Insights to the future of Global Business Services productivity

12th November 2020. 14h CET

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Improving CX and Productivity in Global Business Service Organizations with low-code platforms

Contact Centers, Call Centers, Service Centers - The Global Business Services (GBS) market needs to improve both the Customer Experience (CX) & Productivity to remain competitive with low cost economies.

Disparate, disconnected service delivery systems are diluting GBS productivity and bad automation is driving an ever increasing deterioration in the GBS customer experience.

This webinar is primary for the Head of GBSs, secondary for CEO, CXO, COO, CIO & CFO leaders in the GBS industry who are seeking new perspectives on how to drive both improved CX and productivity.

This webinar is in being delivered in collaboration with our partner Expertivity Technologies who have over 20 years’ experience of successfully working with GBS organizations  to improve both.

Agenda

  • Overcoming the challenges of working with disparate systems: Integrating your Service Operations Management System
  • Quick Productivity Wins: Improving time to onboard staff, improving cross team flexibility, empowering staff to better manage demand & capacity & avoiding functional silos
  • From Excel to Real Time Accurate Dashboards: Integrating your operational and financial business information requirements
  • Improving GBS productivity and  Customer Productivity: A Win-Win Scenario

Meet the Speaker

Alex McDonell

Alex McDonnell has over 30 years’ experience of working with Global Business Service organization across many sectors including Technology, Financial Services, BPO, Healthcare and Government to dramatically improve the effectiveness and efficiency of their businesses.

Working primarily in the Healthcare, Government, Technology & Financial Services sectors, Alex is recognized as one of Europe's leading experts in helping organizations build Enterprise/Operational Excellence (including Lean & Six Sigma) as a core competence throughout service and knowledge work organization. For the last 17 years Alex has operated as a consultant Master Practitioner and has successfully led a large number of enterprise-wide Lean and Operational Excellence transformation programs in private, public and semi-sate organizations.

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