Melissa Long Shuter
Executive Director of Business Operations
University of Louisville
Main Day 1, Thursday, April 25, 2019
Thursday, April 25th, 2019
With digital disruption impacting the workforce, enhancing your SSC to be
attractive to each generation of talent should be top of mind, and so should
ensuring that your talent pool has the right skill sets to meet the demands of your
mature SSC. This session will provide tools and insight needed to ensure your talent
can meet business challenges. Questions we will address include:
∙∙ What’s the best way to develop and evolve your workforce with skills needed
for the future?
∙∙ How do you develop succession and career planning strategies to support
and engage the next generation of shared services leaders?
Main Day 2, Friday, April 26, 2019
Friday, April 26th, 2019
2:05 PM SHARE THE LOVE: ESTABLISHING A CULTURE OF CUSTOMER EXCELLENCE WITHIN YOUR SERVICES ORGANIZATION TO MEET THE NEEDS OF YOUR CUSTOMERS
Customer experience is becoming increasingly important for customer loyalty. Getting to know your customers, listening to their needs and formulating a robust customer experience strategy to ensure their expectations are met is a way of providing excellent customer service. In this session learn the importance of embedding customer excellence into the DNA of your shared services organization in order to gain insight into what your customers truly want.
∙∙ How to measure your customer’s expectations so you can supply them with the services they require
∙∙ How to create a customer service culture that puts the customer first and foremost, without exception, day in and day out
∙∙ Create a shared vision for business services – communication is the key
∙∙ Agile service – building a model that can adapt quickly to changing business needs