CX – The New KPI For GBS Leaders
Natarajan Gopalan
VP of Shared Services
Peter Mitchell
Global Head of Integrated Business Services
AJ Wijesinghe
Head of Global Business Services
Key Takeaways
- Cost cutting strategies are crucial, but cutting costs too deep may impact customer experience
- Keep the business processes simple and easy for the customers
- Keep customers in the center of every process and help improve customer experience
