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  "documentTitle": "Global Business Services Performance improvement",
  "authorId": "Deloitte",
  "authorName": "KPMG",
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  "notes": "The slide uses a testimonial-style quote to emphasize the value of personalization in GBS.",
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      "text": "Personalised to-do lists for roles or functions\nNewsletters for specific locations\nEscalation history for service agent teams\nApprovals required by a specific manager",
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      "text": "Delivering personalised experiences. Great experiences are typically personalised. That's why you should aim to deliver persona-based content.",
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      "kind": "paragraph",
      "text": "From here, a primary vehicle for delivering a top performing GBS is the user experience. This will help determine whether your GBS becomes embedded within your organisation's culture.",
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      "text": "Personalisation can make it easier for users to find what they're looking for and complete transactions. That can result in a much-improved experience for employees, customers, suppliers and other external parties.",
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      "text": "We recommend making a step-change in your thinking. Instead of focusing solely on operational gains, you should put the focus on end-user experience and outcomes.",
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      "kind": "paragraph",
      "text": "Your GBS is built upon the foundations of thorough functional processes and a single portal. Even if your transactions are still siloed, you should get the building blocks in place — an appropriate operating model, tech stack and governance.",
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      "kind": "paragraph",
      "text": "Reducing costs may be a key driver of your business services transformation. But to deliver a next-gen GBS, the focus should be on user experiences.",
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      "text": "03 Focus on user experiences",
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