Maciej Piwowarczyk

Global GBS Executive, Career Coach & Mentor Transform with Magic

After 20y+ of a very dynamic and successful corporate career (Hewlett Packard – EMEA Business Ops Lead, Accenture – BPO Director, CBRE – EMEA GBS Managing Director, Discovery – Global VP, Head of GBS) in BPO / Shared Services, today Maciej (www.transformwithmagic.com) lives a “GIG Economy Life” acting as an independent Executive Advisor, Interim Management and Career Coach & Mentor. BUSINESS EXCELLENCE incl. Transformation | Change Management | Transitions | Lean & Six Sigma, GBS STRATEGY incl. Scoping, Location, Operating & Governance (TOM) model, Delivery model incl. Outsourcing and TALENT MANAGEMENT incl. High Performing team mobilization, are his KEY SPECIALIZATION areas. As a thought leader and service futurist for GBS, Maciej is an engaged speaker, industry award judge and he produced several publications. He sits on a few global industry advisory boards incl. SSON. Advise – design – execute & deliver tangible outcome – while growing People, it is what keeps Maciej motivated. Maciej holds a master’s degree from Warsaw School of Economics. He is a happy father of 2 boys. Sport is his way to recharge the batteries. Working with the majority of cultures globally in the past, being based in Warsaw, he considers himself as a Happy Global Citizen. Finally, via his Global Career Coaching & Mentoring practice dedicated for Shared Services / Outsourcing Talents, Maciej “delivers his mission” i.e., sharing his experience and growing others.


Agenda

11:15 AM Panel Discussion: The Quick Guide To CX in GBS: What Does Best-In-Class Look Like?

At a time when cost-cutting is what most CFOs are pushing for, it can be easy to relegate CX initiatives to the bench, but ignore them at your peril! A Good customer experience can have a dramatic impact on your bottom line as well as numerous other benefits including greater revenue, increased loyalty and improved employee retention. In this session we take a look at how to get started with your CX program. 


  • The metrics used to analyze and track customer satisfaction 
  • Getting leadership buy-in for your CX project 
  • Prioritzing and working with key customers around the world 
  • How to build trust in your customer relationships