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May 15, 2017

Cindy Gallagher joins us and shares that when she joined Discovery she immediately focused on the low hanging fruit. Based on how rapidly the brand had grown, Cindy was able to come in and look at the underlying foundation of the enterprise. She realized that trust needed to be built internally to ensure that end customers were appropriately serviced. She began by asking why. Why did internal customers feel the way that they did about shared services? And from there she could focus on adding technology and ultimately through metrics giving those internal clients a dashboard filled with value for them.  She gained visibility into the organization and the organization gained trust in the shared services enterprise.