Digital technology has reset customer expectations around convenience, service, speed and a seamless experience. Strong data-enabled customer connections and deep insight of their needs are imperative to customer centric organisations like Shell. Intelligent systems are altering our relationships with customers. By treating every customer as an individual, we are better able to deliver a personalised and more convenient service.
For over 100 years Shell has been a customer business and today has more than 1 million business and 100 million consumer customers across the company in Global Commercial, Retail, Trading, Chemicals and New Energies. Historically, our offers have been hydrocarbon products, but with non-fuels retailing, new fuels, eMobility, and data enabled services and solutions, they are evolving and becoming more integrated. Increasing customer sophistication and expectation requires a more data driven approach to enable targeted offers, efficient communication, and a seamless experience both online and in the physical world.
Shell is engaging with their customers on decarbonization and sustainability needs. Many of our customers and suppliers are in industries which face significant challenges in meeting their sustainability targets. Digital technologies allow us to thrive through the transition to lower-carbon energy as they are an important tool for monitoring and improving energy efficiency, both for Shell and our customers.