Organizational transformation of B2B customer experience in the Energy sector.
The Business Challenge
Shell International engaged Xperience associates to help transform the end-2-end customer experience from “Offer to Cash”, across all Downstream businesses (Marine Fuel, Gasoline, Aviation, Lubricants, Bitumen).
The CX Solution
The multi-year engagement drew upon two CX services.
The Results & Benefits
“We chose Xperience Associates to lead our end-2-end global customer experience programme. The creation of Customer councils with membership drawn from every Business Unit and operating functions, further sharpened our customer focus and made real improvements to our B2B customer experience.”
Andrew Chong – Global Customer Assurance