Frank Casale
Founder & CEO, IRPA AI

Frank J. Casale is Founder and CEO of The Outsourcing Institute (OI) as well as the Institute for Robotic Process Automation & Artificial Intelligence (IRPA AI). Established in 1993, OI is a global marketplace and community of 70,000+ executive members including leading practitioners, service providers, advisors, thought leaders, industry observers and analysts. The mission of OI is to leverage the collective wisdom and best practices of this evolving outsourcing ecosystem along with the latest abilities of internet technologies to enable powerful alternatives for learning, networking, career development, publishing, transacting and relationship management for those in the outsourcing arena.

A pioneer and visionary leader with more than 15 years of outsourcing expertise, Mr. Casale continuously monitors industry and business trends to better identify new ways to increase the overall efficiencies, speed and success of outsourcing transactions and relationships.

He is noted for designing innovative industry tools, such as The Outsourcing Index, the premier state-of the-industry report on U.S. outsourcing, and for reliably anticipating market developments, such as the emerging role of the Chief Resource Officer (CRO), Outsourcing 2.0, and OI’s new Intelligence Network a virtual outsourcing community and marketplace.

His ability to identify industry needs and anticipate trends has led him to recently form the Institute for Robotic Process Automation. IRPA is an independent professional association and knowledge forum for the buyers, sellers, influencers and analysts of robotic process automation. The network and advisory services offer leading-edge market intelligence, industry research, best practices, latest trends, expert interviews and commentary from the pioneers and thought leaders of robotic process automation. IRPA offers alliance-building opportunities for stakeholders across service industry functions and helps business leaders position themselves at the cutting edge of knowledge work technology. As the CEO for the Automation Accelerator, a new business unit that harnesses the vast ecosystem of IRPA, Frank leads a team of seasoned professionals that help companies fast-track their assessment, integration and implementation of RPA, artificial intelligence and cognitive computing technologies.

Featured on CNN and CNBC, Mr. Casale is a leading commentator on outsourcing issues by major business and news organizations including The Financial Times, The Wall Street Journal, Business Week, FORTUNE magazine and The New York Times. An expert on the strategic utilization of people, processes and technology, Mr. Casale is a leading advisor to hundreds of organizations in their efforts to leverage internal and external resources efficiently and effectively. As creator of the first, largest and only neutral professional association in outsourcing, Mr. Casale continually sets the standard for outsourcing best practices.

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives:

• Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost and customer engagement
• Better contract flexibility with a new emphasis on delivering business outcomes
• Improved ability to identify and implement change with reduced time to benefit

Our series of four webinars will explore how organizations can achieve these goals:

Bringing Agility to Governance & Pricing
To become competitive, new approaches to contract governance and pricing are needed to complement increasingly digitalized and fast moving approaches to service delivery.  This webinar will investigate the effectiveness of more agile approaches, with stronger impact on business outcomes.

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives:

• Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost and customer engagement
• Better contract flexibility with a new emphasis on delivering business outcomes
• Improved ability to identify and implement change with reduced time to benefit

Our series of four webinars explores how organizations can achieve these goals:

Impact of Disruptive/Enabling Technologies on Operations
This webinar will look at examples of how outsourcing is being used to introduce “change-the-business” initiatives: new, typically digital, ways of working using technologies such as IoT to assist organizations in competing in native digital form with the digital disruptors impacting their sector.

Featured Expert Speakers:

• John Willmott, CEO, NelsonHall
• R.G. Conlee, Chief Innovation Officer & Automation, Analytics and Innovation Global Capability Leader, Xerox
• Daniel Goodstein, President, Outsourcing Institute

Successful IT outsourcing calls for a collaborative partnership between an organization and its IT provider in which everyone works towards defining and delivering higher levels of business value. When the primary focus shifts from cost savings to creating business value, the outsourcing relationship moves away from solely contract terms and service-level agreements towards a fully integrated, forward-thinking model that is directly aligned to the business strategy.
IT leaders often struggle to align outsourcing activities toward driving better business outcomes. This webinar will offer real perspectives from IT leaders including Mike Lang, former CIO at Honeywell International about how companies can leverage outsourcing as a catalyst for transformation and will demonstrate how outsourcing can become a vehicle to transform the service delivery model, bring new levels of speed and agility, and accelerate the journey toward becoming a digital business.

The webinar will provide actionable insights to:

• Liberate people from commodity tasks, allowing them to realign toward improving the customer experience, addressing exploratory technologies, and moving confidently into the digital enterprise.
• Discover new ways to deliver services that boost the agility, speed, and flexibility at which the organization operates.
• Go beyond cost savings by enabling the organization to achieve greater competitive advantage.

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives:

• Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost and customer engagement
• Better contract flexibility with a new emphasis on delivering business outcomes
• Improved ability to identify and implement change with reduced time to benefit

Using Analytics & AI to Increase Process Intelligence

Analytics was frequently used in traditional outsourcing contracts, in particular to identify breakdowns in processes causing sources of error and rework. And the nature of this use of analytics was frequently project based and reactive.

However, there have been major developments in analytics and artificial intelligence in recent years with the result that analytics is increasingly being built into processes to provide ongoing process insight rather than being used as a standalone project-based add-on. At the same time, analytics and AI are increasingly being used in a more predictive role, with the new generations of AI increasingly being applied in customer service to make recommendations to both agents and potentially direct to customers. This webcast will investigate the extent to which these trends are being realized and it is now possible to move from rear-mirror facing, project-based analytics to predictive analytics in support of process and customer optimization.

Featured Expert Speaker:

• John Willmott, CEO, NelsonHall
• Craig Saunders, Managing Director, Analytics Resource Center, Xerox Services
• Daniel Goodstein, President, Media & Events Business, Outsourcing Institute and Institute for Robotic Process Automation

This timely webinar will help you successfully navigate the changing landscape of today’s IT environment and improving multi-vendor governance.
Today’s IT environment is more complex than ever before. Organizations are faced with a daunting array of devices, services and vendors. Choosing among and integrating these new options for the best possible business outcome creates a host of new concerns. As organizations embrace innovative and distinct technologies, can they ensure the integrity of their service offerings? How can companies maintain a consistent level of quality across the board, providing a seamless transition to their customers? And by welcoming new providers, must a level of security necessarily be sacrificed?

Following are some highlights of what you will hear from our speakers:

• Learn how to achieve a holistic ecosystem approach, tight integration between IT buyers and vendors to integrate and automate support processes, manage ITSM service cases end-to-end and connect all participants (customers, partners, service provider, vendors)
• Case Study: Learn how Cisco has helped a global telecommunication company by streamlining incident management, cutting implementation time by more than half, improving real-time SLA and ticket updates, and thereby providing a much higher level of service and faster issue resolution

Continue Your Transformation Journey

Learn how to leverage Automation, Analytics and Machine Learning across all of your business processes

The next big leap will come from technology — but not just any technology. In this webinar, you’ll hear how Automation, Analytics and Machine Learning are changing the way organizations manage business processes. Because simply installing more software just doesn’t work.

Automating and accelerating those processes won’t come from quick-fix solutions which have limitations and aren’t enterprise-class. Siloed solutions can’t see the big picture, or think holistically about the business. These solutions can’t be integrated into an enterprise strategy.

In a world where today’s complex processes are still handled by people, change is coming from an exciting new front: Business Process Outsourcing powered by Automation, Analytics and Machine Learning.

Now is the time to make the move from traditional to digital business process outsourcing.  The choice is yours, you can either: Stick with siloed software solutions, cobbling together the people, process and technology models of yesterday OR Embrace Automation, Analytics and Machine Learning for maximum customer-centricity.

Expert Speakers:
John Willmott, CEO, NelsonHall
RG Conlee, Chief Innovation Officer, Automation, Analytics and Innovation Global Capability Leader, Xerox Services
Kal Rabb, Vice President, Automation, Analytics and Innovation, Xerox Services
Raheem Hasan, President and Co-Founder, IRPA

Learn how Automation, Self Service, Analytics and Personalization are changing the way organizations interact with customers

Exciting changes are happening: customer care will be everywhere and embedded in everyday products; interactions will be automated with virtual agents engaging in meaningful conversations with customers; companies will learn from every customer interaction, through every channel, and analytics will allow deeply personalized interactions that deliver great customer satisfaction.

Right now, every Customer Care leader has a choice:
• Stay the course and continue with the existing model, improving efficiencies and balancing demands for as long as you can.
OR
• Start the transformation journey, knowing that there’s a more sustainable, more value-generating (and more exciting) way to offer Customer Care going forward.

Expert Speakers:
John Willmott, CEO, NelsonHall
RG Conlee, Chief Innovation Officer, Automation, Analytics and Innovation Global Capability Leader, Xerox Services
Rebecca Scholl, SVP, Strategy and Portfolio Commercial Business Group, Xerox Services
Roberto Montandon, VP Strategy Customer Care Global Capability, Xerox Services
Raheem Hasan, President & Co-Founder, Institute for Robotic Process Automation

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives:

• Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost and customer engagement
• Better contract flexibility with a new emphasis on delivering business outcomes
• Improved ability to identify and implement change with reduced time to benefit

Featured Expert Speaker:
John Willmott, CEO, NelsonHall
Our series of four webinars will explore how organizations can achieve these goals

Before organizations can focus on “change the business initiatives”, they must optimize their core processes by using a dedicated emphasis on cloud infrastructure, cloud-based platforms, and RPA. This webinar will explore the new techniques and tools available to them.

From Hype to Reality: Man & Machine – An IRPA Ecosystem Webinar Series: Reality Check

This four-part webinar series brings together members from the IRPA ecosystem of buyers, providers, advisors, and analysts to share quarterly updates on the impact RPA, AI, cognitive computing, machine learning and intelligent automation are having on today’s business.

We’ll be kicking off the fourth of our webinars, “Reality Check ,” on September 28 at 12pm EST — In part four of our IRPA Ecosystem Webinar Series, we’ll present the year’s most compelling real world implementations and discuss the man and machine challenges we have yet to face and the progress made to date.