Quirien Schouten

Digital Transformation & Customer Experience Manager Shell

Quirien Schouten is the Customer Operations Digital Transformation Manager at Shell leveraging 15 years of frontline sales and marketing experience. Quirien's team leverages digital technologies to deliver market-leading customer experiences, winning international CX awards for two consecutive years. His focus is on enhancing customer and employee experiences, ensuring efficient operations. His work is characterised by a blend of strategic foresight, operational rigour, and collaborative leadership—making them a key driver of Shell’s automation journey in the Downstream space.

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:35 Presentation: Customer Operations of the Future: The Operating Model Every Service Leader Needs

Customer operations are evolving as organisations balance rising customer expectations, increasing complexity, and the opportunities presented by AI. Yet lasting transformation requires more than implementing new technology, it demands a fundamental rethink of how service is designed, delivered, and continuously improved. In this session, Quirien shares how Shell is building its customer operations of the future by simplifying operations, redesigning customer journeys, and creating the operating model needed to deliver smarter, more connected experiences at scale.

Learning Objectives

· Understand the principles behind a future-ready customer operations operating model

· Learn how customer-centric service design and operational simplification enable transformation at scale

· Discover how to build the organisational foundations required to successfully adopt AI and intelligent automation

Key Takeaways

· A practical framework for modernising customer operations beyond technology alone

· Understanding of how to align people, processes, and customer journeys around shared outcomes

· Actionable ideas for building scalable, customer-focused operations that are ready for the future

Check out the incredible speaker line-up to see who will be joining Quirien.

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