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.
Day 1: May 28, 2025
12:00 pm
INDUSTRY EXPERT: Scaling Support, Intelligently
Inside D2L’s CX Reinvention with AI Agents
When D2L’s global learning platform outgrew its traditional support systems, scaling without sacrificing quality became mission-critical. With 15 million users across 30+ countries, they needed more than a chatbot—they needed an innovative, human approach.
Hear the story of how D2L reimagined CX with AI Agents:
- Empowering human agents with real-time intelligence
- Personalizing experiences for diverse users
- Turning support into a product innovation and loyalty driver
If you’re leading CX at scale, this is your blueprint for building intelligent support that doesn’t lose the human touch.
2:15 pm
FIRESIDE: MANAGING SUCCESS’ IN CUSTOMER SUCCESS
Measuring What Matters
Customer success is an ongoing process. We must measure what matters to our businesses. Metrics drive alignment, accountability, and transparency. By identifying gaps, you can improve your processes and increase success for your clients and your business. Develop an action plan to:
- Identify core business outcomes
- Create input metrics to drive business outcomes
- Drive activities that are accretive to your business goals and improve processes to close client experience gaps
- Continuously monitor customer success metrics
We are here because of our clients. Drive continuous improvement with an operating plan to measure what matters.
Day 2: May 28, 2023
9:30 am
EXCLUSIVE CS SESSION: BATTLE SURVEY SATURATION
How to Get Creative to Get Customers to Communicate Back
Customers are experiencing an unprecedented increase in requests for feedback or survey responses. Develop interesting ways to capture customer feedback and stand out in the sea of reviews. Walk away with an action plan on:
- Harnessing data and design to inspire a desire within customers to share feedback
- Identifying the right places to close the loop and mitigate customer dissatisfaction
- Better utilizing customer feedback from across the organization
Heighten alignment in your feedback priorities and goals to optimize your customer engagement.
