#accelerating-commercial-growth-and-efficiency
#customer-experience-design
#digital-strategy-and-change
#digital-strategy-and-change
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.
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