Service Experience Management (SX Management) has emerged as a transformative approach to elevate GBS into a more strategic business partner. With only 57% of GBSOs having this capability according to SSON Research and Analytics, there is clearly room for more widespread adoption. What are the roadblocks? This discussion will delve into key contributions SX Management can make within a GBSO including: 

• Stakeholder centricity to make sure services are aligned with key internal and external stakeholders 
• Governance frameworks for existing and new services 
• Agility and scalability depending on the changing needs of the organization 
• Change management as SX Management works across aisles and must be sensitive to all stakeholders’ needs 

SSON Research & Analytics has announced the list of this year’s Top 20 Most Admired SSO/GBS in the World. Join Barbara Hodge, Global Editor at SSON R&A, along with a winning organization, to hear about the study findings, understand what great performance looks like, and gain insights into predictions for the year ahead. You will also learn how to tap this aggregated data, receive tips on setting your compass, and discover effective strategies for managing data collection as your organization matures.