Bernardo Londono

Bernardo Londono

Center Head GSC DHL

MAIN CONFERENCE DAY ONE, TUESDAY, OCTOBER 21, 2025

4:15 PM Transforming Shared Services into a Customer-Facing Engine

DHL’s Global Service Centers are redefining what shared services can deliver. With 6,000 employees across five major hubs and a rapid nearshore buildout in Bogotá, DHL is shifting from purely transactional support to strategic, customer-facing operations. By enforcing global process standards, scaling automation through 100+ robots, and investing in bilingual talent (increasing from 30% to 71% in just two years), DHL is creating a service organization that drives value beyond cost savings.

  • Business drivers behind DHL’s evolution from back-office processing to a front-office mindset.
  • Process standardization, nearshoring, and automation enabling 200 new value-added roles.
  • Data-driven insights improving decision-making and customer support.

Check out the incredible speaker line-up to see who will be joining Bernardo.

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Shared Services

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