As shared services look to position themselves as business partners, many are refocusing their strategy to align with that of the business and are increasingly taking a design thinking approach which places the customer as the focus and starting point of everything they do. This category will focus on how business services are using Customer Experience tools – e.g. process and journey mapping, design thinking – to achieve a consistent and seamless experience across all of the touchpoints, for both internal and external customers. It will also concentrate on the strategy, methodology, initiatives which have led to improvements in customer focus and the benefits seen.

SSON's Shared Services & Outsourcing Impact Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives.