Drove transformation in customer experience for Shell’s B2B and B2C businesses across 70+ markets.
Mark has been an active CX professional for over 20 years. As CX lead for Shell’s global customer experience initiatives, Mark elevated the customer experience strategy and operations to the best-in-market.
Mark’s passion lies in transforming a business around the customer conversation, finding the most rewarding part in seeing the change in attitude and behaviours internally, to rally behind the delivery of the experience.
Everyone has the right to expect a great customer experience. Mark strives to help fellow CX leaders succeed and deliver their business goals. With the support of the TribeCX community, his breadth of CX experience, understanding, and global reach, ensures CX leaders get the right advice and support.
Key CX Achievements:
- Drove a transformation in customer experience for Shell’s B2B and B2C customers across 30+ markets, with Customer Satisfaction Index scores rising from 6.4 to 8.5 and Net Promoter Scores jumping from below 20 to 60.
- Oversaw a company-wide cultural shift which embedded customer experience at the centre of the business, resulting in over $100m of additional revenue.
