ASIA’S NO. 1 SHARED SERVICES & GBS EVENT
October 20 - 23, 2026
| Singapore
23 October | Redefining Customer Experience Excellence for Shared Services & GBS Service Delivery
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address from SSON Network
10:35 am - 10:40 am
Opening Remarks from the Chair
10:40 am - 11:20 am
Designing Hybrid Operating Models Across Captive Centres, Vendors and Automation
• Exploring how organisations are balancing internal capability with external partners
• Understanding how automation is reshaping the economics of service delivery models
• Evaluating when to build internal capability versus partner with external providers
• Designing operating models that balance cost efficiency, resilience and innovation
11:20 am - 12:00 pm
Structuring Global Service Networks Across Asia
• Designing regional service networks that balance scale with local expertise
• Navigating regulatory, geopolitical and talent considerations across Asian markets
• Determining where capabilities should sit within global service delivery networks
• Ensuring resilience and continuity across distributed operating models
12:00 pm - 1:00 pm
Networking Lunch Break
1:00 pm - 1:40 pm
Building Enterprise Capability Hubs Rather Than Transactional Service Centres
• Transforming traditional shared services centres into capability-driven GBS organisations
• Expanding the scope of services beyond transactional processing into analytics and transformation
• Embedding strategic capabilities such as automation, insight generation and advisory support
• Aligning service delivery with enterprise transformation priorities
1:40 pm - 2:20 pm
Redefining Service Excellence: Measuring and Delivering Experience-Led Outcomes in GBS
• Moving beyond traditional SLAs and KPIs to define service success through experience, outcomes and business impact
• Designing service delivery models that prioritise ease, speed and resolution across internal customer journeys
• Embedding feedback loops and real-time insights to continuously improve service quality and responsiveness
• Aligning GBS performance metrics with enterprise priorities, linking service delivery to productivity, satisfaction and business outcomes
