Shared Services Weekly: Customer Experience Reigns Supreme
Hi and welcome to our Shared Services Weekly Newsletter!
In today’s competitive landscape, shared services are increasingly recognizing customer experience (CX) as the North Star of service delivery. This fundamental shift in focus is having a profound impact on how shared services approach process optimization and technology adoption. In fact, in this year’s State of the Industry Report, 71% of respondents listed service excellence as a key target for shared services professionals, only marginally behind cost/efficiency at 88%.
If you’re not already aware, SSON have a range of resources tailored to shared services looking to improve their CX. These include our recent report on Creating 360 Degree CX Awareness with Purpose-Built AI as well as a fantastic benchmarking report from our partners the CX Network. With insights from Blue Zones Health, Lowe’s, Adidas, Bank-al-Etihad, Bank of Canada, Ontrak Health, Cedar Financial and Nextiva, this report provides key metrics for Benchmarking Contact Center Efficiency. As well as, best practices explains why different industries need different metrics to drive satisfaction and measure success, and how to foster excellence in customer support.
Control Labor Costs Without Sacrificing Quality
Maintaining productivity can be difficult at this time of year. For those looking to ensure they’re still creating results whilst maintaining great employee experience, technology can really help. In this week’s webinar, Quinyx demonstrate how to Transform Warehouse Operations with AI-Powered Labor Optimization. Meanwhile, if you are looking to improve workforce efficiency in GBS, then please do so here. If you are assessing the potential of AI in HR, then we have a great report from Page Outsourcing, From Buzzword to Business Essential: AI in HR, Procurement and the Future of Workforce Planning.
Thanks,
Head of Editorial - SSON