Head of Business Services Centre
2:30 PM AUSTRALIAN THOUGHT LEADERSHIP: Balancing Human and Digital Labor: Creating an Effective Mix of Digitization, Automation and Outsourcing to Improve Customer Experience
According to SSON Analytics, 38% of Australian attendees measure their shared service by improving customer service.
This session explores how Kerri-Anne is driving a transformation through Downer and her Business Services Centre to focus on innovation and improving customer experience. With an intentional move towards a “Business Services Centre” rather than a Shared Services Centre, she has been focusing on creating the optimal mix of human, automated and outsourced labor to complement the operating structure. Through addressing challenges like maturity, culture and capability, Kerri-Anne has been able to drive measurable benefits to add value, improve customer experience and increase scope.
Aligning people, automated technology and outsourcing to increase capacity and scope of business services
Restructuring and redeploying your people to work on value adding tasks after automation has been implemented
Taking a customer centric mindset and measuring your benefit through increased customer experience