Newsletters

On a regular basis we inform you via a Newsletter on interesting topics and events from the field. Not discriminating on source, we strive to give you value content on the topics we care about in our professional lives.

Three Myths of Customer Experience and NPS Feedback
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Don’t shoot the messenger – I appreciate this is sacred turf for many!

I was initially uneasy with the implications of this article myself. 

But after deeper thought, maybe there are genuine lessons we can learn here.

We have a

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Research Insights: P2P/AP Performance in Digital Shared Services/GBS
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Welcome to December!

Procure to Pay (P2P) is a critical – perhaps THE critical – process in shared services/GBS. It is the most common activity to be managed from a shared services model, and the one that has significant potential …

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3 Simple Messages To Enhance “Experience”
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In all our discussions around “end to end” processes, value creation and elimination of waste, there is a growing theme that “experience” is key.

The experience of the process participant, whether that is a customer, supplier, colleague, business partner or …

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Breaking Down Silos – “End to End, Up & Down & Across”
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I had the privilege to attend the Global Business Services day held by The Conference Board at PwC in New York City yesterday.

It was a dynamic, engaging day and, of course, “AI & GenAI” percolated into many conversations, but …

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The New Powerhouse, GBS, gets a “Seat at the CEO Table”
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Who knew?

There is a specific CEO publication, “Chief Executive”.

I read an article in this august publication this week, “The New Powerhouse: From Global Business Services (GBS) To The Center Office”.

Recent research, as well as anecdotal evidence, shows …

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CEOs and CFOs Focus on Near Term Challenges
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I read two related pieces this week, an article in Fortune by Lance Lambert and the 2023 Global Finance Trends Survey of CFOs from the team at Protiviti.

CEOs turned somewhat bearish this quarter, following several quarters of improving optimism.

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Winning Hearts & Minds in Finance & Procurement
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I read two interesting articles this week that merged into this theme.

One was a read and the other a watch, or rather a re-watch.

“Finance and Procurement: How to Become Natural Allies”

James Meads comments that there are often …

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Do We Need Leaders With Higher EQ?
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I have had a manically busy couple of weeks holding down my day job and running workshops at 3 different conferences in different locations.

Shared Services & Outsourcing Week in London, Credit Matters (O2C) in Krakow and APA Conference (P2P)

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The Emperor’s New Clothes Arrive . . .
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I read an article by Tom Davenport in Forbes that absolutely resonated with me.

Titled “Are Boards Kidding Themselves About Generative AI?”, the article reviews a survey of 300 Board members.

An important technological development, with a lot of …

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CFOs play defense: Cost cutting is being prioritized over growth
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A recent survey caught my eye in an article by Chris Gaetano in CFO Dive.

CFOs ranked cutting costs and driving efficiencies as their NUMBER ONE priority in the finance function, jumping from number eight in 2021 and number three

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