From Digital booking journeys to on board experience, how can rail operators ensure they are providing everything their customers expect and more? The Customer experience conference focuses on key areas of innovation to improve customer experience in a world where delays and problems will never be eliminated. See agenda












CUSTOMER EXPERIENCE, Wednesday 4 December 2019

CEO Keynote Interviews

Roger Van Boxtel

Keynote Interview: Roger Van Boxtel, CEO, NS

Gianbattista La Rocca

Keynote Interview: Gianbattista La Rocca, CEO, NTV

Mats Johannesson

Keynote Interview: Mats Johannesson, CEO, MTR Express

Fabien Soulet

Keynote Interview: Fabien Soulet, CEO, TGV Lyria

Torkel Patterson

Keynote Interview: Torkel Patterson, Member of the Board, JR Central

Torkel Patterson
Tobias Kruse

The Mobility Gold Rush

  • Mobility has become a fragmented ecosystem with government and private companies from multiple sectors racing to reinvent transportation
  • The opportunities are immense and new mobility solutions will fundamentally change how we live and work
  • In this session, we will look at potential future scenarios of mobility, the driving forces behind them, and the impact they will have on society and organizations as a whole

Networking Coffee Break

round tables

Round Table Working Groups

Our popular round table sessions will be back, giving you the opportunity to get involved in a discussion around critical challenges, opportunities and technologies which impacting the future of the industry
Artificial Intelligence: Potential, trends and use cases in intermodal mobility systems
Ingo Winkler

Ingo Winkler, European Rail Segment Leader, IBM

From selling tickets to selling personalized mobility services, how are customer expectation on products & pricing changing for rail operators?
Scott Thomas Butler

Scott Thomas Butler, Managing Director, Mobility, North America, Accenture

Getting the most from your Revenue Management team
Stan Ward

Stan Ward, VP, Rail & Cruise, Revenue Analytics

How can Cities effectively manage the development of smart mobility?
Lizann Tjon

Lizann Tjon, Program Manager Smart Mobility, City of Amsterdam

How can rail foster a culture of innovation and streamline business operations?
Mark Pettman

Mark Pettman, Innovation Manager, London North Eastern Railway

How can rail operators and businesses support the transition from aviation to rail travel?
Emma Kemp

Emma Kemp, Campaigns Manager, Climate Perks

Making the most of innovating payment methods to develop new revenue and pricing strategies
Mark Thoma

Mark Thoma, Strategy Manager, Connexxion Transdev

Making the most of marketing new services
Kim Thain

Kim Thain, Marketing Manager, Caledonian Sleeper

Reliable connectivity has become an ‘expected norm’. Why should it stop when we step on to a train?
Jeremy Haskey

Jeremy Haskey, Chief Architect, Nomad Digital

The Cognitive Travel Companion: How IoT supports the traveler's journey
Fulvio D'Aloia Cascone

Fulvio D'Aloia Cascone, Travel & Transport Industry Leader, IBM

The five rules of customer experience: how to deliver competitive advantage and brand recognition
Kirsty Dias

Kirsty Dias, Managing Director, PriestmanGoode

Train travellers: How to configurate the on board costumer experience
Juan Antonio Cuesta

Juan Antonio Cuesta, Director, E.C.O. Rail S A

Understanding how to access government funding for rail innovations
Rhianne Montgomery

Rhianne Montgomery, Programme Manager - Rail, Innovate UK

Why do we not provide better passenger information during service disruption?
Matthew Shears

Matthew Shears, Co-founder & Commercial Director, UP3 Services Ltd


Vanessa Rommel

Designing the service experience for the future traveller

  • How did we approach the challenge of designing a new customer experience culture?
  • Creating an empowered workforce to create an empathetic human workforce
  • Engaging our employees effectively: using different mediums and management styles to ensure satisfied employees
Sabine Stalder

Insights of the process of implementing a customer centric thinking company wide

  • Defining the strategy for customer experience: what does it really mean to us?
  • Engaging our drivers and employees to improve the customers journeys and the customer satisfaction
  • Developing our pilot projects: failing fast, learn and adding value
Thandeka Buthelezi

Managing upgrades and teams with the customer in mind

  • Ensuring our customers are a priority across the business: how have we engaged effectively?
  • Managing a complex project effectively from the customer perspective and ensuring disruption is communicated effectively
  • Developing effective channels which can allow our passengers to manage their travel effectively

Networking Lunch



Mark Pettman

Acting on the voice of our customers: the drive behind innovation at LNER

  • Working to ensure we are collecting data from every source regardless of booking platform
  • Ensuring we act effectively on this data: how do LNER define strategy and action based on customer feedback?
  • Sharing some examples, proving the effectivity of a customer centric business
Helena Bononi

The opportunity to create an elevated, personalised and efficient end to end travel experience

  • How we can create a seamless travel experience without travel and identity documents
  • Using technology as the basis for making this a reality across security & border control, aviation, rental cars, cruises, hotel & rail
  • Addressing the interoperability and integration of this technology across the travel journey
Frida Ukmar

Improving customer experience at Stockholm’s commuter train

·Sharing our vision and strategy for customer experience·Dealing with disruptive incidents more effectively: how we can implemented some concepts·The role of digital in customer experience: how does digital fit into the wider CX ecosystem?
Kunal Pattany

Understanding the multi-dimensional development of social media in transport

  • Social media for customer insights: how can operators use social media to understand their passengers?
  • The role of social media in making travel more pleasant: how can this be optimised with effective social strategies?
  • Looking out to other industries: what can rail learn?

Afternoon Networking Coffee

Closing Keynote Session: outside in perspective

Alexandra Van Huffelen

Driving the growth of public transport in the Netherlands

  • The role of technology in improving the experience of travelling by GVB
  • The role of operators in shaping the future of smart mobility
  • Sharing case studies and successful test cases; driving engagement with our customers
Iain Griffin

Consumers are people too

  • The key consumer trends that are non-negotiable
  • Tactics to design more dynamic products and services for people - not just consumers
  • Staying nimble to drive material growth in a rapidly changing mobility landscape
Arne Fosen

A bold makeover for competitiveness

  • How the Norwegian state owned railway became Vy
  • Sharpening the strategy towards delivering the most sustainable mobility services for the future traveler.
  • Strengthening the core of bus and train, Vy aims to build new services to allow for a smother door-to door- journey.
Raphael Rubin

Keeping on track: Optimizing conversions and customer experience to drive online rail ticket sales

Henri Ploom

Revolutionising onboard Wi-Fi experience

  • Challenges faced by transport providers to meet passenger WiFi expectations: video dominance soaring; the 5 main applications that make 75% of total data consumption; and annual organic data growth by 25%
  • How RebelRocket on-board Wi-Fi traffic optimisation can significantly improve Wi-Fi while reducing data consumption
  • Ease of implementation and other benefits of our service

Evening Drinks Reception

last published: 13/Nov/19 16:05
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CUSTOMER EXPERIENCE, Thursday 5 December 2019

Kate Russell

Digital Insights: how can these be applied to the world of rail?

Mars Geuze

Developing the technology which will define the future of transport: Hyperloop

  • Does Hyperloop really have the potential to provide passenger transport in the future?
  • Developing a new concept of connected travel – from dense cities to rural areas, how will hyperloop change the way we live?
  • How will hyperloop technology disrupt the current transport landscape? Partners or competitors?
Sovan Shatpathy

The role of technology in creating a customer obsessed service at Amtrak

  • Optimising our channels for seamless engagement throughout the journey: starting at home
  • Ensuring our stations are digitally ready to provide a stress-free experience for customers
  • The role of technology on board: developing new technologies to ensure the experience on board is memorable
Vania Ribeiro

Panel Discussion: Shaping the future of Mobility today

Topics will include:
  • How can Transport operators innovate to truly meet the needs of tomorrow?
  • The role of digital: how fundamentally will technology transform the needs of transport and therefore the role of operators?
  • The changing relationships between operators, disruptors and Tech Giants – who wins?
Keith Dierkx

21st Century Rail: Humanity at the Heart

  • How are your customers impacted by new technologies and AI? Rethinking our core processes in business and using people as the guiding light
  • New technologies and ground-breaking corporate architecture can enhance both customer and employee experiences in the rail space
  • Insights to spark your company’s creativity as ways to engage and entertain. As the bar for traveling expectations rises, provide the personal touch, human interaction and empathy to make your company stand out.

Morning Networking Coffee

round tables

Roundtable Working sessions

Our popular round table sessions will be back, giving you the opportunity to get involved in a discussion around critical challenges, opportunities and technologies which impacting the future of the industry
Blockchain is a norm for supply chain management, but what about ticketing?
Richard Kujan

Richard Kujan, CIO, Slovak Railways

Capitalising on new technology to increase ridership of public transport networks
Jérôme Kravetz

Jérôme Kravetz, Network Director, SMTC - Tisséo

Creating a European mobility network with rail as backbone
Niels Van Oort

Niels Van Oort, Co-director Smart Public Transport Lab, Delft Technical University

Enabling business innovation and saving costs by implementing an open platform for onboard IT systems
Jan Luijben

Jan Luijben, Information Manager, G.V.B.

Evaluating how operators can create a culture of innovation and embrace digital disruption
Sezer Bilen

Sezer Bilen, Partner Manager Wifi, Deutsche Bahn

Evaluating the new technologies on the horizon and leading by example when it comes to start-up engagement
Rebecca Goulding

Rebecca Goulding, SME Manager, Connected Places Catapult

Exploring the benefits to customers & commercial interests of developing autonomous rail networks
Johan C. Haveland

Johan C. Haveland, Director of Passenger Transportation, Bybanen

How can implementing smart and integrated mobility systems help fulfil the goals of a city?
Stella Aaltonen

Stella Aaltonen, Mobility Project Manager, City of Turku

How can transport stakeholders foster collaboration?
Silvia Kaupa-Götzl

Silvia Kaupa-Götzl, Chief Executive Officer, O.B.B. Postbus

How can we make smart ticketing ‘work’, whilst creating an environment that allows for innovation in customer experience?
Aaron White

Aaron White, Barcode Product Owner and Smart Ticketing Programme Lead, Rail delivery group

Putting the customer at the heart of urban transport development and construction
Guy Segal

Guy Segal, Deputy VP Red Line Construction, NTA Tel Aviv Metro

The role of social media in shaping the future of transport
Kunal Pattany

Kunal Pattany, Founder, Digital human

What are the key enablers for collaboration between transport operators and the travel and tourism industry?
Stefano Benazzo

Stefano Benazzo, President, WATTRAIN

Why is open data so crucial to the future of transport and how can we overcome key challenges when implementing it?
Christian Trachsel

Christian Trachsel, Data Architect, Swiss Federal Railways SBB


Thijs Nieuwdorp

"I've arrived, now what?!": Building indoor navigation for international train stations

  • Our focus on taking away uncertainty
  • How does indoor navigation work?
  • Validating prototypes with travellers to ensure the innovation goal is achieved
Pete Daykin

AI or BS? Top 3 Uses of Artificial Intelligence for Rail Companies RIGHT NOW

·Generate revenue: sell more tickets direct from your website·True voice of customer: what your passengers REALLY think of your service and retail offerings·The anatomy of an incident: how to spot, prioritise and respond to potential disasters
Aske Wieth Knudsen

Winning back our customers trust through disruption

·Designing an effective disruption management strategy with effective communication·Compensating customers post-disruption to encourage them back to rail·Sharing the results of our pilot project: does compensation do enough?
Amelia Ponio

Implementing an innovation program to benefit customers to public transport

  • Developing an effective innovation program at Light Rail Manila Corp: what is our goal
  • Launching our app: sharing destinations and activities in Manila to engage our customers
  • Sharing the impact of our pilots: how has the innovation program improved the experience for customers?

Networking Lunch

last published: 13/Nov/19 16:05
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