14-17 May, 2018 | Lisbon, Portugal
Kapil JainSVP and Global Head of Sales and Enterprise Capability.
4:55 PM Establishing a Culture of Customer Excellence within your Services Organisation - Does There Have to be a Trade-off Between Customer Excellence and Cost, and how do SSC Leaders Navigate this Tricky Terrain?
Customer experience (CX) is becoming more and more important than ever, with (unsurprisingly) a strong correlation between high CX and customer loyalty. In the world of shared
services, with increasing options for Business Units to explore other options, how can leaders formulate a robust CX strategy, whilst delivering more for less? In this session, learn from GBS
and SSC leaders that are embedding CX into the DNA of their of their operations in order to further develop their services and gain advanced insight on what their customers truly want.
- Develop a collaborative approach – developing a culture of trust with your Business Units
- Create a shared vision for business services – communication is the key
- Agile service – building a model that can adapt quickly to changing business needs