We engaged Xperience Associates to lead the vendor selection and roll out of a B2B Order-to-Cash customer experience survey within the US, Europe, Latin America and Asia. Xperience Associates brought a different approach using their experience gained in other industries. The introduction of Order-to-Cash councils further sharpened our customer focus. The cross-functional teams identified improvement opportunities and most important operational savings.
Our Order-to-Cash customer journey has further galvanized internal functions, and customer touch-point owners towards delivering a world-class customer experience.
Andrew Chong, Global Customer Service Assurance, Shell International