March 23 - 26, 2020
Rosen Shingle Creek, Orlando, FL
Suzanne Leopoldi-Nichols, President of Global Business Services at UPS
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Suzanne Leopoldi-Nichols


President of Global Business Services
UPS

Workshops & Master Classes Day One: Tuesday, March 12th, 2019

Tuesday, March 12th, 2019


12:50 PM KEYNOTE PANEL: Using Transformation as an Opportunity in Shared Services & GBS

Does it seem that every company is going through a transformation? There is no doubt that we are living in an increasingly transformative period, classified as the age of acceleration. This acceleration is illustrated by massive disruption happening at high velocity to our traditional business practices. It is an age in which entire industries are being reshaped with routine business models being rendered useless in favor of more agile people, plans and processes. It’s a period where the premium for more innovative and effective shared services operating model design and execution has never been more important.
Let’s talk about how transformation can actually be the catalyst to finallymove your SSC to multi-functional, or your multi-functional SSC to a
GBS or your GBS into a truly valued business partner. We’ll explore
specific examples of what to do (or not do) during transformation with
guidance on how to leverage new knowledge, processes, practices and
talent. Don’t miss this lively keynote panel to hear how several SSOs are capitalizing on their organization’s transformation.

4:20 PM Engineering a Culture of Customer Intimacy at Scale

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?


Check out the incredible speaker line-up to see who will be joining Suzanne.

Download The Latest Agenda