Transformation Boardroom
Transforming Shared Services into a Strategic Differentiator Supporting Customer and Employee Experiences - The Executive Impact

*Held concurrently with 9th SSOW Malaysia Day 1 Main Conference – Tuesday, 14th June 2022

1hour 45 minutes


The Shared Services industry is transforming at lightspeed and re-balancing their focus from primarily cost optimisation to also incorporate value-creation. In this session we will explore how value-creation emphasises and embraces Customer Experience (CX) and Employee Experience (EX) to drive competitive differentiation.

Whilst stakeholders and users of Shared Services users might not be considered as ‘Traditional Customers’, providing a differentiated Service Experience can yield significant performance improvements benefitting the entire Enterprise.

At this Transformation Boardroom, let us discuss how we can create 'The Executive Impact' to drive both Cost Optimisation and Service Experience to the next level.


Tuesday, 14th June 2022

13:15 SSON Opening Address
13:20 Presentation By Verint
13:40 Transforming Shared Services into a Strategic Differentiator Supporting Customer and Employee Experiences - The Executive Impact
• Sharing and discussing recent research on Priorities for Service Leaders
• Discussing ‘What’s next?’ and how Shared Services leaders can position Shared Services as a strategic differentiator to drive CX and EX
• Exploring how you can capture experiences and improve CX and EX within the enterprise
• Creating a value proposition that will bring about sustainable and impactful change

Boardroom Moderator:
Sunil Aryan, Director Practice, Asia | Backoffice and Retail, Verint
14:45 Summary & Key Takeaways
15:00 Afternoon Tea & Networking Break

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