Ahead of this year’s Shared Services and Outsourcing Week Europe Autumn 2023, we spoke exclusively to Steve Rudderham, Head of GBS, Carrier, about purpose, talent development, and customer/employee experience. He also shares his thoughts on the evolving role of shared services and GBS in branding, ESG, and sustainability.

What are some of the key takeaways or insights that you gained from the panel discussions, roundtables or workshops at SSOW Europe 2023?

"There are three key takeaways from this event, all centred around the concept of purpose. Many GBS organisations are actively reassessing their purpose and realigning their strategies accordingly. The second takeaway revolves around talent, specifically the emphasis placed on leadership development programmes and initiatives. The third takeaway for me is the significance placed on both customer experience and employee experience. There is a notable focus on enhancing these experiences, which in turn supports the overall branding efforts of GBS organisations."

How will shared services and GBS evolve in the coming years, and what role will events like this play in that evolution?

"Two notable themes that have emerged during this event are branding and the growing emphasis on ESG and sustainability. It is anticipated that an increasing number of GBS functions will play a role in supporting events that educate individuals who are not yet well-versed in these areas. However, the true essence of this gathering lies in the sense of community and collaboration, as we are not competitors but rather here to support and assist one another. Participants freely share information, engage in benchmarking exercises, and collectively contribute to the power of this event."

What one topic would you like to see on the 2024 agenda, and why?

"I believe it would be highly beneficial to focus more extensively on branding. Successful organisations should lead the way by showcasing how their GBS is perceived both internally and externally in the job market. This emphasis on branding is of great importance to many of us, as it can significantly impact our overall success and reputation."

Were there any particularly memorable moments or highlights from SSOW Europe 2023 that stood out to you?

"The interview with Jonny Wilkinson was probably the standout moment for this year."

If you could summarise SSOW Europe 2023 in a few words, what would they be?

"The power of this lies in the community. Bringing everyone together, sharing ideas, and building networks. It was a pleasant surprise and almost 50% of the attendees were new, so it was great to have them on board. They represent the future of GBS, and it was fantastic to get them acquainted and on board this week."

EUROPE’S NO.1 SHARED SERVICES & GBS EVENT - THE AUTUMN EDITION

16 - 18 October 2023 | Novotel London West, London, United Kingdom

As GBS and Shared Services continue to grapple with the pace of change, industry leaders have taken great steps in refining shared services business model, nurturing key capabilities, and preserving value through efficiency, productivity and resilience. In the meantime, new questions and challenges continue to emerge: What are the other value levers can we pull to deliver value in new ways? Is the GPO model finally sticking and delivering the end-to-end transformation promise? How will ChatGPT contribute towards the efforts of building intelligent GBS and shared services? How are we adjusting our people strategies and building the workforce of the future? Will BPOs play a bigger role in delivering transformation in 2023 and 2024?

The Shared Services & Outsourcing Week Europe Autumn 2023 agenda is developed around these key focuses and looking to explore and provide answers to these pertinent questions.

As the second touch point for the European GBS and Shared Services industry following the Lisbon Event in May, featuring 60+ speakers representing the best of the best in the community, this is a not-to-miss opportunity to get together with the industry leaders and get your finger on the pulse of the key trends and most recent transformation stories from the industry.

View the 2023 agenda here!

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