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RAIL DELIVERY GROUP

Rail Delivery Group

DIGITAL CUSTOMER EXPERIENCE STRATEGY

Digital customer experience strategy

#accelerating-commercial-growth-and-efficiency

#customer-experience-design

#digital-strategy-and-change

#digital-strategy-and-change

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BRIEF

Customer experience and rail travel aren't often used together but National Rail Enquiries spotted an opportunity to buck that trend – through the development of a digital customer experience strategy.

APPROACH

We structured a programme to provide NRE with the strategy needed to deliver improved customer and commercial performance for the next 5 years.

OUTCOME

Key stakeholders were supportive of the strategy that was based on deep insights, a nuanced view of customer types and needs, alongside an optimum channel mix. The Board is now seeking approval for funding and support from the Train Operating Companies.