In GBS environments, where internal customers rely on seamless, reliable, and increasingly automated support, maintaining a human touch is more critical than ever. This session explores how “human-in-the-loop” (HITL) strategies are being applied in shared services—especially in service desks, customer care centers, and knowledge work—to ensure automated systems can still deliver nuanced, empathetic experiences. Learn how leading GBS teams are designing CX models that combine smart technology with human judgment to raise service quality, speed, and satisfaction.

• Design CX models that embed human expertise into automated workflows across shared services
• Optimize GBS interactions using hybrid automation that balances efficiency with empathy
• Use real-time feedback loops to improve service design and internal customer satisfaction

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