NOT JUST A CONFERENCE. A COMMUNITY.

18 - 21 May 2026 | Estoril Congress Center, Estoril, Portugal

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Richard de Moucheron

Global Business Services (GBS) Vice President SLB

Conference Day Three: May 21st, 2026

11:30 AM PANEL DISCUSSION: FROM EFFICIENCY TO EXPERIENCE - REINVENTING CUSTOMER EXPERIENCE THROUGH METRICS AND CULTURAL SHIFT

With efficiency now table stakes, GBS and shared services leaders are redefining value through the lens of customer experience. This session explores key steps and challenges involved in reinventing customer experience from both operational and cultural perspectives:

• Why is SLA the wrong focal point when building a customer-centric culture?

• Shifting from perception to data: implementing NPS methodologies to drive experience

• Industrialising customer feedback - from execution to enterprise-wide expansion

• Building a network of customer centricity champions to drive culture change

• Establishing accountability towards the customers by sharing progress and results

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

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