As a century-old company, Shell faces the formidable challenge of integrating modern tools into legacy operational systems while preserving decades of structured processes. In this insight-packed discussion, Shell’s Digital Transformation and Customer Experience Manager, Quirien Schouten, unpacks how the energy giant is balancing innovation, automation, and human insight to power this evolution.
He describes how Shell evaluates which digital initiatives to scale, the value of experimentation and learning from failure, and how to embed a digital-first mindset within a traditional enterprise.
Key themes:
- Why harmonising automation and responsiveness is critical for CX transformation
- Navigating change in a deeply established environment
- The leadership behaviours that accelerate digital adoption
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