Main Conference Day 2: December 1

7:30 AM - 9:15 AM WORKSHOP B: Re-Engineering Your Customer Satisfaction Assessment Methodologies

9:30 AM - 10:15 AM PANEL: "Pivot" Like a Startup—How to Adjust, Adapt, and Aligh Your SS at Each Stage of Your Journey

10:15 AM - 11:00 AM PANEL: When and How to Expand Your Horizons—Tips 'n' Tricks for Successful Scaling of Service Delivery

11:30 AM - 12:30 PM CLINIC C: Key Components of a Customer-Centric Shared Services Experience

1:30 PM - 2:15 PM PANEL: Strategies to Transform Your SSO Into a Knowledge Community of Subject Matter Experts

2:15 PM - 3:15 PM CLINIC D: Lean and Six Sigma Methodologies Applied to Shared Services

3:15 PM - 4:00 PM Closing Town Hall