15 - 16 March, 2022 | Virtual Event
Conference Day 2: Wednesday, 16 March 2022
Achieving Customer Experience Excellence
9:00 am - 9:10 am
Opening Remarks by Chairperson
Shawn Wang -
Advisory Board Member,
Nanning Research Institute of Collaborative Innovation and Development & Former Head of Data Labs, China Eastern Airlines
Shawn Wang
Advisory Board MemberNanning Research Institute of Collaborative Innovation and Development & Former Head of Data Labs, China Eastern Airlines
9:10 am - 9:50 am
Driving a Future-Ready Workforce in Your GBS to Support Advance Capabilities
Dennis Liu -
Head,
Philips GBS Suzhou hub
9:50 am - 10:30 am
Strategising the Journey of Transforming Your SSC/GBS into a Customer-Centric Business Hub
Carrie 刘燕 -
海外共享部总监兼总帐报表部总监,
TCL
- Driving business focus on performance management to end-user feedback and customer satisfaction
- Understand their specific business needs and challenges to develop innovative digital solutions
- Managing cross-functional stakeholders when transforming your SSC/GBS into a customer-centric business hub
10:30 am - 10:50 am
Virtual Speed Networking
10:50 am - 11:30 am
Transforming P2P Transactions into a Strategic Seet and for Better Customer Experience
Cao Jia -
Delivery Optimization Lead, Lean & Six Sigma Black Belt,
Siemens Global Business Services P2P China
- Executing Automation Strategies while Maintaining a High Standard of Service Delivery
- Driving the holistic transformation of APP2P processes to generate added value for businesses
- Transitioning from manual procurement management tools or replacing disparate systems to Procurement Cloud
Cao Jia
Delivery Optimization Lead, Lean & Six Sigma Black BeltSiemens Global Business Services P2P China
11:30 am - 12:10 pm
Defining and Shaping a Customer-Centric Strategy in Driving Overall Value to the Organisation
Kelvin Pan -
CBS Nanjing Continuous Improvement Lead, Global CI tag for RTR,
Cargill Business Services Nanjing
- Understanding how people centricity will drive customer-centric and in turn, value to investors
- Knowing the importance of focusing on the business outcome rather than people arbitrage
- Learning the people-centric approach of enablement, empowerment, and knowledge sharing
Kelvin Pan
CBS Nanjing Continuous Improvement Lead, Global CI tag for RTRCargill Business Services Nanjing
12:10 pm - 12:50 pm
Intermission
12:50 pm - 1:30 pm
Driving GBS Digital Transformation and Growth through Continuous Improvement and People Experience
Ni Yan . -
Head of P2P,
Siemens GBS
- Identifying processes that need updating to keep pace with new operating models
- Reviewing processes to eliminate, standardise and optimise to the maximum before automating
- Automating processes and ensuring seamless process integration between functions
1:30 pm - 2:10 pm
Grow Capability to Enable Operation Excellence: Leverage Technology to Increase Process Capability
Johnson Jiang -
Site Lead GBS (Suzhou), Director Global Process Owner (“GPO”) of SSC / GBS in Re,
Celestica
- Identifying processes that need updating to keep pace with new operating models
- Reviewing processes to eliminate, standardise and optimise to the maximum before automating
- Automating processes and ensuring seamless process integration between functions
Johnson Jiang
Site Lead GBS (Suzhou), Director Global Process Owner (“GPO”) of SSC / GBS in ReCelestica
