In your opinion, what is the best approach to effective stakeholder management?

Thank you. The best approach is walking a mile in our stakeholder's shoes. We think we know what's bothering them, we think we know what they expect, but we never take the time to actually ask them and understand the root cause.

What key area do you think practitioners should be investing in over the next 18 months, and why?

Hands down, it's service experience. Fundamentally, GBS organizations are responsible for two things: exquisite delivery and helping our stakeholders adopt and embrace new ways of working, and experience is key to that.

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

When I add it all up together, it's very clear to me that GBS or shared services, in design, implementation, and operation, is highly contextual to business conditions.

How do you see shared services and GBS evolving in the coming years?

I think we've pivoted now from transactions to capabilities. The GBS organizations that do well are developing strong capabilities, capabilities that not only fuel GBS success but also fuel the success of the enterprise. As organizations, GBS organizations push for evolution, I think we'll see new business models, but the emphasis and the core will be on very, very strong enabling capabilities. 

If you enjoyed this interview, don't miss the opportunity to explore the agenda for Shared Services & Outsourcing Week Europe 2024 here! This event promises exclusive insights unavailable elsewhere, guiding you towards success on your shared services and GBS journey.