For many shared services organisations that do not have a mandate, value selling customer management is critical to their success. Successfully predicting and addressing customer pain points often means a greater step towards becoming a valued partner of choice. Join this session to hear practical insights on how to achieve that:

·       Define a framework of clear roles and responsibilities

·       Identify and address customers true business needs and pain points

·       Developing an integrated interface to deliver frictionless customer experience

This panel will explore the pivotal role of GBS in navigating and shaping decision-making within an era of digital disruption. Delve into strategies for harnessing the power of GBS to drive organizational success amidst transformative technological advancements and learn how GBS leaders are redefining their approaches to enable agile and informed choices.

• Embracing Disruption: Spearheading transformative initiatives to align decision-making processes with the digital-first landscape

• Agile Strategies: Uncovering innovative approaches to enable rapid and well-informed decisions in an ever-changing business environment

•  Redefining GBS: Reimagining roles, leveraging data-driven insights, and fostering collaboration to drive strategic outcomes 

As the process and productivity powerhouse, GBS has been focusing on process improvement and continuous improvement for efficiency gains for the past decades; Now, though, the industry is at cross roads again. By leveraging new market drivers such as Generative AI, GBS has a great opportunity to redefine their role from driving incremental improvement to providing radical step change that can disrupt and re-imagine the processes, customer relationship and fundamentals of the operating model.

·       With disruptive technologies such as Generative AI, are we able to achieve what we are achieving today with half the workforce?

·       How are we driving radical process redesign to fundamentally change the way of working in GBS and in order to drive meaningful results?

·       How can we be more integrated with the functions and customer organisations?

·       Disrupt through innovation: what are the areas to focus on?