To fully understand the customer experience, it's crucial to focus on each step of the process, ensuring that no important detail is missed. End-to-End journey management can tackle common issues within shared services, such as poor communication and silos. Incorporating journey mapping into your GBS can lead to workflow optimization and improved cross-team collaboration. This ensures not only a seamless journey for the customer but also for the teams involved. In this session, we will explore the value of journey mapping, which offers a comprehensive view of the entire customer experience—stretching from back-end operations to front-end interactions, helping us to understand the various journeys across teams. 

Key Topics in this session include: 

• How to design a comprehensive 360-degree journey across teams to ensure operations are guided by well-defined processes 
• Staying proactive in keeping journey maps up to date for continuous improvement and alignment across teams 
• Fostering cross-team collaboration to enhance the customer experience and streamline workflows. 
• Benefits of using journey mapping to become more efficient, reduce hand-off errors, and boost customer satisfaction.