customer experience
The Executive Series: The World’s Best GBS With Dr. Turan Sahin, CEO, Allianz Services
April 17 by Sally FletcherAllianz Services was appointed SSON's World's Best GBS 2024. So, SSO Next are honoured to be joined by Allianz Services' CEO, Dr. Turan Sahin. In this conversation, we discuss Allianz’s transformation...
Empowering Excellence: Top Tips for Creating a People-Centric Approach to Continuous Improvement
April 11 by Beth BrownSSON was joined by Ana Flávia Cavagnoli, from Johnson & Johnson. Ana’s session, “Empowering Excellence: Top Tips for Creating a People-Centric Approach to Continuous Improvement”, discussed how to kee...
Delivering an Awesome Experience With LEGO
January 03 by Beth BrownSusana 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...
CX & Service Management in Shared Services Virtual Summit
December 12 by SSON EditorLearn how to utilize CX as your secret weapon for incredible shared services growth at the latest SSON digital event.
How GBS Can Leverage Generative AI In Their CX
December 11 by Evan BeebeIn 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.
What Santa Claus Can Teach You About Customer Experience
December 07 by Evan BeebeWhether you love him or begrudgingly accept him, there’s one thing you can’t deny. Santa Claus has created a hall-of-fame worthy customer experience over the years.
How KPMG Boosted Its Customer Experience & Back-Office Support
November 03 by SSO NetworkIn recent years, KPMG successfully boosted its customer experience and back-office support by tapping into the emerging trend of global outsourcing diversification spurred by the COVID-19 pandemic. Fi...
Transforming CX and EX With Generative AI
September 27 by SSON EditorRecapping a timely session from the IA World Series focused on how conversational and generative AI can uplift both the customer and employee experience.
How To Achieve Award Winning Customer Centricity In Your GBS
September 11 by Sally FletcherIn this week's episode I interview Harsh Vasavada, Operations Leader (Americas) at Corning. Harsh led the team which were responsible for winning the Award for Customer Centricity at the SSON Impact A...
How Smart Self-Service Elevates Customer Satisfaction
July 28 by Evan BeebeThis report aims to explore the current challenges businesses experience in customer service, what organizations need to know to maximize their digital self-service implementation, and a case study de...
Is Your GBS Location Too Risky?
July 21 by Evan BeebeOne location that has recently emerged as a provider of the much desired agility and workforce stability is Georgia, an Eastern European country on the Black Sea with nearly 4 million residents.
(Why) Understanding Customer Sentiment is Key to Creating Better CX
July 07 by Evan BeebeModern consumer expectations have changed drastically over the past three years. Today’s customers expect a seamless, high-value experience, and the struggle for businesses is how to match these expec...