Service Delivery Sutherland*
Jack Jones, Chief Executive Officer, JP Morgan Chase & Co.
Kumar Parakala, COO, Advisory Head of IT Advisory, Global Head of
Outsourcing, KPMG / Australian Computer Society
Danilo Sebastian Reyes, Country Manager, Genpact Philippines
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Moderator:
Michael Alan Hamlin, Managing Director, TeamAsia
Speakers:
Rowena Bagadion, President, Animation Council of the Philippines (ACPI)*
Mary Beth Loesch, Vice President for Marketing, StarTek
Ted Macauley, Director, International Projects, Washington Times*
Jack Madrid, Country Manager, Yahoo! Philippines*
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Moderator:
Paul Pilao, President and CEO, BPO International
Speakers:
Mike Ellis, Director AP, Northgate Arinso
Cheryl Giraulo, Vice President of Global Content Centers, Thomson Reuters*
Rakesh Malik, Principal & Consulting Business Leader, Hewitt Associates*
JP Orbeta, President, HRMall
Jon E. Kaplan, President, TeleDevelopment Services Inc.*
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2:45 P.M. – 3:15 P.M. |
Closing Remarks |
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3:15 P.M. – 4:45 P.M. |
Analyst Panel: New Technology
Social media and its role in corporations is placing increasing strain on IT policies, monitoring, and security. However, its importance as a tool in recruitment, workforce stability, and communication efficiency cannot be underestimated. Aside from social media, cloud computing is also gaining ground with an increasingly tech-savvy and mobile workforce, providing instantaneous access and accelerating the development of new telecommuting models. Integrating both social media and leveraging the cloud is the next challenge in technology. Corporations of all kinds are feeling the pressure to deploy social media internally and externally, but also to offer social media and cloud technology support services to their clients. |
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Moderator: Michael Alan Hamlin, Managing Director, TeamAsia; Author, High Visibility
Panelists:
Mike Henderson, Vice President and Managing Director, Sykes Asia
Colin Holgate, CEO of Asia Pacific, Logica*
Frances Karamouzis, Vice President, Gartner*
Howard Kiewe, Senior Research Analyst, Info Tech Research Group
Atul Nanda, Director of Technical Support, Salesforce*
Nikhil Rajpal, Principal, Everest Group*
Shivanu Shukla, Industry Manager, Frost & Sullivan*
James Velasquez, President and Country General Manager, IBM
Egidio Zarella, Global Partner-in-Charge, IT Advisory, KPMG*
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4:45 P.M. – 5:00 P.M. |
Conference Synthesis: Jonathan de Luzuriaga, Managing Director, Tholons
Southeast Asia |
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9:00 A.M. – 7:00 P.M. |
Business Matching |
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5:00 P.M. – 7:00 P.M. |
Free Time |
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7:00 P.M. – 9:30 P.M |
Farewell Night |
*Invited
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