Melissa Long Shuter

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?

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