SSON Research & Analytics provides the benchmark metrics that guide top-performing SSO/GBS. This session will introduce two of the "Top 20 Most Admired SSO" list and explain how they make decisions based on industry benchmarks. We will also showcase some of the "Top 20" aggregated metrics hosted in SSON's Research & Analytics platform and explain how they are being used day-to-day.

Barbara Hodge, Analyst, SSON Research & Analytics

Steve Rudderham, SVP, GBS, Ecolab – a Top 20 GBS

With efficiency now table stakes, GBS and shared services leaders are redefining value through the lens of customer experience. This session explores key steps and challenges involved in reinventing customer experience from both operational and cultural perspectives:

• Why is SLA the wrong focal point when building a customer-centric culture?

• Shifting from perception to data: implementing NPS methodologies to drive experience

• Industrialising customer feedback - from execution to enterprise-wide expansion

• Building a network of customer centricity champions to drive culture change

• Establishing accountability towards the customers by sharing progress and results