Rail Delivery Group

National Rail

Digital customer experience strategy

Digital customer experience strategy






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.


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


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.