March 11 - 14, 2019
Disney’s Coronado Spring Resort

Nadia DeVilla


VP, Head of Digital Transformation & Business Development
Manulife

Day Two: Wednesday, March 13th, 2019

Wednesday, March 13th, 2019


9:05 AM PANEL: When Digital Meets Business Process Management

Digital technologies are affecting the way that BPOs are conducting business with their clients. The focus on providing omni-channel experiences, leveraging efficiencies that are being seen by implementing intelligent automation - like using chatbots,, and creating customized experiences are not going anywhere. So, how are outsourcing trends affecting SS & GBS? This panel will explore the trends that are impacting service centers, the most current strategic imperatives for outsourcing, case studies of successful digital transformation with the assistance of BPOs, and where and what are the opportunities for growth in 2019.

4:20 PM PANEL: Measuring Customer Success and Satisfaction in Shared Services

Are your services meeting or surpassing a customer's expectations? How do you know? Understanding and meeting the needs of customers is key to moving beyond the basics of service and expanding services - whether they are growth or investment related.
In this session, participants will:
  • Examine case studies of organizations that are using in-app, postservice or email surveys
  • Evaluate how you can use Net Promoter Scores to evaluate satisfaction
  • Identify additional strategies for proactively interacting with your customers, humanizing your brand and showing you value a customer centric approach

Check out the incredible speaker line-up to see who will be joining Nadia.

Download The Latest Agenda