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

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One last thing…