Experience is the ultimate measure of service and process value delivery.

Both “customer” and “colleague” experience.

But it is no longer about “touch points” and “moments of truth”, it is about delivering full-cycle business value.

Sharing Best Practices with interactive discussions and exercises, this workshop will challenge and inform GBS and service delivery leadership, current or aspiring Global Process Owners, Service Owners and Experience Owners with practical models and tools to enhance end-to-end process/service alignment, innovation and experience across the organization.

The workshop will cover:

• Experience and the “End to End” Context

• “Shift Left” Thinking & Behaviours

• Expectations, Barriers to Success

• The role of AI and Technology in “Experience” Optimisation

• “What Does GOOD Look Like”

• WIIFM and the Customer Experience

• The Relationship between “Experience” and “Business Value”

• Managing the Stakeholder “Coalition”

• The “End to End” Process, Service and “Experience Ownership” Playbook

• Summary & Conclusions