Within the shared services industry, digitalisation is often the number one imperative to drive the next level of efficiency and value creation. However, many digitalisation efforts fail to deliver the financial value and commitments made to the business. 

Ahead of the Shared Services & Outsourcing Week Europe 2023, Thomas Moons, Global Head of Customer Experience (CX) Excellence, Shell, shares his story for getting digitalisation right by utilising a human-centric approach, to ensure digitalisation efforts have a bigger stakeholder uptake. 

Read more and discover: 

• Why digitalisation projects fail 
• How Shell’s approach to digitalisation differed from others in the industry 
• The key steps involved in a human-centric approach to digitalisation 
• Why people are an important element of success 
• How to lead people through change, and examples of when this didn’t work out as expected 
• The key lessons learnt from a human-centric approach to digitalisation, and what could’ve been done differently 
  

Download the full interview here! >>>