Customer Experience (CX) at SSOW


SSON’s Shared Services & Outsourcing Week is a one-stop-shop for CX content. We’ve compiled 3 days of the best speakers and sessions for you to share with other CX professionals from around the globe. Register today for your opportunity to join the largest and longest running shared services conference. 





Why Attend?

The CX landscape has undergone significant changes, paralleling the transformation witnessed in finance and accounting over the past decade. We comprehend the foremost challenges faced by CX leaders and workers this year, and our program is thoughtfully crafted to cater to your specific needs. At SSOW, you have the freedom to shape your agenda based on what truly matters to you. Personalization, Seamless Omnichannel Experience, Customer Journey Mapping, Customer Retention, Brand Advocacy and more are priorities for organizations and will be discussed at SSOW! 

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Key Topics and Themes


  • Predictive Analytics
  • Streamlining Operations
  • Leveraging Self-Service Tools
  • Identifying Pain Points


Can't Miss CX Sessions at SSOW

Think Tank: Optimizing Sales and Marketing Operations through Shared Services Support

Panel: Simplifying the Ecosystem: Addressing Pain Points for Internal and External Customers

Workshop: Unleashing the Power of ChatGPT: Accelerating Transformation in Shared Services and Global Business Services

As a key member of the shared services operations team, Amy Lannum plays a crucial role in supporting the sales/marketing teams and ensuring the smooth functioning of CRM systems and field marketing. Discover how to provide extensive assistance in value creation, sales, and administration support, thereby enabling the sales teams to operate at maximum efficiency.
  • Incorporating sales and marketing into shared services operations
  • Supporting continuous improvement in sales operations by identifying areas for improvement and implementing solutions to streamline operations and improve outcomes
  • Ensuring that sales leadership can confidently leverage CRM data by working closely with the sales teams to identify their needs and requirements

In this panel, we'll dive into the pain points that internal and external customers are experiencing during modernization and explore ways to simplify their experience. Our experts will discuss how to create a talent destination, transform and simplify work processes, and change the perception of shared services. Join us to learn best practices and strategies for streamlining your ecosystem.
  • Identify pain points for both internal and external customers in the modernization process
  • Discuss strategies for creating a talent destination and attracting top talent
  • Learn how to transform and simplify work processes to enhance the customer experience
  • Explore ways to change the perception of shared services and improve stakeholder engagement

Join us for an interactive workshop that unveils the transformative potential of ChatGPT in shared services and global business services (GBS).


  • Harnessing the AI Advantage: Explore how ChatGPT can supercharge your shared services operations and elevate your GBS offerings to new heights
  • Real-Life Success Stories: Learn from real-world case studies of organizations that have harnessed ChatGPT to enhance customer support, automate processes, and optimize resource utilization
  • Implementing ChatGPT in Your Organization: Gain step-by-step guidance on how to effectively integrate ChatGPT into your existing systems
  • Building a Dynamic Knowledge Base: Discover how to leverage ChatGPT to create an intelligent knowledge base that empowers self-service and accelerates problem resolution
  • Ensuring Ethical and Responsible AI: Dive into the ethical considerations of AI implementation




View all the speakers


Additional CX Resources


Top 10 Technologies Enhancing Customer Experience in Shared Services
Shared services and global business services (GBS) professionals are key to enhancing customer experience across the entire enterprise. By leveraging their skills and knowledge, organizations can consistently deliver high-quality services that meet or exceed customer expectations. In order to help drive a positive customer experience, however, shared services and GBS centers will increasingly rely on new and emerging technologies.
Leading Order-to-Cash Amid COVID-19
While the fears of economic uncertainty and global recession are grappling every business amid the COVID-19 pandemic, focus on cash flow - managing risk, maximizing liquidity from receivables, and optimizing worker capital - has become paramount for every business - big or small.
Transforming AP Operations: More Than Adding Automation, It Requires Content Intelligence
The pandemic put a spotlight on manual invoice processing and paper plagued workflows. Shared Services teams found themselves thrust into remote work with operations that still relied on paper-based processes executed with manual workflows and handoffs. The future of work includes remote work as a key component to renewed organizational design and workflows. How has work been redesigned as a result of what accounting teams learned from the pandemic?
How Establishing a Governance Model Helps Outsourcing Accounts Receivable
The accounts receivable landscape has been changing at a rapid pace over the last several years. AR teams are currently seeing deductions and chargebacks go through the roof, and many are noticing difficulties with the order-to-cash process. In response, organizations are increasing their investment in automation to benefit these teams.
State of Order-to-Cash in Shared Services
The lagging health of the O2C process is reflected across key metrics, which tell a somber story: DSO is up, deductions are up, money is being left on the table. However, not all is lost. Service delivery and sourcing models are being reevaluated with a preference for captives; and automation-driven technology is proving effective at recouping lost cash. 

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