Christina CritzerSVP, Intelligent Automation
A high energy, results driven senior executive with 20+ years of proven track record focused on leading high performing, global teams through transformation to successful delivery of strategic business objectives establishing vision and executional excellence without disrupting client satisfaction and enabling profitable growth. Recognized for collaborative style, proactive communications and ability to adapt to changing environments and industries to include roles in start-up, growth and Fortune 500 companies.
Remember the days when it was a cost driver to staff as low as possible? Nowadays talent, and plenty of it, is your true competitive differentiator. According to SSON’s 2017 Global Report, SSCs are prioritizing talent and updated skills (customer service, automation, data analytics) to support their future business plans. The Modern SSC requires a different competency, a reassessment of current roles and responsibilities, a desire to embrace a world where man and machine must coexist, and revamped career paths and performance management structures. During this panel, attendees will:
· Highlight the shifting skill sets (i.e., analytical, data acquisition and monetization, and more) and competencies needed to thrive in a modern day SSO
· Accelerate talent by redesigning career paths, training and performance management
· Hear how man and machine can most effectively coexist
· Prepare for resistance to change