14 August 2026 | Post-Conference Focus Day
Redefining Customer Experience Excellence for Shared Services & GBS Service Delivery
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address from SSON Network
10:35 am - 10:40 am
Opening Remarks from the Chair
10:40 am - 11:20 am
Case Study | Redefining Customer Experience in Shared Services Beyond SLAs and Satisfaction Scores at International SOS
Johann Ang -
VP Operations and Head of Manila Site,
International SOS
Examining how International SOS is moving beyond traditional SLAs to redefine service quality and value in shared services.
- Shifting performance management from output-based SLAs to outcome-driven service metrics
- Embedding proactive service ownership to prevent recurring operational breakdowns
- Integrating digital tools to improve transparency and responsiveness in critical service environments
- Demonstrating impact through improved reliability, stronger client trust and sustained performance gains
11:20 am - 12:00 pm
From Fragmentation to Control: Rebuilding Customer Operations After Rapid Acquisition
Sandeep Sharma -
Head of APAC | Customer Excellence,
Iron Mountain
This session explores how Iron Mountain's APAC Customer Excellence function is addressing these challenges across 13 markets and redesigning a more integrated, scalable customer operations model.
- Diagnosing operational fragmentation by mapping inherited systems, billing models and customer processes across multiple acquired businesses
- Re-establishing control by defining a regional customer operating model that balances market autonomy with clear governance
- Applying AI and digital tools to improve data visibility, harmonise processes and accelerate integration across markets
- Moving from reactive integration to proactive design by building scalable customer operations frameworks that support long-term growth
12:00 pm - 1:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:00 pm - 1:40 pm
Embedding a Customer Mindset into Shared Services Operating Models
Restie Ramirez -
GBS SSC Manila Site Lead and Accounting Operations Director,
Thermo Fisher Scientific
- Redefining service standards and accountability frameworks to prioritise internal stakeholder experience
- Aligning operational KPIs with responsiveness, reliability and business impact
- Empowering frontline leaders to resolve service gaps rather than escalate them
- Measuring success through improved stakeholder satisfaction, reduced turnaround times and stronger service consistency
Restie Ramirez
GBS SSC Manila Site Lead and Accounting Operations DirectorThermo Fisher Scientific
1:40 pm - 2:20 pm
Case Study | Measuring and Improving Customer Experience in Shared Services Delivery at APL Logistics
Elaine Grace -
Director, GBS,
APL Logistics
- Designing experience metrics that link service delivery performance to enterprise operational outcomes
- Standardising global reporting frameworks to improve visibility and accountability
- Identifying friction points across cross-border service interactions and redesigning processes accordingly
- Demonstrating measurable improvements in service reliability, stakeholder confidence and operational efficiency
