Panel Topic:

Establishing a Culture of Customer Excellence within your Services Organisation - Does There Have to be a Trade-off Between Customer Excellence and Cost, and how do SSC Leaders Navigate this Tricky Terrain?

Customer experience (CX) is becoming more and more important than ever, with (unsurprisingly) a strong correlation between high CX and customer loyalty. In the world of shared services, with increasing options for Business Units to explore other options, how can leaders formulate a robust CX strategy, whilst delivering more for less? In this session, learn from GBS and SSC leaders that are embedding CX into the DNA of their of their operations in order to further develop their services and gain advanced insight on what their customers truly want.

  • Develop a collaborative approach – developing a culture of trust with your Business Units
  • Create a shared vision for business services – communication is the key
  • Agile service – building a model that can adapt quickly to changing business needs


Kapil Jain


Kapil Jain

SVP and Global Head of Sales and Enterprise Capability
Infosys BPM

Peter Evans

Peter Evans

Director of Continuous Improvement

Phil Gillingham

Phil Gillingham

Director of Global HR Operations

Jennifer Sturch

Jennifer Sturch

Shared Service Centre Director

Experience the Demo:


New BPM Solutions

  • Procurement Assistant - An AI powered conversational assistant to drive Procurement Automation
  • Procurement Insights - Delivers Predictive Spend and Procurement Insights to unearth Spend Savings and Procurement Optimization
  • AP on Cloud - A Global Accounts Payable Cloud Solution


  • NIA for CFO - Application of analytics and machine learning for reduction in Days Sales Outstanding (DSO)
  • RPA in Cash Application - Automation of application of cash and bank statements against open invoices in ERP system
  • Chatbot demo - To show application of Chatbot in HR Helpdesk and Procurement


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Unearthing business value with an integrated GBS model

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