The Future of Shared Services: Takeaways and Highlights from 15 - 16 November 2016, Singapore
The Future of Shared Services:Takeaways and Highlights from
15 - 16 November 2016, Singapore
Hi there! I’m Rochelle Hood,
your Community Manager for
BackgroundAs leaders gathered from 9 different countries across Asia, including expanded participation from emerging locations such as Sri Lanka, Indonesia and Thailand, the growth in the region was readily apparent.
Discussions focused on how to genuinely remain relevant to customers and not only keep up with, but anticipate and directly contribute to the changing business needs stimulated by digital disruption being experienced across most industries.
Sin-gaporeMalaysiaPhilippinesIndiaChinaThailandIndonesiaHong KongSri LankaROW
The keynote speaker, global futurist Anders Sorman-Nilsson, summed up the theme well as he described the “No Human” product offering.
His humorous analogy of seamless service delivery included a non-judgmental robot drone providing food delivery and a claw device for the customer to accept the order without any possibility of eye contact or human interaction.
Background
This vision of the future created pause and certainly challenged leaders in attendance to envision a world in which service delivery makes strong use of technology and automation.
The following are the key takeaways and highlights captured by myself and one of the conference chairmen, Simen Munter.
Click here to view or download all the presentations.
Background
1 Evaluate the role of your shared services team plays
in a digital world
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2Agile is an important approach
not only for IT projects; it’s no longer about cost, it’s about speed (rapid technology adoption,
faster integration of acquisitions, swifter scope expansion and globalisation of
processes)
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3 You can’t choose to be a Business Partner, you must
earn it
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4 Value is in every corner if you look for it
5Building new capabilities and
forming COE’s creates hubs for expertise in analytics and technology and increases attractiveness to talent
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6 Every business is getting digitally hacked
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7 Being customer centric is vital for the future
8Ask yourself how
connected and aligned you are to your
enterprise’s strategies
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9 Paranoia as a service drives transformation
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10Today’s workforce sees paper as
an iPad that doesn’t work; consider the tools and the way you manage your workforce of
the future
11Studies show organisations with
higher digital integration earn higher NPS (Net Promoter Score)
customer satisfaction ratings (21% of people surveyed would rather
go to the dentist than have to visit a bank branch)
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12 Design an organisational structure to drive culture
and a value systems
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13Drive innovation back in to
the business. Recognise the human element of respect and trust that moves you
away from low cost
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14Operational metrics are important
for internal operations; relationship strength is the important measure to your customers. Build a culture and behave in a way that demonstrates
customer importance, don’t measure it with a 25-page SLA
15Once you automate,
evaluate and plan how to retool your people who
have knowledge and want to move up the value chain
16Earn your seat at the table
by identifying and communicating how you your SSO is a competitive
advantage for the organisation
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17 Focus more on how to create visibility into the end-to-end
customer experience
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18Used to think of shared services
working as a flow, like a manufacturing line. Change your
thinking to race car pit stop processing and position your value
proposition differently
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19Leadership presence with
global teams is supported by adopting a servant leader
style and facilitating empowerment
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20Huge shift to digitally
enabled processes, less of the doing and more
thinking
Download all the presentation slides now!
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One last thing…