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Ahead of the Shared Services and BPO Week Philippines 2025, SSON has surveyed Shared Services and BPO leaders in Philippines, specially creating this interactive Visual Analytics Workbook on the topic of 'Driving Digitalization and Experience Across Shared Services'. Download now for full insights and benchmark your SSC and BPO with your industry peers. 

Download to find out about:

• Digital priorities 
• Technology adoption 
• Leveraging CX to deliver value
• Building a future-ready workforce
• Top approaches in achieving process optimisation
  

For the past thirty years Shared Services Organizations (SSOs) and, more recently, Global Business Services (GBS), have been striving to consolidate business functions to improve efficiency, standardize processes, and ensure consistency across the business.

These models have proven useful to many global organizations, which is shown by the increased presence of shared services and GBS in corporate structures. Nearly 50% of organizations perceive themselves as at a medium maturity level, with 22% at a high/ advanced level, according to SSON Research & Analytics, thus showing that there has been a continued adoption and expansion of the model in recent years.

Download this report to understand how SSOs and GBS are leveraging generative AI to boost productivity, streamline functions, and enrich customer experience. Discover key trends, implementation strategies, and the future landscape of generative AI in shared services.

The 14th annual Shared Services & Outsourcing Week Philippines 2024 concluded on a successful note. Held from 6-9 August 2024, the country’s top SSO and BPO leaders gathered and explored strategies for transforming shared services from transactional to value-driven operations, focusing on enhancing customer experience, leveraging data analytics for competitive advantage, optimizing processes for scalability, and retaining top talent. Case studies from Japan Tobacco International and B&M Global Services Manila were shared, including insights from site visits to their Manila GBS centers.

Download report for full insights!

The answer is yes. Global Business Services (GBS) are highly represented across the Philippines services support landscape. In fact, more than half of the Philippines-based SSOs (way above the global average) responding to a recent SSON survey confirmed their adoption of GBS.

In this report we explore what GBS offers that traditional Shared Services does not. Agility, Flexibility, and Ability to Transform are the key answers and this report aims to examine each in detail with reference to the Philippines shared service space. 

In an increasingly complex, connected world the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. 

In an interview report with FRANCEL TABORLUPA, Chief Information Officer, Armed Forces of the Philippines to discover how contact center can evolve beyond omnichannel operation to become the center of a truly connected enterprise, she shared the following:

• what does it take to transform a contact center into multi-experience customer innovation hub?
• Which emerging technologies and innovations are best placed to boost CX and customer contact strategies?
• What effect will current events have on the future of customer contact centers?

In addition, the report also covers:

• Best practices for Outsourcing
• Priorities for 2020 for CX professionals