Philippines #1 Shared Services & Business Services Platform
August 06 - 09, 2024 | Shangri-La, Manila, Philippines
Pre-Conference SSON Masterclass - Tuesday, 6 August 2024
As the shared services industry sets to mature, there is a significant shift towards the evolving GBS model - it all starts with value and the ability of any business services organization to continue to add value. “Customer experience is key to the success for GBS– it is the next value driver for GBS”. This is especially true for Philippines’ centers where a large focus is on service delivery and customer experience.
SSCs that prioritize customer-centricity are better positioned to differentiate themselves in a crowded market, increase customer loyalty, and drive revenue growth. In this SSON Masterclass Day, we focus on best practices that SSC leaders are adopting to enhance customer satisfaction and drive business growth.
10:00 am - 10:30 am
Morning Refreshments & Registration
Customer Experience for Shared Services
10:30 am - 10:35 am
Welcome Address by SSON Network
Customer Experience for Shared Services
10:35 am - 10:40 am
Opening Remarks by Chairperson
Jonathan Tam -
Head, APAC People Services,
foodpanda
Customer Experience for Shared Services
10:40 am - 11:20 am
Big Idea! Keynote | Beyond Beanbags, Burgers and Beaches: A Behavioral and Data Sciences Approach to Enhancing Employee Experience
Cliff Eala -
Board Director | Behavioural Strategist | Technologist | Author,
Bayad
Beanbags, burgers and beaches are default tools managers use to enhance employee experience. Beanbags come with billiard and ping pong tables, lounges, gardens and game rooms. Burgers come with beer and daily barbeques. Beaches represent opportunities for team building and wellbeing seminars. When salaries are at par with the industry, they represent no come-on, and managers layer on beanbags, burgers and beaches. But, when every industry player uses these same tools, how do we elevate employee experience?
A behavioral and data sciences approach to this challenge starts with defining a measure representative of our desired employee outcome, e.g., retention rate. We identify behaviors predictive of retention and find workplace contexts and emotions associated with these behaviors. We then implement programs to promote these behaviors and contexts by mapping employee journeys, diagnosing barriers and benefits, and designing change interventions. Discover how to operationalize this scientific, data-driven and innovative approach for sustainable employee wellbeing, retention and productivity.
Customer Experience for Shared Services
11:20 am - 12:00 pm
Revolutionizing Employee Engagement through Digital Tools
Jonathan Tam -
Head, APAC People Services,
foodpanda
- Streamlining processes to optimize workflows, reduce manual tasks and increasing efficiency
- Exploring digital solutions that facilitate seamless communication channels, promoting collaboration and fostering a sense of connectivity among employees
- Utilising data-driven insights to personalize employee experience
Customer Experience for Shared Services
12:00 pm - 1:30 pm
Lunch & Networking Break
Customer Experience for Shared Services
1:30 pm - 2:10 pm
Redesigning the M&A Process Framework that Aligns with the Customer Needs
Domnina Galvez -
Head for Record to Report,
Coca-Cola Bottlers Business Services
- Adapting a flexible service delivery approach to meet client needs and prioritize support whilst sustaining SLAs
- Deploying strategic change management initiative to facilitate a seamless transition from old to new owners
- Empowering and enabling the team to remain focused with working metrics and recognition – R2R was recognized as the process of the year for CCBBS last year!
Customer Experience for Shared Services
2:10 pm - 2:50 pm
Instilling a Culture of Customer Experience in Business Services
Daniel Rupinta -
Vice President for Global Business Services,
iRhythm Technologies, Inc.
- Creating a customer-centric culture that prioritizes customer experience
- Measuring customer satisfaction for continuous improvement
- Leveraging technology to enhance customer service
Customer Experience for Shared Services
2:50 pm - 3:20 pm
Let’s Talk! Key Takeaways & Action Points
Join our friendly roundtable session, Let's Talk! Discover best practices, key takeaways, and actionable points to improve your CX endeavors. Let's learn and grow together!
Customer Experience for Shared Services
3:20 pm - 3:20 pm
Chairperson’s Closing Remarks and End of SSON Masterclass Day
Jonathan Tam -
Head, APAC People Services,
foodpanda
Customer Experience for Shared Services
