BIG DISRUPTION SPEAKER: Kandy White, VP Service Technology at ADP
She will deliver the keynote presentation addressing Constructive Technologies and their potential to disrupt your business. Utilizing her own experience with a wide variety of digital transformation efforts, she will share learnings and practical applications of 5G, edge computing, AI enabled machine learning, robotics, IoT, and how these technologies will shape consumer experiences in 2020 and beyond. As these emerging technologies reach their potential, enterprises that postpone adoption will fall behind their competitors. She will discuss how these technologies are already impacting industries today, while providing insights on how to distill the fear of digital transformation to get stakeholders and organizations mobilized for the future.
Kandy is a recognized leader with experience leading in multiple disciplines and industries spanning telecom, media, and finance. Leveraging her 20 years of leadership in Global Fortune 250 companies, she has helped organizations navigate transformation by bringing technology and talented people together to create simple, engaging digital and personalized experiences. Through direction of multi-million dollar technology investments, her teams have delivered more than $750M in margin growth over the past decade.
Kandy is currently the Vice President of Service Technology at ADP (Automatic Data Processing, Inc.) serving the Small Business Segment and sitting at the heart of ADP’s Digital Transformation. She creates and formalizes product and technology strategies and roadmaps through partnerships spanning multiple functions. She provides strategic direction and leads a global organization responsible for the procurement, deployment and maintenance of service technologies, business processes and operating metrics for the SBS service enterprise. She advocates for the technology needs of clients and associates serving as the key liaison with Field GMs and Corporate executives across 12 unique business communities.
Leveraging innovative data analytics to identify and attack common client and associate problems, her current focus is evolving the B2B Digital Service strategy and integration of next gen tech for predictive AI, Machine learning and Natural Language Processing, chat bot expansion, guided self-service, asynchronous messaging, and biometric authentication.
Kandy is a trained psychologist and technophile that gravitated toward roles in IT early in her career, ultimately becoming a seasoned senior leader in technology where she optimizes the intersection of people, process, and technology to deliver technology solutions that drive growth. She holds a Master of Science in Experimental Psychology from Southeastern Louisiana University and is ABD for her PhD in Industrial and Organizational Psychology from the University of South Florida. She is also a certified Lean Six Sigma Master Black Belt and Crisis Counselor.
Her unique experience is often sought after as a speaker and panelist at conferences spanning a variety of topics. She has served on the Information Management Forum (IMF) Advisory board and has served as an executive mentor and advisor for Women in Technology of New York (WiTNY), Everwise, and iWIN (International Women’s Inclusion Network). She’s a member of the National Association of Professional Women (NAPW) and the International Association of Women (IAW).
Kandy was born in the United States and has lived in Louisiana, Florida, New Jersey, and Georgia, where she resides today. When she’s not researching the latest digital trends, she enjoys hiking, kayaking, and traveling.
CLIENT ENGAGEMENT HUB (CEH)
Deployed a completely new dynamic associate desktop for more than 6K users: ADP’s client engagement hub (CEH) is an architectural framework that ties multiple systems together to optimally engage and service our clients. Our CEH allows personalized, contextual customer engagement, whether through a human, artificial agent, or predictive data across all business units. It reaches and connects all departments including Small Business Services, Added Value Services, Tax Centers of Excellence, Sales, and others allowing, for example, the synchronization of marketing, sales and customer service processes. On target to delivery $9M in cost savings enabled by sharing “one pane of glass”.
DIGITAL SERVICE TECHNOLOGY TRANSFORMATION
Working in concert with our Client and Associate Engagement Technology (CAET) team, we are actively deploying a common omni-channel platform across 7 unique business units. The industry leading platform will enable greater agility in delivery, shared experience across business units, and client journey data to enable ADP to refine the client experience across multiple products. This will drive exceptional omni-channel experiences, journeys, and relationships. Within the first year, we have shifted 20% of all customer contacts to lower cost channels with about 3% of all contacts handled by our virtual assistant, Rosie (powered by IBM Watson). Over 250K transactions have been served through chat and chatbot in the last 10 mos. Our clients have indicated a strong preference for these channels with about 35% choosing chatbot or chat as their preferred communication method. We expect to grow to 40% of all transactions in these channels in 2019.
IMPLEMENTATION AUTOMATION LEVERAGING AI
A completely automated E2E solution leveraging RPA, OCR, and NLP (Blue Prism, Captiva, and IBM Watson) to complete implementation of new clients and/or existing clients adding new products within minutes instead of days. Eliminating complexity through process re-engineering and automation of remaining process steps. On schedule to eliminate more than $3M in cost driven by manual processing. Over 500K transactions processed through Automation in the first year.
ASYNCHRONOUS MESSAGING AND SECURE MESSAGING CENTER
Driving client communications away from technologies like email, without depriving them of direct communication channels. The new messaging center must involve as few clicks as possible while also providing the user with reliable security, identity, and history of their interactions via this 24×7 channel accessed via a mobile device that is protected by biometric and device authentication.
BIOMETRICS AND DEVICE AUTHENTICATION
Eliminating the need for customers to remember company IDs, passwords, PINs and other information to quickly and simply gain access to our products and services, voice and fingerprint biometrics coupled with device authentication for phone, tablet, and PC will create a seamless experience for our clients while protecting their data and assets from fraud.
eVo, OUR NEXT GEN PRODUCT EVOLUTION
Creating a completely new, modern payroll platform for a digital-only, low touch client experience. Focus is on mobile-first, simplified experiences that make the payroll process seamless and the complexity of payroll and tax invisible, almost magical, to the small business owner. The product is the CRM. The experience is so intuitive that clients never have to think about it and can focus their energy on the needs of their small business customers.
Don’t miss out on the opportunity to see some of the biggest names in Data Science, Artificial Intelligence, RPA, IoT, Cyber Security and other fields by attending Big Disruption in April, 2019 in Amsterdam!