Digitalisation can enable shared services and GBS organisations to enhance their agility and responsiveness to business needs while providing new service offerings that cater to evolving customer demands. Nevertheless, the substantial expenses involved in implementing digitalisation projects often impede leaders from delivering a satisfactory ROI and value to the organisation. 

Ahead of the Shared Services & Outsourcing Week Europe Autumn 2023, we spoke exclusively to Thomas Moons, Global Head of Customer Experience (CX) Excellence, Shell, about how he utilised 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 >>>