Royal Dutch Shell gas station signage shell symbol sign closeup detail Shell brand logo oil and gas company worldwide global gas petrol distributor A lot of time and money goes into digital projects, the vast majority of which is often wasted. Many digital transformation projects fail altogether. It is impossible to have any interaction with a supplier or a vendor without having your satisfaction as a customer assessed. Just think about the volume of survey emails you received the last time you booked a hotel room. Very rarely do companies measure employee satisfaction in the same ongoing, continuous way. I am not a digital native, but in 2018 when I started in my current role to digitize Shell’s customer backbone, I did so with a fresh pair of eyes. I realized that many companies struggle with digital initiatives because they don’t listen to what users think about the digital tools they’ve been given. What tends to happen is the company sees an opportunity to increase the customer experience and/or lower the cost through a digitization project. A team is put to work. After launch, the team disbands and the users are left to their own devices. In many cases, […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
