Key Topics and Themes

• "End-to-End" Process Alignment

• Digital Transformation and Customer Experiences

• Elevating Employee Experience

• Predictive Analytics for Decision Support

• Design Thinking for People Services

• Seamless Service Delivery with CX Integration

Featured Sessions

All CX Sessions

• How GBS Impacts Margin, Revenue and Cash

Explore the top drivers for delivering value-based improvements on core business results and hear. How GBS organizations are quantifying the impact.

• Think Tank: Seamless Customer Experiences: Unleashing Digital Transformation's Potential

In the realm of digital transformation, the gateway to enterprise value lies in crafting frictionless interactions. Join this session to explore how leveraging cutting-edge technology can revolutionize customer experiences. Unveil the transformative impact of digital technologies on customer engagement and satisfaction Navigate the intricate landscape of data-driven insights to personalize customer interactions

• Think Tank: Revolutionizing Customer Experience in Shared Services

Global Business Services (GBS) leaders are seizing a remarkable opportunity to position themselves as the ultimate authority in experience management. Experience management has emerged as a game-changing capability, dedicated to not only measuring but elevating the experiences that enterprises offer to customers, employees, suppliers, and all stakeholders. In this electrifying session, attendees will unlock the secrets to

- Create an enterprise experience hub by establishing a dedicated experience management capability within GBS to elevate interactions with stakeholders
- Infuse experience management principles not only to GBS services but also across the entire organization for a consistent, exceptional experience
- End-to-End orchestration, reorganize processes around end-to-end service delivery to craft compelling, unforgettable experiences for all service users

• Interactive Discussion Groups (IDGs)

- Empower, Engage and Elevate Employee Experience
- Using Predictive Analytics to Improve Decision Support

• A Step by Step Guide of Design Thinking for People Services

Design Thinking will help leaders understand the journey of their employees as we further enhance the process and experience we deliver.

• Track: Championing a Customer-Centric Paradigm to Enhance Outcomes with BPO Partners

- Leverage BPO partners to drive end-to-end process efficiency
- Developing centers of excellence to build capabilities and enhance customer experience
- Examine the system and processes and data required to make sure they are a fit for purpose

• Track: Customer Experience Management in Shared Services

Customer experience is crucial to shared services because it directly impacts the success, reputation, and sustainability of the entire operation. Join us to uncover strategies that elevate customer satisfaction, drive operational efficiency, and position shared services as a pivotal contributor to organizational success.

- Explore the pivotal role of CEM in reshaping shared services to focus on delivering exceptional value and satisfaction to customers

- Learn how effective CEM strategies align with shared services operations

- Discover how to position shared services as a strategic partner in organizational growth

• Track: Designing a Seamless Service Delivery Model with CX at the Center

Gain insights from a visionary executive who drove cultural transformation, resulting in impressive revenue growth. Explore strategies to seamlessly integrate customer-centricity into GBS operations Effortlessly embed customer-centric principles into GBS operations, amplifying service excellence and fostering innovation Leverage customer feedback, metrics, and insights to continuously optimize service strategies.

Speaker Spotlight

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.