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!
Thomas Moons, Shell
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
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