Customer Experience

Ever felt like your shared services team is more focused on processes than people? Yeah, me too. After 20+ years in the shared services game, I can’t tell you how often I’ve seen organizations get tangled up in their own systems. It’s like being in a maze where the exit is hidden behind outdated workflows and rigid policies. The truth is, if we want to survive and thrive in shared services transformation, it’s all about customer-centricity. When I first started diving into the deep end of shared services, I quickly learned that real wins come when we put customers—both internal and external—at the center of our strategies. Let’s break down how we can turn our approach around and start winning with customer-centricity. Understanding Your Customer’s Needs What do your customers really want? And I don’t mean your boss or the higher-ups. I’m talking about the people whose lives you touch with your services. Take a moment and think about this: Do they want speed? Do they crave personalized solutions? Or, is consistency the name of the game? Understanding your customer’s needs isn’t just crucial; it’s foundational. Here’s a simple but effective tip: listen. Yes, it’s that straightforward. Set up regular check-ins, feedback sessions, or surveys. You’d be surprised at the insights that will bubble up. Their feedback can steer your entire transformation effort. Process Optimization to Serve Better Now, let’s tackle process optimization. You may ask, how does this tie into shared services transformation? Well, when you shine the spotlight on efficiency and clarity in your processes, your team can ultimately serve customers better. Here are some quick wins for your process optimization: **Map your processes:** Start by understanding where you stand. **Identify bottlenecks:** Look for friction points that slow down your services. **Streamline where possible:** Eliminate redundancies. Think more straightforward workflows. For instance, I once worked with a team that spent hours duplicating data entry across platforms. It took a few brainstorming sessions, but we managed to automate that process, saving countless hours of frustration. Not only did it free up time for associates, but customer interactions improved significantly, showcasing the value of shared services transformation. People-Centric Culture But wait—your people matter, too. If you’re not fostering a strong culture within your shared services environment, customer-centricity becomes a distant goal. Here’s the kicker: when your team feels valued and engaged, they’re far more likely to pass that positivity onto your customers. Consider these actions: **Encourage innovation:** Give your team the freedom to explore new ideas. **Celebrate successes:** Recognize and reward milestones. **Promote collaboration:** Break down silos between departments. Creating a people-centric culture isn’t merely a feel-good initiative; it’s a business strategy that directly impacts the service experience. Leverage Technology for Better Interaction In today’s world, technology is your trusty sidekick in the quest for customer-centricity. Think of yourself as Batman, and the right tech tools as your gadgets. Whether it’s CRM systems, data analytics, or AI-driven chatbots, the right technology can enhance communication and streamline service delivery. Implement solutions that allow for: **Real-time feedback:** Use customer experiences to iterate quickly. **Enhanced visibility:** Monitor performance across various service levels. **Personalization:** Tailor services based on customer preferences. In a project I led, integrating a robust customer feedback tool helped us identify gaps in service delivery. It wasn’t just about numbers; the insights gave us a roadmap to enhance interactions significantly. Measure Success Through Customer Outcomes Ok, so you’ve established processes, built a strong culture, and embraced technology. But how do you know if it’s working? The answer is simple: metrics. Shift your focus from traditional metrics like response times to customer outcomes. Ask questions such as: Are our customers happier? Are they recommending us to others? Are we meeting their expectations? Track customer satisfaction scores, Net Promoter Scores (NPS), and even employee engagement metrics. All of these will give you a clearer picture of how customer-centric your shared services transformation really is. Wrap-Up: Winning with Customer-Centricity Transforming your shared services isn’t a quick fix; it’s a journey. By focusing on customer-centricity, you’re not just driving operational efficiency but also fostering genuine relationships—internally and externally. Don’t forget, the path ahead includes continuous learning and adapting. If you make your customers the focal point of everything you do, you’ll find success as you forge ahead. Explore more about shared services transformation on THE GBS EDGE, where I share insights that can help you level up your organization.

Ever find yourself wondering how to really put your customers first? You’re not alone. In the shared services landscape, it’s not just about cutting costs or streamlining processes anymore. It’s about crafting a customer-centric service model that truly resonates with the people we serve. I’m Vikrant Aglawe, and with over 20 years in the outsourcing and offshoring industry, I’ve seen firsthand how transforming our service delivery can skyrocket success. Let’s dig into why a customer-centric approach isn’t just a trendy buzzword, but a must-have for every shared service center. What Does Customer-Centric Really Mean? Imagine walking into a store where the staff knows your name and preferences. Feels good, right? That’s customer-centricity in action. In our world, this means: Understanding client needs deeply. Regularly communicating with them. Reacting quickly and effectively to feedback. This model transforms a transactional relationship into something that feels more like a partnership. Striving for an authentic connection can lead to loyalty that lasts. Why Shift to a Customer-Centric Model? Shifting focus isn’t just beneficial. It’s critical: Enhanced Satisfaction: Happy customers talk, and more importantly, they stick around. Higher Retention Rates: In a world where competition is fierce, keeping existing customers is more cost-effective than acquiring new ones. Increased Revenue: A more satisfied customer base leads to a rise in sales and potential upselling opportunities. You bet these outcomes translate into higher profits. Just check out what’s happening in firms that have made the leap to prioritizing customer experiences—it’s impressive. Steps to Build a Customer-Centric Service Model Let’s break this down into actions that you can practically take: 1. Know Your Audience: Use surveys and direct feedback. Know what your customers value the most. 2. Align Teams: Train your staff to place the customer at the center of every conversation. 3. Simplify Processes: Analyze your workflows. Are they designed with the user in mind or just for efficiency? 4. Measure Success Beyond the Numbers: Focus on customer satisfaction scores, feedback loops, and Net Promoter Scores (NPS). 5. Foster Continuous Improvement: Always look for ways to up your game. The customer’s world is always changing, and so should your service delivery. Following these steps not only makes a difference but truly redefines your workplace culture! Real-Life Examples of Customer-Centric Transition Here’s a story that hits home for me: A large financial organization I worked with was all about numbers, which isn’t a bad thing, but customer insights were lacking. We restructured their approach. Instead of pushing services based on quarterly targets, we started holding monthly feedback sessions with clients. Guess what? They not only revealed gaps in service but also pointed to opportunities for innovation. Revenue shot up, and the overall morale on the team improved. A classic win-win! Technology’s Role in Creating a Customer-Centric Model We can’t ignore technology in this discussion. Tools and platforms now allow us to gather data more effectively: CRM Systems: Help manage customer relationships seamlessly. Issues can be tracked, and resolutions can be timely. Analytics Tools: Allow you to predict trends and adapt quickly, keeping you one step ahead of customer expectations. Collaboration Platforms: Make it easier for teams to share insights and remain aligned on customer needs. This isn’t just tech for tech’s sake; it’s about enhancing the service we provide every single day. The People Element: Culture as a Catalyst Change doesn’t simply happen with protocol; it’s rooted in people. It’s essential to foster a culture that thinks customer-first. Here’s how: Empower Employees: Encourage them to take ownership of customer experiences. Share Success Stories: Recognize and celebrate moments where going the extra mile made a difference. Lead by Example: If leadership exemplifies customer-focused behavior, it cascades down. By embedding this mindset, we’re not just providing service; we’re creating champions in our teams who genuinely care about customer welfare. Bringing It All Together As we navigate the nuances of shared services transformation, remember: building a customer-centric service model is more than a strategic shift; it’s a journey. It’s about listening, evolving, and fostering relationships that drive loyalty and satisfaction. A successful customer-centric model isn’t an end goal; it’s a way of life. So, what are you waiting for? Let’s make that shift. If you want to delve deeper into shared services transformation, head over to THEGBSEDGE and explore insights that can benefit your journey. After all, in this rapidly evolving landscape, the only constant is change. Isn’t it time we shifted our focus to serve our customers better?

Let’s get real for a sec. In the shared services game, UX design isn’t just a checkbox on your list. It’s what makes or breaks how your teams feel about the systems they use daily. If the user experience is a mess, you can bet your bottom dollar productivity is shot. We’ve all been there, stuck trying to use a clunky platform that has you questioning your sanity. But here’s the kicker: it doesn’t have to be this way. By tackling UX design challenges head-on, we can create experiences that don’t just support our processes but actually empower our people. Let me share some gritty insights on how to cut through the complexities of UX in shared services. Understand the Users First things first: who are you designing for? Get to know your users — I mean really know them. They’re not just names on a spreadsheet; they’re operational ninjas wearing multiple hats. Conduct user interviews: Talk to your team members. What are their pain points? What do they love or hate? Personas are key: Create user personas that embody the different types of users you have. This makes designing a breeze. Empathy maps: Use these to understand how users think, feel, and behave in the system. It’s about getting into their minds. This process helps ensure you’re not just throwing solutions at a wall to see what sticks. You’re crafting experiences based on genuine needs — and trust me, your colleagues will thank you. Simplify Processes If the hassle factor is at an all-time high, it’s time to simplify. Look at your current workflows and pinpoint the bottlenecks. More often than not, shared services processes are laden with unnecessary steps. Let’s strip it down. Here’s how: Map out the user journeys: Know what steps users take to complete tasks. Identify pain points. Eliminate redundancy: If a task can be completed in one step instead of five, do it! Automate where possible: Technology can work wonders. Automate repetitive tasks so your team can focus on what matters. This isn’t just about making lives easier. Simplifying processes can significantly boost productivity and team morale. Nobody likes feeling bogged down in red tape. Iterate and Improve UX design is not a one-and-done deal. It’s an ongoing journey — one that involves constant feedback loops between users and designers. Here’s how to keep the momentum going: Regular check-ins: Schedule regular feedback sessions with users. What’s working? What isn’t? A/B testing: If you’re unsure about a design decision, test it out. Let users try both options and choose what they prefer. Update based on feedback: Don’t just collect opinions; act on them. Show users you’re listening and willing to adapt. By fostering a culture of iteration, you’re not just improving the UX; you’re making your team feel engaged and valued. Empower Your Users Here’s the thing: users are your best allies in this journey. When they’re empowered to contribute, they become champions of the new systems and processes you’ve rolled out. So, how do you turn them into advocates? Provide training: Ensure users feel comfortable with the tools they’re using. Offer workshops or guides that explain the new UI/UX. Encourage feedback: Make it clear that you value input and actively seek it out. Create channels for users to share their thoughts. Celebrate wins: Highlight successes when you’ve implemented changes based on user feedback. It shows they have a real impact. When users feel like they’re part of the process, it’s a game changer. You build loyalty, reduce resistance to change, and create a community around shared services. Stay Ahead of Trends The landscape of shared services is ever-changing, and so is UX design. Stay in the know about the latest trends, tools, and technologies. Here’s what to keep an eye on: AI and Machine Learning: These tools can enhance UX by predicting user behavior and automating tasks to reduce friction. Mobile optimization: With remote working on the rise, ensuring your services are mobile-friendly is paramount. Inclusive design: Make sure your systems cater to all users, including those with disabilities. Accessibility should be part of the plan from the get-go. Following these trends isn’t just about keeping up; it’s about leading. Be the team that others look to for guidance in shared services transformation. Final Thoughts The road to stellar UX in shared services isn’t always smooth, but it’s certainly worth the work. Take time to understand your users, simplify processes, and be prepared to iterate. With the right approach, you can turn the challenges of UX design into opportunities that uplift your whole team. Let’s not just design for users—let’s design with them. Check out THEGBSEDGE for deeper insights into shared services, transformation, and how to lead effectively in this space. I’m Vikrant Aglawe, and having spent over 20 years in the shared services industry, I assure you, embracing these strategies will lead you to success.

Ever find yourself struggling with personalization in shared services? You’re not alone. It’s one of those things that sound great in theory, yet when you get into the nitty-gritty, it can feel like a real puzzle. In my 20-plus years of experience in the outsourcing and offshoring industry, I’ve seen it all. From setting up large-scale shared service centers to leading teams to success, personalization is that elusive cherry on top we all want. Yet, navigating the challenges can be tricky. Identifying the Personalization Gaps Let’s get real for a second—how often do you feel like your team isn’t fully leveraging shared services’ potential? You might be hitting your KPIs but missing out on deeper engagement. Here’s what I mean: personalization isn’t just about making sure HR sends birthday wishes. It’s about resonating with individuals, understanding their needs, and crafting your services around them. Start by conducting surveys—ask your team what they need. Review feedback from customer interactions. Hold regular touchpoints and genuinely listen. See the Bigger Picture When you want to personalize effectively, start focusing on the larger organizational goals. It’s easy to get caught in the day-to-day details. But remember, alignment with the vision makes tailing your services around employee and customer preferences easier. I’ve sat in countless meetings where we discussed metrics, but the conversation didn’t align with what mattered most—improving lives through tailored services. Connecting shared services strategies with your overarching goals can help ensure that personalization becomes a key component of success. Technology: Your Best Friend or Worst Enemy? Many folks think technology will solve their personalization issues. And yes, the right tools can definitely streamline processes. But I’ve been there—implemented fancy software only to realize it wasn’t what our users needed. That’s why you must do your homework and select platforms that integrate seamlessly with your existing systems. Here’s what to keep in mind: Evaluate user-friendliness—can your team adopt it easily? Check for flexibility—does it adjust to your evolving personalization needs? Assess scalability—can it grow with your organization? People Matter: The Human Side of Personalization Too often, we forget that behind every service, there are people. I often tell my teams, “It’s not just about what we provide; it’s about who we serve.” This one’s crucial: invest time in understanding your teams’ and stakeholders’ cultures. Building relationships can tailor services in a way that no system could replicate. Think of it this way: if you know the unique cultures and challenges of your colleagues, you can effortlessly customize your services to meet their specific needs. Feedback Loops: Stay Relevant Want to keep honing your personalization strategies? Establish regular feedback loops. Don’t wait for the annual survey to find out what’s working or not. Instead, aim for: Monthly check-ins with stakeholders. Frequent anonymous feedback options for users. Workshops that bring teams together to discuss challenges and successes. Embrace Change with Agility In the shared services world, change is the only constant. Being willing to adapt is key. The result? A more personalized approach that resonates with your service users. Don’t shy away from tweaking your processes for better alignment. Celebrate small wins, and learn from each setback. Personalization isn’t a one-and-done effort—it’s an ongoing journey. Wrap It Up So, what’s the takeaway? Personalization in shared services is challenging, but not impossible. You can transform your operations and enhance engagement through awareness, the right tech, and a solid human approach. Feeling inspired? Dive deeper into topics like strategy leadership, technology innovation, or check out the latest insights at THEGBSESGE. Let’s keep the conversation going and build services that genuinely resonate. Here’s to embracing personalization challenges in shared services—one step at a time.