Case Study: Shell achieves personalized, scalable social customer experiences and cost savings with Sprinklr

How Social Media Fuels Digital Transformation at Shell

Royal Dutch Shell, a global energy leader undergoing digital transformation, needed to deliver personalized customer experiences at scale. Marketing operations were fragmented across roughly 100 social accounts with little measurement, campaign planning, or cross-team collaboration, making consistent engagement and oversight difficult.

Shell adopted Sprinklr’s unified social customer experience platform to centralize content creation, approvals, publication, and paid amplification across marketing and advertising. The platform delivered end-to-end visibility into campaigns and the customer journey, united previously siloed teams, increased executive oversight, reduced risk, cost, and time, and drove stronger engagement—growing audience interactions to thousands of customer engagements each month and improving overall customer experience.

Shell

Americo Silva

Global Head of Digital and Social Media