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