How can your global business services (GBS) organization truly focus more on the customer and offer an “Amazon-like” experience?
In this 45-minute session, we will:
• Discuss how customer-centric service design has become one of the 10 characteristics of Digital World Class™ GBS organizations
• Define the customer experience and understand its value
• Teach how to embrace customer-centric service design methods and culture
• Learn how to view processes through a customer’s lens
• Penny Weller, North American Global Business Services Advisory Leader, The Hackett Group