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        <title><![CDATA[ Customer Experience RSS Feed]]></title>
        <link>https://www.ssonetwork.com/rss/categories/customer-experience</link>
        <description><![CDATA[ Are you monitoring customer experience and governance for your shared services and outsourcing needs? Look no further. We have authoritative news, podcasts, reports and features on customer experience to help your wider understanding of the shared services and outsourcing industry. ]]></description>
        <language>en</language>
        <pubDate>Wed, 15 Apr 2026 20:40:44 +0000</pubDate>
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                <title><![CDATA[Frontline by Design: How Customer Experience Is Reshaping GBS]]></title>
                <link>https://www.ssonetwork.com/customer-experience/articles/customer-experience-reshaping-gbs?utm_medium=RSS</link>
                <description><![CDATA[ How GBS is becoming a frontline CX engine, blending AI, human judgement, and outcome‑driven metrics to shift from efficiency to experience. ]]></description>
                <author><![CDATA[ beth.brown@ssonetwork.com (Beth Brown) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/articles/customer-experience-reshaping-gbs?utm_medium=RSS</guid>
                <pubDate>Tue, 14 Apr 2026 08:59:54 +0000</pubDate>
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                    <item>
                <title><![CDATA[The 5 Invisible Reasons Employees Avoid Using Self-Service Tools]]></title>
                <link>https://www.ssonetwork.com/customer-experience/articles/the-5-invisible-reasons-employees-avoid-using-self-service-tools?utm_medium=RSS</link>
                <description><![CDATA[ Isabella Kosch on why self-service fails: it’s not the tool, it’s trust, culture, and how it feels.  Find out how to fix the experience,  so people will follow. ]]></description>
                <author><![CDATA[ isabella@test.com (Isabella Kosch) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/articles/the-5-invisible-reasons-employees-avoid-using-self-service-tools?utm_medium=RSS</guid>
                <pubDate>Wed, 11 Jun 2025 09:53:36 +0000</pubDate>
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                    <item>
                <title><![CDATA[6 Reasons Human Behavior is the Real ROI of Customer Experience]]></title>
                <link>https://www.ssonetwork.com/customer-experience/articles/6-reasons-human-behavior-is-the-real-roi-of-customer-experience?utm_medium=RSS</link>
                <description><![CDATA[ Discover why employee engagement is the true foundation of exceptional customer experience with industry expert Ana Cavagnoli ]]></description>
                <author><![CDATA[ acavagnoli@icloud.com (Ana Cavagnoli) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/articles/6-reasons-human-behavior-is-the-real-roi-of-customer-experience?utm_medium=RSS</guid>
                <pubDate>Fri, 30 May 2025 13:25:28 +0000</pubDate>
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                <title><![CDATA[Building a Solid EX Foundation for CX Optimization]]></title>
                <link>https://www.ssonetwork.com/customer-experience/videos/building-a-solid-ex-foundation-for-cx-optimization?utm_medium=RSS</link>
                <description><![CDATA[ Discover key tips from the panel discussion at SSON's CX event on building a solid EX foundation for effective CX optimization... ]]></description>
                <author><![CDATA[ alex.roberts@ssonetwork.com (Alex Roberts) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/videos/building-a-solid-ex-foundation-for-cx-optimization?utm_medium=RSS</guid>
                <pubDate>Thu, 15 May 2025 14:04:28 +0000</pubDate>
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                    <item>
                <title><![CDATA[Creating a Customer-Centric GBS: Focused Goals, Feedback &amp; Vision]]></title>
                <link>https://www.ssonetwork.com/customer-experience/videos/creating-a-customer-centric-gbs-focused-goals-feedback-vision?utm_medium=RSS</link>
                <description><![CDATA[ Discover key takeaways from our CX Virtual Summit where Isabella Kosch shared expert strategies to build a customer-centric GBS through focused goals ]]></description>
                <author><![CDATA[ alex.roberts@ssonetwork.com (Alex Roberts) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/videos/creating-a-customer-centric-gbs-focused-goals-feedback-vision?utm_medium=RSS</guid>
                <pubDate>Fri, 09 May 2025 14:55:25 +0000</pubDate>
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                    <item>
                <title><![CDATA[The Ultimate Guide to Service Excellence in Shared Services]]></title>
                <link>https://www.ssonetwork.com/customer-experience/reports/the-ultimate-guide-to-service-excellence-in-shared-services?utm_medium=RSS</link>
                <description><![CDATA[ Find out how to Achieve Optimal Service Excellence in Shared Services ]]></description>
                <author><![CDATA[ alex.roberts@ssonetwork.com (Alex Roberts) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/reports/the-ultimate-guide-to-service-excellence-in-shared-services?utm_medium=RSS</guid>
                <pubDate>Wed, 09 Apr 2025 09:05:07 +0000</pubDate>
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                <title><![CDATA[How to Transform GBS into a Customer-Friendly Service Organization]]></title>
                <link>https://www.ssonetwork.com/customer-experience/articles/how-to-transform-gbs-into-a-customer-friendly-service-organization?utm_medium=RSS</link>
                <description><![CDATA[ How to Transform GBS into a Customer-Friendly Service Organization ]]></description>
                <author><![CDATA[ isabella@test.com (Isabella Kosch) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/articles/how-to-transform-gbs-into-a-customer-friendly-service-organization?utm_medium=RSS</guid>
                <pubDate>Thu, 20 Feb 2025 16:32:07 +0000</pubDate>
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                    <item>
                <title><![CDATA[No Surprises, Just Excellence: Transforming O2C for CX]]></title>
                <link>https://www.ssonetwork.com/customer-experience/articles/no-surprises-just-excellence-transforming-o2c-for-cx?utm_medium=RSS</link>
                <description><![CDATA[ Learn how to transform your GBS' Order to Cash Processes to Improve Customer Experience ]]></description>
                <author><![CDATA[ mistymthorpe@gmail.com (Misty Thorpe) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/articles/no-surprises-just-excellence-transforming-o2c-for-cx?utm_medium=RSS</guid>
                <pubDate>Fri, 17 Jan 2025 13:39:34 +0000</pubDate>
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                    <item>
                <title><![CDATA[Market Report: Creating 360 Degree CX Awareness with Purpose-Built AI]]></title>
                <link>https://www.ssonetwork.com/customer-experience/reports/creating-360-degree-cx-awareness-with-purpose-built-ai?utm_medium=RSS</link>
                <description><![CDATA[ This report delves into how purpose-built AI is being used to create consistent and personalised customer interactions, leading to an increase in retention. ]]></description>
                <author><![CDATA[ sally.fletcher@iqpc.de (Sally Fletcher) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/reports/creating-360-degree-cx-awareness-with-purpose-built-ai?utm_medium=RSS</guid>
                <pubDate>Thu, 05 Dec 2024 16:55:08 +0000</pubDate>
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                <title><![CDATA[Delivering an Awesome Experience With LEGO]]></title>
                <link>https://www.ssonetwork.com/customer-experience/videos/delivering-an-awesome-experience-with-lego?utm_medium=RSS</link>
                <description><![CDATA[ Susana Cambeiro, from the LEGO Group, opened the CX & Service Management in Shared Services Virtual Summit. The session, Delivering an Awesome Experience: The LEGO Group’s Approach to Customer Centric... ]]></description>
                <author><![CDATA[ beth.brown@ssonetwork.com (Beth Brown) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/videos/delivering-an-awesome-experience-with-lego?utm_medium=RSS</guid>
                <pubDate>Wed, 03 Jan 2024 12:51:14 +0000</pubDate>
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                <title><![CDATA[CX &amp; Service Management in Shared Services Virtual Summit]]></title>
                <link>https://www.ssonetwork.com/events-cx-and-service-management-in-shared-services?utm_medium=RSS</link>
                <description><![CDATA[ Learn how to utilize CX as your secret weapon for incredible shared services growth at the latest SSON digital event. ]]></description>
                <author><![CDATA[  () ]]></author>
                <guid>https://www.ssonetwork.com/events-cx-and-service-management-in-shared-services?utm_medium=RSS</guid>
                <pubDate>Fri, 27 Oct 2023 17:41:43 +0000</pubDate>
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                    <item>
                <title><![CDATA[How GBS Can Leverage Generative AI In Their CX]]></title>
                <link>https://www.ssonetwork.com/customer-experience/reports/how-gbs-can-leverage-generative-ai-in-their-cx?utm_medium=RSS</link>
                <description><![CDATA[ In this latest report from SSON we dive into how generative AI can transform CX, pitfalls GBS should be aware of, and how GBS can track the impact of generative AI in CX. ]]></description>
                <author><![CDATA[ evan.beebe@ssonetwork.com (Evan Beebe) ]]></author>
                <guid>https://www.ssonetwork.com/customer-experience/reports/how-gbs-can-leverage-generative-ai-in-their-cx?utm_medium=RSS</guid>
                <pubDate>Tue, 12 Dec 2023 14:27:31 +0000</pubDate>
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