SVP Global Business Services
Workshops & Master Classes Day One: Tuesday, March 12th, 2019
Tuesday, March 12th, 2019
As customer expectations and behaviors have caused seismic shifts across entire industries and business models, companies have enhanced their focus on customer experience through front, middle and back office processes. How are business services utilizing traditional Customer Experience (CX) tools - e.g. journey mapping, design thinking - to achieve a consistent and seamless experience across all of the touchpoints with both internal and external customers? How are business services partnering with internal customers to ensure the end-to-end process addresses external customer needs?
Global business services are put into place to help optimize E2E processes, create stronger frameworks and governance, deliver expanded value through multiple functional areas and enable speed and agility at scale. The model is proving successful for many, but for some centralized groups, the model is introducing greater organizational complexity without better performance. This panel will explore the reasons organizations have chosen to deconstruct their global business services or reconstruct them as pressures, drivers and needs have changed for their organization. Further discussion will be had on why and how the change is happening, and what the future value proposition and operating model is for GBS organizations.
Day Two: Wednesday, March 13th, 2019
Wednesday, March 13th, 2019
Are you maximizing your shared services organizations metrics? Shared services have always been focused on monitoring KPIs and keeping close tabs on industry benchmarks and “best-in-class”. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers. This session will explore practitioner insights from SSON’s 2018 “Most Admired SSOs” to derive what real business benefits can be driven from crunching the aggregated data of their peer set and beyond, key early journey compass-setting, how to normalize data collection as you mature, and using roadmap forecasting to establish a baseline for simulating future data for comparison.