Philippines #1 Shared Services & Business Services Platform
August 11 - 14, 2026 | Hilton Manila, Philippines
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
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
Designing Shared Services Around Internal Customer Journeys
- Mapping end-to-end payroll and benefits journeys to identify friction points and improve employee experience
- Aligning HR shared services KPIs with employee trust, compliance and responsiveness
- Leveraging standardisation and digital tools to reduce processing errors and delays
- Demonstrating measurable outcomes through improved payroll accuracy, reduced escalations and stronger employee confidence
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
- 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
1:40 pm - 2:20 pm
Case Study | Measuring and Improving Customer Experience in Shared Services Delivery at 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
