11 - 14 May, 2020 | Estoril Congress Center, Estoril, Portugal

Mike Smith

General Manager, GBS Cork, Kuala Lumpur & Mexico City
Eli Lilly Cork Ltd – Global Business Solutions Centre

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

Download The Latest Agenda

Agenda Day 2

Tuesday, May 14th, 2019

1:55 PM Establishing Trust in Service – The Journey from Back Office to Front Office

In this session, hear from Kay Flynn about how Eli Lilly’s 750 person-strong GBS organisation have successfully created a business that is truly customer-centric, successfully shifting into a multifunctional SSC that directly interacts with patients and internal customers alike. You can’t deliver customer excellence without exemplary employee experience, and in this session, hear how Kay has created a culture of value creation and innovation to ensure that both productivity and service delivery remain high.