Shared services organizations (SSOs) in the Latin American region have been growing in both numbers and maturity over the last several years. With this growth comes new challenges such as talent retention and scaling automation technology. In preparation for SSOW this October in San Jose, Costa Rica, SSON Digital sat down with Eduardo Rocha, Global Business Services (GBS) Performance Manager at Schlumberger, to discuss the current state of shared services in the region and the challenge of growing silos in multi-functional shared service centers. In this report, learn about how Rocha's team implemented a customer experience program that relied on internal customer feedback to drive connectivity between each function in Schlumberger's GBS model.