At Shared Services & Outsourcing Week Europe, Maria Rejowicz-Quaid, Director of Service Management and GBS Customer Experience at Smith & Nephew, shared how the organisation is rethinking service management as a strategic enabler of GBS transformation.

Through this practical case study, she explores how Smith & Nephew is moving beyond a technology-first approach by connecting customer experience, performance, process and digital tools around the outcomes the business is trying to achieve. The session also looks at how customer journey mapping, CX standards and more outcome-focused performance management can help create a more seamless and effective service model.

We are delighted to offer you access to a case study summary featuring the key insights, practical lessons and takeaways from Smith & Nephew's approach.

What's included?

• Executive summary for quick understanding
• Five key takeaways on service management, CX, governance and performance
• Practical examples of how Smith & Nephew is designing services around customer needs
• Insights into how GBS can evolve from service delivery towards a more strategic partnership role

Download your complimentary copy today.