2025 Agenda: Day Two

Within the competitive shared services landscape, agility is no longer a luxury, it is a necessity. Staying ahead requires organizations to adopt flexible, scalable solutions that empower teams at every level. Low-code and no-code platforms have revolutionized the way businesses approach process improvement, enabling citizen developers (non-technical users) to create workflows and automations without extensive coding expertise.

In 2024, CMI won the SSON Finance Impact Award- achieving a 100% standardization rate within document management processes. Part of this triumph stemmed from the organization leveraging citizen developers. Are you looking to achieve this level of efficiency?

Are you looking to level up your processes quickly? In this session, we will cover:

1. The Power of Low-Code and No-Code Platforms: How these technologies drive faster innovation, adaptability, and process improvement.
2. Empowering Citizen Developers: fostering a culture of grass-roots continuous improvement to enable non-technical users to design and optimize workflows
3. Real-World Success Stories: Examples of how democratized process management is accelerating digital transformation and delivering measurable value.
4. Lessons Learned: the Do's & Dont´s when applying low-code solutions.

Join us to explore how low-code platforms can help your organization deliver smarter, faster workflows and stay ahead in a competitive landscape.

Amadeo Girón Paz

Continuous Improvement & Transformation Director
CMI

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In today’s fast-paced, data-driven environment, digital dashboards are essential for driving process improvement. However, leveraging a truly impactful dashboard goes beyond technical features and requires a people-centric approach. By focusing on employee experience, customer experience, and user experience, organizations can implement tools that empower teams, streamline processes, and enhance service delivery.

Join us to discover how to design and implement user-friendly dashboards that not only meet business goals but also deliver measurable value for the people who rely on them. In this session, we will cover:

1. The Role of Digital Dashboards: Understand how dashboards drive process improvement and support strategic goals by offering predictive, prescriptive, and real-time insights.
2. Effective Tool Selection for Elevated User Experience: Learn how to choose the right tools for seamless integration, actionable visualizations, and accessibility for non-technical users.
3. Designing People-Centric Dashboards: Learn to create dashboards that empower employees, improve customer satisfaction, and deliver a seamless user experience.
4. Identify Key Customer Experience Metrics: Design dashboards that track and improve customer satisfaction metrics through real-time feedback and process alignment.

Whether you are focusing on optimizing internal processes or enhancing customer satisfaction, this session will provide actionable strategies to design and implement digital dashboards that keep people at the center of your process improvement efforts.

Discover how Smith + Nephew achieved $39m in working capital improvement and a 38% increase in customer satisfaction in just one year.

In the highly competitive landscape of global healthcare, Smith+Nephew’s O2C Excellence Program has become a gold standard in process transformation. By integrating Lean Six Sigma methodologies, robust change management, and cutting-edge technology, this initiative revolutionized the company’s O2C process and ultimately won SSON's Business Transformation Impact Award 2024. 

Join us as a true thought leader in process improvement discusses: 

• Process Innovation: Learn how the program leveraged over 200 improvement ideas and unified global operations through targeted workstreams.
• Continuous Improvement Best Practices: Discover how structured methodologies such as Lean Six Sigma and data-driven governance were instrumental.
• Customer-Centric Transformation: See how transitioning from anecdotal feedback to systematic customer satisfaction measurement impacted the process. 
• Overcoming Challenges: Explore real-world strategies for addressing resistance, resource constraints, and IT complexity during large-scale transformation efforts.

This session is an opportunity to dive into the mechanics of a transformative journey that not only delivered results but also laid the groundwork for continuous, scalable improvement. Experience how Smith+Nephew achieved excellence by aligning operational improvements with its mission to create a positive global impact: Life Unlimited.

Pascal Biderbost

Vice President – Order to Cash, Real Estate & Strategy
Smith & Nephew

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