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Service Management is the main function for delivering satisfactory services in GBS organizations. It includes planning, design, delivery, and continuous improvement of services to meet the needs of the business. Service Experience (SX), on the other hand, is broader, covering the end-to-end user experience with the service. It focuses on the quality of interactions, satisfaction, ease of use, and the overall stakeholder journey from the first contact to resolution of their needs. In GBS organizations, Service Experience and Service Management are usually either two separate functions or combined under one role.
This report takes the pulse of the current state of play of GBS and Service Experience. Is it becoming important enough to sit at the top table of our business services organizations? Does the leader hold sufficient rank to be effective? Is it resourced for success?
This report is exclusive to SSON Research & Analytics subscribers.
- Isabella Kosch, Customer Experience Executive, previously Head of GBS Service Management at Swarovski
- Deborah Kops, Managing Principal, Sourcing Change
- Barbara Hodge, Global Editor, SSON Research & Analytics
- Syazana Lim, Lead Research Analyst, SSON Research & Analytics
- Lucile Charrier, Head of Service and Customer Experience GBS, AkzoNobel
- Alexander von Thielmann, Head of Opportunity-to-Cash Services and Customer Relationship Management, Siemens Global Business Services
- Dr. Matthias Egelhaaf, Head of Digital Solutions, Siemens Global Business Services
