Applying ‘Launch and Listen’ to Digital Transformation | Using Customer Engagement to Improve Processes

November 23, 2023

During this Vision Dinner, Thomas Moons, Director Customer Excellence Experience at Shell, takes you on his journey. He will address the prevalent challenges faced by businesses in attaining their digital transformation objectives. Thomas will share valuable insights on how the Launch and Listen approach has empowered Shell to consistently deliver exceptional results. You are most welcome to join this session!

  • Small scaled peer session
  • Open dialogue by means of the Chatham House Rule

Thomas Moons, Shell

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Thomas Moons

Global Head of Customer Experience (CX) Excellence

Thomas Moons is a senior global business leader with working experience in various organizations and countries. He is working at Shell since 2006 and has performed several management roles. Since 2018 he is the Director Customer Excellence Experience, leading a team of 175 FTEs.



Digital transformation projects are often very large in scale, hard to control, and do not always reach the promised commitments. Shell is approaching its digital projects differently, and instead of ‘launch and leave a project’, Shell revolutionized its digital initiatives by prioritizing continuous improvement and active user engagement. Through this ‘Launch and Listen’ concept, Shell effectively collects feedback from users, both at an individual level to address specific concerns and at a collective level to identify overarching improvement areas. This user-centric approach has enabled Shell to ensure the quality, timeliness, and budget compliance of the launched products and projects.


Location: Restaurant Central Park, Voorburg

17:30 | Start program (including presentation, discussion and a 3-course dinner)
20:30 | End of formal program, opportunity for informal networking


For Directors of IT and Technology

Main language



  • Participants have to meet the previously described target audience.
  • If applicable, our partners will be presented with every application.
  • During all our sessions, the Chatham House Rule applies. This means that the participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed. This means that no report, no photos and no recordings are made of the meeting. The presentation will also not be distributed to the participants afterwards.

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