An employee focused leader, experienced in developing and leading teams in a highly complex and matrixed organisations. Sagarika has 20 years of experience in the shared service Industry and has worked and managed teams across multiple geographies. She specializes in standing up large operations from scratch, lead complex change programs through transformational initiatives at a process and people level, delivering cost optimisation, improved quality of service and customer experience. She is currently working in BT for more than 12 years and currently based in Hungary where she leads the Contract Delivery shared services and is the GBS Site lead. Before her stint in Hungary, she set up a brand new site in Kolkata, India for BT for 2000 people and managed the centre for 5years across multiple functions.
In a period when many organisations are undergoing a massive transformation in their people strategy, cost orientation, business focus and inclusion of automation & robotics in everyday work space, how do we continue to create a “Wow” experience for customers? Join this inspirational session to hear what the industry leaders are working on:
· Creating a “Wow” experience for customers: what are the effective tactics to do that?
· How to take a consumer driven approach in technology implementation?
· How does empathy and design thinking improve customer experience in shared services model?