8th April 2025 | Virtual Summit

In many GBS, customer experience can be neglected. Focus is often placed on the process rather than the surrounding experience. This can create a disconnect between an organization, its customers, and employees. Achieving optimal service excellence involves acquiring a deeper understanding of the customer journey. Whether this is introducing technology to support your CX initiatives or creating an entire cultural mindset shift surrounding CX. Ultimately, the goals of any GBS are fundamentally fuelled by customer centricity. Delving into and exploring this topic further, SSON is bringing together various experts in the customer experience and service management field, to discuss in detail how you can elevate customer experience within your GBS, overcome the bottleneck of the limited mindset surrounding CX, and harness technology to assimilate into your CX and EX operations seamlessly.