Over the past 20 years the definition of ‘excellence’ in shared services has undergone a significant transformation. In the early days, we saw a strong focus on an organisation’s ability to impact bottom-line savings through standard- and centralisation, then off- and outshoring and later automation. Today, however, the provision of excellent customer service is emerging as a critical component of successful shared service operations.

This content piece examines the shift of SSC focus and identifies the critical components to achieving customer excellence in 2020. Access and learn how to create a working culture that produces a truly exceptional customer experience by increasing employee engagement and motivation.