Unlocking Exceptional Growth for your GBS Through Understanding the Power of Customer Experience 

In many GBS, customer experience can be neglected. Focus is often placed on the process rather than the surrounding experience. This can create a disconnect between an organization, its customers, and employees. Achieving optimal service excellence involves acquiring a deeper understanding of the customer journey. Whether this is introducing technology to support your CX initiatives or creating an entire cultural mindset shift surrounding CX. Ultimately, the goals of any GBS are fundamentally fuelled by customer centricity. Delving into and exploring this topic further, SSON is bringing together various experts in the customer experience and service management field, to discuss in detail how you can elevate customer experience within your GBS, overcome the bottleneck of the limited mindset surrounding CX, and harness technology to assimilate into your CX and EX operations seamlessly. 

Key Themes:

    • How Consumer-Centric Technology is Seamlessly Supporting CX Operations
    • Ways to Create a CX Mindset within Your Company Culture 
    • How to alter your GBS goals to enhance EX and CX  
    • Building and maintaining service excellence principles throughout your GBS 
    • Measuring the Success of CX Initiatives after Implementation



SECURE YOUR PLACE

April 8, 2025 (EST)

Tuesday 8th

9:00 am - 9:30 am

Creating a Customer-Centric GBS: Focused Goals, Feedback & Vision

9:45 am - 10:15 am

Executing a Streamlined CX with End-to-End Customer Journey Management

10:30 am - 11:00 am

Building a Solid Employee Experience (EX) Foundation for Optimal CX

11:15 am - 11:45 am

Revitalizing Your CX Company Culture to Drive Revenue, Satisfaction & EX

12:15 pm - 12:45 pm

Leveraging AI to Cultivate World-Class Service Operations and Experiences

VIEW AGENDA
Farley Fernandes

Farley Fernandes

Senior Manager, Customer Experience - Global Business Services

adidas

Isabella Kosch

Isabella Kosch

Previously: Head of GBS Service Management

Previously: Swarovski

Fausto Grelli

Fausto Grelli

Vice President, Enterprise Service Management

PepsiCo

Evelina Georsa

Evelina Georsa

Global Transformation Director, GBS HTR

Kellanova

Mariana Glomb

Mariana Glomb

Head of Services CX

Lenovo

Stefan Schmid

Stefan Schmid

COO

Allianz Services

How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event along with your session access links and the final agenda.

How much does it cost to attend?

The CX & Service Managment in Shared Services Virtual Summit is completely free to attend.

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?

All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.

In Partnership With :

Shared Services

QUESTIONS?
Contact us: 1-800-882-8684
Email: enquiry@iqpc.com

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