The last Passenger Rail Europe Conference in Amsterdam was the opportunity to discuss relevant issues with key rail players from all across Europe.
Antoine de Kerviler, Director R&D, Rail and Ground Travel shared a presentation where he looked at whether the key driver of a renewed and modernised rail industry would be technology or business agility.
After defining the concept of a modernised railway, Antoine looked at what the passenger experience could be like in the future, for example:
- buying tickets from anywhere and in any form,
- adding the flexibility to be able to book 24/7,
- emphasising customer service,
- having real-time travel assistance service, whether during the customer journey or while buying a ticket.
He also raised another issue: most companies and especially the railway sector run into the problem of the production paradox. While technology is speeding up growth, it is not necessarily improving productivity. And in this whole relationship between technology and productivity, customer experience and customer satisfaction must be at the centre.