The State of Shared Services Industry Report 2017: Fundamentals Trump Innovative Solutions

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Wednesday, February 08, 2017
09:00 AM - 10:00 AM EST
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The past two years have been full of dramatic headlines foretelling the end of Shared Services as we know it. A new “digital” workforce, we’re told, will be running much of the show. Management will only be interested in data and the story it tells, and the ‘services’ role of Shared Services will be automated away.

Well not so fast... 

The reality, as you know, is that the fundamentals of Shared Services – providing cost-effective, reliable support to the business – still count, and always will.

So this year, we bucked the trend and asked our members about the basics of services: How are you  serving customers? How do you measure success? How do you charge for services? How do you resource effectively? How do you set efficiency targets The results tell us a lot, not just about best practices, but about how SSOs are grasping at new opportunities to redefine themselves and their service. 

In this live presentation, SSON's Editor Barbara Hodge and SSON's Global Head of Customer Analytics and Research, Rochelle Hood, highlight the most important findings.

Join us for 30 mins to get a summary of our 2017 report.

Presenters:

Barbara Hodge
Global Editor
Shared Services and Outsourcing Network – SSON

Barbara Hodge is SSON's Global Editor and has been with the organization since 2000, having joined to launch Shared Services News (remember hard copy magazines?). She is now responsible for SSON's online portal content, including industry reports, case studies, surveys, interviews, etc – as well as everything else that makes SSON the most trusted space for practitioners from around the world. 
Barbara uses her extensive industry knowledge and connections to provide a unique perspective on the latest trends and developments across the SS&O landscape. She is the voice of ssonetwork.com, SSON’s online content portal, and she regularly conducts interviews with key industry figures to ensure SSON is a one-stop shop for shared services and outsourcing resources.
 
Prior to joining SSON, Barbara was Editorial Director at Armstrong Information, a London-based specialist publishing firm, with responsibility for launch and editorial content management for a number of management journals, including corporate communication, change management and business process reengineering. She started her career with Deutsche Bank Capital Markets in London, back in the days when investment banking seemed the cool place to be.


Phone: +1 904 824 3631
Email: barbara.hodge@ssonetwork.com


Rochelle Hood
Global Head of Customer Analytics and Research
SSON (USA)

Rochelle Hood serves as Global Head of Customer Analytics and Research for SSON where she is responsible for enhancing member value and experiences. 

Rochelle has managed operations and led projects in multiple disciplines including shared services, call center operations and information services. She is a certified Project Management Professional (PMP) attaining her credentials from the Project Management Institute and is a Lean Six Sigma Green Belt. Rochelle holds a BSc in Accounting and a Masters in Business Administration. Rochelle’s professional experience includes project management, process excellence and service delivery roles at IBM, QVC and companies in the defense contracting industry.

Phone: +1 321 574 8823
Email: rochelle.hood@ssonetwork.com 

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