As the shared services industry sets to mature, there is a significant shift towards the evolving GBS model - it all starts with value and the ability of any business services organization to continue to add value. “Customer experience is key to the success for GBS– it is the next value driver for GBS”. This is especially true for Philippines’ centers where a large focus is on service delivery and customer experience.
SSCs that prioritize customer-centricity are better positioned to differentiate themselves in a crowded market, increase customer loyalty, and drive revenue growth. In this SSON Masterclass Day, we focus on best practices that SSC leaders are adopting to enhance customer satisfaction and drive business growth.
Customer Experience for Shared Services
Customer Experience for Shared Services
Customer Experience for Shared Services
Beanbags, burgers and beaches are default tools managers use to enhance employee experience. Beanbags come with billiard and ping pong tables, lounges, gardens and game rooms. Burgers come with beer and daily barbeques. Beaches represent opportunities for team building and wellbeing seminars. When salaries are at par with the industry, they represent no come-on, and managers layer on beanbags, burgers and beaches. But, when every industry player uses these same tools, how do we elevate employee experience?
A behavioral and data sciences approach to this challenge starts with defining a measure representative of our desired employee outcome, e.g., retention rate. We identify behaviors predictive of retention and find workplace contexts and emotions associated with these behaviors. We then implement programs to promote these behaviors and contexts by mapping employee journeys, diagnosing barriers and benefits, and designing change interventions. Discover how to operationalize this scientific, data-driven and innovative approach for sustainable employee wellbeing, retention and productivity.
Customer Experience for Shared Services
Customer Experience for Shared Services
Customer Experience for Shared Services
Customer Experience for Shared Services
Customer Experience for Shared Services
Join our friendly roundtable session, Let's Talk! Discover best practices, key takeaways, and actionable points to improve your CX endeavors. Let's learn and grow together!
Customer Experience for Shared Services
Customer Experience for Shared Services