GBS Service Experience: Is the Juice Worth the Squeeze?

There is no question that GBS organizations are becoming adept at improving service experience. Fewer escalations. Better self-service. Smoother workflows. Higher stakeholder satisfaction. Stronger trust. There is clearly juice in SX. The harder question is whether organizations can prove what tangible financial benefit is coming out of the squeeze.

Everest Group experts Rohitashwa Aggarwal and Deborah Kops will joined by Cara Herrick from ServiceNow and Rob Pretty for a candid discussion on where SX is creating measurable value. They’ll also cover where the benefits remain frustratingly hard to quantify, and why many organizations still struggle to connect improved experience to visible financial outcomes.

Drawing from new research conducted by Everest Group and Sourcing Change, the session will explore how SX can drive workflow simplification, demand reduction, digital adoption, and productivity improvement, as well as operational efficiency. It will also examine why so much of the value created by SX leaks back into the organization before it ever reaches the P&L.

Expect a practical discussion with fewer buzzwords and more operational reality, including an honest debate about whether today’s SX programs are delivering enough measurable value to justify the investment.

What questions will the webinar answer for the participants?

• What benefits are GBS organizations actually gaining from their investment in SX?
• Why are many struggling to identify financial impact?
• How can SX impact operating cost?

Who should attend?

Leaders with responsibility for:

• Global Business Services
• Outsourcing
• Procurement
• Sourcing and Vendor Management
• IT and Technology

GCC Leaders with responsibility for strategy, productivity, and growth