Melissa Hankinson

Deputy Director Quality & Service Improvement University of Canberra

Day One: Tuesday, 29th September 2020

Thursday, October 29th, 2020

9:10 AM Panel Discussion: How To Restructure Your Shared Services Delivery Model to Enable Customer Centricity at Scale

As part of transforming enterprise service provision, businesses must first consider the structure of their current service model. This session will bring leaders together to outline how to build a customer-centric model which is scalable.

• Evolving service delivery models that drive agility and scalability

• Electing the right model for your organisation and designing with key stakeholders in mind

• How automation and intelligence can improve both product and employee experience

• Understanding your customer and core service promises