Customer Experience

This report delves into how purpose-built AI is being used to create consistent and personalised customer interactions, leading to an increase in retention.

Susana Cambeiro, from the LEGO Group, opened the CX & Service Management in Shared Services Virtual Summit. The session, Delivering an Awesome Experience: The LEGO Group’s Approach to Customer Centric...

Learn how to utilize CX as your secret weapon for incredible shared services growth at the latest SSON digital event.

In this latest report from SSON we dive into how generative AI can transform CX, pitfalls GBS should be aware of, and how GBS can track the impact of generative AI in CX.

Whether you love him or begrudgingly accept him, there’s one thing you can’t deny. Santa Claus has created a hall-of-fame worthy customer experience over the years.

In this week's episode I interview Harsh Vasavada, Operations Leader (Americas) at Corning. Harsh led the team which were responsible for winning the Award for Customer Centricity at the SSON Impact A...

If GBS intends to drive organizational efficiency, it needs to begin by constructing a BPM initiative and bringing in solutions that give organizations process visibility they have yet to discover.

This report aims to explore the current challenges businesses experience in customer service, what organizations need to know to maximize their digital self-service implementation, and a case study de...

One location that has recently emerged as a provider of the much desired agility and workforce stability is Georgia, an Eastern European country on the Black Sea with nearly 4 million residents. 

Modern consumer expectations have changed drastically over the past three years. Today’s customers expect a seamless, high-value experience, and the struggle for businesses is how to match these expec...

This article aims to explain what greenwashing is and how it is detrimental to those organizations that do it. 

This report outlines the key requirements of the new FCA regulation, an SME interview on how technology and talent can work together to protect vulnerable customers and a playbook for identifying key...