As GBS offerings continue to expand and evolve, the customer engagement model needs to shift towards driving value for customers, requiring GBS organisations to fundamentally rethink their customer engagement models. Join this case study to hear key steps towards this paradigm shift:

·       Rethinking the customer management model with a focus on solution and value delivery

·       What are the best ways to structure a customer engagement network?

·       Leverage the service management platform to drive customer centricity

·       How are we measuring the success of customer management?

·       How is this evolving the GBS operating model?