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Ep36: Reimagining Customer Experience in Railways

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In episode 36 of the CXD Podcast, Oliver King is joined by Engine's Laurie Jones and Tom Hoare to explore the intricacies of designing customer experiences in the railway sector and envision a future where rail travel is seamless, personalised, and integrated with other modes of transport.

In this conversation, Olly, Tom, and Laurie discuss the future of train travel, focusing on innovative design, the evolving role of staff, and the importance of customer experience. They explore how technology can enhance comfort and personalisation while emphasising the need for human interaction in the rail industry. The discussion also covers practical advice for improving customer experience and the significance of agility and collaboration in addressing challenges within the industry.

Connect with Laurie Jones and Tom Hoare. 

Download your copy of our Customer Experience Checklist for Rail here. 

Chapters:

  • 01:18: Getting Customers onto the Railway
  • 06:08: The Future of Railways Stations
  • 07:40: Overcoming Challenges in the Rail Experience
  • 11:57: Complexities of Ticketing Systems
  • 16:29: Looking to the Future of Rail Travel
  • 23:01: The Human Element
  • 26:44: Advice for Improving the Rail Customer Experience
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