Mike PurnellBusiness Leader, Global Service Excellence
4:20 PM GBS EVOLUTIONS ROOM Customer Experience Management: GBS as an Enabler of Customer Experience Transformation
- What changes are you seeing in your industry toward customer-centric orientation – emphasizing the customer experience as a foremost priority?
- How do these changes translate to necessary middle and back office GBS transformations?
- Where do you see increased integration of GBS to front-office functions/processes?
- What are the implications for your GBS brand?