Steve Fox

“Driving Business Value”, “End to End” & “Customer Experience” are on every leadership agenda. GBS and Shared Services deliver services that support functional elements of “end to end” business processes, but rarely, if ever, “own” these true “end to end” cycles. Despite the ambiguity, there are high expectations, aspirations and accelerated business value in a well-executed “end to end process” strategy.

Sharing best practices with interactive discussions and exercises, this session will explore some of the opportunities and challenges in enabling “end to end” process excellence and customer experience. It will introduce tools and tactics for GBS leadership, Global Process & Service Owners and other stakeholders (both “enabling” and “beneficial”) to drive successful outcomes at speed.

The workshop will cover:

• What problem are we trying to Solve?
• End-to-End Processes
• Customer & Stakeholder Experience
• The GPO role
• Aspirations & Challenges

Strategies for Success

• Influence vs Control
• “Outside-In”
• 4 Levers of Business Value
• Customer Experience
• “Think like a CFO”
• Stakeholder Engagement
• The Art & Science of Rapid Execution
• Critical Capabilities