Hidden Resources

This report documents how Johnson & Johnson transforms their Contact Centre into an Experience Centre with data-driven insights to drive innovation and agility:

• Fostering a culture of innovation into the AskGS experience center with the objective to drive more complex work  
• Using internal data and external benchmarking to further inform future channel strategy  
• Leveraging data to enhance organisational agility, responsiveness and ability to adapt to changing business environments
  

What’s Inside the ABCs of Digital Transformation Tools?

In the fast-evolving digital landscape, you need more than buzzwords. You need clarity on which tools deliver real transformation—and how to apply them. This exclusive fact sheet breaks down today’s most critical tech enablers—from RPA to Generative AI—into simple, actionable insights.

This isn’t theory. These are the tools your peers are implementing right now to reduce costs, improve service, and future-proof operations.

In attracting talent overall, companies are counting on a strong company brand first.  What is becoming more important is a commitment to diversity, equity, and inclusion.

This infographic encompasses how Shared Services Leaders in the Philippines are adapting to the evolving gig economy. Download to read on.

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 world of Shared Services, Business Services and Outsourcing is constantly evolving. As a result, SSOs in Philippines are looking at ways to differentiate themselves while value adding to the Shared Services ecosystem in the region. Traditional reports, processes and methods have made way for automation and streamlined multi- functional activities with additional focus on agility and value. Shared Services leaders continue to search for ways to improve their SSOs and ensure they are well-equipped to tackle the waves of digital technologies and disruption. SSON conference series in Philippines have become a must-attend platform for business services leaders to grow, learn and adapt alongside their industry peers. SSOW Philippines are the preferred platforms for Shared Services and Outsourcing leaders to gather and tackle country-specific challenges through in depth industry research and discussion

Download the 2025 Shared Services Philippines Sponsorship Guide to see the available opportunities for you to tap into.

In light of new technology innovations that are replacing human labor with software, or robotic labor, the market is experiencing the early rumblings of what promises to be an earthquake to shake traditional operating models. Are you ready for the digital workforce?

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

In this article, Steve Harris, Managing Director, ANZ Global Services and Operations Philippines, spoke about how shared services practitioners can scale up robotic capability across the enterprise.