How are Top 20 Shared Services benchmarking their performance? SSON Research & Analytics presents some of the 2022 Top 20 Performance Metrics that set leading SSOs apart, and invite two of this year’s Top 20 to share strategies that drive their performance benchmarks. Find out what “good” looks like and how to push your own SSO up the value curve. You will also find out how you can tap this aggregated data, key early journey compass-setting tips, and how to manage data collection as you mature.

This session is set to challenge some of the fundamental practices in the GBS industry. With their commitment to driving a customer centric organisation, the SLB GBS team received the Best Achievement in Customer Centricity award at the SSOW Impact Awards in 2023. This session will share valuable insights into how they implemented the programme and their efforts to build a truly customer centric culture:

·       Moving from execution to expansion

·       Industrializing customer feedback

·       Shifting from perception to data: Implementing the NPS methodology

·       Building a customer centricity program champions network to drive culture adoption

·       Establishing accountability towards the customers by sharing progress and results