Customer Experience Shifts Into Focus
S hared Services remains a numbers game: The ultimate driver has always been – and still is – cost. At the same time, the ability to offer control has become more relevant as Shared Services have developed efficient and effective services.
What are the most important benefits of Shared Services to your enterprise?
74%
Control / standardization / optimization
56%
Cost and time
37%
Scaling and agility
30%
Customer service
Leveraging competencies around data analytics and process automation Improving enterprise-wide decision support / business problem solving
23%
21%
17%
Innovation
15%
Platform integration
Driving top line revenue growth / profitability
5%
Source: SSON survey: State of the Shared Services Industry 2020
A shift towards global process ownership and control, combined with the ability to tap a digital component of the workforce, have spotlighted a brand-new opportunity to offer customer service in the form of improved experience and more customer-centricity. New AI-driven solutions based on cognitive and machine learning insights provide more transparency over customers’ needs in a way that elevates the partnership element. Knowing the customer and the customer’s business has become more important – and at the same time easier to achieve. This translates into the ability to partner more effectively with the business not just to solve its problems but, through data analytics, even predict and preempt them; and it opens up a brand-new channel of value-add services based on a new understanding of how and where value is delivered.
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