As GBS organisations move towards the next phase of value delivery, a paradigm shift is underway. Service delivery need to go beyond SLA delivery and productivity. Embedding experience in the service delivery framework is becoming the imperative. Yet it remains a challenge to build and prove a business case. Join us in this session as we explore how PepsiCo has been shaping its service excellence framework, acknowledging and addressing the pivotal role of experience - and overcoming the hurdles encountered on this transformative journey.

·       Why the time is now to focus on service experience

·       Sharing the PepsiCo approach to the service excellence framework from Design to Deployment and Measurement

·       Sharing practical ways on how to build your business case for service excellence and service experience

·       The role of experience in enabling the mindset shift from productivity powerhouse to transformation engine