Customer centricity is the new norm in shared services for driving value-add for customers. In fact, according to data from SSON R&A, 63% of SSOs and GBS in Europe are prioritizing customer centricity to advance relationships with their client base. While customer centricity is clearly on the rise, it begs the question, what does customer centricity mean to shared services? Plainly, it’s defined as putting the customer first and at the center of everything a business does. This whitepaper by SSON focuses on how AI can help shared services become more customer centric, capture the voice of the customer, and improve the agent experience.