10:00 AM - 10:20 AM (EST) | ISG PREDICTS: The Future of Work as We Know It (or not) | Organizations surviving the move to Work from Home and other restrictive measures to overcome the pandemic have learned to “adapt and overcome.” This adaptation has led to new ways of maintaining and enhancing their customers’ experiences and loyalty while at the same time increasing both productivity and engagement for the employee. These organizations have begun to address the Future of Work, but may be lacking two key ingredients. Most people are well familiar with the Digital Workplace and often equate it to the “Future of Work.” Yet the Future of Work is more than technology and support functions from the Information Technology Team. Going forward during this time of change, the Workplace of the Future must be able to address all its workplaces – the Digital Workplace (the technology used in business), The Physical Workplace (the places work is performed), and Human Workplace (how and by whom work is done). During this session, Dee Anthony, will review key prediction relating to the Digital, Physical, and Human Workplaces | Dee Anthony Director ISG | ||||
10:20 AM - 10:50 AM (EST) | FEATURED PRESENTATION: The Best Stories from the Happy, Healthy, Hybrid Office | Seven real world examples will reveal how you can safely bring your employees back to the office while delivering experience parity for those continuing to work from home. We will share lessons learned from the last year in COVID testing and proactive end user experience. | Weston Morris Sr. Director, Global DWS Strategy Unisys | ||||
10:50 AM - 11:20 AM (EST) | INDUSTRY SPOTLIGHT PRESENTATION: Workplace of the Future | The intersection of people and technology does not just fuel transformation, it also enables our future of work model for the whole enterprise. Giving our people the best employee experience, enabled by the best technology is our roadmap to win, even in the face of VUCA, to thrive in the 2020s. If you can think past pandemic state, to a point where we are able to co-locate, hold group meetings, shake hands… you can start to visualize our future workplaces. And as we design the future of work, we know that today’s COVID work environment becomes our jumping off point. We will never return to the way we worked in January. We will use all the learnings from this current virtual work experience as our baseline. Don’t look back. Take the things that worked well before, and the things that work well now and let's create the future. | Robert Castello CIO Stanley Black & Decker | ||||
11:20 AM - 11:25 AM (EST) | INNOVATION LAB: Back to Work | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
11:25 AM - 11:40 AM (EST) | ISG INSIGHTS: The Employee of the Future | We have been talking about the workplace of the future for years. But what about the employee of the future? As enterprises build hybrid working environments with an emphasis on remote working, there will be increased use of collaboration and communication solutions offering greater standardization and integration with business applications. However, hybrid solutions can be more difficult than all employees being remote. Enterprises run the risk of creating silos of those who are in the office versus those that are remote. When inclusion is a key driver for productivity and engagement, what does getting back to “normal” actually look like? And more important, what does enterprises must do to safeguard employee productivity while keeping also an eye on work-life-balance which is in danger when the boundaries between work and private life fade? | Martin Mitrega Director ISG | ||||
11:40 AM - 12:10 PM (EST) | PANEL: Evolving the Digital Workplace for the Digital Workforce - The Heart of Remote Employee Productivity | Balancing technology and humans is at the heart of digital transformation; and, in the age of mass remote working, collaboration and productivity solutions, flexible schedules, and work life balance the Digital Workplace is at the heart of supporting the dynamic nature of the current “future” workplace. What should organizations consider in order to enhance the employee experience within this new Digital Workforce. There are many aspects to consider to maximize output such as gamification, mental health assessments, cybersecurity training. With so many people working at home, how do you meet the demands of keeping people connected and maintaining operational teams and service delivery? How can you anticipate the crucial changes to your employee needs and their work locations? | Anthony Rhem
Principal Consultant
ISG Dante Myers, PhD Vice President, People Analytics, Insights & Research BlackRock Ankit Saxena People Analytics and Workforce Planning Leader MassMutual Frank Cottle Chairman & CEO Alliance Virtual Offices & Allwork.Space | ||||
12:10 PM - 12:40 PM (EST) | FEATURED PRESENTATION: Designing the future of work: Technologies, workforce and culture. | The pandemic has driven organizations to enforce remote working and made organizations aware that no business is immune to disruptions. Companies continue to undertake digital business transformations to create remote-work friendly digital workplace blueprints. While emerging digital technologies have redefined the future of work, they have also created a distinct culture of their own, impacting overall work experience. As organizations prepare for the future of work, Leaders must embrace new skills to engage with employees and drive change management to improve workplace culture. They should also embrace a human-centered workplace to help organizations address the unprecedented challenges of remote working by maintaining productivity, ensuring security, and providing a seamless experience. Join us for an insightful session to learn about: • How to embrace disruptions to emerge stronger and more resilient • Key focus areas to create remote-work friendly digital workplace blueprints • Safe and secure return of the essential workforce back to physical workspaces | Rakshit Ghura Senior Vice President & Global Head, Digital Workplace Services, HCLTech HCLTech | ||||
12:40 PM - 1:10 PM (EST) | FIRESIDE CHAT: A Workforce Fit for the Future | In this session, Christine Putur, EVP of Technology & Operations at REI Co-op, shares REI’s learning journey as they focus on creating optimal conditions for teams to do their best work. They are driving towards a hybrid way of working, connecting and belonging. As part of their learning journey they are re-examining everything from cultural and behavioral norms to policy, technology, and operational practices. Given the current dynamic environment, REI has established guiding principles to inform decisions as they test and learn into a new way of working; they are excited to both share their story and to learn from others in the industry. | Chris Putur
Executive Vice President, Technology and Operations
REI Co-op JOHN WESTFIELD Partner ISG | ||||
1:10 PM - 1:15 PM (EST) | INNOVATION LAB | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
1:15 PM - 1:30 PM (EST) | ISG INSIGHTS: Customer Care – Providing a Seamless & Effective Experience | Customer Care has always had shifting goal posts, with ongoing process changes, additional channels to serve, in-house/outsource and that’s not even taking into account the technologies being used to serve your customers. Add to this the work from home need that COVID 19 has added to the mix, then it’s not a surprise that many organizations have been stretched and we’ve seen 3 years worth of change in as little as 6 months. What have we changed? What did we learn and what will stick around for the long term? Join Contact Centre & Automation specialist Wayne Butterfield for a whirlwind 15 minutes packed with hints & tips on weathering the COVID storm and setting up for future success in your customer care department. | Wayne Butterfield Partner ISG | ||||
1:30 PM - 2:00 PM (EST) | PANEL: Improving the Digital Customer Experience | When looking at the technologies that support representatives in their roles, automation tools, such as chatbots, are necessary for keeping pace with customer demands and helping staff work efficiently. The migration to the cloud has also created new opportunities for integration, automation and artificial intelligence in contact centers and service desks. When customer experience is at the heart of people strategy, how do you ensure your customers are receiving the level of attention that they are looking for? Our panel of experts will discuss questions such as: • How can you utilize AI and cognitive technologies to help predict and prevent issues and assist users through self-help? | John Sandoval
Principal Consultant
ISG Brian Clancy Learning & Performance Improvement AARP Felicia Jones Senior Director HR Business Transformation Capgemini Anis Mungapen Director - Global Field Operations Alarm.com | ||||
2:00 PM - 2:05 PM (EST) | INNOVATION LAB | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
2:05 PM - 2:45 PM (EST) | ISG STARTUP CHALLENGE | Entrepreneurs behind innovative solutions will each present pitches on why their technology is best and how it will add the most value to business. After some tough questions from our judges, the audience will have their chance to vote on which technology they are more likely to implement within their own organizations. Who should win this startup challenge? | Gianna Giavelli
President
Noonean inc Dee Anthony Director ISG Muriel Clauson Co-Founder and CEO Anthill Graham Anenberg Senior Inside Sales Manager Openpath Garry Stanis Principal Consultant ISG Brennan McReynolds Senior Vice President, Global Digital Lead CBRE Host CBRE, Inc. Sarah Diaz Consulting Manager ISG | ||||
2:45 PM - 3:00 PM (EST) | DAY 1 CLOSING THOUGHTS | Dee Anthony Director ISG |
10:00 AM - 10:20 AM (EST) | ISG PREDICTS: The Secret Sauce – Virtual Environments & the Need for Strategic Organizational Development | Your operating model is either optimizing your workforce to reach its fullest potential or disabling your workforce from even scratching the surface of what might be possible. Culture Cultivation and Mindset Modifications are necessary to achieving results in hot areas such as AI, Cybersecurity, Productization, Cloud, and of course, Workplace of the Future. Hear from ISG’s Missy Lawrence-Johnston as she forecasts which approaches, grounded in neuroscience, are the most effective to changing behavior to actualize human capital benefits. | Missy Lawrence Human Side of Digital & Adaptive Organization ISG | ||||
10:20 AM - 10:50 AM (EST) | INDUSTRY SPOTLIGHT FIRESIDE CHAT: The Workplace of the Future, Enabled by Technology | Digital Transformations require companies to be nimble and ready to respond to changing circumstances. CBRE created Host a few years ago in response to their clients’ need to provide a better workplace experience backed by innovative technology and services. With the advent of COVID-19, CBRE was able to take the product offering a step further to help their clients in their return to work journeys. Our event chairman (to be confirmed) sits down with Brennan McReynolds, Senior Vice President and Global Head of Host, CBRE’s digital workplace experience platform, to learn more about how CBRE Host took shape and what its future holds. | Dee Anthony
Director
ISG Brennan McReynolds Senior Vice President, Global Digital Lead CBRE Host CBRE, Inc. | ||||
10:50 AM - 11:20 PM (EST) | FEATURED PRESENTATION: Navigating Employee Experience in Ubiquitous Workplace: Emerging Technology, Innovation and Intelligent Platforms | The term "boundaryless enterprise" describes the enterprise of today and the future as well as of its employees. The enterprise model of today is fluid, highly adaptive and built on the ubiquity of computing resources. A boundaryless enterprise coupled with an increase of ubiquity of computing devices and work activities infiltrates the home with ease and spontaneity. For employees, this has led to "the always-connected lifestyle" where an enterprise and personal resources are perpetually accessible and interchangeable. Wipro’s LiVE Workspace ensures that any enterprise irrespective of its scale and size or business vertical can embrace technology accelerators which create a frictionless and seamless employee experience to access enterprise resources from anywhere, any device, any time in a secure manner. Moreover, it also ensures that technology support teams adopt solutions and processes which drive outcome-based services to enhance end user experience and productivity and at the same time takes care of the well-being of an employee. | Dee Anthony
Director
ISG Manish Garg VP & Business Head, Cloud & Infrastructure Services, Europe Wipro Christophe Zajpt CIO, Head of Consumer Experience ABB | ||||
11:20 AM - 11:25 AM (EST) | INNOVATION LAB: Live Workspace 3.0 | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
11:25 AM - 11:40 AM (EST) | ISG INSIGHTS: Smart Offices – Can People Return to YOUR Workplace? | The future of work has changed forever. After initially mobilizing the workforce to work at home in response to the pandemic, it is clear that a return to the workplace is in high demand for 2021. Working from home has created unanticipated consequences for the human workplace which has driven employees to need or want to return to the office – at least for some of the time. COVID-19 standards provide that employees are able to work safely in a secure environment where solutions such as body temperature screening, mask compliance monitoring, enhanced cleaning and sanitation, and occupancy analytics are implemented. Flexible and adaptable workspace must meet the needs of employees who need to collaborate or innovate within your physical workplace and former nice-to-haves, such as touch-free entry, occupancy sensors, and location sensors, are now necessary to maintain safety and social distancing. Are your facilities prepared with the right IoT (Internet of Things) capabilities? What data do you need to monitor on a regular basis to ensure your employees have safety, comfort, productivity, and peace-of-mind? | Iain Fisher Director ISG | ||||
11:40 AM - 12:10 PM (EST) | PANEL: Beyond & Within the Four Walls - Rethinking How Facilities & Technology Work with People | A truly “post-Covid” era has not yet arrived. Enterprises need to consider how to increase connectivity and enhance the overall office experience, providing value beyond being a space to sit at a desk and work. When your employees want to work from home AND the office in varying ways, how can you provide a seamless integration between the physical and virtual environments in order to increase productivity? Our industry experts will discuss how you can make physical and virtual workplace smarter and more efficient by answering questions such as -
| Paige Francis
Vice President for Strategic Initiatives, IT and Chief Information Officer
University of Tulsa Jim Kane Director ISG Jayne Lerman Advisory Advisory Jeff Martin VP, Workplace Experience Wells Fargo | ||||
12:10 PM - 12:40 PM (EST) | INDUSTRY SPOTLIGHT PRESENTATION: Creating Vital Spaces to Empower your People and Transform your Workplace | At Sodexo, people are at the heart of our business, and with the recent, significant changes to work and life we are not content with just thinking outside of the box. Rather, at Sodexo, we find ways to break through. Work is evolving and the spaces in which we work have never been more vital and because of this, Sodexo is rethinking workplaces. Join Alfu Miah, Sodexo Vice President of Sales Corporate Services, as he discusses how Sodexo is putting people at the heart of workplace transformation. | Alfu Miah Vice President, IFM Business Development North America - Corporate Services SODEXO | ||||
12:40 PM - 1:10 PM (EST) | FEATURED PRESENTATION: Overcoming Bottlenecks in a Small Dev Team – How Lendr developed 5 apps under 12 months | Join us for an interactive discussion with Nick Mates, Tech Lead at Lendr and Craig St. Jean, Director of OutSystems Center of Excellence at Netlink. Nick will share with us how Lendr delivered 5 apps under 12 months with 2 developers, and how using the OutSystems platform has impacted the digital experiences they provide to customers and employees. Key takeaways: • How the OutSystems platform revolutionized the way technology is developed at Lendr • How rapid, cost effective development paid off during the COVID crisis • Results! This impact on business, internally and externally. | Craig St. Jean
Director of OutSystems COE & MVP
Netlink Nick Mates Project Coordinator and Tech Lead Lendr | ||||
1:10 PM - 1:15 PM (EST) | INNOVATION LAB: Innovation Through Software for the New World | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
1:15 PM - 1:30 PM (EST) | ISG INSIGHTS: When Shift Happens: A New Paradigm for On-Demand Learning | Through rapid developments in technology and the massive shift from traditional to virtual work as a result of COVID-19, the way we work has evolved overnight. With little time to properly prepare employees for a successful transition, a new paradigm for learning is needed. The new world requires shifting from traditional learning models to digitally supported, on-demand learning solutions. Upskilling has become a business imperative to ensure employees can effectively use new tools such as automation, collaborative technologies, and cloud solutions to succeed in their roles. Is your organization prepared to make this shift? When traditional training models no longer work, how can organizations bridge the learning divide to provide flexible, on-demand learning experiences? How do you prioritize and optimize your digitally enabled learning strategy to develop the right skills now so your employees can thrive in the new world? | Doug Teachey Partner INFORMATION SERVICES GROUP | ||||
1:30 PM - 2:00 PM (EST) | PANEL: Empowering Employees with Learning & Development Initiatives | The rapid shift to remote work in 2020 in response to the pandemic delivered a surge in online learning and a transformational move from face-to face to virtual leadership. Many companies turned to mobile learning to support dispersed employees, providing upskilling and reskilling in the soft and hard skills that are essential for success. New job roles and skills are needed for the new world of work, but employers must not overlook the important role learning plays in employee satisfaction and overall wellbeing. Don’t miss the opportunity to transform your teams and organization through learning and development. Our panel of experts will discuss how to help professionals realize their full potential with essential skills and information to prepare for technology transitions, and answer important questions, such as: • How do you instill a learning culture to keep up with constant workplace transformations and existing skills gaps? | Summer Davies
Senior Manager, Leadership and Talent
Mars Inc. Kara Dogali Director, Talent and Organizational Development Information Services Group DeRetta Rhodes, PhD EVP/Chief People Capital Officer Atlanta Braves Brad Fisher Learning Transformation Leader | ||||
2:00 PM - 2:30 PM (EST) | Featured Presentation: Transforming Workforce Learning & Engagement | This presentation will demonstrate how LTI has taken a “platform approach” to transforming workforce learning and employee engagement, enabling new ways of working in our “New Next.” We are seeing an unprecedented opportunity to shape the future of work. | Greg Dietrich Head of Americas Delivery LTI | ||||
2:30 PM - 2:35 PM (EST) | INNOVATION LAB | These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business. | |||||
2:35 PM - 3:05 PM (EST) | INDUSTRY SPOTLIGHT PRESENTATION: Creating Community in Virtual Formats | After sitting on zoom meeting after zoom meeting, it can be difficult to delight and wow your learners. The virtual world can be isolating and disengaging. We also know that during times of disruption, finding community and connection can make all the difference. The power in creating community and connection virtually lies within the small and important details of how we gather. How we invite others to join programs, how we encourage participation and how we structure learning experiences can have a dramatic impact on program outcomes. And as we learned in 2020, you can’t just take an in-person program and run it virtually. Join us on this inspiring journey as Stacey Johnson, Head of Kraft Heinz's Leadership & Culture Academy, shares how Kraft Heinz has designed programs to build community in a virtual-only reality. In addition, you’ll also hear how the Company’s purpose and values influenced design choices that built strong networks and created more impactful learning experiences. During this session, Stacey will share reflections on: • Leveraging the Company’s Purpose, Values & Leadership Principles to create and design learning programs for impact • Designing discovery-based program activities that encourage virtual relationship building • Enlisting stakeholders and partners to reinforce opportunities to build community and connection | Stacey Johnson Head of Leadership & Culture The Kraft Heinz Company | ||||
3:05 PM - 3:15 PM (EST) | FINAL THOUGHTS: Turning Notes into Actions | After two days of great content, what do you do with it? ISG’s Dee Anthony will provide guidance on what your next steps should be to transform your workplace! | Dee Anthony Director ISG |