December 12, 2023   |   9:00 am EST

Utilizing CX As Your Secret Weapon For Incredible Shared Service Growth

Customer Experience has long been one of the differentiators between a shared service that’s just surviving and one that is thriving. In fact, experts say that, in order to succeed, GBS operating models must evolve to be organized around the customer and employee experience. Indeed, whether it’s transforming a process, implementing automation or integrating new services, the customer must be considered at every stage of the shared services journey. To share inspiration and best-practice, SSON have gathered together a series of customer experience and service management experts to talk about how you can supercharge customer experience in your GBS, build trust and scale your customer service efforts with the use of digital solutions.

Key Themes Include:

• Powerful Metrics To Analyze And Track Your Customer Experience
• Using Generative AI The Right Way (For The Right Tasks, Functions And Services) 
• The Link Between Customer Centricity And Value-Added Services
• Best Practice For Service Management And Partnering
• Positioning Automation As An Enhancement To CX (Not A Barrier)