Finance shared services often operate in a transactional mode, focused on efficiency and compliance. To truly become a strategic partner, shared services must undergo a fundamental shift towards customer centricity. Regardless of the financial process, there are practical steps available to transform finance shared services into a value-added function. 

Action Items: 

• Mapping the end-to-end customer experience to identify pain points and opportunities for improvement. 
• Empowering employees to think like customers and prioritize their needs. 
• Utilizing digital tools to enhance the customer experience and drive efficiency.