Pr Newswire

Communication Is Not A Soft Skill In GBS. It’s A Business Skill. 🎯 Earlier today, I had the privilege to conduct the Communicating Effectively for GBS program with an engaged and highly participative cohort from the PageGroup SSC team. What stood out most was the curiosity and openness in the room. People were willing to reflect, learn, and try new approaches to communicate more effectively with stakeholders and teammates. Across the session, we explored: ✅ Communication mapping ✅ Interpersonal communication ✅ Active listening ✅ Gestures and non-verbal cues ✅ Empathy mapping ✅ Stakeholder presentations ✅ Seeking and giving feedback effectively In GBS, communication is more than speaking clearly. It’s about listening actively, understanding different perspectives, building trust, and creating confidence through every interaction. The strongest GBS professionals today are not just technically capable. They are also able to connect, influence, collaborate, and communicate with impact. A big thank you to the PageGroup SSC team for the trust, warm hospitality, positive energy, and willingness to learn throughout the program. Truly appreciated the engagement and openness from the group. 🚀

Customer Centricity Is No Longer Optional. It Is The Differentiator. 🚀 Most teams know how to complete transactions. Fewer teams intentionally design experiences that create trust, partnership, and business impact. That is the shift that truly customer-centric GBS organizations are making today. Last week, I had the privilege of completing a 2-day Customer Centricity for Business Impact program with the AICPA & CIMA GBS team. More than 2 dozen professionals across multiple process areas came together with a shared goal to create better outcomes and experiences for the people they support. What made this journey special was the openness, reflections, and willingness to challenge existing thinking. There was a strong belief that GBS can create impact far beyond transactions and process delivery. Across the two days, we explored: ✨ Understanding the human side behind every interaction ✨ Building stronger understanding of customers needs, expectations and pain points ✨ Learning to communicate effectively across different customer types and actively listen ✨ Taking ownership beyond functional and cultural boundaries ✨ Identifying opportunities to simplify and improve experiences ✨ Connecting daily work to organization impact The energy and participation throughout the sessions were incredible. There were honest conversations, thoughtful sharing, and a genuine growth mindset across the team. One thing became very clear. Customer centricity is not about doing more for customers. It is about understanding what matters most to them and intentionally creating better experiences around those moments. To the entire team, thank you for trusting me to be part of your learning journey. Thank you for your openness, curiosity, and willingness to lean into important conversations. The future of GBS will belong to teams that combine operational excellence with empathy, ownership, and business understanding. And this team is clearly moving in that direction. 🚀

2 days. 2 dozen leaders. 1 shared commitment: to partner better and deliver greater organizational impact. 🚀 Last week, I had the privilege to conduct a 2-day Partnering for Business Impact program with the AICPA & CIMA GBS team. What stood out was not just the energy in the room. It was the quality of reflection. The willingness to challenge assumptions. The openness to see business partnering not as a title, but as a mindset, behaviour and daily choice. Because in GBS, partnering is no longer just about responding well. It is about understanding the organizational context. Asking better questions. Connecting operational work to organizational outcomes. Building trust with stakeholders while having the courage to challenge, influence and guide. Across the two days, we explored how to move: ✅ From service providers to value enablers ✅ From completing tasks to shaping outcomes ✅ From managing requests to understanding real needs ✅ From supporting stakeholders to helping them make better decisions What encouraged me most was the growth mindset in the group. 🌱 Leaders who wanted to improve. Leaders who wanted to reflect. Leaders who wanted to be more intentional in how they show up for their teams, stakeholders and organisation. Business partnering is not built in one workshop. It is built in everyday moments. The difficult conversations. The follow-through. The stakeholder check-ins. The ability to listen deeply, frame clearly and influence constructively. Thank you to the AICPA & CIMA GBS leadership team for the energy, participation and commitment over the two days. I appreciate the trust given to me. 🙏 Excited to see how this group continues to strengthen the way they partner, influence and deliver impact. Because when GBS partners better, the whole organization performs better.