GBS Service Experience: Pioneering Value in GBS

Join us for an insightful webinar on the evolving landscape of Service Experience within Global Business Services (GBS). As GBS continues to play a pivotal role in organizational efficiency and effectiveness, optimizing service experience becomes imperative for driving business success. In this webinar, we will delve into key survey questions aimed at understanding the current state, challenges, and future trends in GBS service experience.

What Attendees Will Learn:

Establishing Service Experience Capability: Learn about the prevalence of dedicated service experience roles or teams within GBS and explore their scope.

Duration and Evolution of Service Experience Roles: Understand the timeline of implementing dedicated service experience roles within GBS, from inception to maturity.

Motivations for Investing in Service Experience: Gain insights into the driving factors behind investing in service experience, from reducing noise to enhancing business relationships. 

Reporting Structure and Senior Leadership Involvement: Discover the organizational dynamics of service experience roles within GBS and their alignment with senior leadership.

Team Composition and Scope: Explore the size and responsibilities of service experience teams within GBS, along with the diverse areas they cover.

Technology Adoption in Service Experience: Assess the utilization of technology solutions for enhancing service experience in GBS operations.

Measurement of Success: Learn about the various metrics and approaches used to measure the success of investments in service experience.

Challenges and Opportunities: Identify common challenges faced in implementing service experience for GBS and strategies to overcome them.

In the era of heightened customer expectations and digital transformation, optimizing service experience within Global Business Services is paramount. Join us as we unravel the intricacies of service experience in GBS and discover actionable insights to drive excellence in your organization. Don't miss this opportunity to stay ahead in the journey towards service excellence!

Speakers:

Barbara Hodge
Principal Analyst & Global Digital Editor
SSON Research & Analytics

Barbara is responsible for SSON Reserach & Analytics global content - including specialist reports - which cements SSON's position as the most trusted resource for practitioners from around the world. As the voice of SSON R&A, she ensures the content reflects current trends and opportunities to help SSO leaders continuously drive performance.