Rochelle Hood

Global Head of Customer Analytics and Research Shared Services & Outsourcing Network (SSON)

Main Conference Day Two: Wednesday, 25 September 2019

Wednesday, September 25th, 2019

11:45 AM How Analytics is Changing the Global Shared Services Atlas

Enterprise organizations are examining where to deliver work and  reassessing sourcing models in the age of digital workers. With  labor arbitrage falling further down the criteria list for evaluating service delivery locations, knowledge and talent skill levels begin to rise up. What are some of the categories of comparison and how does digital transformation change their priority. Get an up-close look at the categories and analytics leveraged to answer these questions.

2:15 PM The Devil is in the Data and There’s a Halo in the Metrics

KPI’s and SLA’s are routine measures of Shared Services performance but what are the metrics your customers really care about? How have you refreshed your metrics and leveraged new data points produced from process automation? What sources do you use to benchmark your results after transformation initiatives?

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

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