The importance of customer centricity in today’s world is only rising.

As SSOs prioritize customer contact in their service offering, increasingly judge performance based on how satisfied a customer feels about their experience, and compete for agents skilled in customer service, digital tools will be key to monitoring, managing, and improving the customer journey.

Due to the adoption of the GBS model, SSOs are perfectly positioned to design and deliver digital services that meet customer needs. The main challenge then, is investing in digital tools that meet multiple touch points throughout the customer journey, while also providing insight and opportunities for improvement in their experience.

This report will explore how digital self-service fits into shared services’ existing digital initiatives, and how it can take SSOs value offering to the next level. 

It will answer these key questions (and more):

• How can shared services contribute to the customer experience?
• How can technology better enable self-service?
• Where are the key points in the customer journey to improve their experience?