Experience

 

Experience ADVISORY BOARD

 

Charles Bernheim, Director of Service, Thalys

Charles Bernheim
Director of Service
Thalys

Berend-Jan Rietveld, Head of Aviation Marketing Communications, Rietveld

Berend-Jan Rietveld
Head of Aviation Marketing Communcations
Royal Schiphol Group

Florian Kappler, Head of Strategic Planning, BLS AG

Florian Kappler
Head of Strategic Planning
BLS AG

Barbara Polak, Head of Customer Experience, ÖBB

Barbara Polak 
Head of Customer Experience
ÖBB

 

SEE MORE SPEAKERS

DAY 1  |  DAY 2 

CUSTOMER EXPERIENCE, Tuesday 13 November 2018

08:00

Registration Opens

PREPARING FOR THE FUTURE OF RAIL

Roger Van Boxtel
09:06

Looking forward to the mobility of the future and the role of railways in our society of 2040

This year, Roger Van Boxtel, CEO at NS will be joining us to share his organization’s vision for the next 30 years. From digital innovation to the rise of new modes of transport and mobility behaviors, understand how NS is positioning itself for the future.
Yves Desjardins Siciliano
09:20

Preparing Northern American rail for the next era of mobility

Join Yves Desjardins-Siciliano, CEO, Via Rail Canada to understand the big plans for the growth of passenger rail in Canada. From infrastructure growth, to new business models to fulfill the full end to end journey, Yves will be sharinghis vision with the audience.
Jochen Engert
09:35

Flixbus and the future of transport in Europe and beyond

Jochen Engert, MD, Flixbus will join us at an interesting point in the company’s expansion. Having established a dominating presence in Europe across Europe, Flixbus is now expanding to the US as well as venturing into the European rail industry with Flixtrain in Germany, Jochen will join us to Flixbus’ story and vision for the future.
10:20

Morning Coffee & Networking

Roger Van Boxtel
10:50

CEO Keynote panel

CEOs from MTR Express, Thello, Flixbus, Via Rail Canada and NS will take to the stage to discuss the biggest challenges facing the transport industry – and the opportunities they are keen to take grasp of.
round tables
11:30

Round Table Discussions

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Challenges of creating the best product structure to attract and retain customers
Juan Antonio Cuesta Canas

Juan Antonio Cuesta Canas, Director, EcoRail

How can rail operators shape the future of multi-modal transport?
Barbora Mickova

Barbora Mickova, Chief Institutional Affairs Officer, Leo Express

How can stations provide a better experience for customers?
Sebastiaan De Wilde

Sebastiaan De Wilde, Director Station Development and Maintenance, NS

Including peer to peer carsharing as an effective solution for the last mile challenge: sharing the Czech Story
Jan Charouz

Jan Charouz, CEO, SmileCar

Sharing how SBB works to ensure all digital platforms are well designed for customer usability
Daniel Boos

Daniel Boos, Head of User Experience, SBB CFF FFS

DIGITAL CX

Berend-Jan Rietveld
CUSTOMER EXPERIENCE
12:35

Putting digital technology at the top of our list for customer experience innovation at Schiphol

  • Developing a coherent customer experience at Schiphol: successfully implementing change
  • Understanding the impact that technology can have on our customer’s and investing where it matters
  • Sharing some insights from our program and the early impact we are seeing
Nicole Goebel
CUSTOMER EXPERIENCE
12:50

“Is Digital killing Loyalty?” the future of loyalty in rail

  • Understanding that consumers are loyal to experiences; not to companies
  • Hear how rail operators can adapt to customer expectations in a fast paced - economic and technological environment
  • What can rail operators do to stay relevant to their customers and to grow loyalty?
CUSTOMER EXPERIENCE
13:05

The role of digital in the customer experience

Using the data we have for our customers to provide a personalised serviceSharing our successful experience implementing chatbots across our digital platformsHow do we ensure we are implementing technology in the right places to really help our customers?
13:25

Networking Lunch

ON BOARD EXPERIENCE

Roberto Abbondio
CUSTOMER EXPERIENCE
14:45

Driving commercial growth in rail with ancillary services and partnerships

  • Sharing Eurostar’s approach to new digital business and commercial success
  • Facilitating the full trip and fighting back against commoditisation
  • Using data and a curated proposition to individualise the relationship with customers
Florian Kappler
CUSTOMER EXPERIENCE
14:45

Prioritising on-board customer experience as a key component of successful competition

  • Our vision for the future of BLS services: customer centricity and its role in the future of rail
  • Understand BLS’ current service and the reasons behind our refreshed approach
  • Diving into some key areas of change: from on-board services and the role of our conductors
Barbara Polak
CUSTOMER EXPERIENCE
15:20

The role of on board to improve customer experience

  • Solving problems for our customers: developing a fail fast approach at OBB
  • Making sure that on board experiences are prioritised: sharing our experiences
  • Diving in: sharing our projects and learnings from previous experiences
Gerry Culligan
CUSTOMER EXPERIENCE
15:50

The next phase in our Customer First program: Managing disruption on our trains

  • The role of technology when dealing with delays and communicating with our customers
  • Making sure our real-time information is managed effectively so we can share information with our customers
  • Optimising processes post disruption: how can we ensure that it is easy for our customers to manage compensation
Klaus Aakilde
CUSTOMER EXPERIENCE
16:15

Managing real time disruption in Copenhagen

  • Sharing our omni-channel approach to managing disruption from social media to our website
  • Managing disruption in-station and on-platforms: using digital screens for real-time information
  • Understand how we merge customer experience with revenue generation
16:30

Networking Coffee Break

CLOSING KEYNOTE

Antoine De Kerviler
17:00

The International Rail Revolution - API technology driving today's change

Udi Sharir
17:30

Dragons Den Pitches

We have partnered with some of the best developers from start-ups and Universities around the world to solve the everyday problems that the rail industry faces.Some of the very best organisations that have emerged from our research will give a 3-minute pitch on stage to you the audience and to our carefully selected judging panel of some of the rail industry’s most informed executivesUdi Sharir, Co-Founder & CEO, Save a Train
Interviewee: Udi Sharir, Co-Founder & CEO, Save A Train B.V.
18:00

Evening Drinks Reception

Join us for a fun packed drinks reception - an opportunity to network in a more relaxing setting in the centre of Amsterdam
last published: 16/Aug/18 16:35

 

CUSTOMER EXPERIENCE, Wednesday 14 November 2018

08:00

Registration & Morning Coffee

Tom Cheesewright
09:00

Rolling Friction: Building a Future-Ready Railway

Ever since the first proto-humans, we have used technology to ease our lives, to lower friction. If you understand how falling friction changes businesses, markets and customers, then you can start to see the direction of travel. Applied Futurist Tom Cheesewright takes a look at tomorrow’s rail industry and the likely impacts of technology in driving change: in service, customer behaviour, and demand.
Alexandra Van Huffelen
09:15

The future of mobility in Amsterdam

GVB is one of the most innovative and forwarding thinking transport organisation in the World and Alexandra will be joining us to share her thoughts on the future of mobility in Amsterdam.
Andrew Salzberg
09:20

Discussing Uber's role in the future of rail

As Flixbus has established a dominating presence in Europe and is now expanding to the US as well as venturing into the European rail industry with Flixtrain in Germany, Jochen will join us to Flixbus’ story and vision for the future.
Sovan Shatpathy
09:45

Shaping the future of rail with digital innovation in North America

  • Delivering real digital transformation at Amtrak: our story so far
  • Diving into some case studies: Understand the impact of digital on our customers & employees
  • Understanding how rail operators can grasp the digital opportunities at their fingertips
Anu Muurinen
10:00

Move with purpose, new futures in rail & transit

  • Understanding how successive waves of digital disruption are reinventing rail and transit
  • Why rail operators running “business as usual” are exposing themselves to threats from digital competitors
  • Boost profits, Unlock value, Innovate fast, Exploit new opportunities and Drive growth by accelerating your digital journey
  • Rotate to the New NOW!
10:20

Morning Coffee & Networking

round tables
11:30

Round Table Discussions

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Designing the future of interior rail – OBB Nightjet case study
Kirsty Dias

Kirsty Dias, Director, PriestmanGoode

Developing a 'hybrid security' network – why cybersecurity alone won't cut it
Egle Radvile

Egle Radvile, Director of Information Technology, JSC Lithuanian Railways

How can operators capitalise on new tech, particularly smartphones, to increase frequentation on their networks?
Jérôme Kravetz

Jérôme Kravetz, Network Director, SMTC - Tisséo

Identifying the gaps between digital sales channels and understanding how they can be bridged
Implementing integrated ticketing systems enhanced by sustainable technology
David Hytch

David Hytch, Technology Lead, Calmac Ferries

Innovation starts from within: evaluating how transport operators can foster a culture of innovation and embrace digital disruption?
Manuel Gerres

Manuel Gerres, Managing Director Deutsche Bahn Digital Ventures & Head of New Digital Business, Deutsche Bahn

Key considerations for operators when implementing big data projects in personalisation
Martijn Scheele

Martijn Scheele, Head of Data & Analytics, NS

Thinking outside the box to provide innovative, additional services for passengers using smart cards & e-tickets
Julija Balanova

Julija Balanova, e-Ticket Project Manager, R.P. Rigas Satiksme Sia

OWNING THE CUSTOMER

Thandeka Buthelezi
CUSTOMER EXPERIENCE
12:35

Gaining rail’s market share in the South African transport mix

  • Modernising our services to encourage rail travel: sharing our vision for the future of rail
  • Making it easier to travel: the role of the journey to and from the station
  • Communicating our product effectively to share how we are improving the service
Nadine Koszler
CUSTOMER EXPERIENCE
13:05

Creating a travel experience for the whole journey

  • How are Eurail focusing on the customer’s whole trip to enhance the full experience
  • Using digital technology to create a new relationship with our partners
  • Creating new value with partnerships and focusing on the destination
last published: 16/Aug/18 16:35

 

 

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CUSTOMER EXPERIENCE, Tuesday 13 November 2018

08:00

Registration Opens

PREPARING FOR THE FUTURE OF RAIL

Roger Van Boxtel
09:06

Looking forward to the mobility of the future and the role of railways in our society of 2040

This year, Roger Van Boxtel, CEO at NS will be joining us to share his organization’s vision for the next 30 years. From digital innovation to the rise of new modes of transport and mobility behaviors, understand how NS is positioning itself for the future.
Yves Desjardins Siciliano
09:20

Preparing Northern American rail for the next era of mobility

Join Yves Desjardins-Siciliano, CEO, Via Rail Canada to understand the big plans for the growth of passenger rail in Canada. From infrastructure growth, to new business models to fulfill the full end to end journey, Yves will be sharinghis vision with the audience.
Jochen Engert
09:35

Flixbus and the future of transport in Europe and beyond

Jochen Engert, MD, Flixbus will join us at an interesting point in the company’s expansion. Having established a dominating presence in Europe across Europe, Flixbus is now expanding to the US as well as venturing into the European rail industry with Flixtrain in Germany, Jochen will join us to Flixbus’ story and vision for the future.
10:20

Morning Coffee & Networking

Roger Van Boxtel
10:50

CEO Keynote panel

CEOs from MTR Express, Thello, Flixbus, Via Rail Canada and NS will take to the stage to discuss the biggest challenges facing the transport industry – and the opportunities they are keen to take grasp of.
round tables
11:30

Round Table Discussions

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Challenges of creating the best product structure to attract and retain customers
Juan Antonio Cuesta Canas

Juan Antonio Cuesta Canas, Director, EcoRail

How can rail operators shape the future of multi-modal transport?
Barbora Mickova

Barbora Mickova, Chief Institutional Affairs Officer, Leo Express

How can stations provide a better experience for customers?
Sebastiaan De Wilde

Sebastiaan De Wilde, Director Station Development and Maintenance, NS

Including peer to peer carsharing as an effective solution for the last mile challenge: sharing the Czech Story
Jan Charouz

Jan Charouz, CEO, SmileCar

Sharing how SBB works to ensure all digital platforms are well designed for customer usability
Daniel Boos

Daniel Boos, Head of User Experience, SBB CFF FFS

DIGITAL CX

Berend-Jan Rietveld
CUSTOMER EXPERIENCE
12:35

Putting digital technology at the top of our list for customer experience innovation at Schiphol

  • Developing a coherent customer experience at Schiphol: successfully implementing change
  • Understanding the impact that technology can have on our customer’s and investing where it matters
  • Sharing some insights from our program and the early impact we are seeing
Nicole Goebel
CUSTOMER EXPERIENCE
12:50

“Is Digital killing Loyalty?” the future of loyalty in rail

  • Understanding that consumers are loyal to experiences; not to companies
  • Hear how rail operators can adapt to customer expectations in a fast paced - economic and technological environment
  • What can rail operators do to stay relevant to their customers and to grow loyalty?
CUSTOMER EXPERIENCE
13:05

The role of digital in the customer experience

Using the data we have for our customers to provide a personalised serviceSharing our successful experience implementing chatbots across our digital platformsHow do we ensure we are implementing technology in the right places to really help our customers?
13:25

Networking Lunch

ON BOARD EXPERIENCE

Roberto Abbondio
CUSTOMER EXPERIENCE
14:45

Driving commercial growth in rail with ancillary services and partnerships

  • Sharing Eurostar’s approach to new digital business and commercial success
  • Facilitating the full trip and fighting back against commoditisation
  • Using data and a curated proposition to individualise the relationship with customers
Florian Kappler
CUSTOMER EXPERIENCE
14:45

Prioritising on-board customer experience as a key component of successful competition

  • Our vision for the future of BLS services: customer centricity and its role in the future of rail
  • Understand BLS’ current service and the reasons behind our refreshed approach
  • Diving into some key areas of change: from on-board services and the role of our conductors
Barbara Polak
CUSTOMER EXPERIENCE
15:20

The role of on board to improve customer experience

  • Solving problems for our customers: developing a fail fast approach at OBB
  • Making sure that on board experiences are prioritised: sharing our experiences
  • Diving in: sharing our projects and learnings from previous experiences
Gerry Culligan
CUSTOMER EXPERIENCE
15:50

The next phase in our Customer First program: Managing disruption on our trains

  • The role of technology when dealing with delays and communicating with our customers
  • Making sure our real-time information is managed effectively so we can share information with our customers
  • Optimising processes post disruption: how can we ensure that it is easy for our customers to manage compensation
Klaus Aakilde
CUSTOMER EXPERIENCE
16:15

Managing real time disruption in Copenhagen

  • Sharing our omni-channel approach to managing disruption from social media to our website
  • Managing disruption in-station and on-platforms: using digital screens for real-time information
  • Understand how we merge customer experience with revenue generation
16:30

Networking Coffee Break

CLOSING KEYNOTE

Antoine De Kerviler
17:00

The International Rail Revolution - API technology driving today's change

Udi Sharir
17:30

Dragons Den Pitches

We have partnered with some of the best developers from start-ups and Universities around the world to solve the everyday problems that the rail industry faces.Some of the very best organisations that have emerged from our research will give a 3-minute pitch on stage to you the audience and to our carefully selected judging panel of some of the rail industry’s most informed executivesUdi Sharir, Co-Founder & CEO, Save a Train
Interviewee: Udi Sharir, Co-Founder & CEO, Save A Train B.V.
18:00

Evening Drinks Reception

Join us for a fun packed drinks reception - an opportunity to network in a more relaxing setting in the centre of Amsterdam
last published: 16/Aug/18 16:35

CUSTOMER EXPERIENCE, Wednesday 14 November 2018

08:00

Registration & Morning Coffee

Tom Cheesewright
09:00

Rolling Friction: Building a Future-Ready Railway

Ever since the first proto-humans, we have used technology to ease our lives, to lower friction. If you understand how falling friction changes businesses, markets and customers, then you can start to see the direction of travel. Applied Futurist Tom Cheesewright takes a look at tomorrow’s rail industry and the likely impacts of technology in driving change: in service, customer behaviour, and demand.
Alexandra Van Huffelen
09:15

The future of mobility in Amsterdam

GVB is one of the most innovative and forwarding thinking transport organisation in the World and Alexandra will be joining us to share her thoughts on the future of mobility in Amsterdam.
Andrew Salzberg
09:20

Discussing Uber's role in the future of rail

As Flixbus has established a dominating presence in Europe and is now expanding to the US as well as venturing into the European rail industry with Flixtrain in Germany, Jochen will join us to Flixbus’ story and vision for the future.
Sovan Shatpathy
09:45

Shaping the future of rail with digital innovation in North America

  • Delivering real digital transformation at Amtrak: our story so far
  • Diving into some case studies: Understand the impact of digital on our customers & employees
  • Understanding how rail operators can grasp the digital opportunities at their fingertips
Anu Muurinen
10:00

Move with purpose, new futures in rail & transit

  • Understanding how successive waves of digital disruption are reinventing rail and transit
  • Why rail operators running “business as usual” are exposing themselves to threats from digital competitors
  • Boost profits, Unlock value, Innovate fast, Exploit new opportunities and Drive growth by accelerating your digital journey
  • Rotate to the New NOW!
10:20

Morning Coffee & Networking

round tables
11:30

Round Table Discussions

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Designing the future of interior rail – OBB Nightjet case study
Kirsty Dias

Kirsty Dias, Director, PriestmanGoode

Developing a 'hybrid security' network – why cybersecurity alone won't cut it
Egle Radvile

Egle Radvile, Director of Information Technology, JSC Lithuanian Railways

How can operators capitalise on new tech, particularly smartphones, to increase frequentation on their networks?
Jérôme Kravetz

Jérôme Kravetz, Network Director, SMTC - Tisséo

Identifying the gaps between digital sales channels and understanding how they can be bridged
Implementing integrated ticketing systems enhanced by sustainable technology
David Hytch

David Hytch, Technology Lead, Calmac Ferries

Innovation starts from within: evaluating how transport operators can foster a culture of innovation and embrace digital disruption?
Manuel Gerres

Manuel Gerres, Managing Director Deutsche Bahn Digital Ventures & Head of New Digital Business, Deutsche Bahn

Key considerations for operators when implementing big data projects in personalisation
Martijn Scheele

Martijn Scheele, Head of Data & Analytics, NS

Thinking outside the box to provide innovative, additional services for passengers using smart cards & e-tickets
Julija Balanova

Julija Balanova, e-Ticket Project Manager, R.P. Rigas Satiksme Sia

OWNING THE CUSTOMER

Thandeka Buthelezi
CUSTOMER EXPERIENCE
12:35

Gaining rail’s market share in the South African transport mix

  • Modernising our services to encourage rail travel: sharing our vision for the future of rail
  • Making it easier to travel: the role of the journey to and from the station
  • Communicating our product effectively to share how we are improving the service
Nadine Koszler
CUSTOMER EXPERIENCE
13:05

Creating a travel experience for the whole journey

  • How are Eurail focusing on the customer’s whole trip to enhance the full experience
  • Using digital technology to create a new relationship with our partners
  • Creating new value with partnerships and focusing on the destination
last published: 16/Aug/18 16:35

 

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Get Involved At The World Rail Festival 2018

 

To Sponsor Or Exhibit

 

Adam Hayward
Adam.Hayward@terrapinn.com
t/ +44 (0)207 092 1166

 

 

 

To Speak

 

Catriona Smith
Catriona.smith@terrapinn.com
+44 (0)207 092 1198

 

 

 

To Register

 

Tayyab Abbasi
tayyab.abbasi@terrapinn.com
+44 (0)207 092 1210