Customer Experience

Crafting Product-Centric GBS Ever sat down and thought, “Why does my shared services center feel more like a black hole than a powerhouse of productivity?” You’re not alone. Countless professionals…

Have you ever felt like you’re swimming against the tide after a significant change at work? Maybe you’ve launched a new process, overhauled a system, or rolled out a new…

This thought often dances in my mind: Why do some organizations thrive while others seem stuck in the mud? After 20 years in the shared services industry, I’d argue it…

Why Stakeholder Management Matters in Shared Services Let’s be honest. Managing stakeholders can sometimes feel like herding cats, right? You know you have a group of people with different priorities,…

What’s the most reliable way to show whether your shared services are hitting the mark? It’s all about client success metrics. If you’re shaking your head, I get it. Many…

Ever felt like your team’s training is just a checkbox exercise? Like, something to complete and forget about? We all know that feeling. You sit in a session, and it’s…

Have you ever felt swamped by the sheer volume of tasks that come with account planning? Are you constantly searching for ways to streamline processes and enhance collaboration in your…

Have you ever felt overwhelmed by the flood of feedback from clients? Listening to customers can feel like drinking from a firehose. Too many voices, too many opinions—where do you…

Ever sat in a service review meeting and felt like you were watching paint dry? It’s a common feeling. Or maybe you’ve found yourself wrestling with how to make these…

Ever stared at a report, sipping your coffee, and thought, “What does this even mean for my clients?” You’re not alone. Client reporting can feel like a maze, especially when…