Innovation in rail was once reliant on engineering and infrastructure, but today's technology advances enable rail to adapt to every aspect of the customer journey.
Railways are in need of efficient systems in order to capture customer data to offer personalised and predictive options to their travellers. Done right, rail technology raises productivity, cuts costs, and gives the whole customer experience a new feeling of ease and peace of mind.
Customisation is already influencing the world of today’s travel and with the wealth of data available, it is now the time to know your traveller.
26% of travellers are more likely to respond to messages tailored to personal interests.
Data-driven customer insights will be key to more personalised experiences. Information about the customer’s preferences will enable rail operators to anticipate traveller needs and be a key factor for differentiation.
Using these insights, rail operators can anticipate the services their travellers need on a journey and which revenue-boosting services they can offer them prior to their trip. By doing so, passengers’ perception of the rail journey, and the value they assign to rail brands will significantly improve, transforming rail passengers into loyal customers.
In the last ten years, travel experienced more change than it saw in the previous fifty years. It was nothing less than a customer revolution.
In this paper we bring together leading figures from across the European travel industry to discuss how the rail industry can win the battle for the customer. Technology is the critical enabler in the customer revolution: The Battle for the Customer will ask how rail can use it to strengthen customer focus and look to other industries for best practices in terms of the strategies and mind sets that drive change.
LEARN MORE FROM NIENKE BLOEM
Learn more about Customer Experience in our interview with Nienke Bloem, a first hand specialist.
How can railways ADAPT TO THE NEW TRAVELLERS' SEGMENTATION
Decius Valmorbida gives us an insight onthe Future Traveller Tribes 2030 study.
Millennial travellers are challenging railways to innovate. The rail companies that respond with flexible, mobile, personalised products, services and solutions are those that will succeed in capturing the loyalty of this traveller segment.
As speed, technology and staff education improve, rail companies will have a real chance to get back the full romance of rail travel and create a better passenger experience.