Customer centricity is the new norm in shared services for driving value-add for customers. In fact, according to data from SSON R&A, 63% of SSOs and GBS in Europe are prioritizing customer centricity to advance relationships with their client base.
It's evident the global impact of the COVID-19 pandemic made establishing a customer centric culture a must-have for SSOs, with the contact center being the perfect place to begin establishing that culture. And as 28% of shared services oversee customer contact centers, and a further 64% are either expanding their scope or thinking about it, it has become clear that having shared services cover contact centers is on the rise.
While customer centricity is clearly on the rise, it begs the question, what does customer centricity mean to shared services? In this eleven-page report questions such as that will be answered, as well as:
- How can AI transform customer contact?
- What is the impact of AI on customer-facing employees?
- What does the future hold for the SSO that can harness customer centricity?