13 - 16 May, 2019 | Lisbon, Portugal

Gloria Henry


Assistant Vice President - Operations and Director BPO/Shared Services
Port Authority of Jamaica

Agenda Day 1

Monday, May 13th, 2019


4:30 PM Lessons Learnt Panel: What is “Value Add” Anyway?

Tapping into the experiences of senior SSO professionals understand what you can be doing to support your SSO and the wider organisation. 

Stepping beyond the jingoistic term of “value-add activities leaders share what they are actually doing to drive their SSC forward and challenge the perception that SSOs are transactional process factories.

Agenda Day 3

Wednesday, May 15th, 2019


12:00 PM Satisfied Customer? How Engie Increased its CS from 65-90%

In this case-study, hear from an award-winning SSC leader with operations that service 15,000 employees about how they have created a winning customer-focussed culture. 

Learn how:
•Engie have created a strong, values-based culture
•The SSC has created the highest level of employee engagement within the entire UK business
•The SSC is now entering year 4, and what the future holds. 


Check out the incredible speaker line-up to see who will be joining Gloria.

Download The Latest Agenda