The GBS model has been a cornerstone of operational efficiency for decades. However, forces like new C-Suite leadership, talent retention challenges and lack of quantifiable sustainable ROI have caused some companies to opt to dismantle their GBS structures. Not to mention the bulldozer that is Generative AI convincing some in the C-Suite that it can replace a GBSO.  

Attendees will debate current marketing challenges causing the most stress and what they’re doing to survive and thrive in this dynamic environment such as:  

• Outsourcing in a hybrid model 
• What are the new locations to get the most bang for your buck? 
• Utilizing technology to assist with any potential looming talent crisis 
• Make sure to drive the GenAI strategy so the GBSO is not deemed obsolete to technology 

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