Passenger Experience

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Passenger Experience, Tuesday 19 March 2019

Opening Keynote Plenary: Next Gen Rail

Dr Jacob Kam
08:50

Rail Leader Keynote Interviews

Back by popular demand, we kick off Asia Pacific Rail 2019 with a series of interviews with C-Level rail operator leaders. Don’t miss these exclusive insights from some of the region’s most forward-thinking executives.
Panel discussion
09:45

Keynote Panel: Next generation rail & the changing transport ecosystem

Following the keynote interviews, our leaders will come together for this exclusive panel discussion to explore the role of rail in the broader transport ecosystem, and how operators need to adapt to ensure they thrive amidst the disruption. Issues to be addressed include:
  • How does rail fit into the wider urban ecosystem?
  • How can rail operators establish partnerships with the right players, and who will drive this?
  • Where does Mobility-as-a-Service (MaaS) fit in the broader context of a digital rail strategy?
  • What technology investments do rail operators need to be making?
  • How can we enable last mile connectivity at all levels, and what role does or should the rail operator play in this?
  • What is the benefit to rail operators in offering end-to-end transport planning and electronic payment? Who is doing it right?
10:30

Networking refreshments & exhibition visit

Elevating your passenger experience

Panel discussion
Passenger Experience
11:30

Engaging and understanding your customers in the digital era: delivering real value to them

  • How is technology creating new opportunities for rail operators to delight passengers?
  • Should metro and mainline operators approach passenger experience excellence differently?
  • How can you successfully engage with your customers, and what does successful engagement look like?
  • Where are the opportunities for rail operators to add value to customers?
  • What opportunities are there for personalisation to improve customer experience?
Ryan Rojo, Head of Passenger Requirements & Assurance, Metro Trains Melbourne
Russell Arnold, Chief Customer Experience Officer, Sound Transit
Ling Chien-Hsun, Chief Engineer, Department of Rapid Transit Systems New Taipei City Government
Jason Wong
12:30

Networking lunch & exhibition visit

Keynote Plenary: The Power of Big Data

Dr Tony Lee
13:50

Big Data: how MTR is unlocking the power of data for true digitalisation

Norman Frisch
14:10

Digital transformation of railways

- Service innovation, Predicting passenger flows, introducing Mobility as a Service or forecasting asset demands are important enablers for a safe and cost-effective rail operation - The Road to Digital Transformation is an ongoing progress allowing operators to gain Business Intelligence through cloud activated applications from third parties or cross departmental expertise- Last mile connectivity through wireless converged networks providing access to mobile and fixed infrastructure, sensors and business applications offer new revenue streams for modern rail and metro operators
Rishi Dutta
14:30

Going beyond the buzzword: making use of Big Data

14:50

Networking refreshments & exhibition visit

New passenger experience technology

Annie Leung
Passenger Experience
15:30

Technology vs utility: making sure your passenger experience technology adds value

Andrew Shirra
Mathieu Dunant
Passenger Experience
16:10

Smart cities and mobility: solving the first and last mile problem

Ivan Kladnig
Sanjay Kumar
Passenger Experience
16:50

Decreasing accidents at stations: do platform screen doors really help?

17:50

Networking drinks

last published: 18/Mar/19 16:05