Director,Global Business Services
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?
Global Business Services can provide incredible advantages when done well; visibility, access to value-add services, global economies of scale to name a few. However whilst there is still significant movement towards global business services, 72 percent of organizations not currently using GBS do not plan to make the shift, and 4 percent tried GBS but switched back.
This session features four leaders who have tried and tested GBS, who will uncover the truth behind GBS.